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"Instagram menjadi ruang bagi para penggunanya untuk saling berinteraksi atau saling berinteraksi dengan brand page yang ada di dalamnya. Dalam keterlibatan pelanggan, ada beberapa faktor yang mempengaruhi perilaku pelanggan untuk terlibat dengan konten, yaitu keterlibatan, partisipasi pelanggan, dan komitmen. Dari hubungan keterikatan tersebut menghasilkan ikatan emosional terhadap merek yang dihasilkan pelanggan sehingga mengarah pada tingkat loyalitas pelanggan. Penelitian ini bertujuan untuk mengeksplor hubungan customer engagement pada konten giveaway yang diposting oleh brand di Instagram dan mengidentifikasi apakah ada hubungan antara customer engagement dan brand loyalty. Penelitian ini menggunakan purposive sampling dari 250 pengguna Instagram di Indonesia yang mengikuti dua akun brand di Instagram. SEM-PLS digunakan untuk melihat hubungan antar variabel. Temuan menyiratkan bahwa anteseden involvement, customer participation, dan commitment memiliki efek positif pada keterlibatan pelanggan dan memiliki pengaruh signifikan dalam menghasilkan loyalitas merek. Hasil memberikan pemahaman tentang strategi pemasaran digital dengan menguji pengaruh customer engagement terhadap brand loyalty melalui konten giveaway yang dibagikan di media sosial.

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Instagram is a space for its users to engage with each other or the brand pages in it. In customer engagement, there are several factors that influence customer behavior to engage with content, namely involvement, customer participation, and commitment. From this engagement relationship will produce an emotional bond to the brand generated by the customer so that it leads to a level of customer loyalty. This study aims to explore the relationship between engagement behavior on a giveaway content posted by a brand on Instagram and identify if there is a relationship between customer engagement and brand loyalty. This study uses purposive sampling from 250 Instagram users in Indonesia who followed two brand accounts on Instagram. SEM-PLS was used to see the relationship between variables. The findings imply that involvement, customer participation, and commitment have a positive effect toward customer engagement. Also, the antecedent of customer engagement has a significant effect on generating brand loyalty. The results provide a better understanding of digital marketing strategy by examining the influence of customer engagement toward brand loyalty by the giveaway content shared on social media."

"ABSTRAKPenelitian ini membahas prediktor niat untuk mengungkapkan empati di media sosial. Model Theory of Reasoned Action diaplikasikan ke dalam model untuk melihat bagaimana sikap dan norma subyektif dapat memprediksi niat untuk mengungkapkan empati. Untuk semakin memahami perilaku dalam media sosial, pengaruh sosial dan kekhawatiran akan privasi ditambahkan untuk memprediksi niat. Penelitian ini merupakan penelitian kuantitatif dengan desain deskriptif. Hasil penelitian menunjukan bahwa sikap dan norma subyektif dapat mempengaruhi niat terkait pengungkapan empati. Sementara, daya tarik emosional, nilai informasi, dan kreativitas dapat mempengaruhi sikap pengguna terkait perilaku pengungkapan empati. Akhirnya niat untuk mengungkapkan empati berhubungan dengan sikap seseorang terhadap merek terkait.

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ABSTRACTThis research explains the predictor of intention to express empathy in social media. Theory of Reasoned Action was applied to the research model to understands how attitude and subjective norm predict intention to express empathy. To further understand user behavior in social media, social influence and privacy concern were added to predict intention. This research is a quantitave research with descriptive design. The result shows that attitude and subjective norm can predict intention to express empathy. While emotional appeal, informational value, and creativity affect user attitude towards empathy expression. Finally, intention to express empathy positively related to attitude towards brand."

"Adanya perubahan komunikasi pemasaran dari tradisional ke digital membuat pemasar lebih mudah untuk memasarkan produknya. Selain itu, komunikasi pemasaran menggunakan media digital, terutama media sosial diterima baik oleh konsumen. Penelitian ini memiliki tujuan untuk menganalisis pengaruh social media marketing terhadap purchase intention melalui customer relationship pada pengikut akun Instagram Drive-in Senja di DKI Jakarta. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik pengumpulan data berupa survei. Jumlah sampel pada penelitian ini sebanyak 100 orang. Data penelitian dianalisis menggunakan analisis statistik deskriptif dan statistik inferensial yang meliputi analisis regresi linier sederhana, analisis regresi linier berganda dan uji Sobel. Hasil penelitian menunjukkan bahwa social media marketing memiliki pengaruh yang positif dan signifikan terhadap purchase intention dengan melalui customer relationship

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There is a change in marketing communications from traditional to digital makes marketers easier to sell its products. In addition, the marketing communication through digital media, especially social media is accepted well by the customers. This study aims to analyze the effect of social media marketing on purchase intention through customer relationship on Followers of Drive-in Senja’s Instagram in DKI Jakarta. The research uses social media marketing variable as an independent variable, purchase intention variable as a dependent variable, and customer relationship as a mediator variable. This study uses a quantitative approach with data collection techniques in the form of surveys. The number of samples from this study are 100 peoples. The research data are analyzed using descriptive statistics analysis and inferential statistics which included simple linear regression analysis, multiple linear regression analysis and sobel test. The results show that social media marketing had a positive and significant effect on purchase intention through customer relationship"

"Pemanfaatan media sosial kini telah menjadi salah satu dari gaya hidup konsumen Jakarta saat ini. Media sosial kini telah menajdi salah satu alat pemasaran yang efektif bagi suatu produk.Tujuan dari penelitian ini adalah untuk mengetahui adanya pengaruh electronic word of mouth e-WOM melalui Instagram terhadap minat beli konsumen pada Ojju K Food. Metode yang digunakan dalam penelitian ini adalah dengan metode non-probability sampling dengan teknik purposive, dan melibatkan 100 responden yang merupakan pengguna Instagram aktif yang telah terpapar e-WOM namun belum pernah membeli produk Ojju K Food. Dimensi penelitian ini terdiri dari 6 dimensi yang mempengaruhi minat beli konsumen, yaitu relevance, accuracy, comperehensiveness, timeliness, source expertice dan source trustworthiness. Hasil dari penelitian ini menunjukkan adanya pengaruh yang terbentuk antara e-WOM dengan minat beli dan dimensi e-WOM yang paling berpengaruh adalah adalah dimensi relevance.

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The utilization of social media has now become one of the lifestyles of Jakarta 39 s consumers today. Social media has now become one of the most effective marketing tools for a product. The purpose of this research is to know the existence of electronic word of mouth e WOM influence through Instagram to consumer buying interest in Ojju K Food. The method used in this research is by non probability sampling method with purposive technique, and involving 100 respondents who are active Instagram users who have been exposed to e WOM but have never bought Ojju K Food product. Dimensions of this research consists of 6 dimensions that affect consumer buying interest, namely relevance, accuracy, comperehensiveness, timeliness, source expertice and source trustworthiness. The results of this study indicate the influence formed between e WOM with consumer purchase intention and the most influential e WOM dimension is the relevance."

"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."

"If you're not social, it's like you're not even there. That's how critical social media marketing has become. Businesses everywhere are struggling to adapt, but transitioning from traditional marketing to online engagement is fraught with questions, such as: How much is a Facebook "like" worth? How can you effectively engage online influencers? What are the best dashboards for monitoring multiple social channels simutaneously? How do you keep it all going around the clock? For more than a decade, author Jeremy Goldman has helped companies inject "social" into their processes. In "Going Social", he explains the ins-and-outs of platforms such as Facebook,Twitter, LinkedIn, Google+, Foursquare, Instagram, Pinterest, and others - and shows readers how to: formulate a social strategy; pinpoint their audience and where they "live" online; give their brand a unique voice and personality; get good at listening; create relevant, engaging content; identify and reward influencers; build strong bonds with bloggers; become truly customer-centric; avoid pitfalls when possible-and respond to negative feedback when a misstep is made; cultivate brand spokespeople; use targeting to engage more effectively; turn employees into social marketers; engage with ROI in mind. The digital landscape offers unprecedented opportunities to breathe new life into brands, spread the word about products, and magnify loyalty. Featuring insights from entrepreneurs, social media directors, community managers, bloggers, and other experts, "Going Social" is an indispensable guide to connecting with customers in the brave new social frontier."

"Real friends communicate with honesty, listen closely, and aren't afraid to admit when they're wrong. If you want to succeed in social media, you have to behave the same way. "Likeable Social Media" provides 18 strategies for creating an authentic "brand personality" through Facebook and other social media platform. Social-media marketing guru Dave Kerpen reveals the secrets to building a brand's popularity by being authentic, engaging, and transparent on Facebook and other social media sites. You'll learn the same methods he has used to successfully redefine the brands of a number of large companies, including 1-800-FLOWERS and Cumberland Farms. Complete with serious strategies communicated with wit and humor, "Likeable Social Media" is the definitive source for using social media to win new customers, gather valuable feedback, and increase the bottom line."

"Persaingan dalam berbagai industri akan menimbulkan penurunan pangsa pasar, bahkan pada perusahaan yang sudah mature. Salah satu strategi yang dapat dilakukan adalah dengan meningkatkan customer engagement. Untuk meningkatkan engagement, perusahaan harus mengetahui target market. Target market dalam penelitian ini adalah generasi milenial. Strategi yang dilakukan untuk menarik generasi tersebut adalah melalui viral marketing campaign. Penelitian ini dilakukan untuk menganalisis pengaruh viral marketing campaign terhadap customer engagement. Penelitian ini menggunakan pendekatan kuatitatif, dengan teknik pengumpulan data melalui kuisioner. Sampel dalam penelitian ini adalah follower akun Instagram @SehatAQUA. Teknik pengolahan data menggunakan analisis regresi linear. Hasil penelitian adalah terdapat pengaruh antara viral marketing campaign terhadap customer engagement.

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Competition in various industries will lead to a decrease in market share, even in mature companies. One strategy that can be done is to improve customer engagement. To improve engagement, the company must know the target market. Target market in this research is millennial generation. The strategy undertaken to attract the generation is through viral marketing campaign.

This research was conducted to analyze the influence of viral marketing campaign to customer engagement. This study used a quatitative approach, with data collection techniques through questionnaires. The sample in this research is follower of Instagram SehatAQUA account. Data processing technique using linear regression analysis. The result of research is there is influence between viral marketing campaign to customer engagement."

"Terdapat banyak produk kecantikan yang mengklaim dirinya peduli akan lingkungan, baik yang berasal dari brand lokal (Indonesia) maupun impor. Salah satu dari brand itu adalah Love Beauty & Planet, yang resmi merilis produknya di Indonesia pada tahun 2019. Dengan banyaknya pesaing, Love Beauty & Planet Indonesia melakukan berbagai teknik pemasaran agar dapat memenangkan pasar, contohnya dengan praktik humas pemasaran. Instagram adalah satu dari beberapa media yang digunakan oleh Love Beauty & Planet Indonesia untuk menerapkan humas pemasaran dan menyebarkan informasi terkait produk. Penelitian ini dibuat untuk mendeskripsikan penerapan humas pemasaran pada kampanye ramah lingkungan #SmallActsofLove oleh Love Beauty & Planet Indonesia. Melalui akun Instagram @lovebeautyandplanet_id, Love Beauty & Planet melakukan publikasi untuk mendukung kampanye. Konten yang dibagikan @lovebeautyandplanet_id antara lain rilis produk, giveaway, edukasi, ulasan, ajakan untuk merawat bumi, tips dan trik, quotes, branding produk, dan kegiatan/acara. Pola penyajian konten adalah menggunakan warna cerah yang sesuai dengan kemasan produk, pemilihan kata dengan campuran bahasa Indonesia dan Inggris yang terkesan santai namun tetap sopan, dan nada positif pada kalimat yang terdapat di caption maupun visual dari setiap unggahan. Pembahasan pada konten selalu berkaitan dengan konsep ramah lingkungan dan pembahasan tersebut sering dikaitkan dengan keunggulan produk.

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There are many beauty products that claim themselves as environmentally friendly, both from local (Indonesian) and imported brands. One of these brands is Love Beauty & Planet, which officially released its products in Indonesia in 2019. With so many competitors, Love Beauty & Planet Indonesia uses various marketing techniques to win the market, for example by practicing marketing public relations. Instagram is one of several media used by Love Beauty & Planet Indonesia to implement marketing public relations and disseminate information about the products. This study was made to describe the practice of marketing public relations in the environmentally friendly campaign, #SmallActsofLove by Love Beauty & Planet Indonesia. Through the Instagram account @lovebeautyandplanet_id, Love Beauty & Planet publishes to support the campaign. The content shared by @lovebeautyandplanet_id includes product releases, giveaways, education, reviews, encouraging the audience to care about the earth, tips and tricks, quotes, branding, and events. The content is using bright colors that match the product packaging, mix Indonesian and English language to make an informal yet polite impression, and positive tones in the captions and visuals of each upload. The content is always discussing environmental related topics and often associated it with product advantages."

"Penelitian ini bertujuan untuk membahas terkait pengaruh social media marketing dan emotional branding pada Instagram @madformakeup.co terhadap loyalitas merek melalui mediasi keterlibatan pelanggan. Penelitian ini merupakan penelitian dengan paradigma positivistik dengan pendekatan kuantitatif. Responden pada penelitian ini adalah pengikut akun Instagram @madformakeup.co sebanyak 207 sampel. Teknik analisis data dilakukan dengan analisis data deskriptif dan analisis jalur untuk membuktikan hipotesis-hipotesis dalam penelitian ini. Hasil penelitian menunjukkan bahwa variabel social media marketing memiliki pengaruh signifikan terhadap variabel loyalitas merek secara langsung dalam konteks Instagram @madformakeup.co. Variabel social media marketing juga memiliki pengaruh signifikan terhadap variabel loyalitas merek melalui mediasi keterlibatan pelanggan. Variabel emotional branding tidak memiliki pengaruh signifikan terhadap variabel loyalitas merek secara langsung, namun variabel ini berpengaruh secara signifikan terhadap variabel loyalitas merek melalui mediasi keterlibatan pelanggan. Maka, variabel keterlibatan pelanggan mampu memberikan mediasi bagi variabel social media marketing dan emotional branding dalam mempengaruhi loyalitas merek secara signifikan pada Instagram @madformakeup.co. Penelitian ini diharapkan dapat membantu para manajer pemasaran khususnya di bidang industri kosmetik untuk mengoptimalkan strategi komunikasi pemasaran di media sosial dengan menggunakan pendekatan yang bersifat emosional terhadap pelanggannya untuk mendorong peningkatan loyalitas merek.

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This research aims to discuss the effect of social media marketing and emotional branding on @madformakeup.co Instagram toward brand loyalty through the mediating role of customer engagement. This research has positivistic paradigm and quantitative approach. Respondents in this study are 207 followers of @madformakeup.co on Instagram. Data collected were analyzed by using descriptive statistical analysis and path analysis to prove the hypothesis in this study. The result showed that social media marketing significantly influences brand loyalty directly without going through customer engagement on @madformakeup.co Instagram. Social media marketing also has significant influence on brand loyalty through the mediating role of customer engagement. Emotional branding does not have significant influence on brand loyalty directly, but emotional branding has significant influence on brand loyalty through the mediating role of customer engagement. Therefore, customer engagement is capable of mediating both social media marketing and emotional branding to influence brand loyalty significantly on @madformakeup.co Instagram. This research is expected to help brand managers especially in the field of cosmetic industry to optimize social media marketing using emotional approach like emotional branding to their customers to build and increase brand loyalty."