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"Badan Pusat Statistik menunjukkan bahwa pada tahun 2023 terdapat 92 bank umum konvensional dan 13 bank umum syariah di Indonesia, yang diikuti dengan meningkatnya persaingan dalam industri perbankan. Persaingan antar bank yang tinggi, membuat perusahaan perbankan mulai berfokus pada implementasi strategi pemasaran yang berpengaruh terhadap peningkatan loyalitas pelanggan sebagai strategi retensi, serta peningkatan nasabah dengan kesediaan merekomendasikan layanan sebagai strategi akuisisi. Oleh karena itu, perbankan di Indonesia mulai mengadopsi strategi CRM dengan turut menjaga alur hubungan pelanggan yang optimal untuk mendapatkan manfaat jangka panjang. Penelitian ini menganalisis hubungan antara tiga program CRM (pemasaran kontinuitas, pemasaran personalisasi, dan kemitraan) terhadap aspek yang mempengaruhi hubungan pelanggan, yaitu kualitas layanan, kepuasan pelanggan, loyalitas pelanggan, dan tindakan dari loyalitas, kesediaan untuk merekomendasikan. Penelitian ini menggunakan metode PLS-SEM dengan software SmartPLS 4. Berdasarkan 516 sampel penelitian (212 nasabah bank syariah dan 304 nasabah bank konvensional), ditemukan bahwa ketiga program CRM (pemasaran kontinuitas, pemasaran personalisasi, dan kemitraan) tidak berpengaruh secara signifikan terhadap loyalitas pelanggan dalam bank syariah dan bank konvensional. Satu dari tiga program CRM (pemasaran kontinuitas) tidak berpengaruh secara signifikan terhadap kualitas layanan dalam bank syariah, sedangkan ketiga program CRM berpengaruh secara signifikan terhadap kualitas layanan dalam bank konvensional. Dua dari tiga program CRM (pemasaran kontinuitas dan kemitraan) tidak berpengaruh secara signifikan terhadap kepuasan pelanggan dalam bank syariah, sedangkan satu dari tiga program CRM (kemitraan) tidak berpengaruh secara signifikan terhadap kepuasan pelanggan dalam bank konvensional. Kualitas layanan tidak berpengaruh secara signifikan terhadap loyalitas pelanggan dalam bank syariah, sementara kualitas layanan berpengaruh signifikan terhadap loyalitas pelanggan dalam bank konvensional. Kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan dalam nasabah bank syariah dan bank konvensional. Loyalitas pelanggan berpengaruh signifikan terhadap kesediaan untuk merekomendasikan dalam bank syariah dan bank konvensional. Melalui hubungan tidak langsung, program CRM kemitraan memberikan pengaruh paling besar terhadap loyalitas pelanggan dan kesediaan untuk merekomendasikan dalam bank syariah, dan program CRM pemasaran personalisasi memberikan pengaruh paling besar dalam bank konvensional.

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Central Statistics Agency shows that in 2023, there were 92 conventional commercial banks and 13 Islamic commercial banks in Indonesia. This number is followed by increased competition in the banking industry. High competition between banks has made banking companies begin to focus on implementing marketing strategies that affect the increase in customer loyalty as a retention strategy, as well as increasing customers with a willingness to recommend services as an acquisition strategy. Therefore, banks in Indonesia began to adopt CRM strategies by also maintaining optimal customer relationship flow to gain long-term benefits. This study analyzes the relationship between three CRM programs (continuity marketing, one to one marketing, and partnering) on aspects that affect customer relationships, namely service quality, customer satisfaction, customer loyalty, and the action of loyalty, willingness to recommend. Based on 516 research samples (212 Islamic bank customers and 304 conventional bank customers), it was found that the three CRM programs (continuity marketing, one to one marketing, and partnering) did not significantly affect customer loyalty in Islamic banks and conventional banks. One of three CRM programs (continuity marketing) has no significant effect on service quality in Islamic banks, while all three CRM programs have a significant effect on service quality in conventional banks. Two of the three CRM programs (continuity marketing and partnering) do not significantly affect customer satisfaction in Islamic banks, while one of the three CRM programs (partnering) does not significantly affect customer satisfaction in conventional banks. Service quality has no significant effect on customer loyalty in Islamic banks, while service quality has a significant effect on customer loyalty in conventional banks. Customer satisfaction has a significant effect on customer loyalty in Islamic bank and conventional banks. Customer loyalty has a significant effect on willingness to recommend in Islamic bank and conventional bank. Through indirect relationships, CRM partnering programs have the greatest influence on customer loyalty and willingness to recommend in Islamic banks, and CRM one to one marketing programs have the greatest influence in conventional banks."

"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."

"In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc. Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia.

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In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc.  Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia."

"Dalam beberapa tahun terakhir, layanan streaming video on demand mengalami perkembangan yang sangat pesat, dimana hal tersebut terlihat dari munculnya berbagai layanan video on demand di Indonesia. Melihat hal tersebut maka salah satu perusahaan video on demand, yaitu Netflix selalu berusaha semaksimal mungkin untuk menarik & meningkatkan jumlah pelanggan serta mempertahankan kualitas layanan agar para pelanggan tetap setia menggunakan layanan yang ditawarkan. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh dimensi electronic service quality terhadap electronic customer satisfaction dan electronic customer loyalty pada pengguna aplikasi Netflix di daerah JABODETABEK. Penelitian ini menggunakan pendekatan kuantitatif melalui metode survei kepada 120 responden yang merupakan pelanggan Netflix dan bertempat tinggal di daerah JABODETABEK. Data yang didapatkan diolah menggunakan SPSS dan SmartPLS. Hasil Penelitian ini menunjukkan bahwa beberapa dimensi electronic service quality berpengaruh langsung dan signifikan terhadap electronic customer satisfaction. Lalu electronic customer satisfaction berpengaruh langsung dan signifikan terhadap electronic customer loyalty. Terakhir beberapa dimensi electronic service quality berpengaruh langsung dan signifikan terhadap electronic customer loyalty.

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In the last few years, video on demand services have experienced very rapid development, which can be seen from the emergence of various video on demand services in Indonesia. Seeing this, one of the video on demand companies, namely Netflix, always tries its best to attract & increase the number of subscribers and maintain the quality of service so that customers remain loyal in using the services offered. The purpose of this study was to analyze the effect of electronic service quality on electronic customer satisfaction and electronic customer loyalty for Netflix application users in the JABODETABEK area. This research uses a quantitative approach through a survey method to 120 respondents who are Netflix subscribers and live in the JABODETABEK area. The data obtained was processed using SPSS and SmartPLS. The results of this study indicate that the dimension of electronic service quality has a direct and significant effect on electronic customer satisfaction. Then electronic customer satisfaction has a direct and significant effect on electronic customer loyalty. The dimension of electronic service quality has a direct and significant effect on electronic customer loyalty"

"Indonesia sudah dilanda pandemi Covid-19 terhitung sejak pada bulan Maret 2020. Dahsyatnya dampak yang diberikan oleh pandemi sendiri akhirnya memberikan dampak terhadap beragam sektor industri di dunia dan juga di Indonesia salah satunya adalah industri penerbangan. Agar dapat mempertahankan dan meningkatkan loyalitas pelanggan yang sudah lama terbangun jauh sebelum pandemi Covid-19 melanda, pada akhirnya industri penerbangan, salah satunya adalah Citilink, melakukan beragam inovasi. Tujuan dari penelitian ini adalah menganalisis pengaruh Customer Engagement, Service Quality, Perceived Value, Customer Satisfaction, dan Brand Image terhadap Customer Loyalty penumpang maskapai penerbangan Citilink di Jakarta. Penelitian ini menggunakan pendekatan kuantitatif melalui metode survei berdasarkan purposive sampling terhadap populasi. Jumlah responden dalam penelitian ini adalah 100 orang yang peneliti dapatkan menggunakan questionnaire. Data yang didapatkan kemudian peneliti olah menggunakan SPSS melalui analisis statistic deskriptif dan analisis regresi sederhana. Hasil dalam penelitian ini memperlihatkan bahwa hubungan yang dimiliki dalam model penelitian signifikan dan saling memiliki pengaruh antara satu dengan yang lain.

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Indonesia has been hit by the Covid-19 pandemic since March 2020. The devastating impact of the pandemic itself has finally had an impact on various industrial sectors in the world and also in Indonesia, one of which is the aviation industry. In order to maintain and increase customer loyalty that had been built long before the Covid-19 pandemic hit, in the end the aviation industry, one of which was Citilink, made various innovations. The purpose of this study was to analyze the effect of Customer Engagement, Service Quality, Perceived Value, Customer Satisfaction, and Brand Image on Customer Loyalty of Citilink airline passengers in Jakarta. This study uses a quantitative approach through a survey method based on purposive sampling of the population. The number of respondents in this study were 100 people which the researchers obtained using a questionnaire. The data obtained were then processed using SPSS through descriptive statistical analysis and simple regression analysis. The results in this study show that the relationships in the research model are significant and mutually influence each other."

"Covid 19 membawa perubahan pada kebiasaan masyarakat dalam melakukan transaksi tidak terkecuali pada Bank Syariah Indonesia (BSI). Dengan demikian BSI dituntut untuk bisa melakukan adaptasi dengan perkembangan teknologi agar menjadi daya tarik tersendiri oleh nasabah dalam memenuhi kebutuhan dikala pandemi. Salah satu aspek yang perlu disorot dalam melakukan inovasi pada perkembangan teknologi adalah mobile. Model E-Service Quality yang dikembangkan oleh Blut (2016) digunakan pada penelitian kali ini, bertujuan untuk mengetahui pengaruh variabel dari E-SERVQUAL terhadap kepuasan dan loyalitas nasabah, serta komparasi antara E-SERVQUAL BSI dan Bank Negara Indonesia (BNI). Pada sisi lain, analisis skala prioritas juga digunakan untuk mengetahui dimensi apa saja yang perlu diprioritaskan oleh BSI dalam upaya meningkatkan kualitas layanan elektronik. Responden terdiri dari 214 pengguna BSI dan 240 pengguna BNI. Hasil dari penelitian menggunakan metode analisis PLS-SEM pada pengguna BSI dan BNI menunjukkan bahwa dimensi E-SERVQUAL berpengaruh signifikan terhadap kepuasaan dan loyalitas nasabah. Selain hal tersebut, jika dikomparasikan dengan BNI menggunakan uji Mann Whitney Test, diketahui bahwa BSI kalah secara signifikan pada semua dimensi kecuali the importance of sharia feature. Oleh sebab itu, dimensi-dimensi tersebut perlu ditingkatkan lagi agar dapat menciptakan loyalitas konsumen dan bersaing dengan bank lainnya.

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Covid 19 brought changes to people's habits in conducting transactions, including Bank Syariah Indonesia (BSI). Thus, BSI is required to be able to adapt to technological developments so that it becomes a special attraction for customers in meeting needs during the pandemic. One aspect that needs to be highlighted in making innovations in technological developments is mobile. The E-Service Quality model developed by Blut (2016) is used in this study, aiming to determine the effect of the variables from E-SERVQUAL on customer satisfaction and loyalty, as well as the comparison between E-SERVQUAL BSI and Bank Negara Indonesia (BNI). On the other hand, priority scale analysis is also used to find out what dimensions need to be prioritized by BSI in an effort to improve the quality of electronic services. Respondents consisted of 214 BSI users and 240 BNI users. The results of the study using the PLS-SEM analysis method on BSI and BNI users showed that the E-SERVQUAL dimension had a significant effect on customer satisfaction and loyalty. In addition to this, when compared with BNI using the Mann Whitney Test, it is known that BSI loses significantly on all dimensions except the importance of sharia feature. Therefore, these dimensions need to be improved again in order to create consumer loyalty and compete with other banks."

"Dewasa ini, jasa pesan antar makanan secara daring semakin berkembang dan banyak digunakan oleh masyarakat karena kepraktisan dan kemudahan yang ditawarkannya. Dalam hal ini, perusahaan harus dapat memberikan kualitas layanan belanja seluler yang maksimal untuk mendapatkan kepuasan dari pelanggan serta nantinya akan berdampak pada munculnya loyalitas dari pelanggan. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas layanan belanja seluler dan kepuasan pelanggan terhadap loyalitas pelanggan pada pengguna Traveloka Eats Delivery di DKI Jakarta. Penelitian ini dilakukan dengan menyebarkan kuesioner daring kepada 180 responden yang merupakan pengguna Traveloka Eats Delivery, pernah melakukan setidaknya dua kali pembelian, dan berdomisili di DKI Jakarta. Pendekatan yang digunakan dalam penelitian ini adalah pendekatan kuantitatif serta pengumpulan data menggunakan metode survei dengan purposive sampling. Data dalam penelitian ini diolah dengan menggunakan analisis regresi linier sederhana dan berganda dengan software SPSS. Hasil penelitian ini menunjukkan bahwa kualitas layanan belanja seluler memiliki pengaruh yang signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan. Disamping itu, hasil penelitian juga menunjukkan bahwa kepuasan pelanggan memiliki pengaruh yang signifikan terhadap loyalitas pelanggan pada pengguna Traveloka Eats Delivery di DKI Jakarta

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Nowadays, online food delivery services business is growing and widely used by the society because of its practicality and convenience it offers. In this case, the company must be able to provide maximum of mobile shopping service quality to gain customer satisfaction and have an impact on the emergence of customer loyalty. The purpose of this study was to analyze the effect of mobile shopping service quality and customer satisfaction on customer loyalty on Traveloka Eats Delivery users in DKI Jakarta. This research was conducted by distributing online questionnaires to 180 respondents who are Traveloka Eats Delivery users, have made at least two purchases, and live in DKI Jakarta. The approach used in this study is a quantitative approach and data collection using survey method with purposive sampling. The data in this study were processed using simple and multiple regression analysis with SPSS. The results of this study indicate that the mobile shopping service quality had a significant impact on customer satisfaction and customer loyalty. In addition, the results of the study also indicate that customer satisfaction had a significant impact on customer loyalty on Traveloka Eats Delivery users in DKI Jakarta."

"Dalam satu dekade terakhir, pertumbuhan usaha kuliner di Indonesia sangat cepat. Warunk Upnormal muncul sebagai salah satu usaha yang tingkat pertumbuhannya sangat tinggi. Bagaimana Warunk Upnormal menjaga kualitas layanannya agar konsumen tetap merasa puas dan loyal? Penelitian ini meneliti pengaruh service quality, perceived value pada customer satisfaction dan loyalty yang dilakukan Warunk Upnormal di Jakarta. Menggunakan teknik non-probability sampling, kuesioner penelitian dibagikan kepada sebanyak 245 responden. Software yang digunakan untuk mengolah data adalah SPSS dan SmartPLS 3.0. Hasil menunjukkan bahwa service quality yang dilakukan oleh Warunk Upnormal berpengaruh postif terhadap customer satisfaction, dan customer satisfaction yang pada akhirnya memberikan pengaruh positif pada loyalitas pelanggan. Menarik untuk disikapi bahwa hasil dari variabel perceived value memperlemah hubungan antara service quality terhadap customer satisfaction. Implikasi manajerial dan saran untuk penelitian selanjutnya diberikan berdasarkan hasil penelitian yang dilakukan.

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In the past decade, the growth of culinary businesses in Indonesia is very fast. Warunk Upnormal emerged as one of the businesses whose growth rates were very high. How does Warunk Upnormal maintain the quality of its services so that consumers remain satisfied and ultimately loyal? This study studies the effect of service quality, perceived value on customer satisfaction and loyalty by Warunk Upnormal in Jakarta. Using the non-probability sampling technique, questionnaire distributed to 245 respondents. This research was processed using SPSS and SmartPLS 3.0 tools. Realizing the quality of service performed by Warunk Upnormal determines positively to customer satisfaction, and customer satisfaction determines which eventually provide a positif impact toward customer loyalty. It is interesting to note here that the perceives value aparently weakning the relationship between service quality and customer satisfaction. Managerial implication and and suggestions for further research are given based on the research report."

"Penelitian ini bertujuan untuk menguji pengaruh user experience dan e-service quality terhadap customer loyalty dengan mediasi customer satisfaction pada aplikasi mobile coffee shop di Indonesia. Penelitian ini merupakan penelitian kuantitatif yang menggunakan metodologi survei dengan analisis SEM-PLS dan melibatkan 270 responden yang merupakan pengguna aktif dari berbagai aplikasi mobile coffee shop. Hasil menunjukkan bahwa user experience memiliki pengaruh signifikan terhadap e-service quality dan secara langsung terhadap customer satisfaction. E-service quality tidak memiliki efek positif pada customer loyalty, penelitian ini tidak menemukan bukti yang signifikan bahwa e-service quality berdampak langsung pada customer satisfaction. Namun, customer satisfaction terbukti secara signifikan memediasi hubungan antara user experience dan customer loyalty,. Generasi juga berperan sebagai variabel moderating dalam hubungan antara customer satisfaction dan customer loyalty. Temuan ini menekankan pentingnya meningkatkan user experience dan menyarankan bahwa meningkatkan kualitas layanan elektronik mungkin tidak cukup tanpa secara langsung meningkatkan kepuasan pelanggan untuk membangun loyalitas pelanggan.

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This study aims to examine the influence of user experience and e-service quality on customer loyalty with customer satisfaction as a mediator in mobile coffee shop applications in Indonesia. This research is a quantitative research which utilizing a survey methodology with SEM-PLS analysis. This study involved 270 respondents who are active users of various mobile coffee shop applications. The results indicated that user experience significantly affects e-service quality and directly impacts customer satisfaction. Although e-service quality did not show a positive effect on customer loyalty, the study found no significant evidence that e-service quality directly impacts customer satisfaction. However, customer satisfaction significantly mediates the relationship between user experience and customer loyalty. Additionally, generation serves as a moderating variable in the relationship between customer satisfaction and customer loyalty. These findings underscore the importance of enhancing user experience and suggest that improving electronic service quality may not be sufficient without directly increasing customer satisfaction to build customer loyalty."

"Dengan adanya banyak factor yang mempengaruhi loyalitas pelanggan terhadap Bank Syariah, peneliti ingin mengetahui pengaruh dari kepercayaan, kepuasan pelanggan dan citra perusahaan terhadap loyalitas pelanggan kepada Bank Syariah. Teknik analisis yang digunakan adalah Structural Equation Modeling ( SEM ).Hasil penelitian menunjukkan bahwa citra perusahaan berpengaruh signifikan dan positif terhadap kepercayaan, kepercayaan berpangaruh signifikan dan positif terhadap loyalitas pelanggan dan kepuasan pelanggan juga berpengaruh positif terhadap citra perusahaan sedangkan untuk kepuasan pelanggan tidak berpengaruh signifikan terhadap loyalitas pelanggan.

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With many factors that are affect on Customer Loyalty in Islamic Banking, researchers want to know how Trust, Customer Satisfaction and Image affecting Customer Loyalty in Islamic Banking. The analysis technique used is Structural Equation Modeling (SEM).

The results show that image has a significant and positive effect on trust, trust has a significant and positive effect on customer satisfaction, customer satisfaction has a significant and positive effect on image and customer satisfaction does not has a significant effect on customer loyalty."