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"Sebagai market leader dalam industri telekomunikasi selular di Indonesia, Telkomsel perlu menganalisis faktor-faktor yang mempengaruhi tingkat kepuasan dan loyalitas pelanggannya agar Telkomsel dapat menentukan strategi yang terbaik dalam meningkatkan kualitas pelayanannya untuk mencapai kepuasan pelanggan. Oleh karena itu, penelitian ini dilakukan untuk mengetahui karakteristik pelanggan yang membedakan pelanggan Telkomsel menurut tingkat kepuasan dan loyalitasnya, mengetahui atribut produk yang mempengaruhi tingkat kepuasan dan loyalitas pelanggan Telkomsel, serta memperoleh informasi mengenai atribut produk Telkomsel yang penting untuk ditingkatkan. Data penelitian diperoleh melalui kuesioner yang disebar ke 218 responden di Jabodetabek. Dari hasil penyebaran kuesioner akhirnya diperoleh data berupa karakteristik pelanggan dan atribut produk Telkomsel. Data yang terkumpul kemudian diolah dengan menggunakan analisis diskriminan, structural equation modeling, dan importance-performance analysis.Hasil pengolahan data menunjukkan bahwa: (1) pertimbangan menggunakan kartu Telkomsel, status pernikahan, jenis pekerjaan, jenis kartu Telkomsel, dan penghasilan membedakan tingkat kepuasan pelanggan, (2) status pernikahan membedakan tingkat loyalitas pelanggan, (3) kualitas produk dan keterjangkauan tarif memiliki pengaruh langsung terhadap manfaat yang dirasakan pelanggan dan pengaruh tak langsung terhadap kepuasan, kepercayaan, komitmen, dan keluhan pelanggan, (4) image perusahaan memiliki pengaruh langsung terhadap kepuasan pelanggan dan pengaruh tak langsung terhadap kepercayaan, komitmen, keluhan, dan loyalitas pelanggan, (5) tiga atribut produk yang penting untuk ditingkatkan yaitu ketepatan janji yang diberikan, kecepatan penyelesaian gangguan melalui Call Center, dan keterjangkauan tarif bicara ke provider GSM lain.

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As the market leader in the cellular telecommunication industry in Indonesia, Telkomsel needs to analyze factors influencing customer satisfaction and loyalty level so that Telkomsel can determine the best strategy in increasing its service quality to reach customer satisfaction. Therefore, this research is executed to find out the customer characteristics that differenciate Telkomsel's customers based on their satisfaction and loyalty level, to find out the product attributes that influence customer satisfaction and loyalty level, and to obtain information about the product attributes that are important to be increased. The research data are obtained through questionnairs distributed to 218 respondents in Jabodetabek. From the result of distributing questionnairs, it is finally obtained the data of customer characteristics and product attributes. Then the data that have been collected is processed using discriminant analysis, structural equation modeling, and importance-performance analysis.

The results of processing data show that: (1) consideration of using Telkomsel card, marital status, occupation, Telkomsel card used, and income differenciate the customer satisfaction level, (2) marital status differenciates the customer loyalty level, (3) product quality and economical fee have direct effect on perceived value and indirect effects on customer satisfaction, customer trust, customer commitment, and customer complaint, (4) corporate image has direct effect on customer satisfaction, (5) three product attributes that are important to be increased are the fulfilling of given promise, the speed of finishing problem by Call Center, and the economical talking fee to the other GSM providers."

"Penelitian ini bertujuan untuk mengetahui pengaruh faktor-faktor inovasi terhadap peningkatan loyalitas pelanggan pada perusahaan telekomunikasi. Perusahaan telekomunikasi yang dijadikan objek penelitian adalah PT Indosat Tbk., sampel diambil dari pelanggan Indosat yang berada di Jabodetabek dan menggunakan produk dan layanan GSM dari Indosat. Faktor inovasi yang digunakan adalah relative advantage dan compatibility, dan dilihat dari 4 area inovasi yaitu produk, layanan, teknologi, dan pemasaran. Sedangkan loyalitas pelanggan tersusun dari beberapa anteseden, yaitu customer expectation, perceived quality, perceived value, corporate image, customer satisfaction, customer trust/confidence, customer commitment, customer complaint, dan customer loyalty. Dengan menggunakan Structural Equation Modeling (SEM) didapatkan bahwa ternyata faktor inovasi tidak memiliki pengaruh langsung yang signifikan terhadap loyalitas pelanggan, namun tetap memiliki pengaruh total yang signifikan melalui pengaruhnya terhadap anteseden dari loyalitas, seperti customer expectation, perceived quality, corporate image, dan customer trust/confidence. Selain itu, didapatkan pula bahwa faktor inovasi (relative advantage dan compatibility), komitmen pelanggan (customer commitment), kepercayaan pelanggan (customer trust/confidence), dan kepuasan pelanggan (customer satisfaction) merupakan empat faktor utama yang memiliki pengaruh signifikan terhadap loyalitas pelanggan Indosat. Melalui pengaruhnya yang signifikan terhadap loyalitas, Indosat perlu mempertimbangkan faktor inovasi (relative advantage dan compatibility) dalam meningkatkan loyalitas pelanggannya, yang pada akhirnya akan meningkatkan value dari Indosat.

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This study aimed to investigate the influence of innovation factors to increase customer loyalty in the telecom companies. Telecommunications Company which becomes object of the research is PT Indosat Tbk., and samples were taken from our customers who live in Jabodetabek and use of products and services from Indosat's GSM. Innovation factors used are relative advantage and compatibility, and its being view from four areas of innovation, product, service, technology, and marketing. While customer loyalty is composed of several antecedents, namely customer expectation, perceived quality, perceived value, corporate image, customer satisfaction, customer trust/confidence, customer commitment, customer complaint, and customer loyalty. Structural Equation Modeling (SEM) using showed that in fact innovation factors has no significant direct influence on customer loyalty, but still has a significant total effect through its influence on the antecedents of loyalty, as customer expectation, perceived quality, corporate image and customer trust/confidence. In addition, it was found also that the factor of innovation (relative advantage and compatibility), commitment of customer, customer trust, and customer satisfaction are the four main factors that have significant influence on customer loyalty in Indosat. Through a significant effect on loyalty, Indosat will need to consider the factor of innovation (relative advantage and compatibility) in improving customer loyalty, which in turn will increase the value of Indosat."

"Penelitian ini bertujuan untuk mengetahui pengaruh faktor-faktor inovasi dan quality of service terhadap loyalitas pelanggan pada PT Indosat Tbk., PT Telkomsel, dan PT XL Axiata. Faktor inovasi yang digunakan yaitu inovasi produk, layanan, teknologi, dan pemasaran. Faktor quality of service yang digunakan yaitu kualitas jaringan, jangkauan, kejernihan suara, data transfer, dan customer service. Sedangkan loyalitas pelanggan tersusun dari beberapa variabel, yaitu customer expectation, perceived value, corporate image, perceived ease of use, customer satisfaction, customer trust, customer commitment, customer complaint, dan customer loyalty. Dengan menggunakan Structural Equation Modeling (SEM) didapatkan bahwa ternyata faktor inovasi dan quality of service tidak memiliki pengaruh langsung yang signifikan terhadap loyalitas pelanggan, namun tetap memiliki pengaruh tidak langsung yang signifikan melalui pengaruhnya terhadap loyalitas, melalui anteseden seperti customer commitment, customer trust, dan customer satisfaction.

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This study aimed to investigate the influence of innovation and quality of service factors to customer loyalty in the telecommunication companies. Telecommunication companies which become object of the research is PT Indosat Tbk., PT Telkomsel, and PT XL Axiata. Innovation factors which used are being viewed from product, service, technology, and marketing innovation. Quality of service factors which used are being viewed from network, coverage, voice limpidity, data transfer rate, and customer service quality. While customer loyalty is composed of several antecedents, namely customer expectation, perceived quality, perceived value, corporate image, perceived ease of use, customer satisfaction, customer trust, customer commitment, customer complaint, and customer loyalty. Structural Equation Modeling (SEM) using showed that in fact innovation factors has no significant direct influence on customer loyalty, but still has indirect effect through its influence on the antecedents of loyalty, as customer commitment, customer trust, and customer satisfaction."

"ABSTRAKPenelitian ini bertujuan untuk mengetahui variabel-variabel yang mempengaruhikepuasan pelanggan sepeda motor jenis bebek dan matic dengan menggunakanmetode Structural Equation Modeling (SEM). Pengambilan data dilakukan diwilayah Jabodetabek dengan melakukan survey kepada pengguna sepeda motorjenis bebek dan matic. Variabel yang diuji pada penelitian ini antara lain:Pemenuhan Manfaat Fungsional (Functional Benefit Fulfilment), PemenuhanJaminan Operasional (Operational Assurance Fulfilment), Keandalan Produk(Product Reliability) dan Kualitas Pelayanan Purna Jual (Service Quality). Selainitu, penelitian ini juga melibatkan Variabel Moderator Disiplin Operasional(Operational Discipline) dan Pengetahuan Operational (Operational Knowledge)Hasil penelitian menunjukkan bahwa variabel-variabel yang terbukti berpengaruhterhadap kepuasan pelanggan adalah variabel Pemenuhan Manfaat Fungsional,Pemenuhan Jaminan Opersional, dan Keandalan Produk. Sedangkan variabelKualitas Pelayanan Purna Jual tidak berpengaruh secara signifikan terhadapkepuasan pelanggan. Disamping itu Variabel Moderator Pengetahuan sertaDisiplin Operasional terbukti dapat memperkuat maupun memperlemah hubunganantara variabel independen yang diuji dengan variabel dependen KepuasanPelanggan.

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ABSTRACTThis study aims to determine factors that influences of customer?s motorcyclesatisfaction by using the method of Structural Equation Modeling (SEM). Datawere collected to customer of moped and skutic in Jabodetabek, usingquestionnaires. Variables used in this study are Functional Benefit Fulfillment,Operational Assurance Fulfillment, Product Reliability, Service Quality and alsoOperational Discipline & Knowledge as Moderator Variable. The result showedthat the factors that significantly affect satisfaction of customer are FunctionalBenefit Fulfillment, Operational Assurance Fulfillment and Product Reliability.While service quality has no influence towards patient satisfaction. Also, thisstudy proved to be significant that Discipline and Knowledge Operational haseffect to relationship between independent and dependent variable."

"Penelitian ini bertujuan untuk mengetahui faktor-faktor apa sajakah yang mempengaruhi kepuasan pelanggan pada minuman kesehatan RTD khususnya Adem Sari Ching Ku serta perumusan rekomendasi strategi pemasaran yang dapat diimplementasikan untuk memperluas pangsa pasar Adem Sari Ching Ku. Data pada penelitian ini dikumpulkan menggunakan kuesioner untuk pengolahan data menggunakan metode covariance based-structural equation modeling (CB-SEM) dan dengan melakukan wawancara kepada ahli untuk menentukan nilai kepentingan dari setiap faktor yang akan dianalisis menggunakan importance – performance matrix. Berdasarkan hasil CB-SEM, didapatkan bahwa harga merupakan variabel yang paling berpengaruh terhadap kepuasan pelanggan. Sedangkan menurut importance – performance analysis, harga dan promosi merupakan indikator yang masuk ke dalam zona perbaikan. Oleh karena itu, dirumuskan empat rekomendasi strategi untuk meningkatkan kepuasan pelanggan Adem Sari Ching Ku, yaitu dengan kolaborasi dengan influencer, meluncurkan produk baru dengan varian rasa yang berbeda dan rendah gula, mengubah desain kemasan, dan membuat promo spesial melalui media sosial.

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This study aims to determine what factors influence customer satisfaction in RTD health drinks, especially Adem Sari Ching Ku, and formulate recommendations for marketing strategies that can be implemented to expand the market share of Adem Sari Ching Ku. Data in this study were collected using a questionnaire for data processing using the covariance based-structural equation modeling (CB-SEM) method and by conducting interviews with experts to determine the importance of each factor to be analyzed using the importance - performance matrix. Based on the results of CB-SEM, it was found that price is the variable that has the most influence on customer satisfaction. Meanwhile, according to the importance - performance analysis, price and promotion are indicators that fall into the improvement zone. Therefore, four recommended strategies were formulated to increase customer satisfaction of Adem Sari Ching Ku, namely by collaborating with influencers, launching new products with different flavors and low sugar, changing the packaging design, and creating special promos through social media. "

"ABSTRAKKeragaman tingkat kepentingan dan latar belakang seseorang dalam membeli unit mobil menjadi perhatian utama pelaku industri otomotif saat ini. Oleh karena itu, perlu dilakukan identifikasi dan analisis model faktor-faktor yang mempengaruhi kepuasan pengguna mobil. Metode yang digunakan dalam identifikasi dan analisis ini adalah structural equation modeling. Data yang diproses berasal dari hasil survei pengguna mobil MPV di wilayah Jabodetabek. Hasil penelitian menunjukkan bahwa variabel moderasi keterampilan pengendara kendaraan memperkuat pengaruh variabel eksogen kinerja operasional kendaraan dan moderasi konsistensi pemeliharaan kendaraan juga memperkuat pengaruh variabel eksogen keandalan kendaraan terhadap hubungannya dengan kepuasan pengguna mobil. Selain itu, faktor-faktor eksogen yang berpengaruh signifikan terhadap kepuasan pengguna mobil yaitu manfaat fungsional kendaraan, keandalan kendaraan, kinerja pelayanan purna jual, kinerja operasional kendaraan, dan biaya pemilikan kendaraan.

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ABSTRACTThe variation of the interest and the background of automobile consumer rsquo s buying activity has been a concern for the automotive industry. Thus, it is necessary to model the identification and the analysis of the factors that affecting the automobile satisfactory. The method processed the survey result from MPV user in Jabodetabek into structural equation modeling. SEM showed that the moderation variable enhanced the exogenous variable of vehicle performance, whereas the moderation variable of the vehicle rsquo s maintenance enhanced the exogenous variable of vehicle rsquo s reliability in the conjuction to the automobile user satisfactory. Apart from that, another exogenous factors that significantly effecting the user satisfaction are vehicle functionality, performance, reliability, after sales services, and cost of ownership."

"Penelitian ini bertujuan untuk mengetahui faktor-faktor pada dimensi pelayanan Rumah Sakit yang mempengaruhi kepuasan dan loyalitas pasien serta hubungannya dengan image perusahaan dengan menggunakan metode Structural Equation Modeling (SEM). Pengambilan data dilakukan kepada para pasien di 13 unit instalasi rawat jalan RSUP Fatmawati Jakarta Selatan sebagai responden menggunakan kuesioner. Dimensi faktor yang digunakan dalam penelitian ini adalah Perhatian Dokter (Physician Concern), Perhatian Staf dan Perawat (Staff Concern), Kenyamanan Proses Perawatan (Convenience of Care Process), dan Peralatan dan Fasilitas (Tangibles). Hasil penelitian menunjukkan bahwa faktor¬faktor yang terbukti mempengaruhi kepuasan pasien secara positif adalah Perhatian Staf dan Perawat (Staff Concern), Kenyamanan Proses Perawatan (Convenience of Care Process), dan Peralatan dan Fasilitas (Tangibles). Sedangkan dimensi Perhatian Dokter (Physician Concern) tidak berpengaruh terhadap motivasi bersepeda. Selain itu dalam penelitian ini terbukti secara signifikan bahwa Kepuasan Pasien berpengaruh positif terhadap Loyalitas dan Image Perusahaan.

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This study aims to determine the factor dimensions of Hospital services that influence satisfaction and loyalty of patients and its relationship to corporate image by using the method of Structural Equation Modeling (SEM). Data were collected to patients in 13 units of outpatient installation in RSUP Fatmawati in South Jakarta as the respondents, using questionnaires. Dimensions factors used in this study are Physician Concern, Staff Concern, Convenience of Care Process, and Tangibles.

The results showed that the factors dimensions that proved positively affect patient satisfaction are Staff Concern, Convenience of Care Process, and Tangibles. While dimension of Physician Concern has no influence towards patient satisfaction. Also, this study proved to be significant that the Patient Satisfaction has positive effect on Loyalty and Corporate Image."

"ABSTRAKTeknologi eSIM dibeberapa negara sudah diimplementasikan pada beberapa perangkat vendor seperti Apple dan Samsung. ITU mengatakan bahwa penyebaran secara luas eSIM dan Remote Provisioning akan menjadi enabler suatu disruption karena kelebihan yang dimiliki teknologi eSIM tersebut. Oleh karena itu Dengan adanya eSIM dikawatirkan akan meningkatkan potensi churn rate yang tinggi. Tujuan penelitian ini adalah mengetahui faktor adopsi eSIM yang akan berpotensi mempengaruhi peningkatan churn rate. Model yang dibuat dengan mengambil Faktor adopsi dari metode VAM dan penelitian sebelumnya yang menganalisa efek dari kebijakan Mobile number Portability terhadap Intensitas switching pelanggan. Setelah Model dianalisa didapatkan faktor adopsi perceived usefulness of ESIM (PUESIM), perceived fee of eSIM (PFESIM) dan perceived technically of ESIM (PTE) menjelaskan sekitar 55.6% ATTESIM, dan attitude towards ESIM (ATTESIM) dan perceived technically of ESIM (PTESIM) bersama-sama menjelaskan sekitar 55.3% ESIM-induced self-efficacy (ESIMSEF). Model yang diusulkan memprediksi nilai switching intention SINT R2 hanya 41.9% intensi switching yang meyebabkan meningkatkan potensi churn rate pelanggan seluler. Hal ini disebabkan karena beberapa faktor diantaranya adalah masih adanya switching barrier orang untuk beralih oleh yang bisa perceived switching cost yang masih tinggi tidak mampu meningkatkan itensi orang untuk beralih

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ABSTRACTESIM technology in several countries has been implemented on several device vendors such as Apple and Samsung. ITU said that the widespread deployment of eSIM and Remote Provisioning would become an enabler of a disruption due to the advantages possessed by the eSIM technology. Therefore, it is feared that with eSIM will increase the potential for high churn rates. The purpose of this study is to determine the eSIM adoption factors that will potentially affect the increase in churn rate. The model is created by taking the adoption factor from the VAM method and previous research that analyzes the effect of the Mobile number Portability policy on customer switching intensity. After the Model has been analyzed, the adoption of perceived usefulness of ESIM (PUESIM), perceived fee of eSIM (PFESIM) and perceived technic of ESIM (PTEIM) factors explain about 55.6% ATTESIM, and attitude towards ESIM (ATTESIM) and perceived technically of ESIM (PTESIM) together explain about 55.3% ESIM-induced self-efficacy (ESIMSEF). The proposed model predicts the value of SINT R2 switching intention is only 41.9% switching intentions which causes a potential increase in cellular customer churn rate. This is due to several factors including the existence of switching barriers for people to switch by those who can still feel the high switching costs that are not able to increase people's intention to switch. "

"Penelitian ini bertujuan untuk mengetahui pengaruh faktor-faktor kualitas dan harga dalam mempengaruhi kesetiaan pelanggan dengan menggunakan Structural Equation Modeling (SEM). Pengambilan data dilakukan kepada pengguna traditional airlines dan low-cost carrier sebagai responden. Faktor-faktor kualitas dan harga yang digunakan dalam penelitian ini adalah penawaran penerbangan (offer of flights and destination), pengalaman pembelian tiket (ticket purchase experience), pengalaman di bandara (airport experience), pengalaman dalam penerbangan (flight experience), kehandalan layanan (service reliability) dan harga (price). Hasil penelitian menunjukkan bahwa faktor-faktor yang terbukti mempengaruhi kesetiaan pelanggan pada pengguna traditional airlines adalah penawaran penerbangan (offer of flights and destination), pengalaman dalam penerbangan (flight experience) dan kehandalan layanan (service reliability). Sedangkan faktor-faktor yang terbukti mempengaruhi kesetiaan pelanggan pada pengguna low-cost carrier adalah pengalaman di bandara (airport experience), kehandalan layanan (service reliability) dan harga (price).

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The purpose of this research is to identify factors that influence motivation of cycling by using Structural Equation Modeling (SEM). The data is taken from traditional airlines and low-cost carrier users. Factors used in this research are offers of flight and destination, ticket purchase experience, airport experience, flight experience, service reliability, and price.

The result of the research on traditional airlines users show that offers of flight and destination, flight experience, and service reliability positively influence customer loyalty. While the low-cost carrier users show that airport experience, service reliability, and price have the positive influence to customer loyalty."