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"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."

"Meningkatnya pengguna internet di Indonesia dapat dikatakan sebagai penyebab meningkatnya pertumbuhan industri e-commerce di Indonesia. Dalam aplikasinya, loyalitas pengguna e-commerce menjadi penting karena mudahnya pengguna e-commerce berpindah dari situs e-commerce satu ke situs e-commerce lainnya, Untuk itu, menjadi menarik bahwa perusahaan harus mengetahui faktor apa yang membentuk loyalitas dari e-commerce.Pada penelitian ini, hal yang akan menjadi pokok bahasan adalah pengaruh kepuasan dan kepercayaan konsumen dalam menggunakan layanan e-commerce terhadap pembentukan loyalitas pelanggan, dimana faktor kualitas tampilan website, kualitas informasi, persepsi keamanan dan persepsi privasi menjadi faktor yang diteliti dalam pembentukan kepuasan dan kepercayaan pelanggan e-commerce.Hasil penelitian ini menemukan bahwa, kualitas informasi mempengaruhi kepercayaan pengguna e-commerce dan akan berpengaruh signifikan terhadap loyalitas pengguna e-commerce di Jabodetabek, sedangkan untuk variabel lainnya tidak berpengaruh secara signifikan.

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Increasing Internet users in Indonesia can be said to cause increased growth of e-commerce industry in Indonesia. In its application, e-commerce user loyalty is important because of the ease of e-commerce users move from one e-commerce to e-commerce, for it to be interesting that the company should know what factors shape the loyalty of e-commerce.

In this study, it will be the subject of the influence of consumer satisfaction and trust in using e-commerce to the formation of customer loyalty, which the user interface quality, information quality, perceived security and perceived privacy in the formation of satisfaction and trust to e-commerce customers.

This study found that the information quality affects trust of e-commerce users and will significantly influence the loyalty of e-commerce users in Greater Jakarta, while the other variables are not significant."

"Penelitian ini membahas tentang pengaruh consumer-based brand equity terhadap brand loyalty dengan dimediasi oleh customer satisfaction dalam industri restoran terutama cake shop. Pengolahan data dalam penelitian ini menggunakan Structural Equation Modeling (SEM) dengan program LISREL 8.70.Hasil penelitian ini menunjukkan bahwa tiga dari lima consumer-based brand equity berpengaruh positif dan signifikan terhadap customer satisfaction, dan customer satisfaction berpengaruh positif dan signifikan terhadap brand loyalty.

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This research aims to analyze the effects of store consumer-based brand equity to brand loyalty, mediated by customer satisfaction in the context of restaurant especially cake shop. Data were analyzed using Structural Equation Modeling (SEM) with LISREL 8.70 software.

The result of this research suggest that three out of five consumer-based brand equity indicate positive and significant effect toward customer satisfaction, and customer satisfaction indicate positive and significant effect toward brand loyalty."

"Penelitian ini menguji pengaruh aktivitas rebranding terhadap kepuasan pelanggan, dan pengaruh aktivitas rebranding ini terhadap loyalitas pelanggan terhadap persepsi konsumen Blue Bird Group. Variabel rebranding memiliki indikator pengukuran yang sesuai dengan teori yang dikemukakan oleh Muzellec et al. (2003). Selain itu, variabel kepuasan pelanggan diukur dengan indikator hasil penelitian dari Fornell et al. (1996). Selanjutnya variabel loyalitas pelanggan diukur dengan dimensi dan indikator menurut teori Dick and Basu (1994) dan Baloglu (2002). Penelitian ini menggunakan pendekatan kuantitatif dengan penyebaran kuesioner sebagai instrumen utama, dengan responden yang memenuhi kriteria, seperti mengetahui adanya kegiatan rebranding yang dilakukan oleh Blue Bird Group, dan pernah berwisata menggunakan jasa angkutan Blue Bird Gorup, sebelum dan setelah rebranding, masing-masing. masing-masing setidaknya dua kali. Tanggapan responden kemudian diolah menggunakan SPSS 24.0 melalui analisis statistik deskriptif dan analisis regresi linier sederhana. Temuan dari penelitian ini adalah rebranding berpengaruh positif terhadap kepuasan konsumen, dan rebranding berpengaruh positif terhadap loyalitas konsumen.

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This study examines the effect of rebranding activity on customer satisfaction, and the effect of this rebranding activity on customer loyalty towards consumer perceptions of Blue Bird Group. The rebranding variable has measurement indicators in accordance with the theory put forward by Muzellec et al. (2003). In addition, the customer satisfaction variable is measured by the research results indicator from Fornell et al. (1996). Furthermore, customer loyalty variables are measured by dimensions and indicators according to the theory of Dick and Basu (1994) and Baloglu (2002). This study uses a quantitative approach with distributing questionnaires as the main instrument, with respondents who meet the criteria, such as knowing the existence of rebranding activities carried out by the Blue Bird Group, and having traveled using the Blue Bird Gorup transportation service, before and after the rebranding, respectively. each at least twice. Respondents' responses were then processed using SPSS 24.0 through descriptive statistical analysis and simple linear regression analysis. The findings of this study are rebranding has a positive effect on customer satisfaction, and rebranding has a positive effect on consumer loyalty."

"ABSTRAKPasar kedai kopi berkembang secara global di Indonesia. Saat ini pasar kedai kopi di Indonesia didominasi oleh merek terbesar dan ternama yaitu Starbucks. Penelitian ini bertujuan untuk mengetahui pengaruh bauran pemasaran dan citra merek kedai kopi terhadap kepuasan pelanggan dan loyalitas pelanggan. Survei dilakukan dengan responden terpilih yang telah mengunjungi kedai kopi setidaknya sekali dalam seminggu. Analisis regresi dilakukan dengan data yang dikumpulkan dari 174 responden. Temuan mengungkapkan bahwa faktor produk dan factor harga merupakan faktor penting yang mempengaruhi citra merek. Faktor orang dan faktor proses memiliki pengaruh besar terhadap kepuasan pelanggan. Loyalitas pelanggan sangat terpengaruh oleh faktorharga. Studi ini memberikan dasar untuk strategi pemasaran bagi perusahaan yang akan meluncurkan atau menjalankan merek coffee shop di Jakarta, Indonesia.

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ABSTRACTCoffee shop market is growing globally and in Indonesia as well. Currently coffee shop market in Indonesia is dominated by a giant global chain coffee shop brand, Starbucks. The current study aims to find out the effect of marketing mix and brand image of coffee shop on customer satisfaction and customer loyalty. The survey was conducted with the purposively chosen customers who have visited coffee shop at least once a week. The regression analysis was performed with the data collected from 174 respondents. The findings revealed that product factor and price factor are important factors affecting the brand image. People factor and process factor had big effect on customer satisfaction. Customer loyalty was affected highly by price factor. This study provides the base for marketing strategy for companies that would launch or run coffee shop brand at Jakarta, Indonesia."

"Bertambahnya jumlah restoran di Indonesia setiap tahunnya berdampak terhadap kompetisi di industri tersebut yang semakin ketat. Agar dapat menonjol di antara kompetitor yang ada, maka citra baik di mata konsumen diperlukan oleh suatu restoran. Hal ini dapat terpenuhi melalui penyebaran word of mouth positif pada komunitas. Penelitian ini menguji apakah perilaku karyawan yang terdiri dari aspek layanan pribadi dan fungsional dalam industri restoran memiliki dampak pada kepuasan pelanggan dan niat seseorang melakukan word of mouth. Pendekatan yang dilakukan adalah dengan metode survei dan kuesioner dibagikan kepada 198 responden yang sudah pernah ke salah satu restoran yang bertipe casual dining dan berlokasi di sekitar Jakarta. Kemudian data yang terkumpul dianalisis dengan menggunakan Structural Equation Model (SEM), yaitu software AMOS 22. Berdasarkan hasil penelitian, baik aspek personal maupun fungsional secara signifikan dapat memprediksi kepuasan pelanggan, walaupun aspek fungsional berperan lebih besar dibandingkan aspek personal. Hasil dari kepuasan pelanggan pada akhirnya akan berpengaruh positif pada WOM. Ditemukan pula bahwa keunikan dari tema restoran menjadi salah satu faktor yang mempengaruhi kecenderungan seseorang untuk merekomendasikan restoran ke teman ataupun koleganya.

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The increasing of restaurant numbers every year has affected the intensity of competition in the restaurant industry. In order to be stand out among competitors, the good perceived image of the restaurant is needed and could be maintained by positive word of mouth spread in the community. The present study examines if employee behavior comprising of personal and functional service aspects in casual dining restaurant has an impact on customer satisfaction and word of mouth intention. Using a survey approach, the questionnaire was distributed to 198 respondents which were already been to one of the particular casual dining restaurants in Jakarta. The data were analyzed using structural equation modeling with AMOS 22. Based on the results of the study, both personal and functional aspects can significantly predict customer satisfaction, although the functional aspects have contributed more significantly than the personal aspects. In addition, the result revealed that customer satisfaction will eventually affect word of mouth positively. It was also found that the uniqueness of the restaurant theme, atmosphere are the factors that affect the tendency of someone to recommend the restaurant to friends or colleagues."

"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."

"Listrik merupakan energi yang sangat dibutuhkan. Untuk memastikan bahwa suplai listrik terdistribusikan dengan baik, semua peralatan, baik yang utama maupun pendukung harus dalam kondisi andal dan aman, maka peran laboratorium uji di bidang ketenagalistrikan sangat dibutuhkan. Meningkatnya kebutuhan listrik yang sebanding dengan bertambahnya jumlah peralatan penyalur listrik membuat berdirinya laboratorium pengujian yang sejenis. Oleh karena itu, untuk tetap dapat bersaing, laboratorium uji harus memperbaiki keseluruhan kinerja pelayanan, dengan demikian diharapkan pelanggan akan kembali untuk menggunakan jasa dari laboratorium tersebut. Penelitian ini mencoba mengidentifikasi pengaruh kualitas pelayanan terhadap kepuasan pelanggan dan loyalitas pelanggan. Enam faktor kualitas pelayanan yang akan diuji terdiri dari informasi, administrasi, waktu, petugas, peralatan, dan hasil uji dan untuk mengukur keenam faktor tersebut digunakan Structural Equation Modeling SEM.

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Energy in the form of electricity is required by a lot of people in the world, particularly in Indonesia. To assure the electricity supply is distributed very well, the major and other supporting equipment should be reliable and safe. For checking the equipment, role of electricity testing laboratory required. Increasing demand of electricity, which is equal to the amount of electricity equipment, causes the establishment of similar laboratory. Thus, to stay in high competition, the laboratory should maintain the overall performance service quality then customer will reuse the service. This study attempts to identify the impact of service quality factors on customer satisfaction and customer loyalty. In this case, six service quality factors will be examined, encompassing information, administration, time, personnel, equipment, and test report. Structural Equation Modeling SEM will be used to measure the factors."

"Penelitian ini mencoba mengetahui pengaruh kepuasan pelanggan melalui variabel-variabel dimensinya yaitu product quality, price dan service quality terhadap pembentukan loyalitas pelanggan. Data penelitian diperoleh melalui kuesioner terhadap 175 pembeli Honda Vario yang berusia minimal 17 tahun dan telah melakukan service minimal dua kali di dealer resmi Honda Vario di Jakarta Timur dengan menggunakan metode purposive sampling. Kemudian dilakukan analisis data dengan teknik analisis data yang meliputi analisis statistik deskriptif, uji validitas, uji reliabilitas, uji asumsi klasik, uji analisis regresi linier berganda, koefisien determinasi dan pengujian hipotesis dengan menggunakan software IBM SPSS Statistics 20. Hasil penelitian menunjukkan bahwa kepuasan pelanggan mempunyai pengaruh yang positif dan signifikan terhadap pembentukan loyalitas pelanggan, dan masing-masing dimensinya yaitu product quality, price dan service quality juga mempunya pengaruh yang positif dan signifikan terhadap loyalitas pelanggan dimana dimensi price menjadi dimensi yang paling dominan pengaruhnya di antara ketiganya.

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This research tried to determine the influence of customer satisfaction through its dimensional variables, which are product quality, price and service quality, to the building of customer loyalty. The research data was obtained by using purposive sampling method from a questionnaire to 175 respondents, who are at least 17 years old Honda Vario buyers and have experienced the minimum of two-times services at any Hondo Vario?s authorized dealer (service center) in East Jakarta. Thereafter, the obtained data had been analyzed with processing technique and data analysis that cover descriptive statistical analysis, validity test, reliability test, classical assumption test, multiple linear regression test analysis, coefficient of determination and hypothesis test by using IBM SPSS Statistics 20 software. The result of this research showed that customer satisfaction does have a positive and significant influence to the building of customer loyalty, and each of its researched dimensions, which are product quality, price and service quality, does also influence customer loyalty in the same way, and price has been the most dominant dimension from all three dimensions influencly."