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Klarissa Evelin
Analisis persepsi nilai pelanggan customer-perceived value pada kegiatan pencarian informasi di Situs Perjalanan dan Pariwisata = Analysis of customer perceived value during information search activity on Travel and Tourism Sites
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ABSTRAK
Skripsi ini hendak menelusuri nilai-nilai yang dipersepsikan oleh generasi muda millennial ketika mengakses situs-situs perjalanan dan pariwisata dalam rangka kegiatan pencarian informasi. Terdapat dua perilaku pencarian informasi yakni goal-directed dan experiential yang dipengaruhi oleh kebutuhan dan motivasi berwisata mereka pada saat itu. Penelitian ini menggunakan pendekatan kualitatif dan bersifat deskriptif-eksploratif. Pengumpulan data dilakukan dengan metode wawancara mendalam serta menggunakan teknik wawancara laddering dan the grand tour untuk memperoleh gambaran mendalam mengenai atribut, konsekuensi, serta maksud dan tujuan akhir pelanggan saat mencari informasi di situs perjalanan dan pariwisata. Pada akhir penelitian, ditemukan adanya perbedaan yang jelas antara pelanggan dengan perilaku pencarian informasi goal-directed dan experiential yang didukung oleh model hirarki nilai.
ABSTRAK
This thesis aims to discover customer percieved values that are gained by young millennials during information search activity on travel and tourism sites. There are two information search behaviors, goal directed and experiential, that are particularly influenced by customer rsquo s current travel need and motivation. This study takes qualitative approach dan descriptive explorative. The data is collected with laddering and the grand tour interview techniques in order to get thorough explanations that comprise of attributes, consequences, and desired end states during information search activity on travel and tourism sites. As a result, it is found that there are clear distinctions between both information search behaviors supported by a value hierarchy model."
2017
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UI - Skripsi Membership  Universitas Indonesia Library
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Fauzia Fyanda Putri
Pengaruh customer perceived value terhadap loyalitas konsumen (studi pada pelanggan IM3 di Jakarta Selatan dan Depok)
"Skripsi ini membahas mengenai pengaruh customer perceived value terhadap loyalitas konsumen pada pelanggan IM3. Tujuan dari penelitian ini adalah untuk mengetahui bagaimana customer perceived value mempengaruhi loyalitas konsumen, dan dari dimensi fungsional, sosial, serta emosional, dimensi mana yang paling mempengaruhi loyalitas konsumen pada pelanggan IM3. Penelitian ini menggunakan metode kuantitatif. Subjek penelitiannya adalah pelanggan IM3 yang pernah mengunjungi Galeri Indosat dan pernah menggunakan fasilitas internet IM3.
Hasil dari penelitian ini adalah terdapat pengaruh dari customer perceived value terhadap loyalitas konsumen pada pelanggan IM3, namun tidak semua dimensi pada customer perceived value ikut mempengaruhi loyalitas. Dari ketiga dimensi yang ada, hanya dimensi atau nilai sosial yang berpengaruh signifikan terhadap loyalitas konsumen. Sedangkan, dua nilai lainnya yaitu nilai fungsional dan nilai emosional tidak berpengaruh secara signifikan terhadap loyalitas konsumen.
This research examines the effect of customer perceived value to customer loyalty among IM3 customers. The purpose of this research is to know how customer perceived value affects consumer loyalty, and which amongst functional, social, and emotional value affect the consumer loyalty in IM3 customer the most. This research adopts quantitative method. The research subject is IM3 customer who has been to Galeri Indosat and has used the IM3 internet facility.
The result of this research is customer perceived value affects the customer loyalty of IM3 customer, but not all factors of customer perceived value is significantly affecting the customer loyalty. Out of three factors, there is only social value that has significant effect to customer loyalty, whereas the other two factors, functional value and emotional value, doesn?t affect the customer loyalty significantly."
Depok: Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2009
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UI - Skripsi Open  Universitas Indonesia Library
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Berlian Temara
Analisis pengaruh faktor switching cost sebagai moderasi hubungan antara customer perceived value customer satisfaction dan customer loyalty studi pada konsumen perusahaan pembiayaan = Analysis of switching cost factor as relationship moderation between customer perceived value customer satisfaction and customer loyalty study on consumer of financing company
"Ini adalah sebuah realitas dipasar bahwa perusahaan dalam bisnisnya terkadang menimbulkan switching cost kepada konsumennya, untuk menghambat mereka beralih ke perusahaan yang lain. Dalam situasi yang kompetitif, seperti industri pembiayaan, dimana sebagian besar konsumen berhubungan dengan perusahaan hanya pada sekali pertemuan, memiliki potensi switching cost sebagai penghambat dan sebuah bahan pengikat dari loyalitas pelanggan dapat berubah? Untuk mengatasi masalah tersebut, penelitian ini meneliti efek moderasi switching cost terhadap Customer Loyalty diukur melalui nilai customer satisfacion dan Perceived Vaue.
Hasilnya, diperoleh dari kuesioner berbasis e-mail terhadap konsumen pengguna perusahaan pembiayaan, menunjukkan bahwa untuk meningkatkan Customer Loyalty perusahaan harus fokus terutama kepada Customer Satisfaction dan Perceived Vaue. Efek moderasi switching cost hanya akan memperkuat hubungan hal tersebut. Mengingat penemuan utama tersebut, penelitian ini memberikan implikasi strategis terhadap Customer Loyalty dalam industri pembiayaan konsumen.
It is a marketplace reality that company sometimes inflict switching cost on their customer, to inhibit them from defecting to other company. In a competitive setting, such as financial industries, where most of customers contact with company only at once, has the potential of switching cost as an exit barriers and a binding ingredient of customer loyalty become altered? To address that issue, this research examines the moderating effect of switching cost on customer loyalty through both satisfaction and perceived value measures.
The results, evoked from an e-mail based questionnaire to the user?s of consumer financing company, indicate that to increase customer loyalty company has to focus primarily to customer satisfaction and perceived value. Moderating effect of switching cost will only strengthen this relationship. In light of the major findings, this research sets forth strategic implication for customer loyalty in the setting of consumer financing industries."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2015
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UI - Tesis Membership  Universitas Indonesia Library
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Hary Hans Dwi Hendro Cahyadibroto
Pengaruh dari customer perceived value dan brand trust pada brand loyalty pengguna mobil di Jakarta = The Effects of customer perceived value and brand trust on car users brand loyalty in Jakarta
"Industri otomotif di Indonesia lima tahun telah teijadi persaingan antara merek-merek yang berasal dari pabrikan Jepang, Eropa, dan Amerik:a, bebkan China. Produsen berusaba untuk mendapetkan customer perceived value yang positif dan brand trust sehingga loyalitas dari konsumen akan tereapai. Melalul penelitian ini pemdis ingin melihat loyalitas pengguna mobil di Jakarta yang dipengaruhi oleh customs perceived value dan brand trust. Serta ingin mengetahul apakah tiga variebel tersebut mempunyai pengaruh yang positif. Penelitian ini menggunakan menggunakan kuesloner yang disebarkan kepada responden dan menggunakan regresi sederhana dalam menganalisa data primernya. Hasilnya customer perceived value dan brand trust memang mempengarubi dari loyalitas pengguna mobil di Jakarta.
Automotive Industry in Indonesia has a positive growth for five years behind. The competition is happen between Japan, Europe, America and China car to get market share in Indonesia. They all innovative to get positive customer perceived value and brand trust from customer. With customer perceived value and brand trust can generate brand loyalty from customer. The research subjects are car users and they are asked to respond the questionnaire on understanding the effect of customer perceived value and brand trust on brand loyalty. The research is use a simple regression to analyze the primary data. And 1he result is customer perceived value and brand trust has a positive effect on car users brand loyalty in Jakarta."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2009
T31985
UI - Tesis Open  Universitas Indonesia Library
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Sihaloho, Ifka Desy A.
Pengaruh Customer Perceived Value terhadap Word of Mouth pelanggan Garuda Indonesia: studi pelanggan di Depok = The effect of customer perceived value to word Of mouth : study to Garuda Indonesia customer in Depok
"Tujuan penelitian ini adalah untuk menganalisis bagaimana pengaruh customer perceived value terhadap word of mouth oleh pelanggan Garuda Indonesia di Depok. Penelitian ini menggunakan pendekatan kuantitatif. Sampel penelitian ini adalah 100 Pelanggan Garuda Indonesia di Depok dengan menggunakan metode non-probability sampling serta teknik accidental. Instrumen penelitian ini menggunakan kuesioner dan dianalisis menggunakan linear regression.
Hasil penelitian ini menunjukkan bahwa customer perceived value memiliki pengaruh terhadap word of mouth pelanggan Garuda Indonesia di Depok dan sisanya dipengaruhi oleh faktor lain. Hasil analisis menunjukkan bahwa dimensi nilai emosional, nilai sosial dan nilai fungsional mempunyai pengaruh yang signifikan terhadap word of mouth.
The objective of this research is to analyze the effect of customer perceived value to Word Of Mouth (WOM) by customer of Garuda Indonesia in Depok. This research applied quantitative approach. The sample of this research is 100 customers of Garuda Indonesia in Depok, collected using non probability sampling and accidental sampling This research used questionnaire as research instrument and analyzed using linear regression.
The result of this research shows that customer perceived value has influence to word of mouth and the residue effected by some other factor. The analysis indicated that emotional value, social value and functional value have a significant effect on word of mouth."
Depok: Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2012
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UI - Skripsi Open  Universitas Indonesia Library
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Mohammad Bayu Edigani Putra
Customer perceived value pada convenience store : studi pada pelanggan 7 Eleven dan Lawson Bintaro sektor 5, Tangerang Selatan = Customer perceived value in convenience : store study on 7 Eleven and Lawson customer located at Bintaro Sector 5, South Tangerang
"Kenyamanan dalam mengkonsumsi makanan dan minuman kini semakin menjadi kebutuhan dan populer di perkotaan. Hal tersebut terjadi karena pada umumnya disebabkan oleh kondisi masyarakat perkotaan yang merasa waktunya untuk makan semakin berkurang sehingga dalam hal makanan ataupun minuman membutuhkan variasi, cepat disajikan, dan kenyamanan tempat. Kondisi ini membuat toko-toko seperti 7-Eleven dan Lawson semakin berkembang di Jabodetabek. Tujuan dari penelitian ini adalah untuk mengetahui bagaimana customer perceived value dari 7-Eleven dan Lawson yang keduanya berlokasi di Bintaro sektor 5, Tangerang Selatandan bagaimana perbedaan antara keduanya. Penelitian ini menggunakan pendekatan kuantitatif dengan 100 orang responden yang pernah mengunjungi dan juga bertransaksi di 7-Eleven dan Lawson Bintaro sektor 5. Penelitian ini menggunakan dimensi nilai harga, nilai kualitas produk, nilai kualitas layanan, nilai emosional, dan nilai sosial dalam melakukan pengukuran terhadap customer perceived value pada convenience store. Hasil penelitian menunjukan customer perceived value 7-Eleven lebih tinggi dibandingkan dengan Lawson.
Convenience store as a trend has entered into the realm of lifestyle that becomes a phenomenon which occurred in the urban consumer. The trend is also moving frequently with the development of the middle class, stronger purchasing power, improved distribution, and rapid information in the modern era. In addition, comfort in consuming is now increasing and became popular in urban areas. It's because in general due to the conditions of urban societies that have a little time to eat, so in terms of food requires variation, quickly served and convenient place. This condition makes convenience stores such as 7- Eleven and Lawson increasingly growing in Jabodetabek. The purpose of this study was to determine how high the customer perceived value of the 7 - Eleven and Lawson that both located at Bintaro sector 5, South Tangerang. This study used a quantitative approach to 100 respondents who had visited and also transacted at 7 - Eleven and Lawson Bintaro sector 5. This study used the dimensions of pricing value, product quality value, service quality value, emotional value and social value in measuring the customer perceived value on convenience stores. The results showed the customer perceived value in 7 - Eleven is higher than Lawson"
Depok: Fakultas Ilmu Administrasi Universitas Indonesia, 2014
S53714
UI - Skripsi Membership  Universitas Indonesia Library
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Ranti Amelia
Analisis studi kasus customer perceived value konsumen dewasa muda Indonesia terhadap merk Muji = Study case analysis Indonesian young adult consumer's customer perceived value to Muji
"[ ABSTRAK
MUJI. Toko retail dari Jepang yang merupakan kasus yang menarik untuk dikaji yang
memiliki indikasi berbenturan nilai antara nilai dari merk (brand value) dengan kebiasaan
dan perilaku konsumen Indonesia. MUJI yang seharusnya merupakan barang yang murah
namun berkualitas tinggi di negara negara asalnya, ternyata di Indonesia barang barang yang
dijual di MUJI tergolong cukup mahal, tokonya pun hanya ada di mall-mall ternama, di
jakarta seperti Grand Indonesia, Pondok Indah Mall, dsb.MUJI merupakan salah stau kasus
marketing yang menarik dimana MUJI mengklaim merknya sebagai merk tanpa label.
Analisis studi kasus MUJI terhadap konsumen dewasa muda indonesia akan menjabarkan dan
mencari tahu customer perceived value yang diterima.
ABSTRACT
MUJI, a japanese retail store is one of unique examples of brand that competing with other
brands in the market. MUJI, a brand with no brand, had a very different values from their
(consumers) own values. In which indonesian consumers are more brand oriented, a product
with a tag on it. In Indonesia, MUJI’s product is sell at a very high price for household
products. It also only located only in major shopping malls like Grand Indonesia, Pondok
Indah Mall, Plaza Indonesia, PVJ, etc. MUJI’s high end image in Indonesia is a marketing
paradox along with its own values and philosophy : a brand with no brand. This study aims to
investigate the customer perceived value, what the young adult indonesian consumers
actually get from buying MUJI’s product from both sides brand perspective and consumer
perspective. To gain consumer insight why MUJI was survive the indonesian market., MUJI, a japanese retail store is one of unique examples of brand that competing with other
brands in the market. MUJI, a brand with no brand, had a very different values from their
(consumers) own values. In which indonesian consumers are more brand oriented, a product
with a tag on it. In Indonesia, MUJI’s product is sell at a very high price for household
products. It also only located only in major shopping malls like Grand Indonesia, Pondok
Indah Mall, Plaza Indonesia, PVJ, etc. MUJI’s high end image in Indonesia is a marketing
paradox along with its own values and philosophy : a brand with no brand. This study aims to
investigate the customer perceived value, what the young adult indonesian consumers
actually get from buying MUJI’s product from both sides brand perspective and consumer
perspective. To gain consumer insight why MUJI was survive the indonesian market.]"
Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2014
MK-PDF
UI - Makalah dan Kertas Kerja  Universitas Indonesia Library
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Simamora, Ririn Eva Kristy
Analisis pengaruh product attribute beliefs terhadap customer perceived value dan repurchase intention = Effect of product attribute beliefs towards customer perceived value and repurchase intention
"Penelitian ini bertujuan untuk menganalisis pengaruh product attribute beliefs content sensory attribute beliefs, packaging and branding attribute beliefs, functional attribute beliefs terhadap repurchase intention dengan dimediasi oleh customer perceived value hedonic utilitarian value. Metode penelitian yang dipakai dalam penelitian ini adalah metode kuantitatif. Metode sampling dalam penelitian ini adalah tipe non-probabilistic sampling yaitu convenience sampling. Penelitian dilakukan dengan single cross-sectional yaitu pengambilan data dilakukan satu kali periode pengambilan informasi. Pembagian kuesioner dilakukan dengan cara offline, dimana peneliti menyebarkan secara langsung kuesioner tercetak kepada responden yang memiliki domisili di Jabodetabek, berusia minimal 17 tahun, pernah membeli dan mengkonsumsi kopi siap minum kemasan botol plastik maksimal 1 bulan lalu terhitung saat kuesioner dibagikan. Kuesioner yang diberikan diisi sendiri oleh para responden self-administered. Metode analisis data menggunakan Structural Equation Modelling SEM. Hasil dari penelitian ini menunjukkan bahwa terdapat pengaruh product attribute beliefs content sensory attribute beliefs, packaging and branding attribute beliefs, functional attribute beliefs terhadap repurchase intention dengan dimediasi oleh customer perceived value hedonic utilitarian value. Temuan menyatakan bahwa konsumen dari kopi siap minum RTD membentuk persepsi utilitarian value adalah melalui packaging and branding dan content functional attribute beliefs, sedangkan persepsi hedonic value dibentuk melalui content sensory, packaging and branding, dan content functional attribute beliefs. Kemudian penelitian juga menunjukkan bahwa utilitarian value dan hedonic value terbukti mempengaruhi konsumen dalam repurchase intention.
The purpose of this research is to analyze effect of product attribute beliefs towards customer perceived value and repurchase intention. The research method used in this research is quantitative method. The sampling method is non probabilistic sampling specifically convenience sampling. The study was conducted with a single cross sectional. Distribution of the questionnaire done by offline, where researchers spread directly printed questionnaires to respondents who have a domicile in Jabodetabek, aged at least 17 years, ever buy and consume ready to drink coffee in plastic bottles with maximum consumption in the last 1 month since the questionnaire was distributed. Questionnaires was filled by respondents self administered. Data were analyzed with Structural Equation Modelling SEM. The findings indicate that consumer of ready to drink coffee form utilitarian perceptions through packaging branding and content functional attribute belief, and hedonic perceptions through content sensory, packaging and branding, and content functional attribute beliefs. The findings further reveal that utilitarian value and hedonic value are proven to effect consumer repurchase intention."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2017
S66149
UI - Skripsi Membership  Universitas Indonesia Library
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Hestia Livana
Analisis pengaruh mall environment dan customer perceived value terhadap customer satisfaction dan customer loyalty; studi kasus shopping mall di kawasan segitiga emas Jakarta = Analysis of the effect of mall environment and customer perceived value towards customer satisfaction and customer loyalty; case study shopping mall in golden triangle of Jakarta area
"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.
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."
Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2017
S66690
UI - Skripsi Membership  Universitas Indonesia Library
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Aveline Leonadiputri
Pengaruh Customer Perceived Value, Brand Trust, dan Brand Affect dalam Membangun Brand Loyalty : Studi pada Pengguna Telepon Genggam di Indonesia
"Tesis ini menganalisa pengaruh customer perceived value, brand trust, dan brand affect terbadap brand loyalty. Studi ini adalah riset kuantitatifyang menggunakan data primer melalui kuesioner yang disebarkan ke pengguna telepon genggrnn di Jakarta. Desain riset ini adalab riset desktiptif yang menggunakan metode analisa regresi sederbana. Hasil penelitian ini menunjukkan babwa teradapat hubungan yang positif dan signifikan antara customer perceived value, brand trust, dan brand affect dalam membangun brand loyalty.
This thesis analyzed the effect of customer perceived value, brand trust, brand affect to build brand loyalty. This research is a quantitative research which uses primary data through questionaire from mobile phone users in Jakarta. The design of this research is a descriptive research which use simple regression method. The results of this research show that there is a positive and significant relationship between customer perceived value, brand trust, and brand affect to build brand loyalty.
"
Jakarta: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2010
T 27212
UI - Tesis Open  Universitas Indonesia Library
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