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"Bubble milk tea memiliki pasar yang masih dalam tahap introductory yang memang mengalami kenaikan yang tinggi dan masih belum stabil. Fenomena ini dilatarbelakangi oleh pengeluaran dan permintaan akan minuman yang semakin banyak di Indonesia. Pada kesetiaan konsumen dan fanatisme, ada beberapa faktor yang secara langsung dapat mempengaruhi hal tersebut, yaitu, tingkat jasa, kualitas dan variasi produk, program berhadiah, harga, dan lokasi. Penelitian ini kemudian didesain untuk mengetahui pengaruh faktor-faktor tersebut pada pembelian konsumen akan bubble milk tea. Model ini diuji menggunakan metode regresi dengan menggunakan SPSS. Hasil penelitian menyatakan bahwa faktor tingkat jasa, kualitas dan variasi produk, program berhadiah, dan harga secara signifikan mempengaruhi kesetiaan emosional pada intensi pembelian. Sedangkan kualitas dan variasi produk, program hadiah, harga dan lokasi secara signifikan mempengaruhi fanatisme dari konsumen, limitasi dan implikasi manajerial akan didiskusikan lebih lanjut.

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Bubble milk tea has a market that is still in the introductory phase is to increase the high potential in the market and still not stable in having the customer. This phenomenon is motivated by spending and demand more and more in beverages in Indonesia. On customer loyalty and fanaticism, there are several factors that can directly affect it, namely, the level of service, quality and variety of products, programs, prizes, price, and location. This study was designed to investigate the influence of these factors on consumer purchases in bubble milk tea. This model was tested using regression methods with SPSS.

The results stated that the service level, product quality and assortment, programs for rewarding patronage, and prices significantly affect the price of emotional loyalty on purchase intentions. While the product quality and assortment, programs for rewarding patronage, prices and location significantly affect the fanaticism of consumers. Limitations and managerial implications are discussed further."

"Penelitian ini menguji pengaruh perceived employee emotional competence terhadap customer satisfaction dan loyalty, serta bagaimana rapport memediasi pengaruh tersebut. Penelitian ini menggunakan konteks personal service, yaitu penata rambut, dengan menggunakan 130 sampel. Penelitian ini terdiri dari dua studi. Studi 1 menguji model penelitian pada responden yang menggunakan penata rambut yang sama setiap kali menggunakan jasa penata rambut, sedangkan studi 2 menguji model penelitian pada responden yang menggunakan penata rambut yang berbeda-beda. Model penelitian diuji dengan menggunakan teknik analisis Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian ini menunjukkan bahwa employee emotional competence tidak berpengaruh secara langsung terhadap satisfaction dan loyalty, tetapi melalui mediasi rapport.

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This research examined the effect of perceived employee emotional competence on customer satisfaction and loyalty, and how rapport mediates these effects. This research uses the context of personal service, hairstylist, using 130 samples. This research consists of two studies. Study 1 tested the research model on respondents who use the same hairstylist each time using the service of hairstylist, while Study 2 tested the research model on respondents who use different hairstylists each time using the service. The model was tested by using Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. This research showed that employee emotional competence do not effect satisfaction and loyalty directly, but through the mediation of rapport."

"Customer Equity (Ekuitas Pelanggan) merupakan suatu framework yang dapat digunakan untuk menentukan aspek apa yang paling signifikan bagi customer dari suatu perusahaan serta juga untuk mengidentifikasi kekuatan/kelemahan yang dimiliki oleh suatu perusahaan. Lemon et al. (2001) menjabarkan 3 (tiga) penggerak utama dari Customer Equity yaitu brand equity, value equity, dan relationship equity. Penelitian ini bertujuan menganalisa pengaruh dari ketiga penggerak utama ini terhadap loyalitas pelanggan, dengan ditambahkan variabel Trust sebagai mediator, di dalam konteks sektor Business-to-Business (B2B) dari jasa layanan I.T. di Indonesia. Hasilnya menunjukkan bahwa hanya Value Equity dan Relationship Equity yang terbukti berpengaruh positif terhadap loyalitas pelanggan akan tetapi seluruh ketiga penggerak tersebut terbukti mempengaruhi Trust secara signifikan.

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Customer Equity is a framework that can be used to analyze and determine which aspect is most significantly influencing customers and also to identify company's stregths/weaknesses. Lemon et al. (2001) described 3 (three) key drivers of Customer Equity, which are: Brand Equity, Value Equity, and Relationship Equity. This research intends to analyze the effects of the 3 (three) drivers on customers? loyalty, by adding trust as a mediating variable, in Business-to-Business (B2B) I.T. Services context. The result shows that only Value Equity and Relationship Equity that are statistically proven to be positively related with Customer Loyalty, but on the other hand, the whole drivers are proven to be positively related with Trust."

"Model bisnis omnichannel mulai diadopsi oleh beberapa retailer di Indonesia sebagai strategi dalam meningkatkan customer experience dan menjangkau pelanggan lebih luas dengan memanfaatkan berbagai saluran distribusi yang terintegrasi. Penelitian ini memfokuskan Alfamart sebagai objek penelitian karena memiliki saluran distribusi yang banyak, minimarket kedua terbesar, dan mempunyai gerai toko tersebar luas di Indonesia. Namun, dalam prosesnya terdapat peran omnichannel integration quality (channel-service configuration, interaction consistency, dan assurance quality) yang mempengaruhi customer engagement, dan relationship program receptiveness yang mendorong customer loyalty. Pengambilan data dilakukan dengan metode non-probability sampling dengan teknik judgmental dan snowball sampling. Penelitian ini menggunakan survei yang dibagikan kepada responden yang berada di usia 26 - 42 tahun di seluruh Indonesia yang pernah berbelanja di Alfamart melalui minimal dua saluran distribusinya. Responden yang terkumpul sebanyak 182 responden yang diolah menggunakan Partial Least Square-Structural Equation Model (PLS-SEM). Hasil penelitian ini menunjukkan bahwa data mendukung beberapa hipotesis, yaitu channel-service configuration, dan interaction consistency berpengaruh positif terhadap customer engagement dan relationship program receptiveness, customer engagement berpengaruh positif terhadap relationship program receptiveness, customer engagement dan relationship program receptiveness berpengaruh positif terhadap customer loyalty. Penelitian ini dapat membantu manajer dalam merumuskan strategi omnichannel retailing.

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Most retailers in Indonesia have adopted an omnichannel business model as a strategy to improve customer experience and reach a wider range of customers by utilizing various integrated distribution channels. This study focuses on Alfamart as the object of research because it has many distribution channels, the second largest minimarket, and has a wide range of store outlets in Indonesia. Meanwhile, in the process, there is a role of omnichannel integration quality (channel-service configuration, interaction consistency, and assurance quality) which affects customer engagement, and relationship program receptiveness that encourages customer loyalty. Data were collected by a non-probability sampling method with judgmental and snowball sampling techniques. This study uses a survey which is distributed to respondents aged 26 - 42 years in Indonesia who have shopped at Alfamart through at least two distribution channels. This study has collected respondents by 182 respondents who were processed using Partial Least Square-Structural Equation Model (PLS-SEM). The outcomes of this study indicate that the data support some hypotheses, including channel-service configuration and interaction consistency have a positive effect on customer engagement and relationship program receptiveness, customer engagement has a positive effect on relationship program receptiveness, customer engagement and relationship program receptiveness have a positive effect on customer loyalty. This research can assist managers in formulating an omnichannel retailing strategy."

"Salah satu produk yang paling banyak dibeli melalui e-commerce Indonesia adalah apparel, khususnya bagi Generasi Z dan Milenial. Dengan persaingan e-commerce Indonesia yang ketat dan biaya yang diperlukan untuk menarik pelanggan baru lebih besar dibanding mempertahankan pelanggan yang sudah ada, perusahaan-perusahaan e-commerce memerlukan cara untuk menjaga atau meningkatkan customer loyalty. Maka dari itu, penelitian ini menginvestigasi pengaruh online shopping experience produk apparel melalui dimensi website experience, product experience, service experience, brand experience, dan emotional experience terhadap customer loyalty Generasi Z dan Milenial pada e-commerce Indonesia. Penelitian dilaksanakan melalui survey terhadap 179 responden Generasi Z/Milenial pelanggan produk apparel di e-commerce Indonesia. Penelitian ini dilaksanakan dengan uji regresi linear berganda menggunakan IBM SPSS Statistics 24 dan menunjukkan hasil bahwa product experience dan emotional experience memiliki pengaruh positif yang signifikan terhadap customer loyalty. Sementara itu, website experience, service experience, dan brand experience tidak memiliki pengaruh positif yang signifikan terhadap customer loyalty. Berdasarkan hasil tersebut, penelitian ini dapat membantu manajer pemasaran perusahaan e-commerce Indonesia dalam mengalokasikan sumber daya agar dapat menjaga/meningkatkan customer loyalty pelanggan produk apparel dari Generasi Z dan Milenial.

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One of the most purchased products through Indonesian e-commerce is apparel, especially for Generation Z and Millennials. With Indonesia's e-commerce fierce competition and the costs required to attract new customers being greater than retaining existing customers, e-commerce companies need ways to maintain /increase customer loyalty. Therefore, this research investigates the influence of the online shopping experience for clothing products through the dimensions of website experience, product experience, service experience, brand experience and emotional experience towards the loyalty of Generation Z and Millennial customers in Indonesian e-commerce. The research was conducted through a survey of 179 Generation Z/Millennial respondents, customers of apparel products in Indonesian e-commerce. This research was carried out using multiple linear regression tests using IBM SPSS Statistics 24 and showed the results that product experience and emotional experience have a significant positive influence on customer loyalty. Meanwhile, website experience, service experience, and brand experience do not have a significant positive influence on customer loyalty. Based on these results, this research can help marketing managers of Indonesian e-commerce companies in allocating resources to maintain/increase customer loyalty for apparel product customers from Generation Z and Millennials."

"Penelitian ini membahas mengenai pengaruh customer engagement melalui instagram terhadap customer loyalty pelanggan Somethinc. Terdapat variabel trust, commitment, dan customer value creation diantara hubungan keduanya. Pengumpulan data dilakukan melalui survei kepada 199 responden yang berdomisili di Indonesia, berusia diatas 18 tahun, mengikuti akun instagram Somethinc, dan pernah membeli produk Somethinc lebih dari satu kali. Metode penyebaran kuesioner dilakukan secara online menggunakan Google Form dan analisis data menggunakan Partial Least Square-Structural Equation Modelling (PLS-SEM) dengan software SMARTPLS 4. Hasil penelitian ini menunjukkan bahwa customer engagement berpengaruh secara positif dan signifikan terhadap trust, commitment dan customer value creation. Kemudian, trust berpengaruh secara positf dan signifikan terhadap commitment dan customer loyalty. Selanjutnya, commitment berpengaruh secara positif dan signifikan terhadap customer loyalty. Kemudian, customer value creation berpengaruh secara positif dan signifikan terhadap commitment dan customer loyalty

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This research discusses the influence of customer engagement through instagram on Somethinc customers' customer loyalty. There are variables of trust, commitment, and customer value creation between the two relationships. Data collection was conducted through a survey of 199 respondents who live in Indonesia, are over 18 years old, follow Somethinc's instagram account, and have purchased Somethinc products more than once. The questionnaire distribution method was carried out online using Google Form and data analysis using Partial Least Square-Structural Equation Modeling (PLS-SEM) with SMARTPLS 4 software. The results of this study indicate that customer engagement has a positive and significant effect on trust, commitment, and customer value creation. Then, trust has a positive and significant effect on commitment and customer loyalty. Furthermore, commitment has a positive and significant effect on customer loyalty. Then, customer value creation has a positive and significant effect on commitment and customer loyalty."

"Studi ini dilakukan untuk memeriksa mekanisme diamati terlibat dalam hubungan antara kualitas layanan yang dirasakan dan kesetiaan pelanggan dalam simcard Mentari. Tujuan dari penelitian ini adalah untuk menguji hipotesis bahwa hubungan antara kualitas layanan yang dirasakan dan kesetiaan pelanggan dimediasi, oleh citra perusahaan, kepercayaan, dan biaya switching. Responden sebanyak 136 dari semua pengguna layanan jasa telpon seluler Mentari untuk menyelesaikan suatu survey yang meliputi langkah-langkah dari: 1. hubungan antara kualitas layanan yang dirasakan dan kesetiaan pelanggan, 2. hubungan antara kualitas layanan yang dirasakan dan kepercayaan, 3. hubungan antara kepercayaan dan dirasakan biaya switching, 4. hubungan antara kepercayaan dan kesetiaan pelanggan, 5. hubungan antara citra perusahaan dan loyalitas pelanggan, 6. hubungan antara kualitas layanan yang dirasakan dan citra perusahaan, 7. hubungan antara biaya switching dirasakan dan kesetiaan pelanggan, dan 8. hubungan antara kualitas layanan yang dirasakan dan dianggap biaya switching.

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This study was conducted to examine the mechanisms involved in observed relations between perceived service quality and customer loyalty in Mentari simcard. The purpose of the present research was to test the hypothesis that relations between perceived service quality and customer loyalty are mediated, by corporate image, trust, and perceived switching costs. Respondents (N=136) from consumer that use Mentari provider completed a survey that included measures of : 1. the relationship between perceived service quality and customer loyalty, 2. the relationship between perceived service quality and trust, 3. the relationship between trust and perceived switching costs, 4. the relationship between trust and customer loyalty, 5. the relationship between corporate image and customer loyalty, 6. the relationship between perceived service quality and corporate image, 7. the relationship between perceived switching costs and customer loyalty, and 8. the relationship between perceived service quality and perceived switching cost."

"Penelitian ini bertujuan untuk melihat bagaimana tanggapan pelanggan terhadap pelayanan prima yang telah dijalankan LBC selama Januari-Oktober 2011, bagaimana ekuitas pelanggan, bagaimana loyalitas pelanggan, bagaimana pengaruh pelayanan prima terhadap terbentuknya ekuitas pelanggan, serta adakah pengaruh loyalitas pelanggan terhadap hubungan antara pelayanan prima dengan ekuitas pelanggan. Penelitian ini menggunakan pendekatan kuantitatif dengan desain penelitian survey. Teknik penarikan sampel yang digunakan ialah systematic random sampling.Hasil penelitian menunjukkan bahwa: (a) tanggapan pelanggan terhadap pelayanan prima yang dilaksanakan LBC Surabaya cukup baik, (b) pelanggan memiliki loyalitas dan ekuitas yang cukup tinggi terhadap LBC Surabaya, (c) terdapat pengaruh yang cukup kuat dari pelayanan prima yang dilaksanakan LBC terhadap terbentuknya ekuitas pelanggan, (d) terdapat pengaruh loyalitas pelanggan terhadap hubungan antara pelayanan prima dengan ekuitas pelanggan. Hasil penelitian juga menyarankan agar LBC Surabaya lebih cepat dalam memberikan pelayanan terhadap pelanggan, mengadakan program komunitas bagi pelanggan secara berkala, serta lebih intensif dalam memberikan informasi kepada pelanggan.

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The aim of the research was to see how the customers response of service excellence program that has been run by LBC from January to October 2011, how the customer equity, how the customer loyalty, how service excellence influence the customer equity, and whether customer loyalty has an impact on the relationship between service excellence with customer equity. The research used a quantitative approach with the design of research survey. Sampling technique used in this research was systematic random sampling.

The results showed that: (1) customers response of service excellence that has been run by LBC since 2011 was good enough, (2) customers had fairly high loyalty and high equity against LBC Surabaya, (3) there was a fairly strong influence of service excellence to customer equity, (4) there was an influence of customer loyalty to the relationship between service excellence and customer equity. The research suggests that LBC should provide a faster service to customers, hold a community program for customers in a periodical manner, and give information more intensively to customers."

"Skripsi ini membahas pemahaman tentang hubungan antara program loyalitas dengan kepuasan, dan loyalitas konsumen ritel di Indonesia. Penelitian ini adalah penelitian kuantitatif dengan desain deskriptif. Jumlah sampel sebanyak 150 orang. Hasil penelitian ini adalah bahwa program loyalitas memiliki pengaruh hubungan yang positif terhadap loyalitas dan kepuasan, serta kepuasan konsumen menjadi variabel moderasi yang baik untuk hubungan program loyalitas dengan loyalitas konsumen.

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The focus of this study is to analyze the relationship between loyalty program, store satisfaction, and store loyalty on consumers retail of Indonesia. This research is quantitative descriptive interpretive. The sample size is 150.

The results are that loyalty program have positive influence to store loyalty and store satisfaction, also store satisfaction has become a good moderation variable for loyalty program relationship with store loyalty."

"Perkembangan teknologi, informasi, dan komunikasi yang semakin pesat mendorong munculnya berbagai merek gadget yang membuat persaingan ketat di pasar. Perusahaan yang bergerak di bidang teknologi, informasi, dan komunikasi ini perlu meningkatkan loyalitas pelanggan untuk mempertahankan eksistensinya, salah satunya dengan cara meningkatkan brand love. Penelitian terdahulu menemukan bahwa self-esteem dan social influences dapat menjadi variabel mediasi antara brand love dan brand loyalty. Salah satu perusahaan yang memiliki kecintaan merek dan loyalitas pelanggan yang tinggi adalah Apple dengan segmentasi pasar utamanya adalah Generasi Y. Penelitian ini bertujuan untuk menganalisis pengaruh brand love terhadap brand loyalty melalui self-esteem dan social influences sebagai variabel mediasi pada pengguna produk Apple, khususnya Generasi Y. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik purposive sampling dengan cara menyebarkan kuesioner secara daring (online questionnaire) kepada 200 responden. Hasil penelitian ini menunjukkan bahwa brand love memiliki pengaruh terhadap self-esteem, self-esteem memiliki pengaruh terhadap brand loyalty, brand love memiliki pengaruh terhadap social influences, serta social influences memiliki pengaruh terhadap brand loyalty. Kemudian, hasil sobel test menunjukan bahwa self-esteem dan social influences memediasi pengaruh brand love terhadap brand loyalty.

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The massive development of technology, information, and communication encourages the emergence of various brands of gadgets that make tight competition in the market. Companies engaged in technology, information, and communication need to increase customer loyalty to maintain their existence, one of which is by increasing brand love. Previous research found that self-esteem and social influences can be a mediating variable between brand love and brand loyalty. One company that has high brand love and customer loyalty is Apple with its main market segmentation being Generation Y. This study aims to analyse the effect of brand love on brand loyalty through self-esteem and social influences as mediating variables on Apple product users, especially Generation Y. This study uses a quantitative approach with purposive sampling technique by distributing online questionnaires to 200 respondents. The results of this study indicate that brand love has an influence on self-esteem, self-esteem has an influence on brand loyalty, brand love has an influence on social influences, social influences have an influence on brand loyalty. Then, the results of the Sobel test show that self-esteem and social influences mediate the effect of brand love on brand loyalty."