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"ABSTRAKPenelitian ini bertujuan untuk menguji layanan mandiri perbankan berbasis kualitas layanan dan loyalitas pelanggan perbankan seluler daring BNI di Jakarta. Pada penelitian ini Dimensi yang diukur untuk kualitas layanan yang digunakan adalah kenyamanan, keandalan & keamanan, daya tanggap, dan personalisasi. Penelitian ini menggunakan pendekatan kuantitatif, dimana data dan informasi yang dikumpulkan melalui survei dengan membagikan kuisioner pada responden. Sampel dari penelitian ini adalah 107 responden pelanggan BNI yang berdomisili di Jakarta, dan pernah menggunakan minimal 1 kali melakukan transaksi di perbankan seluler daring BNI. Hasil penelitian menunjukan bahwa kualitas layanan memiliki pengaruh terhadap loyalitas pelanggan. Dari ke-empat dimensi kualitas layanan yang paling mempengaruhi loyalitas pelanggan adalah dimensi kenyamanan.

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ABSTRACTThis study aims to test independent banking services based on service quality and customer loyalty of BNI online mobile banking in Jakarta. In this study, the dimensions measured for service quality used are convenience, reliability & security, responsiveness, and personalization. This study uses a quantitative approach, where data and information are collected through a survey by distributing questionnaires to respondents. The sample of this study was 107 BNI customer respondents who live in Jakarta, and have used at least 1 time to conduct transactions in BNI online mobile banking. The results showed that service quality has an influence on customer loyalty. Of the four dimensions of service quality that most influence customer loyalty is the dimension of convenience."

"Penelitian ini dilaksanakan dengan tujuan untuk mengetahui hubungan antara kualitas pelayanan yang spesifik dengan tingkat kepuasan nasabah Bank Syariah Mandiri Cabang ?X?. Tujuan kedua dari dilaksanakannya penelitian ini adalah untuk meneliti hubungan antara tingkat kepuasan nasabah dengan kualitas pelayanan melalui analisis terhadap persepsi dibandingkan dengan tingkatan ekspektasi yang dimiliki oleh nasabah. Data yang digunakan dalam penelitian ini bersifat primer yang diperoleh melalui survei lapang dengan menggunakan kuesioner. Penelitian ini dilaksanakan pada bulan Juni hingga Juli 2009 dan mengambil lokasi sebagai tempat penelitian, yaitu Bank Syariah Mandiri Cabang Bogor, Cibinong, Rawamangun, dan Thamrin. Metode yang digunakan dalam menganalisa hubungan antara kualitas pelayanan dengan kepuasan nasabah adalah dengan regresi linier berganda. Variabel independen terdiri dari persepsi nasabah terhadap kualitas pelayanan, interaksi antara variabel dummy (d1) dengan persepsi, dan interaksi antara variabel dummy (d2) dengan persepsi. Hasil penelitian menunjukkan bahwa persepsi nasabah adalah secara signifikan mempengaruhi tingkat kepuasan nasabah pada area di dalam zone of tolerance. Sedangkan interaksi antara persepsi dengan variabel dummy d1 dan d2 memiliki pengaruh yang tidak signifikan dalam keterkaitannya dengan kepuasan nasabah. Hasil penelitian menunjukkan bahwa seluruh hipotesis ditolak. Kesimpulan dari penelitian ini adalah bahwa peningkatan terhadap kualitas pelayanan akan efektif dalam meningkatkan kepuasan hanya jika persepsi nasabah berada di dalam area zone of tolerance.

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The purpose of this research is to discover the relationship between specific service quality dimensions with customer satisfaction in Bank Syariah Mandiri. The other purpose of this research is to research the relationship between customer satisfaction and service quality by analysis towards perception compared with the level of expectation of the customer. The data used in this research is primary data gathered in survey by using questionnaire. This research is held on June until July 2009 and the location of the research are Bank Syariah Mandiri Branch of Bogor, Cibinong, Rawamangun, and Thamrin. The method used to analyse the relationship between service quality and customer satisfaction is using multiple linear regression. The independent variable comprised of the customer perception, the interaction between dummy variable (d1) and perception, the last is the interaction between dummy variable (d2) and perception. The result of the research showed that customer perception is significantly affecting the customer satisfaction inside the area of zone of tolerance. Whereas the interaction between perception and dummy variable (d1 and d2) is not significantly affecting the customer satisfaction. The result of this research showed that all of the hypothesis is refused. The conclusion of this research showed that the improvement of service quality would be effective if only the perception of the customer is inside the area of zone of tolerance."

"ABSTRAKPenulisan 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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ABSTRACTThis 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"

"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."

"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."

"Skripsi ini membahas mengenai pengaruh kualitas jasa elektronik (E-quality) terhadap loyalitas, melalui nilai yang dirasakan (perceived value) dalam konteks pembelian tiket pesawat terbang secara online. Penelitian ini menjadikan situs pemesanan tiket pesawat Lion Air sebagai objek penelitian. Pengolahan data dalam penelitian ini menggunakan teknik Structural Equation Model terhadap 136 data kuesioner yang diteliti. Hasil dari penelitian ini menunjukkan bahwa Equality yang terdiri dari efficiency dan hedonic masing-masing terbukti secara positif dan signifikan mempengaruhi loyalitas melalui nilai yang dirasakan (perceived value). Begitu pula dengan efficiency dan hedonic sebagai dimensi dari e-quality secara signifikan terbukti memiliki korelasi positif satu sama lain. Oleh karena itu, sebagai implikasi dalam sudut pandang manajerial, penelitian ini dapat dijadikan bahan masukan bagi perusahaan Lion Air untuk mengembangkan ecommerce perusahaan, terkhusus situs pemesanan tiket, agar mendapatkan loyalitas dari pelanggan terhadap maskapai tersebut.

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The focus of this study is about the impact of equality to customer Loyalty through Perceived Value in the contex of online airline ticket purchase. This study make the Lion Air?s flight booking website as the research object. This study use Stuctural Equation Model as the data processing through 136 questionnaire data were examined.

The result of this study show that E-quality that is divided by Efficiency and Hedonic are positive significant for Loyalty through Perceived Value. Similarly, efficiency and Hedonic as the dimensions of E-quality proven significantly have positive correlation each other.

Therefore, as the managerial implication, this study can be used as advice to the Lion Air as company to develop its e-commerce, especially flight ticket booking website, in order to obtain the costumer loyalty to the airline."

"Penggunaan situs e-commerce meningkat pesat turut meningkatkan penggunaan jasa ekspedisi sebagai penghantar mobilitas barang dari tangan penjual ke tangan pembeli. Mengingat akan peran penting yang dimiliki oleh jasa ekspedisi, semakin banyak bisnis jasa ekspedisi yang bermunculan dan saling bersaing untuk mempertahankan eksistensinya. Untuk menyempurnakan penelitian sebelumnya, penelitian ini menyajikan pembahasan mengenai pengaruh dari variabel service quality, perceived value, trust dan price yang diberikan oleh jasa ekspedisi terhadap timbulnya customer satisfaction dan customer loyalty. Penelitian ini menganalisis data primer dari 217 responden yang didapat melalui penyebaran kuesioner secara online dan mengamati mengenai pengaruh dari setiap variabel menggunakan metode analisis PLS-SEM. Ditemukan bahwa service quality, perceived value, trust, dan price berpengaruh secara positif terhadap customer satisfaction dan customer loyalty. Kemudian, trust mampu memediasi service quality dan perceived value terhadap customer satisfaction secara positif.

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The use of e-commerce sites has increased rapidly. This also increases the use of expedition services as a carrier for the mobility of goods from the hands of the seller to the hands of the buyer. Considering the important role that shipping services have, more and more shipping service businesses are emerging and competing to maintain their existence. To improve previous research, this study presents a discussion of the effect of the service quality, perceived value, trust, and price variables provided by the expedition service on the emergence of customer satisfaction and customer loyalty. This study analyzed primary data from 217 respondents obtained through the distribution of online questionnaires and observed the effect of each variable using the PLS-SEM analysis method. It was found that service quality, perceived value, trust, and price had a significant effect on customer satisfaction and customer loyalty. Then, trust is able to mediate service quality and perceived value towards customer satisfaction positively."

"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."

"Increased globalization and greater market transparency are making the issue of retaining customers more and more important in today's business environment Recent management trends are leading companies to focus their efforts on customer relationship management in order to achieve long-term business success. Customer Relationship Management is both an old and a new concept in the healthcare industry. Recent, change to this industry are driving company to move from product centric to customer-centric businesses. Many company need to develop new capability to sustain competitive advantage, which include formulating unique, direct relationship with the customer. By intergrating all business operation aspect, firm translated into strategy. Because today, customer are very important factor in companies management with their power to change their short and long term policies and strategies.Market forces are pushing the healthcare industry such as Pediasure milk formula to change business processes, reduce administration cost and work efficiently in the accurate way. The CRM strategy is aimed to help healthcare organization to understand the needs and habits of its member and provide better services to them in a more time efficient manner. Through maintain the customer database company have, they can effectively integrating the operational, marketing, sales and.other function, and with the help from the CRM system to make it easier for everyone inside the organization to work together and share the information. Customer database or information is the first step and foundation for any customer relationship management activity.A case study with qualitative approach was employed to examine the issues in recent marketing strategy. There is a number of reason to study this issues, (1) Customer data or information are the foundation for implementing CRM. (2) Marketing strategy are constructed from the variety of customer database the company had, in order to fit in with the customer needs, wants and requirement. (3) The process implementing CRM strategy to gain customer loyalty is difference form one to another. This study is focuses on the process CRM strategy to resist customer loyalty through customer database as marketing strategy. Based on those approaches, emphasis is put on how to maintain the customer database, structuring marketing strategy and process CRM to gain customer loyalty.Based on the result of the study, it may be concluded that, (I) The process from strategy CRM into customer loyalty connected all factors , lost only one will lead to failure. As an outline, process consist from customer data turning into knowledge and will match it with marketing strategy implemented. (2) Customer database is a factor that lead to successful of implementing CRM Through data processing firm will get knowledge about their target and segmenting customer to optirnalized their strategy and resources they have. (3) Transformation from customer database into smart action could be valued for competitive advantage, in this case marketing strategy structured from customer database.Based on the above conclusion, the following recommendation might be taken into consideration: (1) Integration between factors perhaps represent the best way to maximize resources they have but as firm to consider to prevent from over lapping factor that occurred, firm needs accuracy in technology and technique.But for consideration success not only lead only by technology, it rather by mind set lead it. (2) Although customer database customer are the foundation for CRM implementation, but only qualified data are needed to avoid data that will blured, infocused for firm or company to identified their customer. (3) Transformation data into marketing strategy flow inline with the first goal firm implemented these strategy."