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"ABSTRAKPenelitian ini membahas tentang bagaimana customer engagement berkontribusi dalam membangun consumer loyalty pada merek perbankan di Indonesia melalui variabel Service Brand Evaluation, Brand Trust dan Brand Loyalty. Dalam penelitian ini, customer engagement dilihat dari identification, enthusiasm, attention, absorption, dan interaction. Sedangkan untuk service brand evaluation, dilihat dari service quality, perceived value dan customer satisfaction. Penelitian ini adalah penelitian kuantitatif yang melibatkan 265 responden. Hasil penelitian menunjukkan bahwa customer engagement memiliki pengaruh signifikan dalam membangun consumer loyalty.

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ABSTRACTThis research discusses about the analysis of customer engagement in Building konsumer loyalty in bank brands through Service Brand Evaluation, Brand Trust and Brand Loyalty variables. In this research, customer engagement is seen through identification, enthusiasm, attention, absorption and interaction. And for service brand evaluation is seen through Service quality, perceived value and customer satisfaction. This quantitative research involved 265 respondents. The Result shows that customer engagement have significant impact in building consumer loyalty."

"Mobile Banking adalah salah satu inovasi yang paling menjanjikan dewasa ini karena memberikan kepraktisan bagi bank dan nasabahnya. Mobile Banking merupakan fitur utama yang ditawarkan oleh Bank Jago yang merupakan sebuah bank digital. Bank Jago berhasil mengakuisisi dua juta pelanggan hanya dalam lima kuartal. Fenomena ini sangat menarik sehingga penulis membangun penelitian ini yang bertujuan untuk menganalisis pengaruh dari Trust, Convenience, Social Influence, App Attributes, dan Customer Support terhadap Customer Experience beserta pengaruhnya terhadap Customer Loyalty dan Continue Usage Intention kepada pengguna m-banking Bank Jago. Sampel yang diteliti adalah pengguna m-banking Bank Jago yang berdomisili di Indonesia dan berusia antara 18-35 tahun. Data didapatkan dari 314 responden menggunakan non-probability convenience sampling yang dianalisis menggunakan metode structural equation modelling (SEM) dengan software SmartPLS 3.2.9. Hasil analisis menunjukkan Trust, Convenience, dan App Attributes berpengaruh positif terhadap Customer Experience. Sedangkan Social Influence dan Customer Support tidak memiliki pengaruh yang signifikan terhadap Customer Experience. Continue Usage Intention dipengaruhi paling besar oleh Customer Experience setelah itu diikuti oleh Customer Loyalty.

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Mobile Banking is one of the most promising innovations today because it provides many benefits for banks and their customers. Mobile Banking is the main feature offered by Bank Jago which is a digital bank. Bank Jago succeed to acquire two million customers in just five quarters. This phenomenon is very interesting, so the authors built this study which aims to analyze the effect of Trust, Convenience, Social Influence, App Attributes, and Customer Support on Customer Experience and their effect on Customer Loyalty and Continue Usage Intention on Bank Jago m-banking users. In context of m-banking Bank Jago among millennials and Gen Z in Indonesia. Data gathered from 314 respondents using non-probability convenience sampling that is analyzed using structural equating modelling (SEM) using SmartPLS 3.2.9. Result shows app attributes has primary impact on customer experience of millennials and Gen Z users that is followed by convenience and trust. Moreover, customer experience has primary impact on continue usage intention and followed by customer loyalty."

"ABSTRAKPerkembangan teknologi dan informasi di Indonesia berdampak pada lingkungan bisnis yang menjadi semakin kompetitif. Salah satu sektor bisnis di Indonesia yang terkena dampak tersebut adalah sektor industri smartphone. Brand loyalty menjadi faktor penting dalam bertahan dalam berkompetisi dalam lingkungan bisnis tersebut. Penelitian ini dilakukan untuk melihat pengaruh dari customer engagement di dalam komunitas merek online untuk brand Xiaomi terhadap brand loyalty. Dalam penelitian ini, peneliti menggunakan metode kuantitatif. Sampel dalam penelitian ini adalah 100 responden yang aktif di komunitas merek online Mi Community yang berusia minimal 18 tahun yang pernah membeli produk brand Xiaomi setidaknya dua kali dengan menggunakan metode non-probability sampling serta teknik purposive sampling yang dilakukan secara online. Instrumen penelitian ini menggunakan kuesioner dan dianalisis menggunakan regresi linear. Hasil penelitian ini menunjukkan bahwa customer engagement berpengaruh terhadap brand loyalty sebesar 0,519.

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ABSTRACT

In Indonesia, the growth of information and technology has an impact on the increasingly competitive business environment. One of the affected business sectors in Indonesia is the smartphone industry sector. Brand loyalty is an important factor in staying competitive in this business environment. This research was conducted to see the influence of customer engagement in the online brand community for the Xiaomi brand on brand loyalty. In this study, researcher used quantitative methods. The sample in this study was 100 respondents who were active in the Mi Community online brand community who were at least 18 years old who had bought Xiaomi brand products at least twice, using non-probability sampling methods and purposive sampling techniques conducted online. This research instrument used a questionnaire and analyzed using linear regression. The results of this study indicate that customer engagement has an impact about 0,519 on brand loyalty."

"ABSTRAK

Penulisan skripsi ini mempelajari dampak inisiatif CSR, yaitu i) customer-centric ii) lingkungan iii) filantropis dan iv) etika bank komersial di Indonesia terhadap loyalitas nasabah mereka. Peneliti telah menggunakan kuesioner sebagai metode pengumpulan data. Responden yang ditargetkan adalah nasabah perbankan komersial dimana bank yang mereka gunakan beroperasi di Indonesia. Setelah melakukan regresi linear berganda melalui SPSS, terbukti bahwa hanya inisiatif CSR customer-centric dan etika memiliki hubungan yang signifikan terhadap loyalitas pelanggan perbankan komersial. Sementara inisiatif lingkungan dan filantropis tidak memiliki hubungan yang signifikan terhadap loyalitas pelanggan perbankan komersial. Oleh karena itu, penting untuk manajemen bank untuk memahami bahwa CSR bisa dikelola secara strategis (Strategic CSR) untuk mempertahankan loyalitas pelanggan mereka. Serta, meningkatkan paparan mengenai inisiatif lingkungan dan filantropis yang mereka lakukan untuk pengetahuan pelanggan

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ABSTRACT

This thesis paper studies the effects of Corporate Social Responsibility (CSR) initiatives, which are i) customer-centric ii) environmental iii) philanthropic and iv) ethical of commercial banks in Indonesia towards their customer loyalty. The researcher have used questionnaires as the method of data collection. The targeted respondents of this thesis paper are commercial banking customers‟ of which their banks of use exists and operates in Indonesia. After conducting multiple regression through SPSS, results revealed that only customer-centric and ethical CSR initiatives had a statistical significant relationship towards the commercial banking customers‟ loyalty, while environmental and philanthropic CSR initiatives did not have a statistical significant relationship towards customer loyalty. Therefore, it is important to for management of banks to understand that CSR could be strategically managed by commercial banking managers in order to maintain their customers‟ loyalty. As well as, enhance exposure regarding environmental and philanthropic iniatives of banks for the customers to acknowledge"

"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."

"Keberhasilan m-wallet dalam memberikan layanan yang sesuai dengan harapan pelanggan tidak hanya dilihat dari peningkatan jumlah pengguna, tetapi juga dari sisi bagaimana menjaga retensi pengguna dalam menggunakan aplikasi, salah satunya adalah dengan mengevaluasi sisi customer experience. Penelitian ini bertujuan untuk mengidentifikasi determinan dari customer experience (CX) dan bagaimana implikasi customer experience (CX) terhadap customer loyaty dan continue usage intention, dimana penelitian difokuskan pada pada aplikasi mobile wallet (m-wallet). Penelitian ini menggunakan jenis penelitian deskriptif dan teknik survei secara online terhadap 342 responden. Kemudian data diuji menggunakan metode Partial Least Squares - Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukan bahwa delapan dari 21 hipotesis dinyatakan signifikan, di mana terdapat masing-masing pengaruh yang signifikan dari trust, convenience, social influence, application attributes, dan responsiveness terhadap customer experience, kecuali customer support. Customer experience juga memiliki pengaruh yang signifikan dengan customer loyalty dan continue tusage intention. Kemudian variabel moderasi usia dan gender ditemukan tidak memoderasi masing-masing hubungan trust, convenience, social influence, application attributes, customer support, dan responsiveness terhadap customer experience. Hasil penelitian ini akan berkontribusi pada literatur tentang Customer Experience (CX) dan akan membantu penyedia layanan m-wallet dalam mengenali pentingnya CX dan merancang strategi membangun customer experience yang tepat.

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The success of m-wallet in providing services that meet customer expectations is not only seen from the increase in the number of users but also in terms of how to maintain user retention in using applications, one of which is by evaluating the customer experience side. This study aims to identify the determinants of customer experience (CX) and how the implications of consumer experience (CX) on customer loyalty and continued usage intention, where the object of this research is a mobile wallet application (m-wallet). This study uses descriptive research and online survey techniques with 342 respondents. Then the data was tested using the Partial Least Squares - Structural Equation Modeling (PLS-SEM) method. The results showed that eight of the 21 hypotheses were significant. Each significantly influenced trust, convenience, social influence, application attributes, and responsiveness towards customer experience, except for customer support. Customer experience also significantly influenced customer loyalty and continued service intention. Then the moderating variables of age and gender were found not to moderate the relationships of trust, convenience, social influence, application attributes, customer support, and responsiveness toward customer experience. The results of this study will contribute to the literature on Customer Experience (CX) and assist m-wallet service providers in recognizing the importance of CX and designing strategies to build the right customer experience."

"Peran Lembaga Keuangan Mikro di era Otonomi daerah semakin penting. Untuk itu Iembaga keuangan mikro perlu berinovasi guna mengantisipasi peluang bisnis yang semakin terbuka, khususnya dalam hal peningkatan aksesibllitas dan pelayan produk / jasa.Penelitian ini dimaksud menganalisis manajemen pemasaran jasa khususnya pelayanan nasabah disektor kredit mikro yang berada diperusahaan Bank Rakyat Indonesia(BRI) khususnya Unit mikro. Dalam hal ini menggunakan analisis penukuran service quality dengan menggunakan 5 karakteristik yang kemudian dikembangkan dengan analisis gap yang terjadi dalam manajemen perusahaan dan persepsi dengan harapan pelanggan selanjulnya dikembangkan dengan mencari format kepuasan pelanggan yang diharapkan bisa menjadi pelanggan yang loyal. Dari hubungan antara perusahan dan pelanggan penulis menggunakan konsep Customer Relationship Management (CRM) yang fungsinya untuk mengembagkan jaringan antara pelanggan dan perusahaan, mempertahankan pelanggan dengan memberikan fasilitas kemudahan pelayanan baik berupada Internet, database pelanggan dan komunikasi Iain yang diharapkan pelanggan/nasabah bisa puas dengan pelayanan perusahaan, selanjutnya bisa loyal dan menjadi nasabah BRI kembali dan harapan akhir dari konsep ini adalah untuk menambah Iaba perusahaan.Lembaga keuangan mikro mempunyai peran besar dalam menumbuhkan calon-calon pengusaha khususnya pelaku usaha mikro, kecil dan menengah, meningkatkan produktivitas usaha kecil masyarakat pedesan/perkotaan, Serta menunjang program pemerintah dalam mengentaskan kemiskinan. BRI Unit sebagai bagian dari Lembaga Keuangan Mikro yang ada sudah memiliki 4000 Iebih kantor seluruh pelosok Indonesia. Dalam beberapa hal pengembangan Iembaga keuangan mikro perlu menerapkan prinsip-prinsip komersial / bisnis yang dianut oleh BRI Unit seperti:Keuletan berusaha ini juga bisa dibuktlkan dengan adanya krisis ekonomi yang melanda Indonesia sejak tahun 1997, dimana banyak pengusaha menengah dan besar yang gulung tikar, tetapi para pengusaha kecil di pedesaan usahanya tetap berjalan dan bahkan terus berkembang dan hal ini dapat pula dilihat dari pertumbuhan assets Lembaga Keuangan Mikro yang dibawah pembinaan BRI seperti BRI Unit pada waktu sebelum krisis tahun 1996 sampai dengan akhir tahun 2002.Melihat kinerja BRI selama ini, nampak bahwa pertumbuhan assets dan jumlah orang yang mendapatkan bantuan permodalan maupun jumlah pinjaman yang disalurkan terus meningkat. Hal tersebut menunjukkan bahwa potensi pembentukan lembaga keuangan mikro di pedesaan/kota sangat besar.Bank BRI sebagai bank yang berfokus kepada keuangan mikro siap melayani sepenuh hati dan diharapkan bisa meningkatkan kepuasan nasabah khususnya di sektor kredit mikro dan kemudian menciptakan Ioyalitas pelaku UMKM.

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Role of Micro Financial Institution Autonomous era important area progressively. For that micro financial institution require to innovate to utilize to anticipate opportunity of business of which open progressively, specially in the case of make-up of accessibilities and steward of service product.

This such research analyzes management marketing of service specially service of client micro credit sector which reside in company of Bank Rakyat Indonesia (BRI) specially micro Unit. In this case use analysis measurement of quality service by using 5 characteristic which then developed with gap analysis that happened in company management and perception on the chance of client hereinafter developed with searching format satisfaction of expected client can become client which loyal. Of relation between take caring and client of writer use concept of Customer Relationship Management (CRM) which its function to develop network between client and company, maintaining client by giving facility amenity of service of goodness of trying internet, client database and other communications which expected client / client can satisfy with service of company, hereinafter can loyal and become client of BRI return and expectation of[is end of this concept is to add profit of company.

Micro financial institution have big role in grow entrepreneur candidates specially perpetrator of micro effort, middle and small, improving rural society small industry productivity / urban, and also support governmental program in poorness abolishing. BRI Unit as part of existing Micro Financial Institution have owned 4000 more office entire/all area of Indonesia in some cases development of micro financial institution need commercial principal applying/ business embraced by BRI Unit like:

Resilient try this also can be proved with existence of economic crisis which knock over Indonesia since year 1997, where many big and middle entrepreneur closing down, but [all] small entrepreneur is rural its effort remain to walk and even continue to expand and this matter earn also seen from growth of Micro Financial Institution asset there under construction of BRI like BRI Unit when before year crisis 1996 up to year-end 2002.

See performance of BRI during the time, look that growth of amount and asset one who get capital aid and also channeled Ioan amount increasing. The mentioned indicate that potency forming of micro financial institution is rural / town very big.

Bank of BRI as bank which focusing to micro finance ready to helper with full-heart and expected can improve satisfaction of client specially micro credit sector and then create loyalties perpetrator of UMKM."

"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."

"Persaingan e-commerce untuk mendapatkan pelanggan membuat pelaku industri online memerlukan nilai unggul dan berbagai upaya untuk meningkatkan hubungan dengan pelanggan agar tercipta loyalitas terhadap e-commerce. Penelitian ini bertujuan meneliti customer relationship management terhadap competitive advantage dan customer loyalty sebagai variabel mediasi pada Shopee sebagai e-commerce dengan pengunjung terbanyak di Indonesia. Penelitian dilakukan dengan pendekatan kuantitatif dengan penyebaran kuesioner kepada 130 responden menggunakan teknik non-probability sampling berupa purposive dan dianalisis menggunakan SPSS dan SmartPLS. Hasil penelitian menunjukkan bahwa dimensi customer relationship management yaitu customer orientation memiliki pengaruh positif terhadap customer loyalty, sedangkan customer knowledge dan technology capabilities memiliki pengaruh negatif terhadap customer loyalty. Pada variabel competitive advantage ditemukan technology capabilities memiliki hubungan yang positif, sedangkan pada customer knowledge dan customer orientation ditemukan hubungan yang negatif. Ditemukan juga bahwa customer loyalty tidak memiliki pengaruh terhadap competitive advantage. Dan juga customer loyalty tidak memediasi hubungan antara customer relationship management dan competitive advantage.

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E-commerce competition to get customers means that online industry players need superior value and various efforts to improve relationships with customers to create loyalty to e-commerce. This research aims to examine customer relationship management regarding competitive advantage and customer loyalty as mediating variables in Shopee as the e-commerce with the most visitors in Indonesia. The research was carried out with a quantitative approach by distributing questionnaires to 130 respondents using a non-probability sampling technique in the form of purposive and analyzed using SPSS and SmartPLS. The results of the research show that the customer relationship management dimension, namely customer orientation, has a positive influence on customer loyalty, while customer knowledge and technology capabilities have a negative influence on customer loyalty. For the competitive advantage variable, technology capabilities were found to have a positive relationship, while for customer knowledge and customer orientation a negative relationship was found. It was also found that customer loyalty has no influence on competitive advantage. And also customer loyalty does not mediate the relationship between customer relationship management and competitive advantage."

"Industri jasa telekomunikasi hingga saat ini mengharapkan konsumennya untuk terus dan tetap menggunakan produk dari mereka. Hal tersebut dikarenakan konsumen yang setia atau loyal sangat penting bagi perusahaan, penelitian ini menunjukkan bahwa konsumen yang terlibat (consumer brand engagement) menunjukkan loyalitas (brand loyalty) yang lebih besar kepada merek. Terlepas dari signifikansinya, Consumer Brand Engagement tetap menjadi konsep yang perlu diselidiki lebih dalam. Penelitian ini bertujuan untuk menguji Consumer Brand Engagement sebagai konstruk tingkat tinggi yang terdiri dari tiga dimensi formatif, yaitu, Cognitive Processing, Affection, dan Activation. Penelitian ini menggunakan metode non-probability purposive sampling dan data didapatkan dari 234 responden konsumen By.U yang merupakan provider digital pertama di Indonesia. Data kemudian dianalisis menggunakan teknik Partial Least Square-Structural Equation Modeling (PLS-SEM). Temuan pada penelitian ini adalah Communication Effectiveness dan Core Service Quality merupakan faktor penting yang menjelaskan Consumer Brand Engagement. Selanjutnya, ditemukan bahwa Consumer Brand Engagement memengaruhi Consumer Satisfaction, yang kemudian mengarah pada Brand Loyalty terhadap penyedia layanan telekomunikasi terkait. Oleh karena itu, By.U perlu mencapai loyalitas merek dan kepuasan konsumen dengan memastikan bahwa konsumennya merasa nyaman, terinspirasi, dan bersemangat dalam berinteraksi dengan By.U.

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The telecommunications service industry, until now, expected its consumers to continue to use their products. Because loyal consumers are very important for companies, this study shows that an engaged consumer shows greater brand loyalty. Despite its significance, consumer brand engagement remains a concept that needs to be investigated further. This study aims to examine consumer brand engagement as a high-level construct consisting of three formative dimensions, namely, cognitive processing, affection, and activation. This study used a non-probability purposive sampling method and data was obtained from 234 consumer respondents of By.U, which is the first digital provider in Indonesia. The data was then analyzed using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) technique. The findings in this study show that communication effectiveness and core service quality are important factors that explain consumer brand engagement. Furthermore, it was found that consumer brand engagement encourages consumer satisfaction, which then leads to brand loyalty to related telecommunication service providers. Therefore, By.U needs to achieve brand loyalty and consumer satisfaction by ensuring that its consumers feel comfortable, inspired, and excited about interacting with By.U."