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"The vast number of restaurant entrepeneur incite such an intense competitiveness which leads to diversityin practising marketing strategy, one factor that needs to be brought in to attention is pricing, which hasbecome a sensitive subject in the time of global crisis. When something is overpriced, consumer will easilywalk away , and when it is low-priced, a doubt about quality will aries . Price of a product or a servicewill, more often than not , affect consumer's buying decision. Thus it is important for company to be ableto place an acceptable price. Yet so far only few researche evaluated"price acceptance" as consequence ofcustomer satisfaction. This research aims to assess the relationship between price fairness, customersatisfaction, loyalty, and price acceptance in a service company. Questionnaires were distributed torespondents by the self-administered questionnaire method and total of 187 completed questionnaries wereused in the analysis. The data was then analzed using structural equation modeling. Three of fivehypotheses were supported and two others were not supported. This paper alson provides the implicationsfor theoritical and managerial and offers directions for future research."

"The vast number of restaurant entrepeneur incite such an intense competitiveness which leads to diversity in practising marketing strategy, one factor that needs to be brought in to attention is pricing, which has become a sensitive subject in the time of global crisis. When something is overpriced, consumer will easily walk away , and when it is low-priced, a doubt about quality will aries . Price of a product or a service will, more often than not , affect consumer's buying decision. Thus it is important for company to be able to place an acceptable price. Yet so far only few researche evaluated"price acceptance" as consequence of customer satisfaction. This research aims to assess the relationship between price fairness, customer satisfaction, loyalty, and price acceptance in a service company. Questionnaires were distributed to respondents by the self-administered questionnaire method and total of 187 completed questionnaries were used in the analysis. The data was then analzed using structural equation modeling. Three of five hypotheses were supported and two others were not supported. This paper alson provides the implications for theoritical and managerial and offers directions for future research. "

"Penelitian ini didasarkan pada respon kaum muda yang dinamis dan pengambil resiko yang juga disebut sebagai innovator dalam literatur pemasaran. Mereka yang menyukai kreatifitas dan inovasi akan berpindah dari produk satu ke yang lain. Tujuan dari penelitian ini yaitu untuk mengetahui faktor yang mempengaruhi keinginan pelanggan untuk berpindah dengan metode SEM. Faktor - faktor yang digunakan dalam penelitian adalah attractiveness of alternatives, switching cost, customer satisfaction, perceived price, perceived quality, dan customer complaint.Hasil penelitian ini menunjukan bahwa customer satisfaction, switching cost, dan attractiveness of alternatives mempunyai pengaruh yang signifikan bagi switching intention. Dari semua faktor yang ada customer complaint mempunyai pengaruh yang paling besar untuk customer satisfaction. Switching cost mempunyai pengaruh yang paling besar untuk switching intention.

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This study is based on the responses from youngsters who are also termed as innovators in marketing literature being dynamic and risk taker. They like creativity and innovation and often switch from one product to another. The purpose of this research is to identify factors that influence motivation of customer switching using SEM. Factors used in this research are attractiveness of alternatives, switching cost, customer satisfaction, perceived price, perceived quality, and customer complaint.

The result of this research show that customer satisfaction, attractiveness of alternatives, and switching cost have significant effect on customer?s switching intention. Among these factors, customer complaint is the most influence factor to customer satisfaction. Switching cost is the most influence factor to switching intention."

"ABSTRAKDalam persaingan bisnis yang semakin ketat dimana pelanggan kini dihadapkan dengan berbagai pilihan produk dan jasa di dalam suatu industri, maka menjadi semakin mudah untuk pelanggan berpindah ke perusahaan pesaing yang menawarkan produk sejeins dengan harga yang lebih kompetitif. Untuk mempertahankan pelanggan yang sudah ada, diperlukan sebuah strategi dimana yang dilakukan adalah dengan lebih mendekatkan pada hubungan dengan pelanggan.Penuliasn karya akhir ini membahas mengenai efektifitas Customer Relationship Management (CRM) yang dilakukan oleh PT. XYZ peruashaan penyedia jasa hygiene yang bertujuan untuk meingkatkan kualitas hubungan dengan pelanggan sehingga menghasilkan kepuasan pelanggannya.

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ABSTRACTIn the tightness of the business competition customer are now faced with multiple choices of products and services in an industry, therefore it becomes much easier for customer to move to another competitor that offers the same products and services but with a much more compeititve price. In order to maintain the existing customers, there is need of a strategy that can create a bondness with the customers.This paper focuses on the effectivness of Customer Relationship Management that PT. XYZ a hygiene service company is trying to do to increase the relationship quality with the customers so it results in customer satisfaction."

"Penelitian ini mengeksplorasi interaksi antara inovasi layanan (Service Innovation), kualitas layanan (Service Quality), kepuasan pelanggan (Customer Satisfaction), dan loyalitas (Customer Loyalty) pada layanan Penerimaan Klas Biro Klasifikasi Indonesia. Ini menguji apakah inovasi layanan berdampak langsung pada kualitas layanan, kepuasan, dan loyalitas, dan menguji peran mediasi kualitas layanan dan kepuasan pelanggan terhadap loyalitas. Dengan menggunakan analisis regresi dan mediasi, penelitian ini menemukan bahwa inovasi layanan meningkatkan kualitas layanan tetapi tidak secara langsung mempengaruhi kepuasan atau loyalitas pelanggan. Kualitas layanan secara signifikan meningkatkan kepuasan dan loyalitas pelanggan, dan kepuasan sangat meningkatkan loyalitas. Temuan menunjukkan bahwa kualitas layanan dan kepuasan pelanggan memediasi pengaruh inovasi layanan terhadap loyalitas. Studi ini menyarankan untuk memprioritaskan peningkatan kualitas layanan dan program loyalitas dan merekomendasikan penelitian lebih lanjut mengenai inovasi layanan tertentu dan faktor mediasi yang mempengaruhi loyalitas.

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This research explores the interactions between service innovation, service quality, customer satisfaction, and loyalty at the Indonesian Classification Bureau. It tests whether service innovation directly impacts service quality, satisfaction, and loyalty, and examines the mediating roles of service quality and satisfaction. Using regression and mediation analysis, the study finds that service innovation improves service quality but does not directly affect satisfaction or loyalty. Service quality significantly boosts both satisfaction and loyalty, and satisfaction strongly enhances loyalty. The findings indicate that service quality and satisfaction mediate the effect of service innovation on loyalty. The study suggests prioritizing service quality improvements and loyalty programs and recommends further research on specific service innovations and mediating factors influencing loyalty."

"Industri garmen saat ini menghadapi tantangan cukup besar dalam memenuhi permintaan buyer dari luar negeri. Tren fast fashion membuat siklus produksi garmen menjadi lebih pendek dan membuat pabrik garmen harus bekerjasama dengan suplier yang dapat diandalkan, terutama suplier benang jahit, untuk memenuhi kebutuhan produksi di pabrik garmen dalam waktu singkat. Penelitian ini menekankan pentingnya membangun kemitraan strategis antara pabrik garmen dan suplier benang jahit dalam kerangka hubungan pemasaran B2B untuk memastikan rantai pasok yang efektif dan berkesinambungan. Penelitian terdahulu menyatakan terdapat pengaruh positif antara commitment, trust, dan Relative dependence terhadap customer satsifaction dan customer loyalty dalam hubungan distributor dan seller. Penelitian ini membangun model untuk menganalisis lebih lanjut pengaruh faktor-faktor Affective commitment, Instrumental Commitment, Capability-based Trust, Benevolence-based Trust, dan Relative dependence untuk mencapai customer satisfaction dan customer loyalty dalam hubungan pabrik garmen dan suplier benang jahit. Metode penelitian yang digunakan adalah metode kuantitatif dengan pengumpulan data melalui survei yang dikirimkan kepada pabrik garmen yang berada di Propinsi Banten, Jawa Barat, dan DKI Jakarta. Analisis data dilakukan dengan menggunakan SmartPLS untuk menentukan hubungan antara variabel-variabel penelitian. Temuan dari penelitian ini menyatakan Affective commitment, Instrumental Commitment, Capability-based Trust, dan Benevolence-based Trust dapat meningkatkan customer satisfaction dan customer loyalty, namun relative dependendence ditemukan tidak berpengaruh signifikan terhadap customer satisfaction dan customer loyalty. Temuan ini memberikan wawasan baru bagi perusahaan dalam mengembangkan strategi bisnisnya.

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The garment industry is currently facing considerable challenges in meeting the demands of overseas buyers. The fast fashion trend has shortened garmen production cycles and forced garmen factories to work with reliable suppliers, especially sewing thread suppliers, to fulfil the production needs of garmen factories in a short period of time. This research emphasises the importance of building strategic partnerships between garmen factories and sewing thread suppliers within the framework of B2B marketing relationships to ensure an effective and sustainable supply chain. Previous research states that there is a positive influence between commitment, trust, and Relative dependence on customer satisfaction and customer loyalty in distributor and seller relationships. This study builds a model to further analyse the influence of Affective commitment, Instrumental Commitment, Capability-based Trust, Benevolence-based Trust, and Relative dependence factors to achieve customer satisfaction and customer loyalty in the relationship between garmen factories and sewing thread suppliers. The research method used is quantitative method with data collection through surveys sent to garmen factories located in Banten, West Java, and DKI Jakarta Provinces. Data analysis was conducted using SmartPLS to determine the relationship between the research variables. The findings of this study state that Affective commitment, Instrumental Commitment, Capability-based Trust, and Benevolence-based Trust can increase customer satisfaction and customer loyalty, but Relative dependence was found to have no significant effect on customer satisfaction and customer loyalty. These findings provide new insights for companies in developing their business strategies."

"Nowadays, there are many diseases that are caused by weather and viruses. The govemment had an idea to solve the problem by cooperate with insurance that provided health insurance product, and one of the insurance was PT. MAA Life Assurance. When the insurance company sold the product, they accompanied by broker insurance. Broker insurance served as an intermediary between insurance and customer. Researcher tried to find out the correlation between satisfaction with loyalty of health insurance’s customer PT. MAA Life Assurance when the customer used insurance broker Services. The research used quantitative approach in order to have understanding and strong interpretation about a social phenomenon through research. The research was among descriptive research to described research object based on the fact notice from the sample research or as it is. Primary data gathering were acquired by spreading the questionnaires to discover consumer from respondents’ experience when they bought health insurance product from PT. MAA Life Assurance and used broker insurance Services. Secondary data were acquired by literature study to optimized theoretical framework in decided the purpose and goal of the research also the concept and other theoretical material in conjunction with research problem. The data analyses used multiple linier regression. Analysis result in the research concluded about there was a correlation between satisfaction with customer loyalty of PT. MAA Life Assurance’s Customer. Quality of product, price, and Services also gave contribution in loyalty customer."

"Tren menggunakan platform streaming daring saat ini muncul secara terus menerus secara bersamaan. Vidio.com adalah salah satu bisnis media digital yang menyediakan layanan secara langsung atau streaming secara daring dan memiliki salah satu basis pengguna resmi terbesar di Indonesia. Untuk mengembangkan loyalitas menggunakan perusahaan sebagai platform streaming maka ada variable yang dapat mempengaruhi variable tersebut seperti kepuasan pelanggan. Kepuasan pelanggan juga dapat dipengaruhi oleh beberapa variable seperti persepsi kualitas, nilai yang dirasakan, identifikasi merek, kepercayaan, dan keselarasan gaya hidup. Dalam penelitian ini, tujuan dari penelitian ini adalah untuk mengetahui peran persepsi kualitas (PQ), nilai yang dirasakan (PV), identifikasi merek (BI), kepercayaan (TR), keselarasan gaya hidup (LC), dan kepuasan pelanggan (CS) terhadap loyalitas merek (BL) untuk Vidio.com. Untuk penelitian ini, data empiris dikumpulkan melalui instrument survey tertulis dari responden yang menggunakan Vidio.com sebagai platform mereka.Hipotesis ini dianalisa dengan model persamaan structural menggunakan estimasi kemungkinan maksimum. Hasil temuan menunjukan bahwa PQ dan BI tidak berpengaruh signifikan terhadap CS sedangkan PV, TR, dan LC berpengaruh secara signifikan terhadap CS dan juga dari CS terhadap BL. Dari penelitian ini, peneliti menghimbau para praktisi untuk meningkatkan nilai yang dirasakan, kepercayaan, dan keselarasan gaya hidup untuk meningkatkan tingkat kepuasan dari pelanggan.

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The trend of using an online streaming platform currently emerged in a constant way simultaneously. Vidio.com is a digital media business that provides live/online streaming services and has one of the biggest official user bases in Indonesia. To develop the loyalty for using the company as a streaming platform then there are variables that can affect the loyalty such as the customer satisfaction. The customer satisfaction itself can be affected by some of the varaibles such as perceived quality, perceived value, brand identification, trust, and lifestyle congruence. In this research, the aim of the study is to investigate the role of perceived quality (PQ), perceived value (PV), brand identification (BI), trust (TR), lifestyle congruence (LC), and customer satisfaction (CS) on brand loyalty (BL) towards Vidio.com. For this purpose, the empirical data were collected through an online survey to those who are using Vidio.com as their streaming platform. The hypotheses were analyzed with the structural equation modelling using the maximum-likelihood estimation. The findings revealed that PQ and BI did not have a significant impact to CS while there are significant effects of PV, TR, and LC on CS and also of CS on BL. From this research, the researcher suggest that the practitioners should increase the perceived value, trust, and lifestyle congruence in order to enhance the customer satisfaction."

"ABSTRAKTesis ini membahas mengenai pengaruh service quality ( technical andfunctional quality ), relationship satisfaction ( trust dan commitment ) terhadapsatisfaction ( kepuasaan ) dan loyalty ( loyalitas ) pada retailer provider kartu 3(Tri), Kepercayaan yang baik di mata konsumen dibutuhkan para provider untukmembangkitkan kepuasan pelanggan terhadap provider. Menurut Tjiptono (2005), kualitas pelayanan adalah tingkat keunggulan yang diharapkan danpengendalian atas tingkat keunggulan tersebut untuk memenuhi keinginanpelanggan. Penelitian ini dilakukan secara kualitatif yang dibangun berdasarkanpenelitian sebelumnya dari Ruben Chumpitaz Service quality, relationshipsatisfaction, trust, commitment and business –to- business loyalty (2006). Darihasil penelitian didapatkan adanya pengaruh antara service quality ( technicaland functional quality ), relationship satisfaction ( trust dan commitment )terhadap satisfaction ( kepuasaan ) dan loyalty ( loyalitas ). Diharapkan denganpenelitian ini provider Tri dapat terus meningkatkan customer satisfaction agardapat meningkatkan loyalty dari pelanggan.

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ABSTRACTThis thesis highlights the importance of the effect of service quality (Technicaland Functional Quality), Relationship Quality (Trust and Commitment) ofSatisfaction and Loyalty of Tri’s Retailer. Every company needs to build believein order to get customer satisfaction. PT. Hutchison CP Telecommunications (Tri)has given the best to its customers. According to Tjiptono ( 2005), service qualityis the level of excellence expected and control over the level of excellence to meetthe customer. The research was conducted qualitatively based on previous studiesof Ruben Chumpitaz Service quality, relationship satisfaction, trust, commitmentand business-to-business loyalty (2006). From the results, there is influence ofservice quality (technical and functional quality), relationship satisfaction (trustand commitment) to the satisfaction and loyalty. Hopefully with this finding thatTri could improve customer satisfaction which makes the level of customer moreloyal to Tri."

"Tingginya potensi pasar layanan TV berbayar di Indonesia yang dibarengi dengan munculnya banyak operator baru membuat persaingan industri ini menjadi sangat ketat sehingga loyalitas konsumen dinilai sebagai faktor yang sangat krusial bagi kelangsungan bisnis. Penelitian ini merupakan sebuah studi kuatintatif dengan 179 responden pelangan TV berbayar di area Jabodetabek, dengan tujuan untuk mempelajari pengaruh kualitas pelayanan, kepuasan pelanggan, trust, switching cost, dan persepsi harga terhadap loyalitas pelanggan TV berbayar di Indonesia. Hasil analisis menunjukkan kualitas pelayanan terbukti signifikan mempengaruhi trust dan kepuasan konsumen, selain itu switching cost dan persepsi harga terbukti signifikan mempengaruhi loyalitas konsumen.Namun demikian trust dan kepuasan konsumen tidak terbukti signifikan mempengaruhi loyalitas konsumen, demikian juga dengan kualitas pelayanan yang tidak terbukti mempengaruhi loyalitas konsumen secara langsung. Hal menarik ditemukan bahwa meskipun kualitas pelayanan signifikan mempengaruhi kepuasan pelanggan dan trust, namun pengaruh keduanya terhadap loyalitas tidaklah signifikan. Hasil ini menunjukkan bahwa loyalitas konsumen tidak bergantung pada kualitas pelayanan dan kepuasan konsumen, seperti yang selama ini ditekankan. Faktor lain seperti switching cost dan persepsi harga juga ternyata menjadi faktor yang harus dipertimbangkan dalam mengembangkan strategi bisnis guna meningkatkan loyalitas konsumen layanan TV berbayar.

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Big market potentiality of pay-TV in Indonesia along with the emergence of many new service providers has made the market very competitive nowadays. This condition turns customer loyalty into one of the most crucial factor for the success of the business itself. This is a quantitative study with 179 customers of Pay-TV service located in Jabodetabek area as respondents, purposed to examine the effect of service quality, customer satisfaction, trust, switching cost, and price perception on customer loyalty in pay-TV services in Indonesia. The result shows that switching cost and price perception significantly affect customer loyalty on pay-TV services.

Interesting findings are that eventough service quality strongly affecting customer satisfaction and trust, in fact the effects of both variabels on customer loyalty was not significant. In business aspect, these results shows that customer loyalty was not determined by service quality and customer satisfaction, as has always been emphasized. In fact, other aspects like switching cost, and price perception has turn out to be the important factors to be considered in developing business strategies to increase the customer loyalty in pay-TV services in Indonesia."