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"ABSTRAKSuatu perusahaan harus memiliki kemampuan untuk meningkatkan loyalitas pelanggan agar dapat bertahan dalam persaingan di lingkungan bisnis yang semakin ketat. Inovasi jasa merupakan salah satu anteseden kuat dan berperan dalam membangun dan mempertahankan loyalitas pelanggan. Melihat hal tersebut, maka perusahaan perlu melakukan sebuah inovasi yang diperlukan untuk meraih loyalitas pelanggan. Penelitian ini bertujuan untuk mengetahui pengaruh inovasi jasa terhadap loyalitas pelanggan pada mobile application T-Bike Telkomsel. Penelitianini adalah penelitian kuantitatif dengan 100 responden yang diambil denganmenggunakan snowball sampling. Hasil penelitian menunjukkan bahwa inovasi jasa memiliki pengaruh positif yang signifikan terhadap loyalitas pelanggan.

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ABSTRACTA company must have the ability to increase customer loyalty in order to survive ina competitive business environment that is getting tougher. Service innovation isone of the strong antecedents and has a role in building and maintaining customerloyalty. Seeing this, a company needs to make an innovation that is needed toachieve customer loyalty. This research aimed to explain the effect of serviceinnovation on customer loyalty of T Bike Telkomsel mobile application. Thisresearch was a quantitative study with 100 respondents using snowball sampling.The results showed that service innovation had a significant positive effect towardcustomer loyalty."

"ABSTRAKCustomer engagement merupakan sebuah keadaan dimana level fisik, kognitif,dan emosional customer muncul karena hubungannya dengan suatu organisasiatau perusahaan. Customer engagement dapat terbentuk dari faktor brandrelationship terkait seperti komitmen, kepuasan dan kepercayaan. Penelitian inibertujuan untuk mengetahui pengaruh customer engagement yang dilakukan olehNike pada Nike Running Application terhadap brand loyalty pada sepatu Nike. Disamping itu penelitian ini juga bertujuan untuk mengukur masing-masing dimensidari customer engagement seperti cognitive, emotional, behavioral (participation)terhadap brand loyalty. Penelitian ini menggunakan pendekatan kuantitatif denganmenyebarkan kuesioner kepada 100 mahasiswa FISIP UI. Analisis yangdigunakan pada penelitian ini yaitu dengan regresi linier sederhana. Hasilpenelitian ini menunjukan terdapat pengaruh antara customer engagement danbrand loyalty dan penelitian ini juga menunjukan bahwa pada masing-masingdimensi variabel customer engagement seperti cognitive, dan behavioral(participation) tidak memiliki pengaruh nyata (signifikan) terhadap brand loyalty,sedangkan dimensi emotional memiliki pengaruh terhadap brand loyalty.

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ABSTRACTCustomer engagement is a situation where physical, cognitive, and emotionallevel of customers appear as the result of their relationship with an organisation orcompany. Customer engagement could be formed from related brand relationshipfactors such as commitment, satisfaction, and trust. The purpose of this research isto understand the influence of customer engagement through Nike RunningApplication to the brand loyalty toward Nike's shoes. Moreover, this research alsoto measure each dimension of customer engagement such as cognitive, emotional,behavioral (participation) toward brand loyalty. This research is using quantitativeapproach by giving questionnaire to 100 university student of FISIP UI . Theanalysis used in this research is simple linear regression. The result of thisresearch shows there is a relationship between customer engagement and brandloyalty. The result showed that in every dimension variable of customerengagement such as cognitive and behavioral (participation) doesn?t havesignificant influence toward brand loyalty, while emotional dimension hasinfluence toward brand loyalty."

"Penelitian ini dilakukan dengan tujuan untuk mengetahui dampak antara sustainable marketing terhadap customer loyalty dengan mediasi brand image pada toyota Indonesia. Berlandaskan dari teori triple bottom-line, penelitian ini membagi sustainable marketing kedalam tiga dimensi yang berbada yaitu economic sustainability, social sustainability, dan environment sustainability. Dari ketiga dimensi itu akan diuji keterkaitannya dengan varibel mediasi yakni brand image dan bagaimana dampaknya terhadap customer loyalty dari toyota Indonesia. Data pada penelitian ini dianalisis menggunakan metode Partial Least Squares Structrual Equation Modelling. Hasilnya menunjukkan bahwa praktik sustainabel marketing berpengaruh positif terhadap brand image dan customer loyalty. Selain itu, brand image bertindak sebagai perantara antara sustainabel marketing dan customer loyalty.

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This research was conducted with the aim of determining the impact of sustainable marketing on customer loyalty by mediating brand image at Toyota Indonesia. Based on the triple bottom-line theory, this research divides sustainable marketing into three different dimensions, namely economic sustainability, social sustainability and environmental sustainability. The three dimensions will be tested for their relationship to the mediating variable, namely brand image and how it impacts customer loyalty from Toyota Indonesia. The data in this study were analyzed using the Partial Least Squares Structrual Equation Modeling method. The results show that sustainable marketing practices have a positive effect on brand image and customer loyalty. Apart from that, brand image acts as an intermediary between sustainable marketing and customer loyalty."

"Penelitian ini bertujuan untuk menganalisis faktor-faktor yang berkontribusi terhadap loyalitas konsumen dalam keputusan pembelian produk dan atau jasa Jakarta L rsquo;beauty Skin Beauty Care tahun 2012. Desain penelitian cross sectional, dengan sampel sejumlah 100 reponden yang diambil secara probability sampling khususnya systematic sampling.Hasil penelitian membuktikan adanya kontribusi faktor internal kepuasan dan faktor eksternal strategi pemasaran dan karakteristik produk. Strategi pemasaran memiliki kekuatan kontribusi paling besar terhadap loyalitas. Implikasi, keterbatasan, dan kontribusi penelitian ini dibahas dan penelitian masa depan juga disarankan.

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This study analyzes the contribution factors of customer loyalty in purchasing decisions. The probability sampling method was used to collect the primary data. A total of 100 customers with effective questionnaires were collected from Jakarta L rsquo Beauty Skin Beauty Care. Regression analysis was adopted to test hypotheses.The results demonstrate the contribution of internal factors satisfaction and external factors marketing strategy and product characteristics for customer loyalty. The marketing strategy has the most contribution for customer loyalty. Implications, limitations, and contributions of this study are discussed and future research are also suggested."

"Menciptakan customer loyalty merupakan cara efektif untuk menjaga profitabilitas perusahaan. Salah satu usaha untuk menciptakan customer loyalty adalah dengan mengadakan loyalty program. Loyalty program sendiri merupakan salah satu implementasi dari relationship marketing. Tujuan penelitian ini adalah menganalisis bagaimana praktek relationship marketing yang dilakukan oleh The Body Shop lewat loyalty program ldquo;Love Your Body Club rdquo; dapat mempengaruhi customer loyalty. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan kuisioner yang disebarkan kepada 100 orang member The Body Shop di Jakarta dan dianalisis menggunakan analisis linear sederhana. Hasil dari penelitian ini menunjukan bahwa relationship marketing memiliki pengaruh yang signifikan terhadap loyalitas member The Body Shop di Jakarta.

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Creating customer loyalty is the effective way to save profitability of a company. One of the ways to achieve customer loyalty is creating loyalty program. Loyalty program is one of the implementation in relationship marketing. The objective of this research is to analyze how relationship marketing practice conducted by The Body Shop through loyalty program ldquo Love Your Body Club rdquo could affect customer loyalty. This quantitative research was accomplished by collecting questionnaires from 100 members of The Body Shop in Jakarta and analyzed with linear regression. The result of this research indicated that relationship marketing had a significant influence to customer loyalty of The Body Shop members in Jakarta."

"Sebagai perusahaan BUMN, PT KAI bertanggung jawab dalam melaksanakan nilai utama BUMN dan publicservice obligation (PSO). Selain itu, adanya persaingan dalam industri transportasi menjadi tantangan bagi PTKAI untuk bisa mempertahankan loyalitas pelanggan. Penerapan strategi electronic customer relationshipmanagement (E-CRM) merupakan strategi yang dapat digunakan untuk mempertahankan loyalitas pelanggan.Dalam melihat fokus tersebut, analisis ini akan menggunakan sepuluh faktor nilai E-CRM yang dapat diterapkanoleh perusahaan dan berpengaruh positif terhadap loyalitas pelanggan, antara lain customization (kostumisasi),interactivity (interaktivitas), cultivation (pengolahan), care (perawatan), choice (pilihan), online community(komunitas online), convenience (kenyamanan), personalization (personalisasi), site security (keamanan situs),dan rewards (penghargaan). Metode penelitian yang digunakan dalam studi ini adalah studi literatur dan kontenanalisis. Berdasarkan temuan dari hasil studi ini dapat disimpulkan bahwa PT KAI telah menerapkan sepuluhfaktor nilai E-CRM sebagai upaya untuk mempertahankan loyalitas pelanggan.

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As a state-owned enterprise (SOE), PT Kereta Api Indonesia (KAI) is responsible for upholding the core values

of SOE and fulfilling public service obligation (PSO). Furthermore, the existence of competition within the

transportation industry presents a challenge for PT KAI in maintaining customer loyalty. The adaptation of

electronic customer relationship management (E-CRM) strategies serves as an approach to sustain customer

loyalty. Through this focus, this analysis will utilise ten E-CRM value factors applicable to the company that

positively influence customer loyalty, including customization, interactivity, cultivation, care, choice, online

community, convenience, personalization, site security, and rewards. The research method used in this study is a

literature review and content analysis. Based on the findings of this study, it can be concluded that PT KAI has

implemented all ten E-CRM value factors as an effort to maintain customer loyalty."

"Penelitian ini bertujuan untuk menguji pengaruh strategi green marketing mix, green image, green satisfaction, dan green trust pada green customer loyalty di pasar green cosmetics lokal Indonesia. Model pengukuran dibuat berdasarkan tanggapan valid dan reliabel dari kuesioner online pelanggan produk green cosmetics terkait green marketing mix, green image, green satisfaction, green trust, dan green customer loyalty menggunakan 6-poin Skala Likert dengan bantuan PLS-SEM. Hasil penelitian ini menunjukkan bahwa green product memiliki pengaruh positif pada green image dan green satisfaction. Green price memiliki pengaruh positif pada green image, green satisfaction, dan green customer loyalty. Green place memiliki pengaruh positif pada green image, green satisfaction, dan green trust. Green promotion memiliki pengaruh positif pada seluruh dimensi green brand equity dimana green public relation menunjukkan peran besar dalam penentuan hubungan antar keduanya. Green image memiliki pengaruh positif pada green satisfaction dan green trust. Green satisfaction memiliki pengaruh positif pada green trust dan green customer loyalty. Green trust memiliki pengaruh positif pada green customer loyalty.

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This study aims to examine the impact of green marketing mix, green image, green satisfaction, and green trust on green customer loyalty in Indonesia’s local green cosmetics market. A measurement model created based on valid and reliable responses from online questionnaire from sustainable cosmetics product’s customer for green marketing mix, green image, green satisfaction, green trust, and green customer loyalty using 6-point Likert Scale with the help of PLS-SEM. The results of this study indicate that green product has a positive effect on green image and green satisfaction. Green price has a positive influence on green image, green satisfaction, and green customer loyalty. Green place has a positive influence on green image, green satisfaction, and green trust. Green promotion has a positive influence on all dimensions of green brand equity where the green public relations show a large role in determining the relationship between the two. Green image has a positive influence on green satisfaction and green trust. Green satisfaction has a positive effect on green trust and green customer loyalty. Green trust has a positive influence on green customer loyalty."

"ABSTRAKDengan semakin berkembangya industry otomatif, perusahaan-perusahaan harus mempunyai strategi yang efektif agar mereka tidak tertinggal jauh dan bias menjadi market leader di industry mereka. Makalah non skripsi ini menggunakan simulasi strategi customer integration untuk melihat dan memprediksi apakah strategi yang disarankan oleh penulis efektif dalam membuat perusahaan di kasus dalam makalah ini Delta/Signal Corp. berhasil berkembang dalam periode empat tahun.

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ABSTRACTWith the growth of the automative industry in the market, companies must strive to have effective strategies so that they may not fall behind and can be market leaders in their industry. This paper will utilize a simulation strategy using the customer integration strategy to assess whether the marketing strategy that the author has put forth is feasible and can stimulate growth for the company in this case Delta Signal Corp. in a period of four years."

"Companies are forever being more creative in their branding strategies, building identities ranging from the warm-and-fuzzy to the ultra-cool and edgy. But it seems that many of these enterprises forgot that a brand, at its heart, is a promise to deliver. If the brand experience does not live up to that promise, customers will take their business elsewhere. "Brand Real" is a business strategy guide for making a brand's promise stand up at every customer touch point. Packed with proven, repeatable management practices, the book shows how to establish a clean brand architecture while avoiding the needless complexity that has tripped up many promising companies. Author Laurence Vincent presents cautionary tales of supposed brand superstars as well as instructive case studies of genuine brand giants like American Express, Apple, Cisco, Google, Qualcomm, Virgin, and others. Readers will learn how to connect the outward-facing elements of their brands-logos, advertising, imagery, communications-directly to the core elements of business strategy and forge a powerful and lasting connection with their customers."