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"[ABSTRAKSelain menjalankan aturan yang ditetapkan oleh pemerintah aktivitas Corporate Social Responsibility (CSR) juga dilakukan oleh perusahaan dalam meningkatkan loyalitas konsumen. Penelitian ini bertujuan untuk melakukan analisis pengaruh aktivitas CSR pada perusahaan pesawat terbang lokal dan perusahaan perbankan lokal terhadap Customer Loyalty dengan memasukkan Customer Trust, C-C Identification, dan Customer Satisfaction yang dimiliki konsumen sebagai pertimbangan. Pemilihan kedua industri ini dilakukan melihat pertumbuhan yang dialami kian meningkat setiap tahunnya. Sampel penelitian ini adalah konsumen yang pernah menggunakan jasa pesawat terbang lokal dalam enam bulan terakhir dan konsumen yang telah tercatat sebagai nasabah dari bank lokal enam bulan terakhir sebelum penelitian dimulai. Penelitian ini menggunakan metode Stuctural Equation Modeling SEM dan menemukan bahwa untuk konsumen perusahaan pesawat terbang lokal aktivitas CSR perusahaan dapat berpengaruh secara signifikan terhadap Custmer Loyalty melalui mediasi Customer Trust sedangkan untuk konsumen bank lokal aktivitas CSR dapat berpengaruh secara signifikan terhadap Customer Loyalty melalui mediasi dari C-C Identification.

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ABSTRACT

;In addition to running the rules set by the government the activity of Corporate Social Responsibility CSR is also carried out by the company in increasing customer loyalty This study aims to analyze the influence of CSR activities at the local aircraft company and local banking company to Customer Loyalty by inserting Customer Trust C C Identification and Customer Satisfaction owned by the consumer as consideration Selection of these two industries because of growth that has occurred every year The sample was consumers who have used the services of local aircraft in the last six months and consumers were registered as clients of local banks in the six months before the study began This study uses Stuctural Equation Modeling SEM and found that for consumers from local aircraft the company 39 s CSR activities significantly affect Customer Loyalty through mediation of Custmer Trust while consumers from local bank CSR activities significantly affect the Customer Loyalty through mediation of C C Identification , In addition to running the rules set by the government the activity of Corporate Social Responsibility CSR is also carried out by the company in increasing customer loyalty This study aims to analyze the influence of CSR activities at the local aircraft company and local banking company to Customer Loyalty by inserting Customer Trust C C Identification and Customer Satisfaction owned by the consumer as consideration Selection of these two industries because of growth that has occurred every year The sample was consumers who have used the services of local aircraft in the last six months and consumers were registered as clients of local banks in the six months before the study began This study uses Stuctural Equation Modeling SEM and found that for consumers from local aircraft the company 39 s CSR activities significantly affect Customer Loyalty through mediation of Custmer Trust while consumers from local bank CSR activities significantly affect the Customer Loyalty through mediation of C C Identification ]"

"Perilaku konsumen secara konseptual dimulai dengan marketing stimuli yang kemudian berakhir dengan keputusan pembelian. Penelitian ini mencoba menganalisa pengaruh e-service quality, reputation, web design, dan price, terhadap trust, customer satisfaction, dan customer loyalty. Pada saat terjadinya fenomena pandemi Covid-19, pembeli terikat untuk dengan cepat beralih ke platform e-commerce untuk memenuhi kebutuhan sehari-hari, menyebabkan pergeseran perilaku konsumen. Survei terhadap 370 responden didapatkan melalui kuesioner online, dengan menggunakan metode kuantitatif dan data dianalisis menggunakan Structural Equation Modelling (SEM). Hasil penelitian ini menunjukkan bahwa e-service quality, trust, dan price berpengaruh terhadap customer satisfaction. Apabila e-commerce dapat merespons keluhan pelanggan serta memberikan pelayanan yang disesuaikan secara personal untuk memenuhi kebutuhan pelanggan, maka pelanggan kemungkinan akan merasa puas dengan layanan yang diberikan.

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Consumer behavior conceptually starts with marketing stimuli that then ends with purchasing decisions. This study attempts to analyze the effect of e-service quality, reputation, web design, and price on trust, customer satisfaction, and customer loyalty. At the beginning of Covid-19 pandemic, consumers were compelled to quickly switch to e-commerce platforms to fulfill their daily needs, leading to a shift in consumer behavior. A survey of 370 respondents was collected through an online questionnaire, using quantitative methods and data were analyzed using Structural Equation Modeling (SEM). The results of this study indicate that e-service quality, trust, and price have an influence on customer satisfaction. When e-commerce can respond to customer complaints and provide personalised services to meet customer needs, the customer is likely to be satisfied with the service provided."

"Sebagai salah satu e-commerce terbesar di Indonesia, Blibli harus terus meningkatkan loyalitas penggunanya. Akan tetapi, Blibli masih mengalami penurunan pada jumlah pengunjung website bulanan dan pengguna aktif harian di perangkat Android. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh e-service quality terhadap e-customer loyalty dengan e-customer satisfaction sebagai variabel mediasi pengguna Blibli di Jabodetabek. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik purposive sampling. Penelitian ini dilakukan dengan menyebarkan kuesioner melalui Google Form kepada 140 responden yang merupakan pengguna Blibli, berusia minimal 18 tahun, dan telah melakukan transaksi minimal 2 kali dalam 6 bulan terakhir. Penelitian ini menggunakan analisis deskriptif, analisis regresi, uji z, dan uji Sobel untuk menganalisis data. Hasil penelitian ini menunjukkan bahwa e-service quality memiliki dampak langsung dan signifikan terhadap e-customer satisfaction dengan efisiensi sebagai dimensi yang paling dominan. Hasil penelitian ini juga menunjukkan bahwa e-service quality memiliki dampak langsung dan signifikan terhadap e-customer loyalty dengan efisiensi sebagai dimensi yang paling dominan. Selain itu, hasil penelitian ini menemukan efek mediasi e-customer satisfaction dalam hubungan antara e-service quality dan e-customer loyalty pengguna Blibli di Jabodetabek.

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As one of the biggest e-commerce in Indonesia, Blibli must continue to increase the loyalty of its users. However, Blibli is still experiencing a decline in the number of monthly website visitors and daily active users on android devices. The purpose of this research is to analyze the effect of e-service quality on e-customer loyalty with e-customer satisfaction as a mediating variable for Blibli users in Jabodetabek. This research uses a quantitative approach with a purposive sampling technique. This research was carried out by distributing questionnaires via Google Form to 140 respondents who are Blibli users, at least 18 years old, and have made at least 2 transactions in the last 6 months. This research uses descriptive analysis, regression analysis, z test, and Sobel test to analyze the data. The results of the study shows that e-service quality has a direct and significant impact on e-customer satisfaction with the efficiency as the most dominant dimension. The results of this study also shows that e-service quality has a direct and significant impact on e-customer with the efficiency as the most dominant dimension. In addition, the results of this research found the mediation effect of e-customer satisfaction in the relationship between e-service quality and e-customer loyalty for Blibli users in Jabodetabek."

"Melaksanakan kegiatan Corporate Social Responsibility (CSR) adalah suatu kewajiban yang wajib dilakukan perusahaan pada umumnya. XL sebagai salah satu perusahaan telekomunikasi dan operator seluler sejak tahun 2006 sudah mulai menerapkan program CSR. Selain itu service quality merupakan suatu elemen penting di dalam perusahaan yang dapat mempengaruhi kepuasan pelanggan. Dimana nantinya dari loyalitas pelanggan dapat ditunjukkan dalam beberapa cara seperti customer retention, recommendation, dan share of wallet.Hasil penelitian ini menemukan bahwa CSR tidak berpengaruh secara signifikan terhadap customer satisfaction, sedangkan service quality berpengaruh secara segnifikan terhadap customer satisfaction, dan customer satisfaction berpengaruh secara signifikan terhadap customer retention, recommendation, dan share of wallet.

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Nowadays, the implementation of Corporate Social Responsibility (CSR) is a must for every firm in Indonesia. XL, as one of the players in Indonesia telecommunication industry since 2006, has implemented CSR program. Besides that, service quality is an important element that gives affects to customer satisfaction. Customer retention, recommendation, and share of wallet are factors that try to be identified as the customer loyalty.

Based on the research result, CSR does not affect customer satisfaction significantly, whereas service quality affects customer satisfaction significantly and customer satisfaction affects customer retention, recommendation, and share of wallet significantly."

"Tesis ini menganalisa retail mix yang memiliki 6 dimensi yaitu lokasi, manajemen produk, harga, bauran komunikasi, desain dan tampilan toko serta pelayanan pelanggan dan brand image yang memiliki 3 dimensi yaitu brand strength, brand favorability, dan brand uniqueness terhadap customer satisfaction dengan melalui customer satisfaction sebagai variabel mediasi di Lotte Mart Kelapa Gading.Lotte Mart merupakan salah satu hipermarket terbesar di Jakarta yang memiliki tema atau gaya Korea. Metode riset dari penelitian ini adalah deskriptif riset dengan teknik sampel non-probability. Berdasarkan data dari 220 pelanggan Lotte Mart, didapat bahwa retail mix dan brand image berpengaruh terhadap customer loyalty melalui customer satisfaction.

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This thesis analyze retail mix that have 6 dimensions consists location, merchandise management, price, communication mix, store design and also display and customer service and brand image that have 3 dimensions consists brand strength, brand favorability, and brand uniqueness toward customer loyalty with customer satisfaction as mediating variable at Lotte Mart Kelapa Gading.

Lotte Mart is one of the largest hypermarket or retailer in Jakarta, that have Korean style or theme. The research method for this research is descriptive research with non-probability sampling technique. Based on 220 Lotte Mart customers, the retail mix and brand image have influences on customer loyalty through customer satisfaction."

"Tingginya tingkat persaingan bisnis di Indonesia sebab semakin banyak alternatif brand skincare. Generasi Z dinilai memiliki daya beli yang lebih rendah dibandingkan generasi sebelumnya, yang membuat mereka lebih sadar akan harga dan mengurangi nilai loyalitas terhadap suatu merek. Penelitian ini fokus pada pengaruh Customer Perceived Value (X1) dan Competitive Advantage (X2) terhadap Customer Loyalty (Y) dengan Trust (M) sebagai mediasi pada Generasi Z pengguna brand Skintific di Indonesia. Dengan menggunakan metode kuantitatif dan kuesioner kepada 220 responden, hasil analisis Structural Equation Modelling-Partial Least Square (SEM-PLS) menunjukkan bahwa Customer Perceived Value dan Competitive Advantage berpengaruh positif dan signifikan terhadap Customer Loyalty melalui peran Trust sebagai mediasi. Temuan ini memberikan pemahaman mendalam tentang faktor-faktor yang memengaruhi loyalitas pelanggan, khususnya pada Generasi Z di dalam pasar skincare, memberikan pandangan yang berharga bagi perkembangan merek Skintific.

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With a surge in skincare brand alternatives, Indonesia's business landscape witnesses heightened competition. Generation Z, characterized by lower purchasing power, prioritizes price consciousness, leading to reduced brand loyalty. This study focuses on examining the influence of Customer Perceived Value (X1) and Competitive Advantage (X2) on Customer Loyalty (Y) among Generation Z users of the Skintific brand in Indonesia, with Trust (M) serving as a mediating factor.Through a quantitative method involving 220 respondents and questionnaire analysis, Structural Equation Modelling- Partial Least Square (SEM-PLS) reveals that Customer Perceived Value and Competitive Advantage significantly and positively impact Customer Loyalty, mediated by Trust. These findings provide a comprehensive understanding of factors influencing customer loyalty, particularly within the Generation Z skincare market, offering valuable insights for the development of the Skintific brand."

"Hasil penelitian menunjukkan bahwa variabel pemasaran media sosial memiliki hubungan signifikan terhadap variabel loyalitas pelanggan secara langsung dalam konteks Instagram @tokopedia. Namun, variabel pemasaran media sosial tidak memiliki hubungan signifikan terhadap variabel loyalitas pelanggan melalui mediasi kepuasan pelanggan. Pemasaran melalui media sosial Instagram @tokopedia, seperti informasi mengenai cashback, diskon, gratis ongkir, dan lainnya, serta membuat konten-konten interaktif yang mengajak pengikut untuk berpartisipasi, terbukti dapat menarik pelanggan untuk puas dan menjadi loyal. Kemudian, Variabel kepercayaan merek memiliki hubungan terhadap loyalitas pelanggan baik secara langsung ataupun dengan mediasi kepuasan pelanggan. Tokopedia telah berhasil memenuhi semua aspek dari kepercayaan merek. Dengan demikian, loyalitas pelanggan dalam bentuk retensi, frekuensi pembelian, maupun WOM yang baik, adalah hasil dari meningkatnya kepercayaan pelanggan terhadap platform Tokopedia Penelitian ini diharapkan dapat membantu para manajer pemasaran khususnya di bidang industri e-commerce untuk mengoptimalkan strategi komunikasi pemasaran di media sosial dengan menggunakan pendekatan yang bersifat emosional terhadap pelanggannya untuk mendorong peningkatan loyalitas pelanggan.

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The results of the study show that social media marketing have a significant relationship to customer loyalty directly in the context of Instagram @tokopedia. However, social media marketing do not have a significant relationship to customer loyalty through the mediation of customer satisfaction. Marketing through social media Instagram @tokopedia, such as information about cashback, discounts, free shipping, and more, as well as creating interactive content that invites followers to participate, has been proven to attract customers to be satisfied and loyal. Then, brand trust has a relationship to customer loyalty either directly or by mediating customer satisfaction. Tokopedia has succeeded in fulfilling all aspects of brand trust. Thus, customer loyalty in the form of good retention, purchase frequency, and WOM is the result of increased customer trust in the Tokopedia platform. This research is expected to help marketing managers, especially in the e-commerce industry, to optimize marketing communication strategies on social media by uses an emotional approach to its customers to encourage increased customer loyalty."

"Berdasarkan peraturan perundang-undangan di Indonesia, pelaksanaan kegiatan CSR merupakan suatu kewajiban yang harus dilakukan perusahaan secara umum. Garuda Indonesia, sebagai salah satu entitas penyedia jasa penerbangan di Indonesia, telah melaksanakan kewajiban tersebut dengan menerapkan program CSR yang berkelanjutan di bawah nama "Garuda Indonesia Peduli". Penelitian ini bertujuan untuk menganalisa pengaruh CSR association pada customer satisfaction dan brand loyalty, dengan mempertimbangkan brand identification dan persepsi service quality yang dimiliki konsumen. Sampel penelitian ini adalah pengguna jasa penerbangan Garuda Indonesia 6 (enam) bulan terakhir. Data diolah dengan menggunakan metode Structural Equation Modelling. Hasil penelitian menunjukkan bahwa service quality tidak berpengaruh signifikan terhadap brand identification, sedangkan CSR memiliki pengaruh yang signifikan terhadap brand identification. Namun, brand identification tidak terbukti memiliki pengaruh signifikan terhadap customer satisfaction. Di sisi lain, service quality terbukti memiliki pengaruh positif terhadap customer satisfaction, dan terhadap brand loyalty. Hasil penelitian juga menunjukkan service quality tidak meningkatkan pengaruh CSR pada brand identification dan customer satisfaction.

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Based on the laws and regulations in Indonesia, the implementation of corporate social responsibility (CSR) is an obligation that must be carried out by companies in general. Garuda Indonesia, as one of the flight service provider in Indonesia, has carried out the obligation by implementing sustainable CSR program under the name of "Garuda Indonesia Cares".

This study aims to analyze the effect of CSR on customer satisfaction and brand loyalty, by considering consumer’s brand identification and perception of service quality. Data for this research were collected from Garuda Indonesia consumers, specifically those who used Garuda Indonesia flight services in the last 6 (six) months. They were then analyzed using Structural Equation Modelling method.

The result of this research shows that service quality does not have significant effect on brand identification, whilst CSR has positive effect on brand identification. However, this identification does not affect customer satisfaction significantly. Meanwhile, service quality proved to have positive effect on customer satisfaction, and on brand loyalty (via customer satisfaction). Furthermore, the results showed that service quality does not enhance CSR effect on brand identification and customer satisfaction."

"Indonesia, Jepang dan Singapura merupakan beberapa negara yang memiliki pasar yang kompetitif di wilayah Asia, sehingga pencegahan dan penghukuman terhadap pelanggaran hukum persaingan usaha diperlukan untuk menjamin pasar yang kompetitif. Yang menjadi permasalahan dalam penelitian ini adalah bagaimana pengaturan pengenaan denda di Indonesia, dibandingkan dengan Jepang dan Singapura, dan bagaimana penerapan pengenaan denda terhadap pelanggaran hukum persaingan usaha di Indonesia, dibandingkan dengan Jepang dan Singapura. Penelitian ini menggunakan metode yuridis normatif yang dilakukan dengan studi kepustakaan. Denda merupakan suatu bentuk sanksi yang diharapkan dapat mencegah adanya pelanggaran, dan memberikan dampak jera terhadap pelanggar. Namun tidak seperti di Jepang dan di Singapura yang telah mengatur secara rinci mengenai mekanisme pengenaan denda, pengaturan denda di Indonesia tidak secara rinci mengatur mengenai mekanisme pemberian denda.

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Indonesia, Japan and Singapore are several nations with competitive market in Asia, which needs precaution and penalization againts infringement of competition law to ensure the competitive market. The main problems of this research are how the regulation of fine sanction in Indonesia, in comparison with Japan and Singapore, and how the fine sanction application in competition law cases in Indonesia, in comparison with Japan and Singapore.

This research uses normative juridicial method, which is done with literature studies. Fine is a form of sanctions which expected to prevent the infringement, and wary the offender. Unlike in Japan and Singapore which are having the regulation of fine sanction mechanism in detail, the regulation of fine sanction in Indonesia is not regulated the fine sanction mechanism in detail."

"[Dengan semakin populernya kegiatan CSR, motif perusahaan untuk melakukan CSR menjadi semakin kompleks. Terdapat keinginan perusahaan untuk secara tulus membantu lingkungan sosial, namun terdapat pula tuntutan dari berbagai pemangku kepentingan untuk melakukan kegiatan CSR yang bersifat strategis bagi perusahaan. Penelitian ini bertujuan untuk mengetahui pengaruh dari persepsi pelanggan kepada CSR perusahaan terhadap kepercayaan dan kepuasan pelanggan, yang kemudian mempengaruhi loyalitas pelanggan. Penelitian ini membandingkan dua kegiatan CSR yang berbeda, yaitu cause-related marketing dan donasi pelanggan (filantropi) yang dilakukan oleh GrabTaxi dan Alfamart. Hasil dari penelitian ini menunjukkan bahwa pada konteks cause-related marketing pelanggan mampu menerima bahwa motif perusahaan tidak murni untuk menolong lingkungan sosial, namun juga untuk mencapai tujuan strategis perusahaan. Namun sebaliknya, pada konteks donasi pelanggan, persepsi bahwa kegiatan CSR dilakukan untuk kepentingan perusahaan secara signifikan mengurangi kepuasan pelanggan, sementara motif murni untuk menolong lingkungan sosial meningkatkan kepercayaan pelanggan pada perusahaan. ;The increase in demand of CSR from various stakeholders has caused company?s CSR motives to be more complex. CSR activities are not only founded on the benevolence of corporate agents but also as part of a corporate strategy formulated in pursuit of stakeholder interest. To further achieve understanding of the impact of CSR motives on customer trust and satisfaction, which can impact customer loyalty, this research compares two distinct CSR activities conducted by GrabTaxi and Alfamart. Results have shown that in the context of cause-related marketing, customers can accept that CSR is motivated by multiple motives (benevolent and strategic). However, in the context of customer donation (philantrophy), CSR motives that are founded upon corporate interest leads to a decrease in customer satisfaction while CSR motives founded on benevolence leads to an increase in customer trust. , The increase in demand of CSR from various stakeholders has caused company’s CSR motives to be more complex. CSR activities are not only founded on the benevolence of corporate agents but also as part of a corporate strategy formulated in pursuit of stakeholder interest. To further achieve understanding of the impact of CSR motives on customer trust and satisfaction, which can impact customer loyalty, this research compares two distinct CSR activities conducted by GrabTaxi and Alfamart. Results have shown that in the context of cause-related marketing, customers can accept that CSR is motivated by multiple motives (benevolent and strategic). However, in the context of customer donation (philantrophy), CSR motives that are founded upon corporate interest leads to a decrease in customer satisfaction while CSR motives founded on benevolence leads to an increase in customer trust. ]"