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"Perkembangan teknologi memberikan dampak bagi industri fashion untuk melakukan kegiatan pemasaran dalam memenuhi kebutuhan konsumen. Penggunaan teknologi digital dalam kegiatan pemasaran menciptakan peluang bagi merek untuk dapat berinteraksi dengan konsumen tanpa adanya interaksi secara langsung yang disebut contactless marketing. Penelitian ini bertujuan untuk mengetahui pengaruh contactless marketing yang diterapkan brand fashion H&M terhadap customer satisfaction dan revisit intention. Terdapat empat tools yang digunakan H&M dalam contactless marketing-nya yaitu AI chatbot, augmented reality (AR), virtual reality (VR), dan live streaming. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei terhadap 151 responden yang merupakan pelanggan dari brand fashion H&M yang pernah menggunakan tools contactless marketing yang disediakan H&M. Penelitian ini menggunakan teknik pengolahan data statistik deskriptif, PLS-SEM, dan ANOVA dengan bantuan software SPSS dan SMART PLS-3. Hasil penelitian menunjukkan bahwa terdapat pengaruh positif antara contactless marketing yang diterapkan H&M terhadap customer satisfaction dan revisit intention.

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Technological developments have an impact on the fashion industry to carry out marketing activities to meet consumer needs. The use of digital technology in marketing activities creates opportunities for brands to interact with consumers without interaction in person called contactless marketing. This study aims to determine the impact of contactless marketing of H&M on customer satisfaction and revisit intention. This study also looks at differences in consumer motivation, namely motivation to seek information and motivation to seek enjoyment in using contactless marketing tools from H&M which leads to customer satisfaction and revisit intention. There are four tools used by H&M in its contactless marketing, such as AI chatbot, augmented reality (AR), virtual reality (VR), and live streaming. This research uses a quantitative approach with a survey method of 151 respondents who are customers of the H&M brand who have used contactless marketing tools provided by H&M. This study uses descriptive statistical data processing techniques, PLS-SEM, and ANOVA using SPSS and SMART PLS-3 software. The results showed that there is a positive influence between contactless marketing implemented by H&M on customer satisfaction and revisit intention."

"Perkembangan industri kuliner di Indonesia, terutama di kota besar seperti Jakarta, mendorong berbagai rumah makan untuk menawarkan konsep yang unik untuk membuat konsumennya merasa puas dan ingin berkunjung kembali. Salah satu restoran fine dining di Jakarta menawarkan pengalaman bersantap yang unik dengan mengintegrasikan teknologi visual tiga dimensi dan digital mapping dalam program Le Petit Chef. Penelitian ini bertujuan untuk menganalisis pengaruh experiential marketing yang diterapkan oleh Le Petit Chef Jakarta terhadap minat berkunjung kembali melalui kepuasan konsumen. Penelitian ini menggunakan penelitian kuantitatif dengan teknik purposive sampling melalui online survey. Hasil dari penelitian ini menunjukkan bahwa penerapan konsep experiential marketing yang diterapkan oleh Le Petit Chef Jakarta memiliki pengaruh tidak langsung dan signifikan terhadap minat berkunjung kembali melalui kepuasan konsumen. Penelitian ini merekomendasikan Le Petit Chef Jakarta untuk mempertahankan dan mengembangkan implementasi konsep experiential marketing karena memiliki pengaruh yang cukup besar terhadap minat konsumen untuk berkunjung kembali.

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The development of the culinary industry in Indonesia, especially in big cities like Jakarta, has encouraged various restaurants to offer unique concepts to satisfy their customer and make them want to revisit. One of the fine dining restaurants in Jakarta offers a unique dining experience by integrating three-dimentional visual technology and digital mapping in the Le Petit Chef program. The aim of this study was to analyze the impact of experiential marketing which has been implemented by Le Petit Chef Jakarta towards revisit intention through customer satisfaction. This study used quantitative research with purposive sampling technique through online survey. The result showed that experiential marketing which has been implemented by Le Petit Chef Jakarta had an indirect and significant effect towards revisit intention through customer satisfaction. This study recommends Le Petit Chef Jakarta to maintain and develop the implementation of the experiential marketing concept because it has a considerable influence on consumer intentions to revisit."

"IndonesiaX adalah website pionir MOOC Massive Open Online Course yang berdiri sejak tahun 2015. Fokus penelitian ini adalah untuk melihat pengaruh Web Quality terhadap Customer Satisfaction dan Revisit Intention dengan responden pengguna website IndonesiaX. Penelitian ini menggunakan model WebQual 4.0 untuk melakukan pengukuran kualitas website, dengan pendekatan teori kepuasan konsumen dan niat berperilaku niat untuk berkunjung kembali . Penelitian ini merupakan studi deskriptif, menggunakan metode online survey dan teknik convenience sampling. Hasil penelitian ini menunjukkan terdapat pengaruh dari Web Quality terhadap Customer Satisfaction dan Revisit Intention pengguna website Indonesia. Sebagai pionir MOOC lokal, IndonesiaX memiliki potensi untuk berkembang dan diterima dengan baik oleh masyarakat Indonesia, dengan meningkatkan kualitas website.

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IndonesiaX is a pioneer website of MOOC Massive Open Online Course which has been established since 2015. The focus of this research is to see the influence of Web Quality on Customer Satisfaction and Revisit Intention, with IndonesiaX website user as respondents. This research uses WebQual 4.0 model to measure website quality, using theories of consumer satisfaction and behavioral intention revisit intention . This research is a descriptive study, using online survey method and convenience sampling technique. The results of this study indicate that there is influence of Web Quality on Customer Satisfaction and Revisit Intention of IndonesiaX website users. As a local MOOC pioneer, IndonesiaX has the potential to grow and be well received by the people of Indonesia, by improving its website quality."

"Penelitian ini bertujuan untuk menguji pengaruh customer experience terhadap revisit intention melalui mediasi customer satisfaction pada Spincity Bowling Alley. Customer experience diperoleh dari berbagai pelayanan dan aktivitas yang diupayakan penyedia usaha yang berkaitan tertentu dengan mengoptimalkan sense (indera), feel (emosional), think (kognitif), act (tindakan), dan relate (hubungan). Penelitian ini menggunakan pendekatan kuantitatif, jenis penelitian eksplanatif, dengan menyebarkan kuesioner ke 100 responden dengan teknik pengambilan sampel non-probability sampling. Hasil penelitian memnunjukkan bahwa pengalaman berkunjung ke Spincity Bowling Alley berpengaruh dengan keingan pengunjung untuk datang kembali dengan melihat kepuasan pelanggan selama berkunjung.

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The purpose this research is to examine the effect of customer experience on revisit intentions through mediation of customer satisfaction at Spincity Bowling Alley. Customer experience is obtained from various services and activities that are pursued by business providers related to certain things by optimizing senses, feel, think, act, and relate. This study uses a quantitative approach, the type of explanatory research, by distributing questionnaires to 100 respondents with a non-probability sampling technique. The results of the study indicate that the experience of visiting Spincity Bowling Alley has an effect on the desire of visitors to come back by looking at customer satisfaction during their visit."

"Kompetisi dan tantangan pada industri penerbangan semakin ketat, salah satunya akibat semakin banyaknya bermunculan maskapai dengan konsep Low Cost Carrier (LCC) dan kebijakan Open Sky Policy ASEAN pada 2015. Oleh karena itu, tentu sangat perlu bagi maskapai untuk mempelajari hal-hal yang mempengaruhi pelanggannya dalam melakukan pembelian. Melalui metode SEM (Structural Equation Modeling), penelitian ini membahas pengaruh Perceived Quality, dengan variabel mediasi Perceived Equity, Perceived Value, Customer Satisfaction, Expected Switching Cost, & Brand Preference terhadap Repurchase Intention pelanggan maskapai Garuda Indonesia yang beroperasi dengan konsep Full Service Carrier (FSC). Hasil penelitian ini menunjukkan Brand Preference memiliki efek positif secara langsung atas Repurchase Intention, Expected Switching Cost memiliki efek positif secara langsung terhadap Brand Preference, Customer Satisfaction tidak berpengaruh secara langsung terhadap Brand Preference namun berpengaruh terhadap Expected Switching Cost, Perceived Value tidak berpengaruh terhadap Brand Preference namun berpengaruh terhadap Customer Satisafaction, Perceived Equity tidak berpengaruh baik terhadap Customer Satisfaction maupun Perceived Value, sedangkan Perceived Quality Service memiliki pengaruh positif langsung terhadap Perceived Equity Service dan Perceived Value.

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Competition and challenges in the aviation industry is getting tighter, due to the increasing number of airlines with the concept of Low Cost Carrier (LCC) and the Open Sky Policy in 2015. Therefore, it is certainly very necessary for the airlines to learn the things that influence customers in their purchasing decision. Through the method of SEM (Structural Equation Modeling), this study discusses about the influence of Perceived Quality, with mediating variables of Perceived Equity, Perceived Value, Customer Satisfaction, Switching Expected Cost, & Brand Preference towards Repurchase Intention from Garuda Indonesia airline customers that operate with the concept of Full Service Carrier (FSC).

The results of this study showed that Brand Preference has a direct positive effect on the Repurchase Intention, Expected Switching Cost has a direct positive effect on Brand Preference, Customer Satisfaction has no direct influence on Brand Preference but have influence to the Expected Switching Cost, Perceived Value has no effect on Brand Preference but have influence to Customer satisfaction, Perceived Equity has no effect either on Customer Satisfaction or Perceived Value, while Perceived Quality Service has a direct positive effect on Perceived Equity Services and Perceived Value."

"Penelitian ini bertujuan menganalisis pengaruh service environments terhadap customer positive emotiosn, customer satisfaction dan behavioral intentions pelanggan pada konteks jasa Natasha Skin Care. Penelitian ini berpedoman dari teori Mehrabian Russel yang menyatakan hubungan antara lingkungan fisik dan sosial jasa dan emosi pelanggan dalam membangun niatan berperilaku. Penelitian ini menggunakan metode pengolahan data Structural Equation Modeling (SEM). Teknik sampling yang digunakan adalah purposive sampling dan snowball dengan total sampel berjumlah 172 responden. Hasil analisis dari penelitian ini menunjukkan bahwa dari konteks service environment hanya employee's displayed emotion yang dapat mempengaruhi customer positif emotions dan customer satisfaction pada pelanggan dan juga konteks service environments lain yaitu design factors hanya mempengaruhi timbulnya customer positif emotions. Adanya emosi positif pada pelanggan nantinya akan mempengaruhi adanya kepuasan pelanggan atas layanan yang didapat dan kepuasan tersebut akan mempengaruhi niat berperilaku positif terhadap Natasha Skin Care.

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The focus of this study is to analyse the influence of service environments on Customer positive Emotions, Customer Satisfaction and Behavioral Intentions in the context of was guided by Mehrabian Russell's theory which states the relationship between physical and social environments and customer emotions in establishing behavioral intentions customers. This research used Structural Equation Modeling (SEM) as data processing technique The sampling technique which is used is purposive sampling and snowball with a total sample of 172 respondents.

The result of this research shows that employee's displayed emotion can affect customer positive emotions and customer satisfaction, design factors can only affect customer positive emotions. Customer positive emotion will influence customer satisfaction on service. Satisfaction on service will influence behavioral intentions towards Natasha Skin Care."

"ABSTRAKPenelitian ini tentang pengaruh komponen ambient conditions yang terdiri dari Lighting and Colour pencahayaan dan pewarnaan , Size and Shape Perception persepsi luas dan bentuk , dan Noise and Music Kebisingan dan Musik terhadap kondisi emosi pelanggan dengan pendekatan unipolar, kepuasan konsumen dan keinginan berperilaku dari pelanggan restoran. Penelitian ini menggunakan teori perilaku konsumen, dengan memakai tiga elemen dasar dalam analisis konsumen yaitu, afeksi dan kognisi, lingkungan konsumen dan perilaku terbuka konsumen. Penelitian ini menggunakan data kuesioner dari 124 responden pelanggan restoran Foodrink House, menggunakan metode regresi Multivariate General Linear Model dan Univariate General Linear Model dengan software SPSS 16.0. Hasil Penelitian menunjukan bahwa ambient conditions mempunyai pengaruh yang signifikan terhadap kondisi emosi seseorang, dan kondisi emosi seseorang mempunyai pengaruh yang signifikan terhadap kepuasan pelanggan, analisis selanjutnya menunjukan kepuasan pelanggan mempunyai pengaruh signifikan terhadap keinginan berperilaku seseorang.

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ABSTRACTThis study examines the effect of component ambient condition consist of Lighting and Colour, Size and Shape Perception, and Noise and Music on consumer emotional state with unipolar approach, customer satisfaction and behaviour intention in restaurant customer. This study refers to consumer behaviour theories using three basic elements for consumer analysis, which contain, affection and cognition, consumer environtment and overt consumer behaviour. This study uses questionnaire data of 124 respondents from Foodrink House restaurant and was proccessed with SPSS 16.0 software using Multivariate General Linear Model dan Univariate General Linear Model regresion method. The result of this study explains that ambient conditions have significant effect with emotional state of a person, and emotional state of a person have significant effect with customer satisfaction, futher analysis showed that customer satisfactions have significants effects with consumer behaviour intention."

"ABSTRAKBrand equity merupakan salah satu aspek penting dalam membangun customer satisfaction. Dalam dunia bisnis, customer satisfaction adalah hal yang fundamental dan memiliki peranan penting saat konsumen akan mengulangi pembelian repurchase intention. Tujuan utama dari penelitian ini adalah untuk mengetahui bagaimana pengaruh brand equity dengan dimensi brand loyalty, brand awareness, brand association, dan perceived quality terhadap customer satisfaction dan terhadap repurchase intention. Penelitian ini menggunakan pendekatan penelitian kuantitatif dengan teknik pengambilan purposive sampling. Pada penelitian ini sampel yang digunakan sebanyak 100 responden yang merupakan perempuan generasi millennial yang pernah menggunakan dan membeli produk pembalut Charm di Jakarta dan Depok. Instrumen penelitian ini menggunakan metode kuesioner dan dianalisis menggunakan aplikasi SPSS. Hasil penelitian menunjukkan bahwa brand equity memiliki pengaruh yang signifikan terhadap customer satisfaction dan customer satisfaction memiliki pengaruh yang signifikan terhadap repurchase intention.

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ABSTRACTBrand equity plays an important role in building customer satisfaction. In the world of business, customer satisfaction is fundamental and plays an important role in affecting consumers repurchase intention. The objective of this research is to determine the effect of brand equity with dimension of brand loyalty, brand awareness, brand association, and perceived quality towards customer satisfaction and towards repurchase intention of Charm product. In this quantitative research, the type of sampling method used was purposive sampling. The sample size of 100 respondents are millennials who used and bought Charms sanitary napkins in Jakarta and Depok. The data were collected with the help of questionnaire and was analysed using SPSS 23 application. The results show brand equity has a significant effect with customer satisfaction and customer satisfaction has a significant effect with repurchase intention."

"Tesis ini membahas mengenai pengaruh Experiential Marketing dan Service Quality yang diterapkan oleh Mujigae Resto Mall Kelapa Gading terhadap Customer Satisfaction dan Customer Loyalty. Penelitian ini merupakan penelitian deskriptif dengan teknik sampel non probability sampling. Berdasarkan data dari 240 responden, penelitian ini membuktikan adanya pengaruh positif signifikan antara Experiential Marketing terhadap Customer Satisfaction dan Customer Loyalty, Customer Satisfaction terhadap Customer Loyalty, serta Service Quality terhadap Customer Satisfaction.

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This thesis discusses about the effect of Experiential Marketing and Service Quality which are applied by Mujigae Resto at Kelapa Gading Mall toward the Customer Satisfaction and Customer Loyalty. This research is descriptive research. Based on data from 240 respondents, this study proves the existence of a significant positive effect between Experiential Marketing on Customer Satisfaction and Customer Loyalty, Customer Satisfaction on Customer Loyaly, and Service Quality on Customer Satisfaction."

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

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

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