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"[ABSTRAKSkripsi ini membahas tentang cara mengukur loyalitas pelanggan terhadap gerai ritelThe Goods Dept dilihat dari kepribadian merek ritel dan kesesuaian antara konsep dirikonsumen The Goods Dept dengan konsumen The Goods Dept yang lain. Selain itu,variabel gender digunakan sebagai moderasi dalam penelitian ini. Penelitian initergolong penelitian kuantitatif dengan desain deskriptif. Hasil penelitian menyarankanapabila The Goods Dept ingin meningkatkan loyaitas terhadap gerainya, maka timmanajerial The Goods Dept sebaiknya membuat rencana pemasaran yang tidakmembedakan gender pelanggannya dan untuk mempertahankan nilai keunikannyadengan lebih menyeleksi dengan baik produk-produk yang dijual.

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ABSTRACTThe focus of this study is how to measure The Goods Dept?s store loyalty in terms ofretail brand personality and self-congruity. Gender is uses as moderating variable inthis study. This research is quantitative descriptive interpretive. The researchersuggests that if The Goods Dept wants to increase the store loyalty, the manager shouldmake marketing plans which can be applied to both men and women customers andshould keep its uniqueness by selling unique and selected products only;The focus of this study is how to measure The Goods Dept?s store loyalty in terms ofretail brand personality and self-congruity. Gender is uses as moderating variable inthis study. This research is quantitative descriptive interpretive. The researchersuggests that if The Goods Dept wants to increase the store loyalty, the manager shouldmake marketing plans which can be applied to both men and women customers andshould keep its uniqueness by selling unique and selected products only, The focus of this study is how to measure The Goods Dept’s store loyalty in terms ofretail brand personality and self-congruity. Gender is uses as moderating variable inthis study. This research is quantitative descriptive interpretive. The researchersuggests that if The Goods Dept wants to increase the store loyalty, the manager shouldmake marketing plans which can be applied to both men and women customers andshould keep its uniqueness by selling unique and selected products only]"

"ABSTRAKSkripsi ini menganalisis dampak dari retail brand personality dan self-congruity terhadap store loyalty, dengan efek moderasi dari jenis kelamin, dan mengambil industri fast fashion Jabodetabek sebagai studi kasus. Penelitian ini merupakan penelitian kuantitatif dengan desain deskriptif cross-sectional. Hasil penelitian menyarankan bahwa untuk meningkatkan store loyalty, peritel harus berfokus untuk melayani tipe konsumen yang memiliki imej yang kongruen dengan imej merek ritel yang ada sekarang. Sementara itu, memanfaatkan retail environment untuk meningkatkan komunikasi dalam dan luar toko juga baik demi meningkatkan nilai retail brand personality.

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ABSTRACTThis thesis analyzes the impact of retail brand personality and self-congruity on store loyalty, with the moderating effect of gender, taking the fast fashion industry in greater area of Jakarta as the study case. This research is a quantitative research with descriptive, cross-sectional design. The results of the research suggested that in order to increase the store loyalty, retailers should focus on catering the types of customers whose image are congruent with the current retail brand image. Meanwhile, utilizing the retail environment to increase in-store and out-store communications is also good for the sake of increasing the value of retail brand personality."

"Budaya masyarakat tontonan yang berkembang di masyarakat perkotaan mengakibatkan terjadinya fenomena komodifikasi tontonan. Hal ini turut berdampak pada salah satu kegiatan konsumsi yaitu berbelanja. Kebutuhan akan ruang ritel, sebagai satu jenis space of consumption, tidak lagi sekadar menjadi ruang untuk menampilkan komoditas berupa barang, tetapi juga perlu memenuhi fungsi sebagai ruang yang menyajikan tontonan demi meningkatkan kualitas pengalaman berbelanja. Jika terjadi pergeseran pada strategi desain ruang ritel, lantas bagaimana kecenderungan pergeseran strategi desain ritel tersebut mengacu pada teori ritel klasik? Penelitian ini mencoba menguak strategi desain ruang ritel menggunakan analogi pertunjukan teater untuk menghadirkan alternatif desain yang merespon komodifikasi tontonan. Retail Theater adalah istilah yang digunakan untuk menjelaskan analogi tersebut. Adanya pergeseran strategi desain ruang ritel klasik ke retail theater terbukti melalui analisis berdasarkan studi literatur dan observasi partisipatif terhadap strategi desain ruang yang diterapkan peritel pada toko ritel The Goods Dept Pacific Place.

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The culture of society of spectacle which develops in urban communities led to the phenomenon of commodification of spectacle. It also brings impact on consumption as one kind of shopping activity. The function of retail space, as a kind of space of consumption, no longer present just to be a space to display the commodity in the form of goods, but also need to fulfill the function to provide spectacles in order to improve the quality of shopping experience. If there are some changes in the strategy of retail space design, then how is the tendency of the shifting strategy of retail space design refers to the classical theory of retail design? This research attempts to uncover retail space design strategy by using theatrical analogy to present alternative design which responds the phenomenon of commodification of the spectacle. Retail Theater is a term used to explain the analogy. The shift in retail space design strategy from the classic theory to retail theater proved through analysis based on literature study and partisipative observation of the design space strategy applied in The Goods Dept at Pacific Place."

"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."

"Dalam kondisi persaingan usaha yang semakin ketat di Indonesia, merek semakin terpilih sebagai faktor kunci dari seleksi pelanggan. Kesetiaan pelanggan dengan merek harus diperkuat oleh perusahaan. Konsep kepuasan dan loyalitas konsumen merupakan dua konsep yang saling berkaitan dan sangat penting bagi perusahaan. Berbagai macam strategi dilakukan oleh perusahaan untuk mewujudkan dua hal tersebut. Penelitian ini bertujuan untuk menganalisa pengaruh brand personality, brand experience, brand trust, brand love dan nostalgia terhadap consumer brand loyalty dengan menggunakan studi kasus minyak kayu putih Cap Lang dan Blue Band. Sampel penelitian ini adalah yang mengetahui minyak kayu putih Cap Lang dan Blue Band sejak masa kecil dan menggunakan produk minyak kayu putih Cap Lang sebagai obatan pribadinya dan Blue Band sebagai margarin yang digunakannya sampai saat ini. Data diolah dengan menggunakan metode Structural Equation Modelling. Hasil penelitian menunjukkan bahwa brand personality, brand experience dan brand trust memiliki pengaruh positif terhadap satisfaction. Kemudian, brand personality, brand experience, brand trust, brand love dan satisfaction memiliki pengaruh positif terhadap brand loyalty. Sedangkan, nostalgia tidak memiliki pengaruh positif terhadap brand loyalty.

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In the increasingly fierce business competition conditions in Indonesia, the brand is increasingly selected as a key factor of customer selection. Customer loyalty to the brand must be reinforced by the company. The concept of customer satisfaction and loyalty are two interrelated concepts and very important for the company. Various strategies are done by the company to realize these two things. This study aims to analyze the impact of brand personality, brand experience, brand trust, brand love and nostalgia on consumer brand loyalty by using the case study of eucalyptus oil Cap Lang and Blue Band. The samples of this study are those that know the eucalyptus oil Cap Lang and Blue Band since childhood and use the eucalyptus oil Cap Lang products as his personal medicines and Blue Band as the margarine he uses to date. Data is processed by using Structural Equation Modeling method. The results show that brand personality, brand experience and brand trust have a positive impact on satisfaction. Then, brand personality, brand experience, brand trust, brand love and satisfaction have a positive impact on brand loyalty. Meanwhile, nostalgia has no positive impact on brand loyalty."

"Store brand merupakan salah satu strategi yang diterapkan oleh peritel untuk dapat bersaing di pasar. Terdapat beberapa faktor yang digunakan untuk menjelaskan perilaku pembelian store brand. Berdasarkan penelitian sebelumnya, store image, store brand price image dan perceived risk berpengaruh terhadap purchase intention produk store brand. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh store image, store brand price image dan perceived risk terhadap purchase intention produk store brand Watsons. Penelitian menggunakan metode Structural Equation Modeling (SEM) untuk menguji hipotesis penelitian. Tehnik pengumpulan data dengan cara survei melalui kuesioner. Populasi dan sampel dalam penelitian adalah pengunjung ataupun pembeli di ritel Watsons JABODETABEK dengan jumlah sampel sebanyak 180 responden yang dipilih secara acak. Hasil dari penelitian menunjukkan bahwa store image perceptions dan store brand price image berpengaruh positif terhadap store brand purchase intention.

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Store brand is one of retailer's strategy to be competitive in the market. Several factors have been underlined to explain store brands' (SBs) purchase behavior.Based on previous research, store image, store brand price image and perceived risk have an influence toward store brand purchase intention. The purpose of this study was to examine the effect store image, store brand price image and perceived risk on purchase intention of store brand products Watsons. A research using Structural equation modeling to test the hypothesized relationships. Methods of data collection by survey techniques. Populations and samples in this study are the visitor or buyer at 'Drugstore Watsons' JABODETABEK, with a total sample of 180 respondents were randomly selected. The result of this study shows that store image perceptions and SB price-image positif influence significantly SB purchase intention."

"Guna memenangkan hati pasar, sebuah merek harus bisa terlihat berbeda dan menonjol ketimbang kompetitiornya. Hal ini dikarenakan persaingan merebut pasar cukup sengit, terlebih dengan banyaknya pilihan dapat membuat konsumen beralih dari satu merek ke merek lainnya. Dalam menjawab permasalahan tersebut, Dove, salah satu anak perusahaan Unilever menciptkan brand personality yang kuat dan sesuai dengan karakteristik perempuan sebagai konsumennya. Adanya brand personality yang kuat memunculkan self-congruence dalam diri konsumen dengan Dove. Secara tidak langsung, keterikatan ini dapat memunculkan keputusan pembelian konsumen terhadap Dove ketimbang merek lainnya.

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In order to win the hearts of the market, a brand should be able to look different and stand out rather than its competitor. This is because the market is quite fierce competition to win, especially with many choices can make consumers switch from one brand to another brand. In order to answer to these problems, Dove, a subsidiary of Unilever, creating a strong brand personality and in accordance with the characteristics of women as consumers. The existence of a strong brand personality led to self-congruence within the consumer with Dove. Indirectly, this attachment can bring the purchasing decision of consumers to Dove than other brands."

"Pertumbuhan konsumen kelas menengah menimbulkan tren gaya hidup baru di Jakarta, yaitu konsumsi restoran kelas menengah khususnya pada tipe restoran casual-dining. Penelitian ini bertujuan untuk menganalisa pengaruh variabel Price-Quality Schema, Prestige Sensitivity, dan Self-Congruity terhadap Perceived Quality dari konsumen anak muda pada restoran casual-dining. Penelitian ini menggunakan sampel konsumen restoran casual-dining di Jakarta yang berusia 18-33 tahun dengan metode nonprobability sampling. Data hasil penelitian diolah menggunakan metode Structural Equation Modeling. Hasil penelitian menunjukkan bahwa Price-Quality Schema dan Self-Congruity merupakan faktor-faktor yang berpengaruh terhadap Perceived Quality dari konsumen anak muda pada konteks restoran casual-dining.

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The growth of middle-class consumers creates new lifestyle trend in Jakarta. The new lifestyle trend is consumption of middle class restaurants, specifically casualdining restaurants. The purpose of this research is to analyze the effect of Price- Quality Schema, Prestige Sensitivity, and Self-Congruity on Perceived Quality of young adult consumers in casual-dining restaurants context. This research uses sample of young adult consumers from 18-33 age group who have visited casualdining restaurant in Jakarta using nonprobability sampling method. The data collected then analyzed using Structural Equation Modeling method. The result of this research shows that Price-Quality Schema and Self-Congruity are factors that affect Perceived Quality of young adult consumers in casual-dining restaurants context."

"Tesis ini menganalisa retail mix dengan menguji pengaruh dari enam variabel, yaitu lokasi, manajemen produk, harga, bauran komunikasi, desain dan tampilan toko serta customer servis, terhadap kepuasan pelanggan serta loyalitas pelanggan The Goods Dept. The Goods Dept merupakan toko ritel dengan mengusung gaya hidup dan memiliki konsep toko yang berbeda dengan menjual 85% produk lokal. Metode riset dari penelitian ini adalah deskriptif riset dengan teknik sampel nonprobability. Berdasarkan data dari 188 pelanggan The Goods Dept, didapat bahwa variabel manajemen produk, harga dan servis berpengaruh terhadap kepuasan pelanggan serta variabel harga, bauran komunikasi berpengaruh terhadap loyalitas pelanggan. Retail mix berpengaruh terhadap loyalitas pelanggan melalui kepuasan pelanggan.

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This thesis analyzed retail mix with examined the effect of six variables, which are location, merchandise management, pricing, communication mix, store design and display and customer service toward customer satisfaction and customer loyalty of The Goods Dept. The Goods Dept is a lifestyle retail store and has different concept store and selling 85% of local product.

Research method from this paper is descriptive research with non-probability sampling technique. From the 188 data of The Goods Dept customers, it shows that variables of merchandise management, price and customer service influence on customer satisfaction and than variable of price, communication mix influence on customer loyalty. Retail mix effect on customer loyalty trough customer satisfaction."