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"Tesis ini menganalisa retail mix yang memiliki 6 dimensi yaitu lokasi, manajemen produk, harga, bauran komunikasi, desain dan tampilan toko serta pelayanan pelanggan dan brand image yang memiliki 3 dimensi yaitu brand strength, brand favorability, dan brand uniqueness terhadap customer satisfaction dengan melalui customer satisfaction sebagai variabel mediasi di Lotte Mart Kelapa Gading.Lotte Mart merupakan salah satu hipermarket terbesar di Jakarta yang memiliki tema atau gaya Korea. Metode riset dari penelitian ini adalah deskriptif riset dengan teknik sampel non-probability. Berdasarkan data dari 220 pelanggan Lotte Mart, didapat bahwa retail mix dan brand image berpengaruh terhadap customer loyalty melalui customer satisfaction.

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This thesis analyze retail mix that have 6 dimensions consists location, merchandise management, price, communication mix, store design and also display and customer service and brand image that have 3 dimensions consists brand strength, brand favorability, and brand uniqueness toward customer loyalty with customer satisfaction as mediating variable at Lotte Mart Kelapa Gading.

Lotte Mart is one of the largest hypermarket or retailer in Jakarta, that have Korean style or theme. The research method for this research is descriptive research with non-probability sampling technique. Based on 220 Lotte Mart customers, the retail mix and brand image have influences on customer loyalty through customer satisfaction."

"Di masa pandemi covid-19, hampir seluruh sektor ekonomi terkena dampaknya. Salah satu sektor yang bisa bertahan kuat adalah industri transportasi dan logistik online. Industri ini bisa kuat menghadapi resistensi dampak dari pandemi dikarenakan kapabilitasnya bisa menghubungkan banyak orang dengan berbagai macam kebutuhan dengan minim kontak fisik. Selanjutnya, situasi pascapandemi kemudian membuat mobilitas masyarakat semakin masif dan pesat setelah pemerintah Indonesia secara resmi mencabut aturan pembatasan sosial yang selama ini menghambat pertumbuhan ekonomi. Melihat hal tersebut, Gojek sebagai operator layanan aplikasi transportasi online terbesar di Indonesia menyampaikan rencana visi dan misi mereka di acara tahunan Gojek Outlook 2023. Perubahan strategi secara besar akan dilakukan perlahan-lahan oleh Gojek dengan mengurangi biaya promosi yang selama ini mereka keluarkan dan mengalihkannya ke dalam peningkatan pelayanan maupun optimisasi berbagai keputusan bisnis yang mendukung Gojek dalam mendapatkan profitabilitas. Untuk itu, penelitian ini dilakukan untuk menganalisis bagaimana pengaruh customer review sebagai variabel yang mencerminkan pendapat konsumen mengenai layanan Gojek saat ini terhadap variabel customer satisfaction dan customer loyalty ditambah dengan brand image sebagai moderasi. Penelitian dengan jenis kuantitatif ini menggunakan metode survei yang disebarkan pada bulan November-Desember 2023 pada masyarakat Generasi Z dan Milenial di Jabodetabek dan mendapatkan 153 responden. Sementara itu data text mining juga dilakukan untuk data kualitatif pada aplikasi Gojek dan mendapatkan 45.273 dataset. Data yang didapatkan kemudian diolah menggunakan software SPSS, Smart PLS 3.0, dan Orange. Hasil penelitian ini menunjukan bahwa beberapa dimensi customer review berpengaruh secara positif dan signifikan terhadap customer satisfaction. Lalu brand image dan customer satisfaction yang berpengaruh secara positif dan signifikan terhadap customer loyalty. Begitupun dengan peran brand image sebagai moderasi terhadap customer loyalty. Namun, tidak ada satupun dimensi customer review yang berpengaruh secara signifikan terhadap customer loyalty diikuti beberapa dimensi customer review terhadap customer satisfaction.

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During the Covid-19 pandemic, nearly all economic sectors were affected. One sector that can remain robust is the online transportation and logistics industry. This industry can sustain itself in facing the impact of the pandemic due to its capability to connect many people with various needs with minimal physical contact. Furthermore, the post-pandemic situation made people's mobility even more massive and rapid after the Indonesian government officially lifted the social restrictions that had hampered economic growth. Observing this trend, Gojek, as the largest online transportation application service operator in Indonesia, presented its vision and mission plan at the annual Gojek Outlook 2023 event. Gojek aims to make significant strategic changes gradually by reducing the promotional costs they have been incurring and redirecting them to improve services and optimize various business decisions that support Gojek in achieving profitability. For this reason, this research was conducted to analyze the influence of customer reviews as a variable that reflecting consumers opinions on current Gojek services. The study focused on the variables of customer satisfaction and customer loyalty, with brand image considered as a moderating factor. This quantitative research employed a survey method distributed in November-December 2023 among Generation Z and Millennial communities in Jabodetabek, with 153 respondents. Additionally, text mining data was conducted for qualitative data on the Gojek application, resulting in 45,273 datasets. The collected data was then processed using SPSS, Smart PLS 3.0, and Orange software. The research results indicate that several dimensions of customer reviews have a positive and significant effect on customer satisfaction. Moreover, brand image and customer satisfaction positively and significantly influence customer loyalty, with brand image playing a role as a moderator of customer loyalty. However, none of the customer review dimensions show a significant effect on customer loyalty, followed by several customer review dimensions on customer satisfaction."

"LinkAja sebagai salah satu dompet digital di Indonesia memiliki target dalam meningkatkan transaksi pengguna aktif yang sehat dan loyal. Penelitian ini bertujuan untuk menganalisis pengaruh mobile wallet service dimensions yaitu perceived service quality, perceived ease of use, perceived usefulness, perceived cost, dan perceived security terhadap customer loyalty melalui customer satisfaction pada pengguna LinkAja di Jabodetabek. Penelitian ini menggunakan pendekatan kuantitatif dan teknik purposive sampling dengan menyebarkan kuesioner melalui Google Form kepada 165 responden yang merupakan pengguna LinkAja di Jabodetabek, berusia minimal 17 tahun/sudah memiliki KTP, dan telah melakukan transaksi pada aplikasi LinkAja minimal dua kali dalam enam bulan terakhir. Analisis deskriptif dan uji regresi menggunakan SPSS digunakan dalam menganalisis data. Temuan menunjukkan bahwa mobile wallet service dimensions berpengaruh secara signifikan terhadap customer satisfaction dan customer loyalty, customer satisfaction berpengaruh secara signifikan terhadap customer loyalty, serta mobile wallet service dimensions juga berpengaruh secara signifikan terhadap customer loyalty melalui customer satisfaction pada pengguna aplikasi dompet digital LinkAja di Jabodetabek. Lebih lanjut, dimensi dari mobile wallet service yaitu perceived service quality, perceived usefulness, dan perceived security ditemukan memiliki pengaruh terhadap customer satisfaction, sedangkan customer loyalty dipengaruhi oleh dimensi perceived service quality, perceived cost, dan perceived security.

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LinkAja, as one of the digital wallets in Indonesia, aims to increase healthy and loyal active user transactions. This study analyzes the impact of mobile wallet service dimensions, namely perceived service quality, perceived ease of use, perceived usefulness, perceived cost, and perceived security, on customer loyalty through customer satisfaction among LinkAja users in Jabodetabek. The research utilizes a quantitative approach and purposive sampling technique, distributing questionnaires via Google Form to 165 respondents who are LinkAja users in Jabodetabek, aged at least 17 years old/already have an ID card, and have conducted transactions on the LinkAja application at least twice in the last six months. Descriptive analysis and regression tests using SPSS were used to analyze the data. The findings indicate that mobile wallet service dimensions significantly affect customer satisfaction and customer loyalty. Additionally, customer satisfaction significantly influences customer loyalty, and mobile wallet service dimensions also significantly affect customer loyalty through customer satisfaction of the LinkAja users in Jabodetabek. Furthermore, the dimensions of mobile wallet service, namely perceived service quality, perceived usefulness, and perceived security, are found to influence customer satisfaction, while customer loyalty is influenced by perceived service quality, perceived cost, and perceived security."

"ABSTRAKPasar kedai kopi berkembang secara global di Indonesia. Saat ini pasar kedai kopi di Indonesia didominasi oleh merek terbesar dan ternama yaitu Starbucks. Penelitian ini bertujuan untuk mengetahui pengaruh bauran pemasaran dan citra merek kedai kopi terhadap kepuasan pelanggan dan loyalitas pelanggan. Survei dilakukan dengan responden terpilih yang telah mengunjungi kedai kopi setidaknya sekali dalam seminggu. Analisis regresi dilakukan dengan data yang dikumpulkan dari 174 responden. Temuan mengungkapkan bahwa faktor produk dan factor harga merupakan faktor penting yang mempengaruhi citra merek. Faktor orang dan faktor proses memiliki pengaruh besar terhadap kepuasan pelanggan. Loyalitas pelanggan sangat terpengaruh oleh faktorharga. Studi ini memberikan dasar untuk strategi pemasaran bagi perusahaan yang akan meluncurkan atau menjalankan merek coffee shop di Jakarta, Indonesia.

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ABSTRACTCoffee shop market is growing globally and in Indonesia as well. Currently coffee shop market in Indonesia is dominated by a giant global chain coffee shop brand, Starbucks. The current study aims to find out the effect of marketing mix and brand image of coffee shop on customer satisfaction and customer loyalty. The survey was conducted with the purposively chosen customers who have visited coffee shop at least once a week. The regression analysis was performed with the data collected from 174 respondents. The findings revealed that product factor and price factor are important factors affecting the brand image. People factor and process factor had big effect on customer satisfaction. Customer loyalty was affected highly by price factor. This study provides the base for marketing strategy for companies that would launch or run coffee shop brand at Jakarta, Indonesia."

"Tesis ini membahas mengenai pengaruh Experiential Marketing dan Service Quality yang diterapkan oleh Mujigae Resto Mall Kelapa Gading terhadap Customer Satisfaction dan Customer Loyalty. Penelitian ini merupakan penelitian deskriptif dengan teknik sampel non probability sampling. Berdasarkan data dari 240 responden, penelitian ini membuktikan adanya pengaruh positif signifikan antara Experiential Marketing terhadap Customer Satisfaction dan Customer Loyalty, Customer Satisfaction terhadap Customer Loyalty, serta Service Quality terhadap Customer Satisfaction.

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This thesis discusses about the effect of Experiential Marketing and Service Quality which are applied by Mujigae Resto at Kelapa Gading Mall toward the Customer Satisfaction and Customer Loyalty. This research is descriptive research. Based on data from 240 respondents, this study proves the existence of a significant positive effect between Experiential Marketing on Customer Satisfaction and Customer Loyalty, Customer Satisfaction on Customer Loyaly, and Service Quality on Customer Satisfaction."

"ABSTRAKPerkembangan industri ritel pada tahun-tahun belakangan ini terlihatsangat pesat. Bisnis ritel di Indonesia mengalami perkembangan pesatdikarenakan faktor meningkatnya jumlah dan pendapatan penduduk Indonesiayang menyebabkan taraf hidup masyarakat Indonesia meningkat. Sehingga tidakmengherankan pertumbuhan gerai-gerai minimarket di berbagai daerah diIndonesia dapat meningkat dengan pesat. Indikatornya adalah dengan semakinbanyaknya toko ritel yang ada di Indonesia. Dalam karya tulis ini akan dibahasmengenai dimensi-dimensi Store Image mana yang berpengaruh terhadapCustomer Satisfaction. Store Image merupakan kepribadian toko yang melekatdibenak konsumen dalam sebuah ritel. Dimensi Store Image menurut penelitianTheodoridis adalah: Product, Price, Atmosphere, Personnel, Merchandising, In-Store Convenience. Salah satu industri Ritel yang musti menjaga Store Imageadalah Alfamart. Dimana untuk mampu bertahan Alfamart harus mengetahuifaktor-faktor store image yang mempengaruhi customer satisfaction. Dari hasilpenelitian ini membuktikan secara empiris bahwa Store Image dapatmempengaruhi Customer Satisfaction. Faktor-faktor yang berpengaruh secarasiginificant terhadap Customer Satisfaction dan bersifat searah terhadap CustomerSatisfaction adalah variabel Product, Price, Personnel dan In-Store Convenience.

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ABSTRACTThe development of the retail industry in recent years looks very rapidly.Retail business in Indonesia experienced rapid development due to the increasingnumber of factor income and residents of Indonesia that led to the welfare ofsociety Indonesia increased. So it's not surprising growth outlets-outlets aminimart in various areas in Indonesia could rise rapidly. The charge indicatorswill is by growing number of retail stores that existed in Indonesia. In this paperwill be discussed regarding the dimensions Store Image where the effect onCustomer Satisfaction. Store Image is the personality of the store that is attachedto a retail consumer dibenak. Dimensions of Store Image according to researchTheodoridis is Product, Price, Atmosphere, Personnel, Merchandising, In-StoreConvenience. One of the retail industry that must maintain the Store Image isAlfamart. Where to be able to survive Alfamart should know the factors that affectthe image store is customer satisfaction. From the results of this research proveempirically that Store Image can affect Customer Satisfaction. Influential factorsin Customer Satisfaction against the siginificant and direct nature towardsCustomer Satisfaction is a variable Product, Price, Personnel and In-StoreConvenience."

"ABSTRAKTujuan penelitian ini adalah melihat apakah faktor atau determinan yang mempengaruhi kepuasan satisfaction konsumen ketika membeli paket wisata dari website. Studi ini berfokus pada sebelas website penyedia paket wisata dan website tersebut termasuk dalam kategori desain website terbaik versi argiacyber. Penelitian ini menggunakan variabel e-customer satisfaction sebagai variabel mediator yang mempengaruhi hubungan 4 empat determinan pembelian paket wisata dari website yaitu website image, online routine, website knowledge, dan innovativeness terhadap e-customer loyalty. Peneliti melakukan pre-test terlebih dahulu dengan uji statistik SPSS 20 untuk menentukaan indikator setiap variabel pernyataan peneliti valid dan reliabel. Setelah melakukan pre-test, kemudian peneliti menggunakan Sructural Equation Modelling SEM untuk mengolah main test dengan software LISREL 8.51. Hasil penelitian memperlihatkan bahwa hanya 2 dua determinan yang mempengaruhi kepuasan konsumen yaitu online routine dan innovativeness serta penelitian menunjukkan e-customer satisfaction memediasi hubungan antara kedua determinan tersebut terhadap e-customer loyalty. Namun, ada 2 dua determinan yang tidak mempengaruhi kepuasan konsumen yaitu website image dan website knowledge.

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ABSTRACTThe objective of this study is to examine what the factors or determinants that affects e customer satisfaction when consumer purchase tour packages from the website. This study focuses on eleven website tour package provider and also the website is included in which of best design website category of argiacyber version. This research using e customer satisfaction as mediator variable that influence the relationship of 4 four determinant of tour package purchase from website which are website image, online routine, website knowledge, and innovativeness toward e customer loyalty. The researcher doing pre test firstly with SPSS 20 statistical test to determine the indicator of each variable are valid and reliable. After doing pre test, the researcher using Structural Equation Modelling SEM to process main test with software LISREL 8.51. The results showing that only 2 two determinants can affects e customer satisfaction which are online routine and innovativeness and also research shows e customer satisfaction has mediating role on the relationship between two determinants toward e customer loyalty. However, there are 2 two determinants that can rsquo t affects the e customer satisfaction which are website image and website knowledge."

"Seabank merupakan salah satu digital bank yang merupakan perusahaan raksasa teknologi asal Singapura yaitu Sea Group, berhasil melakukan masuk ke dalam pasar perbankan di Indonesia. Semakin meningkatnya pertumbuhan Bank Digital di Indonesia akan mengancam loyalitas nasabah Seabank sendiri karena maraknya permasalahan customer switching dan multiple account dibidang perbankan. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh Pengaruh Customer Experience, Customer Satisfaction, dan Word of Mouth terhadap Customer Loyalty dengan Consumer Demographics sebagai Variabel Moderasi pada Nasabah Seabank di DKI Jakarta. Penelitian ini dilakukan dengan menyebarkan kuesioner menggunakan Google Form kepada 100 nasabah Seabank di DKI Jakarta dengan usia minimal 18 tahun dan telah melakukan transaksi melalui aplikasi Seabank minimal 2 kali dalam 6 bulan terakhir. Penelitian ini menggunakan analisis deskriptif, analisis regresi liniear dengan uji t dan f serta moderated regression analysis melalui software SPSS. Hasil penelitian ini menunjukkan bahwa customer experience, customer satisfaction, dan word of mouth secara parsial memiliki pengaruh signifikan terhadap customer loyalty pada nasabah Seabank di DKI Jakarta. Akan tetapi, variabel moderasi yaitu consumer demographics yang terdiri dari jenis kelamin, usia, dan pendapatan, tidak memiliki memiliki pengaruh sehingga tidak memoderasi pengaruh antara variabel customer experience, customer satisfaction, dan word of mouth terhadap customer loyalty. Sedangkan pendidikan memoderasi pengaruh customer satisfaction terhadap customer loyalty.

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Seabank is a digital bank from Singapura which has succeeded in entering the banking market in Indonesia. The increasing growth of Digital Banks in Indonesia will threaten the loyalty of Seabank's own customers due to the increasing problems of customer switching and multiple accounts in the banking sector. The purpose of this research is to analyze the influence of Customer Experience, Customer Satisfaction, and Word of Mouth on Customer Loyalty with Consumer Demographics as a Moderating Variable on Seabank Customers in DKI Jakarta. This research was conducted by distributing questionnaires using Google Form to 100 Seabank customers in DKI Jakarta who were at least 18 years old and had made transactions via the Seabank application at least twice in the last 6 months. This research uses descriptive analysis, linear regression analysis with t and f tests and moderated regression analysis using SPSS software. The results of this research show that customer experience, customer satisfaction, and word of mouth partially have a significant influence on customer loyalty of Seabank customers in DKI Jakarta. However, the moderating variable, namely consumer demographics which consists of gender, age and income, has no influence so it does not moderate the influence of the customer experience, customer satisfaction and word of mouth variables on customer loyalty. Meanwhile, education moderates the influence of customer satisfaction on customer loyalty."

"Mendapatkan pengunjung yang puas dan loyal merupakan kunci utama dalam keberhasilan suatu shopping mall. Di kawasan segitiga emas Jakarta, ada delapan shopping mall yang harus bersaing satu sama lainnya dalam merebut hati pengunjung. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi customer satisfaction dan customer loyalty dalam konteks shopping mall. Sampel penelitian ini adalah orang yang pernah mengunjungi salah satu shopping mall di kawasan segitiga emas Jakarta minimal sebanyak tiga kali dalam tiga bulan terakhir. Data diolah dengan menggunakan metode Structural Equation Modelling. Hasil penelitian menunjukkan bahwa customer perceived value berpengaruh positif terhadap customer satisfaction dan customer loyalty. Customer satisfaction juga dibuktikan memiliki pengaruh positif terhadap customer loyalty. Mall environment berpengaruh positif terhadap customer perceived value namun tidak berpengaruh terhadap customer satisfaction dan customer loyalty.

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Having satisfied and loyal consumers are the key for success in shopping mall context. In golden triangle of Jakarta area, there are eight shopping mall which compete to gain customer's heart. This study aims to analyze factors that affect customer satisfaction and customer loyalty in shopping mall. Samples from this research are people who visit one of eight shopping mall in golden triangle of Jakarta area minimal three times in the last three months. They were then analyzed using Structural Equation Modelling. The result of this research shows that customer perceived value has positive effect on customer satisfaction and customer loyalty while customer satisfaction has affect customer loyalty positively. Meanwhile, mall environment has positive effect on customer perceived value but does not affect customer satisfaction and customer loyalty."

"Tantangan untuk memperoleh kepuasan dan loyalitas pelanggan semakin besar di persaingan yang semakin kompetitif saat ini. Terutama pada sektor perbankan yang menawarkan produk yang relatif sama seperti sektor perbankan. Studi sebelumnya telah membuktikan bahwa inovasi layanan merupakan kebutuhan yang tidak dapat dihindari untuk kelangsungan hidup perusahaan dan sangat penting untuk mempengaruhi kepuasan dan loyalitas pelanggan dalam industri perbankan. Di sisi lain, model konseptual yang matang mengenai faktor yang mepengaruhi kepuasan dan loyalitas pelanggan sudah lebih dulu ditemukan dengan mempertimbangkan service quality sebagai antecedent. Penelitian ini bertujuan untuk mengembangkan dan memvalidasi model konseptual baru dari kepuasan dan loyalitas pelanggan di industri perbankan Indonesia dengan inovasi layanan dan konsep kualitas layanan sebagai anteseden, dengan juga dimensi kualitas layanan yang digunakan. Untuk memvalidasi model konseptual yang diusulkan, survei online dilakukan dan data dari 274 pelanggan bank ritel sampel di Indonesia digunakan. Analisis data menggunakan Structural Equation Modeling (SEM). Hasil SEM menunjukkan bahwa inovasi layanan berpengaruh positif terhadap kualitas layanan, kepuasan, dan loyalitas pelanggan, sedangkan service quality berpengaruh positif pada kepuasan pelanggan, namun tidak berpengaruh terhadap loyalitas pelanggan. Kemudian, kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. Studi ini memperkaya studi yang ada yang berfokus pada kepuasan dan loyalitas pelanggan dalam perbankan terutama dalam konteks negara berkembang.

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Customer satisfaction and loyalty are more challenging to obtain in today increasingly competitive market including banking sector which offered relatively similar product. Earlier study has proven that service innovation is an inevitable necessity for firm's survival and is critical to influence the customer satisfaction and loyalty in banking industry. On the other hand, a well-developed conceptual model of satisfaction and loyalty in service industry has been established, considering service quality as the antecedent. This study is aimed to develop and validate a new conceptual model of customer satisfaction and loyalty in Indonesia banking industry with service innovation and service quality concept as the antecedent, with also employed service quality dimensions. In order to validate the proposed conceptual model, online survey was conducted and data from 274 sampled customers of retail bank in Indonesia was used. The data analysis employed Structural Equation Modeling (SEM). SEM results show that service innovation has positive effect to service quality, customer satisfaction and loyalty while service quality has positive impact on customer satisfaction, and customer satisfaction has positive impact on customer loyalty. However, the effect of service quality to customer loyalty was not supported. This study enriches existing study which focus on customer satisfaction and loyalty in banking especially in emerging country context. Moreover, this study provides additional knowledge with incorporating service innovation and service quality as antecedent of customer satisfaction and loyalty in banking industry."