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"Terlepas banyaknya program loyalitas pada e-commerce marketplace, penelitian hubungan antara loyalty program dengan online relationship quality masih langka. Tujuan penelitian ini adalah untuk menginvestigasi hubungan antara faktor – faktor (antecedents) dan konsekuensi dari online relationship quality dalam industri e-commerce marketplace dan untuk mengetahui bagaimana program loyalitas memoderasi variabel attitudinal dan behavioral loyalty sebagai konsekuensi dari online relationship quality. Data dikumpulkan dari 769 pengguna e-commerce marketplace di Indonesia sebagai responden dalam penelitian ini. Hipotesis dalam penelitian ini diuji dengan structural equation modeling - partial least squares (SEM-PLS). Hasil pengujian menunjukkan bahwa 10 dari 11 hipotesis yang mengukur pengujian langsung antecedents online relationship quality dan konsekuensi dari online relationship quality diterima, hal tersebut menunjukkan bahwa online relational bonds dan persepsi reputasi vendor mempengaruhi online relationship quality. Hasil pengujian yang menguji moderasi loyalty program menunjukkan 1 dari 4 hipotesis diketahui memoderasi hubungan online relationship quality dengan konsekuensinya yaitu EWOM pada kelompok subsample Low loyalty Program. Namun 3 hipotesis lainnya menunjukkan bahwa loyalty program tidak memperkuat hubungan online relationship quality dengan variabel online customer review dan behavioral loyalty. Penelitian ini memberikan gambaran bagaimana antecedents dari online relationship quality dan konsekuensinya dan moderasi loyalty program yang dilakukan e-commerce dapat disesuaikan sebagai panduan untuk memperkuat kualitas hubungan e-commerce dengan pelanggan dan meningkatkan loyalitas pelanggan.

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Despite the abundance of loyalty programs in e-commerce, their interplay with online relationship quality is scarce. The purpose of this study is to investigate the antecedents and consequences of online relationship quality in the e-commerce marketplace and to test if and how a loyalty program moderates consumer attitudinal and behavioral loyalty as the online relationship quality outcomes. The study is explanatory research, data were collected from 769 e-commerce marketplace buyers in Indonesia that participated in this study by completing questionnaires. The research hypotheses were tested using structural equation modeling - partial least squares (SEM-PLS). The results showed that 10 out of 11 hypotheses that measured the direct effect of antecedents online relationship quality on consequences online relationship quality are supported, it exhibits that online relational bonds and perceived vendor reputation affected online relationship quality. To assess the moderation of loyalty program, this study split samples into low and high loyalty program group. However only 1 out of 4 hypotheses of moderating effect from loyalty program are supported, it showed that loyalty program moderates the connection between online relationship quality and EWOM. This study provides wide antecedents of online relationship quality and their consequences towards attitudinal and behavioral loyalty with loyalty program for e-commerce marketplace, through being aware of them e- commerce could adjust their suitable guideline to sustain their relationship quality with online customers and choose a suitable loyalty program to help increasing customer loyalty."

"Kemajuan teknologi yang sangat pesat saat ini, berdampak ke seluruh aspek kehidupan. Akibat kemajuan teknologi tersebut, kehidupan saat ini mengalami proses perubahan, baik dari segi politik, sosial, budaya, dan aspek lainnya. Salah satu bentuk kemajuan teknologi di Indonesia adalah dengan berkembang pesatnya industri elektronika.Seiring dengan tumbuhnya kesadaran masyarakat akan pentingnya informasi dan hiburan, maka permintaan produk elektronik terutama televisi semakin meningkat. Selain sebagai sumber informasi, televisi menawarkan hiburan tersendiri bagi pemiliknya dan merupakan media penyampaian berita dan budaya. Keputusan konsumen terhadap pertimbangan dalam membeli televisi, tidak hanya dipengaruhi faktor intern seperti kebutuhan semata. Akan tetapi, kecanggihan teknologi, tampilan atau desain yang bagus harga yang menarik, promosi dan lain sebagainya akan menjadi faktor yang diperhatikan dalam keputusan membeli televisi. Dengan demikian, faktor keputusan konsumemn terhadap pertimbangan pembelian televisi, tidak hanya dikaitkan dengan faktor internal yang berkaitan dalam keputusan membeli televisi seperti harga dan mengganti televisi yang telah rusak Akan tetapi, konsumen juga memperhatikan faktor yang berkaitan langsung dengan fisik televisi seperti kecanggihan teknologi, tampilan atau desain yang bagus, ukuran, garansi, dan lain sebagainya.Berdasarkan latar belakang yang telah dituturkan, penulis mencoba menggali lebih dalam mengenai faktor-faktor lain yang dapat mereka perhatikan dalam keputusannya membeli televisi

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Today's rapid technological advances have an impact on all aspects of life. As a result of these technological advances, life is currently undergoing a process of change, both in terms of politics, social, culture, and other aspects. One form of technological progress in Indonesia is the rapid development of the electronics industry.

Along with the growing public awareness of the importance of information and entertainment, the demand for electronic products, especially television, is increasing. Apart from being a source of information, television offers its own entertainment for its owners and is a medium for delivering news and culture. Consumer decisions on considerations in buying television, not only influenced by internal factors such as mere needs. However, technological sophistication, good appearance or design, attractive prices, promotions and so on will be factors to consider in the decision to buy a television.

Thus, consumer decision factors for television purchase considerations are not only associated with internal factors related to the decision to buy television such as price and replacing a damaged television. However, consumers also pay attention to factors directly related to the physical television such as technological sophistication, appearance or good design, size, warranty, and so on. Based on the background that has been mentioned, the writer tries to dig deeper into other factors that they can consider in their decision to buy a television."

"Tesis ini menganalisis konsep customer value co-creation sebagai bagian dari customer dominant logic dan perceived value yang dilakukan pengunjung festival. Pengunjung festival menciptakan value dengan melakukan interaksi dengan pengisi acara, staf dan juga ke sesama pengunjung festival. Penerapan customer dominant logic perlu dielaborasi lebih dalam penelitian terkait festival masih didominasi oleh service dominant logic. Penelitian ini juga menganalisis pengaruh konsep co-creation dan konsep perceived value terhadap kepuasan festival (festival satisfaction) dan niatan berperilaku di masa mendatang (behavioral intention). Penelitian ini merupakan studi yang berasal dari pengunjung festival Jepang di Jakarta sebanyak 205 responden. Hasil menunjukkan bahwa semakin tinggi satisfaction with co-creation serta perceived value yang dirasakan pengunjung selama festival berlangsung maka semakin tinggi pula tingkat kepuasan terhadap festival dan niatan berperilaku positif di festival selanjutnya. Variabel lain yaitu keterikatan terhadap festival (festival attachment) dalam penelitian tidak berpengaruh terhadap behavioral intention.

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Events or festival can be used by a brand or an institution to create experiences. This paper examines how attendees satisfaction and future behavioral intentions affected based on customer-to-customer logic. An analytical framework was developed to analyze embedded relationships within festival attendees co-creation experience and perceived value. The paper analyzed the behavioral intentions of Japanese cultural festival attendees in Jakarta, employing a survey of 205 Indonesians who had participated in some Japanese cultural festival in the past year. The findings have statistically validated these attributes and explored the impact of each attribute on the perceived value, satisfaction, and behavioral intentions of festivalgoers.

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"Dengan meningkatnya jumlah pengguna internet dan koneksi seluler di Indonesia, transformasi digital dengan cepat mengambil alih dan meningkatkan kualitas hidup dengan mengembangkan cara orang berkomunikasi, berinteraksi, dan bertransaksi. Implikasi dari kemajuan teknologi yang dibawa untuk memudahkan aktivitas sehari-hari masyarakat adalah inovasi alternatif angkutan umum, yaitu layanan ride-hailing. Dengan hadirnya beberapa penyedia jasa ride-hailing yang saling bersaing di Indonesia, loyalitas pelanggan terhadap merek tertentu menarik untuk ditelaah. Penelitian deskriptif kuantitatif ini dilakukan untuk menganalisis faktor-faktor yang mempengaruhi kepuasan dan loyalitas pelanggan dalam konteks ini. Sebanyak 398 responden yang merupakan pengguna layanan ojek online dikumpulkan secara purposive sampling dan data diolah menggunakan Partial Least Squares – Structural Equation Modeling (PLS-SEM). Hasilnya menunjukkan bahwa perceived benefits of ride-hailing app, perceived sales promotion, perceived app-related risks dan perceived vehicle and driver-related risks berperan penting dalam memprediksi kepuasan pelanggan dan loyalitas pelanggan secara langsung. Sedangkan perceived service quality tidak berpengaruh secara signifikan terhadap loyalitas pelanggan tetapi memiliki efek mediasi melalui kepuasan pelanggan.

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With the increasing number of internet users and cellular mobile connections in Indonesia, digital transformation is rapidly taking over and improving the quality of life by evolving the way people communicate, interact, and make transactions. An implication of technological advancements that has been brought to ease people’s daily activities is the innovation in public transport alternative, ride-hailing services. With the presence of several competing ride-hailing providers in Indonesia, the loyalty of customers towards a particular brand is interesting to be explored. This quantitative descriptive research is conducted to analyze the factors influencing customer satisfaction and loyalty in this context. A total of 398 respondents who are recent customers of motorcycle ride-hailing services were collected using purposive sampling and the data was processed using Partial Least Squares – Structural Equation Modeling (PLS-SEM). The findings suggest that perceived benefits of ride-hailing app, perceived sales promotion, perceived app-related and vehicle and driver-related risks play a significant role in predicting both customer satisfaction and customer loyalty directly. Meanwhile, perceived service quality has no significant direct effect on customer loyalty but has a mediating effect through customer satisfaction.

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"Salah satu konten media visual Korea Selatan, yaitu drama, memiliki kepopuleran yang tinggi di di Indonesia. Melalui penelitian ini, peneliti menguji atribut apa sajakah yang melekat pada drama Korea Selatan yang dapat mempengaruhi sikap konsumen, citra negara asing, dan niat perilaku konsumen diantaranya acceptance intention towards Korean visual media contents, intention to purchase drama-related products, dan intention to visit drama destinations. Hasilnya ditemukan bahwa hanya atribut affection dan affinity memiliki pengaruh yang positif terhadap sikap dan perilaku konsumen serta citra negara Korea Selatan yang positif. Namun, atribut familism tidak ditemukan memiliki pengaruh yang signifikan di dalam penelitian ini.

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South Korea's visual media content, namely drama, has high popularity in Indonesia. Through this study, researchers examine what attributes of South Korean dramas that can affect consumer attitudes, perceived national image, and consumer behavioral intention such as acceptance of intentions towards Korean visual media contents, intention to purchase drama-related products, and intention to visit drama destinations. destinations. This study found that affection and affinity have a positive influence towards consumer attitudes and behavioral intention as well as a positive image of South Korea. However, the familism attribute was not found to have a significant effect in this study."

"Pandemi COVID-19 telah mendorong pertumbuhan online grocery shopping di Indonesia secara cepat. Namun tren meningkat ini tidak bertahan lama karena pelanggan cenderung kembali berbelanja bahan kebutuhan pokok di toko fisik setelah memasuki masa normal baru. Penelitian ini bertujuan untuk memahami peran keterikatan pelanggan (customer engagement) untuk memprediksi loyalitas pelanggan yang ditunjukkan oleh intensi pembelian kembali (repurchase intention) dan penyebaran informasi positif dari mulut ke mulut (positive word-of-mouth). Penulis menggunakan structural equation modeling (SEM) untuk menguji model penelitian yang mengambil sampel para pelanggan toko online grocery di Indonesia (n = 341). Hasil penelitian menunjukkan bahwa persepsi pelanggan terhadap risiko (yaitu risiko keamanan dan privasi) dan kemudahan penggunaan (ease of use) secara positif mempengaruhi kepuasan (e-satisfaction) dan kepercayaan (trust). Terdapat efek mediasi yang signifikan dari keterikatan pelanggan terhadap hubungan antara kepuasan dan kepercayaan dengan intensi pembelian kembali dan penyebaran informasi positif dari mulut ke mulut.

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COVID-19 pandemic has driven the growth of online grocery shopping in Indonesia. However, the increasing trend did not last long as the customers tended to return to physical grocery stores after entering the new normal. This study aims at understanding the role of customer engagement in predicting customer loyalty, i.e., repurchase intention and positive word-of-mouth. This study uses structural equation modeling to test the research model with customers of online grocery stores in Indonesia (n = 341). The results indicated that customer perception of risk (i.e., security and privacy concerns) and ease of use positively affected e-satisfaction and trust. There are also positive mediating effects of customer engagement on the relationships among e-satisfaction and trust with repurchase intention and positive word-of-mouth. This study contributes to marketing literature in customer engagement, loyalty, and online grocery shopping behavior. Further, this study provides online grocery stores with actionable insights to increase customer engagement and loyalty."

"Retailer seperti department store cenderung menggunakan strategi sales promotion dengan memberikan potongan harga. Hal ini menyebabkan konsumen untuk belajar menunda pembelian dan lebih memilih untuk membayar tidak dengan harga penuh. Untuk itu, penelitian ini bertujuan untuk mengetahui pengaruh dari strategi limited edition dalam kolaborasi retailer-brand pada perilaku konsumen seperti urgency to buy, willingness to pay price premium, dan intention to share advertisement berdasarkan karakteristik status consumption. Analisis kovarians dilakukan untuk menguji 2 (collaboration duration: limited edition vs ongoing collection) x 2 (perceived retailer-brand fit: high fit vs low fit) x 2 (status consumption: high vs low) dengan menggunakan desain eksperimen between-subject (n=277). Hasil penelitian menunjukkan bahwa urgency to buy, willingness to pay price premium, dan intention to share advertisement lebih tinggi pada pada partisipan yang memiliki karakteristik high-status consumption dan dengan kondisi strategi limited-edition pada kolaborasi yang dipersepsikan memiliki kecocokan yang tinggi. Penelitian ini memberikan kontribusi akademik mengenai perbedaan pengaruh strategi limited edition dalam kolaborasi retailer-brand dengan mempertimbangkan faktor karakteristik konsumen. Selain itu, penelitian ini juga memberikan implikasi manajerial berupa masukan dalam merancang strategi pemasaran dan menembangkan cara baru untuk meningkatkan kunjungan dan kinerja penjualan.

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Retailers such as department stores tend to use sales promotion by discounting items, which has caused the consumer to be less likely to pay at full price and learn to postpone their purchase. Therefore, this study aims at investigating the effects of status consumption and limited-edition strategy in a retailer-brand collaboration on consumer behaviours, i.e., the urgency to buy, willingness to pay a price premium, and sharing intention. Analysis of covariance was conducted to test a 2 (collaboration duration: limited edition vs ongoing collection) x 2 (perceived retailer-brand fit: high fit vs low fit) x 2 (status consumption: high vs low) between-subjects design (n=277). The result shows that the urgency to buy, willingness to pay a price premium, and sharing intention are favourable among the high-status consumption participants when the collaboration product is offered as limited-edition and has a high perceived retailer-brand fit. This study contributes to marketing literature in the space of the influence of consumer characteristics on the effectiveness of brand alliances and limited-edition strategy. Further, this study provides insights for managers to design competitive marketing strategies by considering the consumers’ characteristics and to develop new ways to increase in-store traffic by exciting consumers to make a purchase right away without marking the product on sale."

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Studi ini meneliti faktor secara keseluruhan yang mempengaruhi keinginan berpindah pelanggan pada penyedia layanan internet dengan menggunakan model Push-Pull Mooring. Metode yang digunakan adalah pengukuran kuantitatif kuesioner survei online pada 185 responden Indonesia dengan pengalaman menggunakan internet kabel selama setidaknya 1 bulan. Pengukuran menggunakan metode SEM untuk menganalisa data perolehan riset. Hasil penelitian menunjukkan bahwa faktor Push tidak memiliki pengaruh terhadap keinginan berpindah konsumen, sedangkan faktor Pull dan Mooring memiliki pengaruh terhadap keinginan berpindah konsumen layanan internet. Sebagai moderasi, faktor Mooring memiliki dampak terhadap hubungan faktor Pull dengan keinginan berpindah, tetapi tidak berpengaruh terhadap hubungan faktor Push dengan keinginan berpindah. Validasi faktor-faktor yang paling mempengaruhi niat switching pelanggan dapat menjadi referensi bagi penyedia layanan internet, sehingga perusahaan dapat merumuskan strategi pemasaran untuk meminimalkan niat switching pelanggan. Penelitian ini membangun model yang komprehensif terhadap niat beralih pelanggan dari penyedia layanan internet di Indonesia.

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This study examines the holistic factors that influence the customers switching intention on fixed internet services provider using the Push-Pull Mooring model. Employs quantitative measurements of online survey questionnaire on 185 Indonesian respondents with experience using cable internet for at least 1 months, the measurement uses structural equation model to examine the research data. The result shows that Push factors doesnt have impact to switching intention. However, Pull and Mooring factors have an impact to switching intention. As moderating, the mooring factor has an impact to Pull and switching intention relationship but hasnt significant impact to Push and switching intention relationship. Validation the most factors influence customers switching intention can be a reference for internet service provider, so that company can formulate marketing strategy to minimize customers switching intention. This study builds comprehensive model toward customer switching intention of internet service provider in Indonesia.

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"Pada tesis ini akan dibahas loyalitas konsumen jasa layanan internet perorangan di jabodetabek. Model hasil penelitian Cheng et al. (2008) diuji secara empiris untuk mengetahui faktor apa saja yang merupakan pcndorong loyalitas konsumen terhadap Internet Service Provider (ISP) di Jabodetabek. Structura1 Equation Modeling (SEM) digunakan untuk mengevaluasi model. Dari 156 responden, terdapat 134 responden yang valid. Hasil evaluasi menunjukkan bahwa faktor customer satisfaction, corporate image, price, dan switching cost adalah faktor-faktor yang berhubungan langsung dengan customer loyalty. Walaupun ditemukan bahwa ada hubungan langsung antara service quality dan customer satisfaction yang pada akhimya akan berpengaruh pada customer Ioyalty, ditemukan bahwa tidak ada hubungan langsung antara service quality dengan customer loyalty. Ditemukan juga bahwa service quality mempunyai hubungan dengan corporate image.

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In this tesis we examine customer loyalty in retail market in .Iabodetabek area. Previous model from Cheng et al. (2008) was empirically tested to examine the antecedents of customer loyalty towards Internet Service Provider in Jabodetabek. Structural Equation Model (SEM) was used to evaluate the proposed model. 134 valid returns show that customer satisfaction, corporate image, price, dan switching coszare antecedents that lead directly to customer loyalty. Altough we found that service quality is significantly influnces customer satisfaction, which in turns lead to customer loyalty, we did not find direct relationship between service quality and customer loyalty. The result also showed that service quality is directly related to coiporate image."

"[Perkembangan bisnis ritel yang begitu pesat telah memunculkan persaingan diantara masing-masing perusahaan ritel, khususnya ritel modern di Indonesia. Hal tersebut mengindikasikan persaingan yang semakin ketat diantara perusahaan. Penelitian ini bertujuan untuk mengetahui persepsi pelanggan terhadap aktivitas CRM, yang kemudian mempengaruhi loyalitas pelanggan. Penelitian ini membandingkan loyalitas pelanggan Carrefour terhadap Carrefour itu sendiri serta dua ritel pesaingnya yakni Hypermart dan Giant berdasarkan aktivitas CRM yang dilakukan oleh masing-masing ritel. Hasil pada penelitian ini menunjukkan bahwa Carrefour cukup berhasil memunculkan customer gratitude, namun sebaliknya Carrefour kurang berhasil dalam membangun behavioral loyalty pelanggannyadibandingkan dengan Hypermart dan Giant.

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Retail business development is so rapid has led to competition among the respective retail companies, especially modern retail in Indonesia. This indicates

the increasingly fierce competition among companies. This study aims to determine customer perception of CRM activity, which then affects customer loyalty. This study compares the Carrefour customer loyalty based CRM activities carried out by Carrefour with two retail rival Hypermart and Giant. Results have shown that Carrefour quite managed to bring customer gratitude, but instead

Carrefour less successful in building customer loyalty behavioral compared to Hypermart and Giant.;Retail business development is so rapid has led to competition among the respective retail companies, especially modern retail in Indonesia. This indicates the increasingly fierce competition among companies. This study aims to

determine customer perception of CRM activity, which then affects customer loyalty. This study compares the Carrefour customer loyalty based CRM activities carried out by Carrefour with two retail rival Hypermart and Giant. Results have shown that Carrefour quite managed to bring customer gratitude, but instead Carrefour less successful in building customer loyalty behavioral compared to Hypermart and Giant., Retail business development is so rapid has led to competition among the

respective retail companies, especially modern retail in Indonesia. This indicates

the increasingly fierce competition among companies. This study aims to

determine customer perception of CRM activity, which then affects customer

loyalty. This study compares the Carrefour customer loyalty based CRM activities

carried out by Carrefour with two retail rival Hypermart and Giant. Results have

shown that Carrefour quite managed to bring customer gratitude, but instead

Carrefour less successful in building customer loyalty behavioral compared to

Hypermart and Giant.]"