Hasil Pencarian  ::  Simpan CSV :: Kembali

"Penelitian ini bertujuan untuk melihat bagaimana tanggapan pelanggan terhadap pelayanan prima yang telah dijalankan LBC selama Januari-Oktober 2011, bagaimana ekuitas pelanggan, bagaimana loyalitas pelanggan, bagaimana pengaruh pelayanan prima terhadap terbentuknya ekuitas pelanggan, serta adakah pengaruh loyalitas pelanggan terhadap hubungan antara pelayanan prima dengan ekuitas pelanggan. Penelitian ini menggunakan pendekatan kuantitatif dengan desain penelitian survey. Teknik penarikan sampel yang digunakan ialah systematic random sampling.Hasil penelitian menunjukkan bahwa: (a) tanggapan pelanggan terhadap pelayanan prima yang dilaksanakan LBC Surabaya cukup baik, (b) pelanggan memiliki loyalitas dan ekuitas yang cukup tinggi terhadap LBC Surabaya, (c) terdapat pengaruh yang cukup kuat dari pelayanan prima yang dilaksanakan LBC terhadap terbentuknya ekuitas pelanggan, (d) terdapat pengaruh loyalitas pelanggan terhadap hubungan antara pelayanan prima dengan ekuitas pelanggan. Hasil penelitian juga menyarankan agar LBC Surabaya lebih cepat dalam memberikan pelayanan terhadap pelanggan, mengadakan program komunitas bagi pelanggan secara berkala, serta lebih intensif dalam memberikan informasi kepada pelanggan.

---

The aim of the research was to see how the customers response of service excellence program that has been run by LBC from January to October 2011, how the customer equity, how the customer loyalty, how service excellence influence the customer equity, and whether customer loyalty has an impact on the relationship between service excellence with customer equity. The research used a quantitative approach with the design of research survey. Sampling technique used in this research was systematic random sampling.

The results showed that: (1) customers response of service excellence that has been run by LBC since 2011 was good enough, (2) customers had fairly high loyalty and high equity against LBC Surabaya, (3) there was a fairly strong influence of service excellence to customer equity, (4) there was an influence of customer loyalty to the relationship between service excellence and customer equity. The research suggests that LBC should provide a faster service to customers, hold a community program for customers in a periodical manner, and give information more intensively to customers."

"[ABSTRAKCustomer Equity (Ekuitas Pelanggan) merupakan suatu framework yang dapatdigunakan untuk menentukan aspek apa yang paling signifikan bagi customer darisuatu perusahaan serta juga untuk mengidentifikasi kekuatan/kelemahan yangdimiliki oleh suatu perusahaan. Lemon et al. (2001) menjabarkan 3 (tiga) penggerakutama dari Customer Equity yaitu brand equity, value equity, dan relationshipequity. Penelitian ini bertujuan menganalisa pengaruh dari ketiga penggerak utamaini terhadap loyalitas pelanggan, dengan ditambahkan variabel Trust sebagaimediator, di dalam konteks sektor Business-to-Business (B2B) dari jasa layananI.T. di Indonesia. Hasilnya menunjukkan bahwa hanya Value Equity danRelationship Equity yang terbukti berpengaruh positif terhadap loyalitas pelangganakan tetapi seluruh ketiga penggerak tersebut terbukti mempengaruhi Trust secarasignifikan.

---

ABSTRACTCustomer Equity is a framework that can be used to analyze and determine whichaspect is most significantly influencing customers and also to identify company?sstregths/weaknesses. Lemon et al. (2001) described 3 (three) key drivers ofCustomer Equity, which are: Brand Equity, Value Equity, and Relationship Equity.This research intends to analyze the effects of the 3 (three) drivers on customers?loyalty, by adding trust as a mediating variable, in Business-to-Business (B2B) I.T.Services context. The result shows that only Value Equity and Relationship Equitythat are statistically proven to be positively related with Customer Loyalty, but onthe other hand, the whole drivers are proven to be positively related with Trust, Customer Equity is a framework that can be used to analyze and determine whichaspect is most significantly influencing customers and also to identify company’sstregths/weaknesses. Lemon et al. (2001) described 3 (three) key drivers ofCustomer Equity, which are: Brand Equity, Value Equity, and Relationship Equity.This research intends to analyze the effects of the 3 (three) drivers on customers’loyalty, by adding trust as a mediating variable, in Business-to-Business (B2B) I.T.Services context. The result shows that only Value Equity and Relationship Equitythat are statistically proven to be positively related with Customer Loyalty, but onthe other hand, the whole drivers are proven to be positively related with Trust]"

"Pada beberapa tahun terakhir, perusahaan-perusahaan aplikasi perangkat lunak mengembangkan model bisnis dengan cara meningkatkan basis data pengguna yang besar, mempunyai pemasaran yang terencana, menawarkan nilai tambah pada pengguna, dan meningkatkan jenis layanan. Model bisnis tersebut disebut freemium. Model bisnis ini memungkinkan pengguna untuk mengakses aplikasi perangkat lunak secara gratis dan dapat memperkenankan pengguna jika ingin meningkatkan layanan pada aplikasi perangkat lunak tersebut. Oleh sebab itu, freemium adalah strategi yang tepat dalam menjembatani nilai aplikasi perangkat lunak dan pengalaman pengguna saat mencoba aplikasi perangkat lunak tersebut. Pada sisi lain, satisfaction terbukti tidak selalu menghasilkan pengaruh pada loyalty dalam keadaan tertentu. Customer Engagement Experiences dengan produk juga menjadi hal penting dalam dunia digital. Studi ini meneliti peran moderasi customer engagement experiences dalam hubungan satisfaction - loyalty pada aplikasi perangkat lunak freemium. Penelitian ini menggunakan pendekatan kuantitatif. Kuesioner berhasil disebarkan ke 274 responden. Data diolah dengan teknik analisis SEM. Hasil penelitian ini menunjukkan bahwa Customer Engagement Experiences mempunyai kontribusi yang kecil terhadap hubungan antara satisfaction dan loyalty pada model bisnis freemium.

---

The objective of this study is to develop a research model based on customers engagement experiences framework including social facilitation, temporal experience, a utilitarian value, dan an intrinsic enjoyment on the freemium business model. In recent years, several software application providers have developed their business models by increasing large users databases, offering added value for users, and increasing the type of service. This business model is called freemium. Freemium allows its users to access its software applications for free and improve the features whenever they need. Although many users are satisfied, many companies fail to implement that model because many users do not want to pay more. In fact, users satisfaction does not always influence users loyalty under certain circumstances. On the other hand, users engagement can encourage long-term relationships between companies and users. The originality of this study is the moderating role of customers engagement experiences in the satisfaction-loyalty relationship of the freemium software application. This research uses a quantitative approach. The questionnaire was successfully distributed to 274 respondents. The data is analyzed by SEM. The results of this study indicate that customers engagement experience has a small contribution to satisfaction and loyalty relationships in the freemium business model."

"Indonesia sudah dilanda pandemi Covid-19 terhitung sejak pada bulan Maret 2020. Dahsyatnya dampak yang diberikan oleh pandemi sendiri akhirnya memberikan dampak terhadap beragam sektor industri di dunia dan juga di Indonesia salah satunya adalah industri penerbangan. Agar dapat mempertahankan dan meningkatkan loyalitas pelanggan yang sudah lama terbangun jauh sebelum pandemi Covid-19 melanda, pada akhirnya industri penerbangan, salah satunya adalah Citilink, melakukan beragam inovasi. Tujuan dari penelitian ini adalah menganalisis pengaruh Customer Engagement, Service Quality, Perceived Value, Customer Satisfaction, dan Brand Image terhadap Customer Loyalty penumpang maskapai penerbangan Citilink di Jakarta. Penelitian ini menggunakan pendekatan kuantitatif melalui metode survei berdasarkan purposive sampling terhadap populasi. Jumlah responden dalam penelitian ini adalah 100 orang yang peneliti dapatkan menggunakan questionnaire. Data yang didapatkan kemudian peneliti olah menggunakan SPSS melalui analisis statistic deskriptif dan analisis regresi sederhana. Hasil dalam penelitian ini memperlihatkan bahwa hubungan yang dimiliki dalam model penelitian signifikan dan saling memiliki pengaruh antara satu dengan yang lain.

---

Indonesia has been hit by the Covid-19 pandemic since March 2020. The devastating impact of the pandemic itself has finally had an impact on various industrial sectors in the world and also in Indonesia, one of which is the aviation industry. In order to maintain and increase customer loyalty that had been built long before the Covid-19 pandemic hit, in the end the aviation industry, one of which was Citilink, made various innovations. The purpose of this study was to analyze the effect of Customer Engagement, Service Quality, Perceived Value, Customer Satisfaction, and Brand Image on Customer Loyalty of Citilink airline passengers in Jakarta. This study uses a quantitative approach through a survey method based on purposive sampling of the population. The number of respondents in this study were 100 people which the researchers obtained using a questionnaire. The data obtained were then processed using SPSS through descriptive statistical analysis and simple regression analysis. The results in this study show that the relationships in the research model are significant and mutually influence each other."

"Penelitian ini membahas mengenai pengaruh customer engagement melalui instagram terhadap customer loyalty pelanggan Somethinc. Terdapat variabel trust, commitment, dan customer value creation diantara hubungan keduanya. Pengumpulan data dilakukan melalui survei kepada 199 responden yang berdomisili di Indonesia, berusia diatas 18 tahun, mengikuti akun instagram Somethinc, dan pernah membeli produk Somethinc lebih dari satu kali. Metode penyebaran kuesioner dilakukan secara online menggunakan Google Form dan analisis data menggunakan Partial Least Square-Structural Equation Modelling (PLS-SEM) dengan software SMARTPLS 4. Hasil penelitian ini menunjukkan bahwa customer engagement berpengaruh secara positif dan signifikan terhadap trust, commitment dan customer value creation. Kemudian, trust berpengaruh secara positf dan signifikan terhadap commitment dan customer loyalty. Selanjutnya, commitment berpengaruh secara positif dan signifikan terhadap customer loyalty. Kemudian, customer value creation berpengaruh secara positif dan signifikan terhadap commitment dan customer loyalty

---

This research discusses the influence of customer engagement through instagram on Somethinc customers' customer loyalty. There are variables of trust, commitment, and customer value creation between the two relationships. Data collection was conducted through a survey of 199 respondents who live in Indonesia, are over 18 years old, follow Somethinc's instagram account, and have purchased Somethinc products more than once. The questionnaire distribution method was carried out online using Google Form and data analysis using Partial Least Square-Structural Equation Modeling (PLS-SEM) with SMARTPLS 4 software. The results of this study indicate that customer engagement has a positive and significant effect on trust, commitment, and customer value creation. Then, trust has a positive and significant effect on commitment and customer loyalty. Furthermore, commitment has a positive and significant effect on customer loyalty. Then, customer value creation has a positive and significant effect on commitment and customer loyalty."

"ABSTRAKTesis ini membahas mengenai pengaruh moderasi variabel demografi terhadaphubungan orientasi pemasaran relasional dengan loyalitas pelanggan. Dalampenelitian ini digunakan construct orientasi pemasaran relasional sebagai suatubangunan multi dimensional yang terdiri atas 5 komponen perilaku yakni :Kepercayaan, Komitmen, Komunikasi, Keterikatan dan Kepuasan. Penelitiandilakukan di tahun 2012 dengan jumlah responden sebanyak 100 orang.Responden adalah para pelanggan dari CV. XYZ sebuah perusahaan jasa yangmenjadi agen penjualan mesin-mesin produksi untuk industri makanan terutamauntuk produk biskuit, usaha lain dari CV XYZ adalah pembuatan sparepartsmesin. Hasil penelitian menunjukkan bahwa variabel demografi jenis kelaminmemberikan efek moderasi terhadap hubungan orientasi pemasaran relasionaldengan loyalitas pelanggan. Terdapat pengaruh interaksi pada variabel kepuasandan loyalitas pelanggan. Sedangkan variabel pendidikan memberikan pengaruhmoderasi main effect pada variabel kepuasan dan loyalitas pelanggan. Hasilpenelitian bisa digunakan sebagai acuan perusahaan dalam mengambil strategipemasaran relasional dan juga sebagai acuan untuk penelitian selanjutnya.

---

ABSTRACTThis thesis discusses moderating impact of demographic variables (gender andeducation) on marketing relationship orientation with customer loyalty. In thisresearch, relationship market ing orientation used construct as a multidimensionalstructure consisting of five components namely behavior: Trust,Commitment, Communication, Bonding and Satisfaction. The study aims to testmoderating impact of demographic variables (gender and education) on marketingrelationship orientation with customer loyalty. Research conducted in 2012 withthe number of respondents were 100 people. Respondents were customers of CV.XYZ which is a service company as a sales agent of production processmachineries for the food industry, especially for biscuit products, others businessof CV XYZ is manufacturing of spare parts machines. The results showed that thedemographic variables - gender has moderating effect on relationship marketingorientation with customer loyalty. There was an interaction effects on customersatisfaction and loyalty variable. While the education variable providingmoderation main effect on customer satisfaction and loyalty variable. The resultscan be used as a reference for company to evaluate relationship marketing strategyas well as a reference for future studies"

"Bisnis saat ini sedang menghadapi kompetisi yang ketat dalam berbagai bidang seperti nama, kualitas dan inovasi. Kualitas yang rendah akan menimbulkan ketidakpuasan pada pelanggan padahal kepuasan pelanggan saat ini menjadi jantung bagi strategi marketing untuk membawa perusahaan pada kesuksesan. Dalam bidang transportasi, beberapa perusahaan taksi hadir sebagai salah satu alternatif bagi masyarakat yang membutuhkan transportasi yang aman dan nyaman, salah satunya Taksi Blue Bird. Dengan adanya beberapa perusahaan taksi kompetitor dan hadirnya inovasi baru yaitu transportasi online, Taksi Blue Bird terus mempertahankan keunggulannya dalam kualitas pelayanan. Penelitian ini bertujuan untuk menganalisi pengaruh kualitas pelayanan terhadap kepuasan pelanggan terhadap Taksi Blue Bird. Penelitian ini menggunakan pendekatan kuantitatif yaitu data penelitian yang dilakukan dengan survei kuesioner kepada 100 responden sesuai dengan kriteria sampel yang ditentukan. Pengolahan data dalam penelitian ini menggunakan metode analisis rank spearman. Hasil dari penelitian ini menunjukkan bahwa seluruh dimensi yang terdapat pada kualitas pelayanan yang terdiri dari tangibles, realibility, responsiveness, assurance dan emphaty berpengaruh pada kepuasan pelanggan yang memiliki dimensi experienced quality, price, dan safety and luxury. Penelitian ini juga mengungkapkan Taksi Blue Bird masih memiliki keunggulan dalam kualitas pelayanan karena sikap driver yang sopan dan ramah serta kenyamanan dalam membawa mobil.

---

Business are facing tight competition in various field such as brand, quality and innovation. Success can be found through the satisfaction of customers as customer satisfaction is now the heart of marketing strategies meaning low quality given by companies can lead to dissatisfaction with customers. In the field of public transportation, Taxi exist as one of an alternative for people who wants a safer and more comfortable service of transportation. One of which is Blue Bird Taxi, well known for it’s good service quality. With the existance of competitor companies, Blue Bird taxi continues in withstanding its excellance in service quality. This research uses quantitative approach that is research data collected through survey and distributing questionnaires to 100 respondents according to the specified sample criteria. The data is processed using rank spearman method. The results of this research presents that all dimensions in service quality (tangibles, realibility, responsiveness, assurance and emphaty) are influenced towards customer satisfaction (experienced quality, price and safety & luxury). This research reveals Blue Bird Taxi withstand its excellence in service quality because of its polite, friendly and safe driving attitude drivers making a comfortable enviroment for customers using this transportation."

"Penelitian ini memaparkan bagaimana atribut-atribut customer value pada jasa layanan purna jual dalam membentuk loyalitas pelanggan. Peneliti menggunakan pendekatan penelitian kualitalif pada penelitian ini, dengan jenis penelitian deskriptif untuk mempelajari suatu fenomena yang sedang berlangsung, dimana didalamnya juga terdapat opini dan persepsi mengenai fenomena tersebut. Hasil penelitian diperoleh bahwa proses pembentukan loyalitas pelanggan melalui atribut-atribut customer value pada jasa layanan purna jual adalah dimulai ketika pelanggan menggunakan jasa Iayanan purna jual tersebut. Atribut-atribut nilai seperti atribut fungsional dan emosional yang diciptakan oleh jasa layanan purna jual membentuk value yang kemudian membuat pelanggan puas. Sementara harga bukanlah suatu masalah meski berbeda jauh dengan penetapan harga yang ditawarkan kompetitornya, dengan membandingkan kualitas dan pelayanan yang mereka terima.

---

This research exposes how the attributes of customer value on the after-sales service can establish customer loyalty. This research uses a qualitative research method with a descriptive type of research, because the researcher want to learn about the process ofthe phenomenons, where there are also opinions and perceptions about these phenomenas. The results of this research show that customers will always looking for the benefit of the value of services they use. The customers consider that attributes of the value such as iimctional and emotional attributes, which is created by the after sales services, membentuk value that make them satisfied. For customers the price attribute is not a big problem event it has a big differ with the competitor w long as the quality of the services is satisfied."

"Perkembangan teknologi digital telah meningkatkan jumlah e-commerce, serta meningkatkan persaingan untuk menarik pelanggan. Kualitas layanan telah ditelusuri sebagai faktor penting yang mempengaruhi kepuasan pelanggan dan loyalitas pelanggan. Penelitian ini bertujuan untuk menguji pengaruh kualitas layanan elektronik terhadap loyalitas pelanggan melalui efek mediasi dari kepuasan pelanggan pada pelanggan Lazada di DKI Jakarta. Penelitian menggunakan pendekatan kuantitatif dengan teknik purposive sampling pada 180 responden yang didapatkan melalui penyebaran kuesioner secara online. Data yang didapatkan dianalisis menggunakan analisis regresi linear dan uji sobel, dengan bantuan software SPSS. Hasil penelitian ini menunjukan bahwa: (1) Kualitas layanan elektronik berpengaruh positif terhadap loyalitas pelanggan pada pelanggan Lazada di DKI Jakarta; (2) Kualitas layanan elektronik berpengaruh positif terhadap kepuasan pelanggan pada pelanggan Lazada di DKI Jakarta; (3) Kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan pada pelanggan Lazada di DKI Jakarta; (4) Terdapat pengaruh mediasi dari kepuasan pelanggan terhadap hubungan kualitas layanan elektronik dan loyalitas pelanggan pada pelanggan Lazada di DKI Jakarta.

---

The development of digital technology has increased the amount of e-commerce, as well as the competition to attract customers. Service quality has been traced as an important factor influencing customer satisfaction and customer loyalty. This study aims to examine the effect of electronic service quality towards customer loyalty through the mediating effect of customer satisfaction on Lazada customers in DKI Jakarta. The research used a quantitative approach with a purposive sampling technique on 180 respondents who were obtained through online questionnaires. The data collected were analyzed using linear regression analysis and the Sobel test, with the help of SPSS software. The results of this study indicate that: (1) The quality of electronic services has a positive effect towards customer loyalty on Lazada customers in DKI Jakarta; (2) The quality of electronic services has a positive effect towards customer satisfaction on Lazada customers in DKI Jakarta; (3) Customer satisfaction has a positive effect towards customer loyalty on Lazada customers in DKI Jakarta; (4) Customer satisfaction acts as a mediator between electronic service quality and customer loyalty on Lazada customers in DKI Jakarta.