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Abstrak :
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. ......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.

Abstrak :
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. ......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.

Abstrak :
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. ......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.

Abstrak :
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. ......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.

Abstrak :
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. ......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.

Abstrak :
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. ......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.

Abstrak :

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.

Abstrak :
Penelitian ini menggambarkan bagaimana respon suatu perusahaan dalam penanganan gangguan akan berpengaruh terhadap perceived justice of service recovery, recovery satisfaction, overall satisfaction, dan brand credibility serta pengaruh task motivational orientation dan relation motivational orientational yang akan menjadi moderator antara respon organisasi (acknowledge dan prompt action) terhadap perceived justice of service recovery. Pada penelitian kali ini akan mengambil studi pada brand indihome dengan 225 responden yang berada di daerah Telkom Regional 2 (Jakarta, Banten, Bogor, Tangerang, Depok, dan Bekasi) dan pernah mengalami gangguan. Hasil penelitian didapatkan informasi bahwa acknowledgement dan prompt action mempengaruhi secara positif terhadap perceived justice yang dapat berpengaruh secara positif pula terhadap recovery satisfaction, overall satisfaction, dan brand credibility. Selain itu relation motivational orientation dapat memoderasi pengaruh antara acknowledgement terhadap perceived justiced sedangkan task motivational orientation tidak menjadi moderasi antara prompt action terhadap perceived justiced.< ......This research describes how organizational response on service failures will affect perceived justice of service recovery, service satisfaction, overall satisfaction, and brand credibility with task motivational orientation and relation motivational orientational as a moderator among organizational response (acknowledge and prompt action) towards perceived justice of service recovery. The research will take a study on indihome brand with 225 respondents in Telkom Regional 2 area (Jakarta, Banten, Bogor, Tangerang, Depok, and Bekasi) and have experienced with service failure. The research found that acknowledgement and prompt action positively affects to perceive justiced which in turn affects to recovery satisfaction, overall satisfaction, dan brand credibility. Moreover relation motivational orientation moderated acknowledgement to perceive justiced while task motivational orientation is not moderated prompt action to perceive justiced.

Abstrak :
Studi ini meneliti hubungan antara Consumer Sentiment yang dipengaruhi oleh variable-variabel stimuli yaitu Online Shopping Atmoshphere yang di dalamnya adalah Perceived Festival Entertaining (PFE), Perceived Mass Participation (PMP), Promotion Strategy yang berisi Perceived Temptation of Price Promotion (PTPP), Perceived Categories Richness of Promotion (PCRP), yang dimoderasi oleh Price Sensitivity, dan mempengaruhi Consumer Purchase Intention pada festival Hari Belanja Online Nasional (Harbolnas) di Indonesia. Sebanyak 437 responden telah diperoleh dengan menggunakan teknik purposive sampling dan memberikan repon terhadap kuesioner yang dikirimkan dan diisi secara online. Selanjutnya, Teknik analisis SEM dengan software SmartPLS digunakan untuk menguji 14 hipotesis. Hasil pengolahan data memperlihatkan bahwa dari 14 hipotesis terdapat 6 hipotesis yang tidak didukung. Penelitian ini diharapkan dapat menjadi pertimbangan bagi perusahaan e-commerce di Indonesia untuk membuat strategy marketing yang sesuai dengan keadaan pasar saat ini. ......This study examines the relationship between Consumer Sentiment which is influenced by stimulus variables, namely Online Shopping Atmosphere which includes Perceived Festival Entertaining (PFE), Perceived Mass Participation (PMP), Promotion Strategy which contains Perceived Temptation of Price Promotion (PTPP), Perceived Categories Richness of Promotion (PCRP), moderated by Price Sensitivity, and influencing Consumer Purchase Intention at the National Online Shopping Day festival (Hari Belanja Online Nasional) in Indonesia. A total of 437 respondents have been obtained by using purposive sampling technique and responding to questionnaires sent and filled out online. Furthermore, SEM analysis technique with SmartPLS software was used to test 14 hypotheses. The results of data processing show that from the 14 hypotheses there are 6 hypotheses that are not supported. This research is expected to be a consideration for e-commerce companies in Indonesia to make marketing strategies that are in accordance with current market conditions

Abstrak :
COVID-19 selain menghantam perekenomian, juga memberikan dampak yang sangat serius bagi pariwisata khususnya penyelenggaraan event. Berbagai aktivitas sosial termasuk penyelenggaraan event yang mendatangkan kerumunan terpaksa harus dibatalkan karena dapat berpotensi menularkan COVID-19. Ketakutan terinfeksi, kebijakan pembatasan aktivitas sosial, penerapan protokol kesehatan, dan kondisi yang tidak menentu menimbulkan kebiasan baru dan permasalahan kesehatan mental bagi kebanyakan orang. Bagi sebagian orang permasalahan kesehatan mental dapat berpengaruh lebih lama dibanding dari pandemi itu sendiri. Kondisi ini tentunya dapat mempengaruhi pada tingkat kunjungan dan keberlangsungan penyelenggaraan event pariwisata kedapannya. Dengan menggunakan variabel Perceived Knowledge of COVID-19 dan Non- Pharmaceutical Intervention serta Psychological Risk sebagai moderator, penelitian ini bertujuan untuk mengidentifikasi faktor-faktor yang dapat mempengaruhi minat seseorang dalam mengunjungi event pariwisata setelah pandemi COVID-19. Pengujian 11 hipotesis dilakukan dengan metode Partial Least Square-Structural Equition Model (PLS-SEM) terhadap 395 data responden yang dikumpulkan dengan teknik Non-Probabilty-Judgmental Sampling. Hasilnya ditemukan bahwa faktor Perceived Behavioral Control menjadi faktor yang paling memiliki pengaruh secara langsung dalam memprediksi minat seseorang untuk mengunjungi event pariwisata setelah pandemi COVID-19. Perceived Knowledge of COVID-19 berpengaruh secara tidak langsung dengan mediasi dari Subjective Norm dan Non-Pharmaceutical Intervention. Psychological Risk tidak berperan dalam memoderasi antara pengaruh Attitude Toward Behavior & Subjective Norm terhadap Intention to Visit serta pengaruh Subjective Norm terhadap Attitude Toward Behavior. Social distancing yang merupakan salah satu cara dalam tindakan pencegahan dari faktor dari Non-Pharmaceutical Intervention menjadi pertimbangan bagi seseorang dalam membangun minatnya untuk mengunjungi event pariwisata setelah pandemi COVID-19. ......The pandemic COVID-19 spread globally and has been given impact on the tourism industry, especially in tourism events. Various social activities, including organizing events that bring in crowds, had to be canceled due to the potential for transmitting COVID-19. Fear of infection, social restriction policies, implementation of health protocols, and uncertain conditions create mental health problems for most people. For some, these mental health issues can outlast the pandemic itself. This condition can be impacting the number of visitors as well as the sustainability of organizing tourism events in the future. With the variables Perceived Knowledge of COVID-19, Non-Pharmaceutical Intervention, and Psychological Risk as moderators, this study aims to identify factors that can influence the intention to visit tourism events post COVID-19 pandemic. The partial Least Square-Structural Equation Model (PLS-SEM) was used to test the 11 hypotheses on 395 respondents' data which was collected with the Non-Probability Judgmental Sampling. The results of the study found that the Perceived Behavioral Control variable was the most influential factor in predicting the intention to visit tourism events after the COVID-19 pandemic, Psychological risk has no effect as a moderator. Social distancing remains a factor to consider when visiting tourism events after the COVID-19 pandemic.