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"Dewasa ini, jasa pesan antar makanan secara daring semakin berkembang dan banyak digunakan oleh masyarakat karena kepraktisan dan kemudahan yang ditawarkannya. Dalam hal ini, perusahaan harus dapat memberikan kualitas layanan belanja seluler yang maksimal untuk mendapatkan kepuasan dari pelanggan serta nantinya akan berdampak pada munculnya loyalitas dari pelanggan. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas layanan belanja seluler dan kepuasan pelanggan terhadap loyalitas pelanggan pada pengguna Traveloka Eats Delivery di DKI Jakarta. Penelitian ini dilakukan dengan menyebarkan kuesioner daring kepada 180 responden yang merupakan pengguna Traveloka Eats Delivery, pernah melakukan setidaknya dua kali pembelian, dan berdomisili di DKI Jakarta. Pendekatan yang digunakan dalam penelitian ini adalah pendekatan kuantitatif serta pengumpulan data menggunakan metode survei dengan purposive sampling. Data dalam penelitian ini diolah dengan menggunakan analisis regresi linier sederhana dan berganda dengan software SPSS. Hasil penelitian ini menunjukkan bahwa kualitas layanan belanja seluler memiliki pengaruh yang signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan. Disamping itu, hasil penelitian juga menunjukkan bahwa kepuasan pelanggan memiliki pengaruh yang signifikan terhadap loyalitas pelanggan pada pengguna Traveloka Eats Delivery di DKI Jakarta

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Nowadays, online food delivery services business is growing and widely used by the society because of its practicality and convenience it offers. In this case, the company must be able to provide maximum of mobile shopping service quality to gain customer satisfaction and have an impact on the emergence of customer loyalty. The purpose of this study was to analyze the effect of mobile shopping service quality and customer satisfaction on customer loyalty on Traveloka Eats Delivery users in DKI Jakarta. This research was conducted by distributing online questionnaires to 180 respondents who are Traveloka Eats Delivery users, have made at least two purchases, and live in DKI Jakarta. The approach used in this study is a quantitative approach and data collection using survey method with purposive sampling. The data in this study were processed using simple and multiple regression analysis with SPSS. The results of this study indicate that the mobile shopping service quality had a significant impact on customer satisfaction and customer loyalty. In addition, the results of the study also indicate that customer satisfaction had a significant impact on customer loyalty on Traveloka Eats Delivery users in DKI Jakarta."

"LinkAja sebagai salah satu dompet digital di Indonesia memiliki target dalam meningkatkan transaksi pengguna aktif yang sehat dan loyal. Penelitian ini bertujuan untuk menganalisis pengaruh mobile wallet service dimensions yaitu perceived service quality, perceived ease of use, perceived usefulness, perceived cost, dan perceived security terhadap customer loyalty melalui customer satisfaction pada pengguna LinkAja di Jabodetabek. Penelitian ini menggunakan pendekatan kuantitatif dan teknik purposive sampling dengan menyebarkan kuesioner melalui Google Form kepada 165 responden yang merupakan pengguna LinkAja di Jabodetabek, berusia minimal 17 tahun/sudah memiliki KTP, dan telah melakukan transaksi pada aplikasi LinkAja minimal dua kali dalam enam bulan terakhir. Analisis deskriptif dan uji regresi menggunakan SPSS digunakan dalam menganalisis data. Temuan menunjukkan bahwa mobile wallet service dimensions berpengaruh secara signifikan terhadap customer satisfaction dan customer loyalty, customer satisfaction berpengaruh secara signifikan terhadap customer loyalty, serta mobile wallet service dimensions juga berpengaruh secara signifikan terhadap customer loyalty melalui customer satisfaction pada pengguna aplikasi dompet digital LinkAja di Jabodetabek. Lebih lanjut, dimensi dari mobile wallet service yaitu perceived service quality, perceived usefulness, dan perceived security ditemukan memiliki pengaruh terhadap customer satisfaction, sedangkan customer loyalty dipengaruhi oleh dimensi perceived service quality, perceived cost, dan perceived security.

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LinkAja, as one of the digital wallets in Indonesia, aims to increase healthy and loyal active user transactions. This study analyzes the impact of mobile wallet service dimensions, namely perceived service quality, perceived ease of use, perceived usefulness, perceived cost, and perceived security, on customer loyalty through customer satisfaction among LinkAja users in Jabodetabek. The research utilizes a quantitative approach and purposive sampling technique, distributing questionnaires via Google Form to 165 respondents who are LinkAja users in Jabodetabek, aged at least 17 years old/already have an ID card, and have conducted transactions on the LinkAja application at least twice in the last six months. Descriptive analysis and regression tests using SPSS were used to analyze the data. The findings indicate that mobile wallet service dimensions significantly affect customer satisfaction and customer loyalty. Additionally, customer satisfaction significantly influences customer loyalty, and mobile wallet service dimensions also significantly affect customer loyalty through customer satisfaction of the LinkAja users in Jabodetabek. Furthermore, the dimensions of mobile wallet service, namely perceived service quality, perceived usefulness, and perceived security, are found to influence customer satisfaction, while customer loyalty is influenced by perceived service quality, perceived cost, and perceived security."

"Traveloka adalah startup online travel agent terbesar di Indonesia. Dalam kasus ini, perusahaan memilih antara mengembangkan hedonic value atau lebih condong ke utilitarian value yang dibawa. Penelitian ini melihat tentang bagaimana pengaruh hedonic value dan utilitarian value secara langsung terhadap customer loyalty ataupun secara tidak langsung melalui customer satisfcation. Penelitian ini juga berfokus pada generasi Z, yaitu generasi yang dari lahir sudah bersentuhan dengan internet dan cenderung memiliki keterbukaan terhadap internet yang tinggi. Penelitian yang dilakukan bersifat kuantitatif serta menggunakan model pengukuran Structural Equation Modelling (SEM) untuk mengolah data. Pengolahan data berdasarkan pada data yang berjumlah atas 330 responden. Responden telah disaring sesuai dengan kriteria yang dibutuhkan, yaitu; berusia 18-26 tahun (Generasi Z), pernah menggunakan aplikasi traveloka untuk memesan penginapan dalam kurun waktu 1 tahun ke belakang, dan berdomisili di Indonesia. Penelitian ini menghasilkan hasil bahwa hedonic value dan utilitarian value tidak berpengaruh secara positif dan signifikan terhadap customer loyalty, tetapi hedonic value dan utilitarian value berpengaruh secara positif dan signifikan terhadap customer loyalty secara tidak langsung, yaitu melalui customer satisfaction. Terakhir, customer satisfaction terbukti secara positif dan signifikan memediasi hubungan antara hedonic value dan utilitarian value dengan customer loyalty. Implikasi manajerial dan saran bagi penelitian selanjutnya akan dibahas lebih lanjut pada penelitian ini.

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Traveloka is the biggest online travel agent startup in Indonesia. In this case, the company chooses between developing hedonic value or leaning more towards the utilitarian value it brings. This study looks at how the influence of hedonic value and utilitarian value directly on customer loyalty or indirectly through customer satisfaction. This study also focuses on generation Z, which is the generation that has been in contact with the internet since birth and tends to have high openness to the internet. This research is quantitative and uses a Structural Equation Modelling (SEM) measurement model to process the data. Data processing is based on data that totals 330 respondents. Respondents have been screened according to the required criteria, namely, 18-26 years old (Generation Z), have used the Traveloka application to book lodging within the past 1 year, and domiciled in Indonesia. This study resulted in the results that hedonic value and utilitarian value did not have a positive and significant effect on customer loyalty, but hedonic value and utilitarian value had a positive and significant effect on customer loyalty indirectly, namely through customer satisfaction. Finally, customer satisfaction is proven to mediate the relationship positively and significantly between hedonic value and utilitarian value with customer loyalty. The managerial implications and suggestions for further research will be discussed further in this study."

"Tantangan untuk memperoleh kepuasan dan loyalitas pelanggan semakin besar di persaingan yang semakin kompetitif saat ini. Terutama pada sektor perbankan yang menawarkan produk yang relatif sama seperti sektor perbankan. Studi sebelumnya telah membuktikan bahwa inovasi layanan merupakan kebutuhan yang tidak dapat dihindari untuk kelangsungan hidup perusahaan dan sangat penting untuk mempengaruhi kepuasan dan loyalitas pelanggan dalam industri perbankan. Di sisi lain, model konseptual yang matang mengenai faktor yang mepengaruhi kepuasan dan loyalitas pelanggan sudah lebih dulu ditemukan dengan mempertimbangkan service quality sebagai antecedent. Penelitian ini bertujuan untuk mengembangkan dan memvalidasi model konseptual baru dari kepuasan dan loyalitas pelanggan di industri perbankan Indonesia dengan inovasi layanan dan konsep kualitas layanan sebagai anteseden, dengan juga dimensi kualitas layanan yang digunakan. Untuk memvalidasi model konseptual yang diusulkan, survei online dilakukan dan data dari 274 pelanggan bank ritel sampel di Indonesia digunakan. Analisis data menggunakan Structural Equation Modeling (SEM). Hasil SEM menunjukkan bahwa inovasi layanan berpengaruh positif terhadap kualitas layanan, kepuasan, dan loyalitas pelanggan, sedangkan service quality berpengaruh positif pada kepuasan pelanggan, namun tidak berpengaruh terhadap loyalitas pelanggan. Kemudian, kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. Studi ini memperkaya studi yang ada yang berfokus pada kepuasan dan loyalitas pelanggan dalam perbankan terutama dalam konteks negara berkembang.

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Customer satisfaction and loyalty are more challenging to obtain in today increasingly competitive market including banking sector which offered relatively similar product. Earlier study has proven that service innovation is an inevitable necessity for firm's survival and is critical to influence the customer satisfaction and loyalty in banking industry. On the other hand, a well-developed conceptual model of satisfaction and loyalty in service industry has been established, considering service quality as the antecedent. This study is aimed to develop and validate a new conceptual model of customer satisfaction and loyalty in Indonesia banking industry with service innovation and service quality concept as the antecedent, with also employed service quality dimensions. In order to validate the proposed conceptual model, online survey was conducted and data from 274 sampled customers of retail bank in Indonesia was used. The data analysis employed Structural Equation Modeling (SEM). SEM results show that service innovation has positive effect to service quality, customer satisfaction and loyalty while service quality has positive impact on customer satisfaction, and customer satisfaction has positive impact on customer loyalty. However, the effect of service quality to customer loyalty was not supported. This study enriches existing study which focus on customer satisfaction and loyalty in banking especially in emerging country context. Moreover, this study provides additional knowledge with incorporating service innovation and service quality as antecedent of customer satisfaction and loyalty in banking industry."

"Persaingan e-commerce di Indonesia mengharuskan perusahaan e-commerce untuk membuat strategi baru untuk dapat mempertahankan loyalitas konsumen. Gamification diyakini memiliki pengaruh yang kuat untuk dapat menarik dan melibatkan konsumen sehingga konsumen loyal terhadap sebuah e-commerce. Tesis ini membahas pengaruh gamification terhadap brand loyalty pada e-commerce di Indonesia melalui customer engagement sebagai variabel intervening dan customer satisfaction sebagai variabel moderating. Pendekatan yang digunakan dalam penelitian ini menggunakan pendekatan kuantitatif kepada 200 responden pengguna kuis Shopee.Metode analisis data dilakukan dengan menggunakan analisis deskriptif dan analisis jalur. Dalam penelitian ini terdapat tiga model penelitian, yaitu pertama pengaruh gamification terhadap brand loyalty secara langsung, kedua pengaruh gamification terhadap brand loyalty melalui customer engagement sebagai variabel intervening dan ketiga pengaruh gamification terhadap brand loyalty melalui customer engagement sebagai variabel intervening dan customer satisfaction sebagai variabel moderating.Hasil penelitian membuktikan gamification berpengaruh terhadap brand loyalty secara langsung; gamification berpengaruh terhadap brand loyalty melalui customer engagement sebagai variabel intervening; dan customer satisfaction tidak dapat memoderasi pengaruh antara customer engagement dengan brand loyalty. Pada praktiknya e-commerce dapat menerapkan gamification dengan menggunakan elemental tetrad model untuk meningkatkan loyalitas konsumen sehingga perusahaan dapat bersaing dan mengembangan bisnis. Selain itu, segmentasi responden dapat dipertimbangkan untuk mengukur karakteristik dari pengguna sebuah gamification sehingga dapat dijadikan acuan bagi perusahaan dalam penerapan tipe gamification yang tepat.

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The competition of e-commerce in Indonesia requires e-commerce companies to create new strategies to be able to maintain consumer loyalty. Gamification is believed to have a strong influence to attract and engage consumers so that consumers are loyal to the e-commerce. This thesis discusses the effect of gamification on brand loyalty in e-commerce in Indonesia through customer engagement as an intervening variable and customer satisfaction as a moderating variable. The approach used in this study uses quantitative approach with 200 respondents Kuis Shopee users.

Data analysis method is done by using descriptive analysis and path analysis. In this study there are three research models, firstly the effect of gamification on brand loyalty directly, secondly the effect of gamification on brand loyalty through customer engagement as an intervening variable and thirdly the effect of gamification on brand loyalty through customer engagement as an intervening variable and customer satisfaction as a moderating variable.

The results of the study prove that gamification directly affects brand loyalty; gamification has an effect on brand loyalty through customer engagement as an intervening variable; and customer satisfaction cannot moderate the influence between customer engagement and brand loyalty. In practice e-commerce can apply gamification by using elemental tetrad model to increase consumer loyalty so that companies can compete and develop the business. In addition, segmentation of the respondent can be considered to measure the characteristics of gamification users so that it can be used as a reference for companies in applying the right type of gamification."

"Dalam era modern saat ini proses bisnis yang sedang marak di kalangan perusahaan dan melaju di tingkat yang lebih inovatif adalah bisnis Business-to-Business E-Commerce atau biasa disebut sebagai B2B E-Commerce. Salah satu jenis penawaran B2B terbesar di Indonesia yaitu PT. GMF AeroAsia yang bergerak di bidang MRO Maintenance, Repair, and Overhaul memiliki bisnis maintenance pesawat dan sebagai distributor material komponen pesawat yang bernama GMF AeroTrade. GMF AeroTrade merupakan bentuk platform E-Commerce berbentuk web store yang baru berdiri sejak awal tahun 2017. Seiring berkembangnya kebutuhan akan material komponen pesawat yang selalu meningkat setiap tahunnya, telah memberikan dampak yang cukup besar terhadap kompetitifnya pasar distributor kebutuhan komponen pesawat terbang. Dengan perubahan baru dengan diadakannya platform berbasis E-Commerce ini di GMF AeroTrade dan juga melihat adanya banyak kompetitor lainnya di dunia, peran loyalitas pelanggan sangat berpengaruh terhadap keuntungan perusahaan. Maka dari itu GMF AeroTrade membutuhkan strategi yang kuat untuk dapat meningkatkan loyalitas pelanggan Customer Loyalty. Dalam pembuatan strategi tersebut akan diteliti dari pengaruh faktor Image, Perceived Quality, Perceived Value, dan Customer Satisfaction terhadap loyalitas pelanggan Customer Loyalty dengan menggunakan metode SEM- PLS. Selain itu, digunakan metode Importance-Performance Analysis untuk mendapatkan action items beserta tingkat prioritas pelaksanaan untuk setiap action items. Penelitian ini mengambil pelanggan yang aktif melakukan transaksi pembelian di GMF AeroTrade. Hasil dari penelitian ini merupakan strategi untuk meningkatkan loyalitas pelanggan Customer Loyalty GMF AeroTrade, sehingga dapat bersaing dengan kompetitor distributor material komponen pesawat lainnya yang ada di dunia.

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In today 39 s modern era, the business process that is being hype among companies and driving at a more innovative level is the Business to Business E Commerce or commonly referred to as B2B E Commerce. One of the biggest B2B offerings in Indonesia is PT. GMF AeroAsia which is engaged in MRO Maintenance, Repair, and Overhaul that runs in aircraft maintenance business and as an aircraft material distributor named GMF AeroTrade. GMF AeroTrade is a form of E Commerce platform in the form of a new web store that was established since early 2017.

As the growing demand for aircraft parts material which always increasing every year, has had a considerable impact on the competitive market of aircraft distributor needs. With the new changes in the establishment of this E Commerce based platform at GMF AeroTrade and also see the presence of many other competitors in the world, the role of Customer Loyalty is very influential for the corporate profits. Therefore, GMF AeroTrade requires a strong strategy to increase its Customer Loyalty.

The strategy will be examined from the influence of Image, Perceived Quality, Perceived Value, and Customer Satisfaction to Customer Loyalty by using SEM PLS method. In addition, the Importance Performance Analysis method is used to obtain the action items along with the priority level of implementation for each action items. This research focuses on the customers who are actively making purchases at GMF AeroTrade.

The results of this study is a strategy to increase Customer Loyalty in GMF AeroTrade, so that it can compete with other aircraft parts distributor in the world."

"Penelitian ini dilakukan untuk meneliti pengaruh kepuasan, kepercayaan, dan keterlibatan pelanggan pada online review intention. Responden penelitian ini adalah para pengguna internet yang dalam enam bulan terakhir pernah melakukan pembelian lebih dari sekali di salah satu aplikasi belanja online Tokopedia/ Bukalapak/ Shopee/ Lazada (n=312). Untuk menganalisis data penelitian ini menggunakan Structural Equation Modelling (SEM). Hasil penelitian ini menunjukkan bahwa kepuasan, kepercayaan, dan keterlibatan pelanggan memiliki pengaruh langsung yang positif pada online review intention. Variabel keterlibatan pelanggan memediasi sebagian pengaruh kepuasan dan kepercayaan pada online review intention. Selain itu, hasil penelitian ini juga menunjukkan bahwa semakin tinggi tingkat kepercayaan pelanggan, akan semakin tinggi pula pengaruh keterlibatan pelanggan pada online review intention. Yang menarik dari hasil penelitian ini adalah semakin tinggi tingkat kepuasan pelanggan maka pengaruh keterlibatan pelanggan pada online review intention justru akan semakin rendah.

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This research was conducted to examine the influence of satisfaction, trust, and customer engagement on online review intention. Respondents of this study were internet users who had made purchases more than once in the last six months on one of the Tokopedia/ Bukalapak/ Shopee/ Lazada mobile shopping applications (n = 312). To analyze the data, this study using Structural Equation Modeling (SEM). The results of this study indicate that satisfaction, trust, and customer engagement have a positive direct influence on online review intention. Customer engagement partly mediates the influence of satisfaction and trust on online review intention. In addition, the result of this study also shows that the higher the level of customer trust, the higher the influence of customer engagement on online review intentions. What is interesting from the result of this study is that the higher the level of customer satisfaction, the influence of customer engagement on online review intention will be even lower."

"Dalam satu dekade terakhir, pertumbuhan usaha kuliner di Indonesia sangat cepat. Warunk Upnormal muncul sebagai salah satu usaha yang tingkat pertumbuhannya sangat tinggi. Bagaimana Warunk Upnormal menjaga kualitas layanannya agar konsumen tetap merasa puas dan loyal? Penelitian ini meneliti pengaruh service quality, perceived value pada customer satisfaction dan loyalty yang dilakukan Warunk Upnormal di Jakarta. Menggunakan teknik non-probability sampling, kuesioner penelitian dibagikan kepada sebanyak 245 responden. Software yang digunakan untuk mengolah data adalah SPSS dan SmartPLS 3.0. Hasil menunjukkan bahwa service quality yang dilakukan oleh Warunk Upnormal berpengaruh postif terhadap customer satisfaction, dan customer satisfaction yang pada akhirnya memberikan pengaruh positif pada loyalitas pelanggan. Menarik untuk disikapi bahwa hasil dari variabel perceived value memperlemah hubungan antara service quality terhadap customer satisfaction. Implikasi manajerial dan saran untuk penelitian selanjutnya diberikan berdasarkan hasil penelitian yang dilakukan.

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In the past decade, the growth of culinary businesses in Indonesia is very fast. Warunk Upnormal emerged as one of the businesses whose growth rates were very high. How does Warunk Upnormal maintain the quality of its services so that consumers remain satisfied and ultimately loyal? This study studies the effect of service quality, perceived value on customer satisfaction and loyalty by Warunk Upnormal in Jakarta. Using the non-probability sampling technique, questionnaire distributed to 245 respondents. This research was processed using SPSS and SmartPLS 3.0 tools. Realizing the quality of service performed by Warunk Upnormal determines positively to customer satisfaction, and customer satisfaction determines which eventually provide a positif impact toward customer loyalty. It is interesting to note here that the perceives value aparently weakning the relationship between service quality and customer satisfaction. Managerial implication and and suggestions for further research are given based on the research report."

"Mendapatkan pengunjung yang puas dan loyal merupakan kunci utama dalam keberhasilan suatu shopping mall. Di kawasan segitiga emas Jakarta, ada delapan shopping mall yang harus bersaing satu sama lainnya dalam merebut hati pengunjung. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi customer satisfaction dan customer loyalty dalam konteks shopping mall. Sampel penelitian ini adalah orang yang pernah mengunjungi salah satu shopping mall di kawasan segitiga emas Jakarta minimal sebanyak tiga kali dalam tiga bulan terakhir. Data diolah dengan menggunakan metode Structural Equation Modelling. Hasil penelitian menunjukkan bahwa customer perceived value berpengaruh positif terhadap customer satisfaction dan customer loyalty. Customer satisfaction juga dibuktikan memiliki pengaruh positif terhadap customer loyalty. Mall environment berpengaruh positif terhadap customer perceived value namun tidak berpengaruh terhadap customer satisfaction dan customer loyalty.

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Having satisfied and loyal consumers are the key for success in shopping mall context. In golden triangle of Jakarta area, there are eight shopping mall which compete to gain customer's heart. This study aims to analyze factors that affect customer satisfaction and customer loyalty in shopping mall. Samples from this research are people who visit one of eight shopping mall in golden triangle of Jakarta area minimal three times in the last three months. They were then analyzed using Structural Equation Modelling. The result of this research shows that customer perceived value has positive effect on customer satisfaction and customer loyalty while customer satisfaction has affect customer loyalty positively. Meanwhile, mall environment has positive effect on customer perceived value but does not affect customer satisfaction and customer loyalty."

"Aplikasi Asuransi Digital muncul sebagai aplikasi yang berinteraksi dengan pelanggan perusahaan yang signifikan, berpotensi meningkatkan efisiensi layanan pelanggan sekaligus mengurangi biaya. Penelitian ini menerapkan kualitas layanan & kualitas layanan pemulihan dengan aplikasi asuransi digital untuk mengetahui pengalaman, kepuasan, dan loyalitas pelanggan terhadap aplikasi asuransi digital. Penelitian ini menggunakan variable efficiency, fulfilment, security, availability and compensation, responsiveness, contact sebagai kosntruk dari e-service quality dan e-recovery service quality yang kemudian diteliti pengaruhnya terhadap Customer Experience dan Customer Satisfaction.untuk mendorong Customer Loyalty. Analisis PLS-SEM dilakukan pada data yang diperoleh melalui kuesioner online yang disebar melalui jejaring sosial serta ikatan individu. Sebanyak 261 pengguna aplikasi asuransi digital menjadi responden dengan syarat bahwa mereka memiliki polis asuransi aktif dan telah menggunakan aplikasi asuransi digital untuk melakukan transaksi selama minimal 6 bulan terakhir. Hasil analisis menunjukkan bahwa faktor kualitas layanan dan kualitas layanan pemulihan berpengaruh positif terhadap pengalaman dan kepuasan pelanggan, yang pada gilirannya memengaruhi loyalitas pelanggan. Temuan ini membuka wawasan baru tentang bagaimana loyalitas pelanggan terbentuk dalam industri asuransi.

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Digital Insurance Application is emerging as a significant corporate customer-facing application, potentially increasin customer service efficiency while reducing costs. This study applies service quality & recovery service quality with digital insurance applications to determine customer experience, satisfaction, and loyalty to digital insurance applications. This study uses the variables efficiency, fulfillment, security, availability and compensation, responsiveness, contact as constructs of e-service quality and e-recovery service quality which are then examined for their effect on customer experience and customer satisfaction to encourage customer loyalty. An analysis using PLS- SEM was performed on informasi obtained from online questionnaires distributed through social networks and personal connections. The study included 261 customers of a digital insurance application World Health Organization met specific criteria: having an active insurance policy and conducting transactions on the digital insurance platform for at least 6 months. The analysis results revealed that service quality and service recovery significantly influence customer experience and satisfaction, ultimately leading to a positive impact on customer loyalty. These findings provide valuable new insights into customer loyalty within the insurance industry."