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"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."

"Tingginya tingkat persaingan bisnis di Indonesia sebab semakin banyak alternatif brand skincare. Generasi Z dinilai memiliki daya beli yang lebih rendah dibandingkan generasi sebelumnya, yang membuat mereka lebih sadar akan harga dan mengurangi nilai loyalitas terhadap suatu merek. Penelitian ini fokus pada pengaruh Customer Perceived Value (X1) dan Competitive Advantage (X2) terhadap Customer Loyalty (Y) dengan Trust (M) sebagai mediasi pada Generasi Z pengguna brand Skintific di Indonesia. Dengan menggunakan metode kuantitatif dan kuesioner kepada 220 responden, hasil analisis Structural Equation Modelling-Partial Least Square (SEM-PLS) menunjukkan bahwa Customer Perceived Value dan Competitive Advantage berpengaruh positif dan signifikan terhadap Customer Loyalty melalui peran Trust sebagai mediasi. Temuan ini memberikan pemahaman mendalam tentang faktor-faktor yang memengaruhi loyalitas pelanggan, khususnya pada Generasi Z di dalam pasar skincare, memberikan pandangan yang berharga bagi perkembangan merek Skintific.

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With a surge in skincare brand alternatives, Indonesia's business landscape witnesses heightened competition. Generation Z, characterized by lower purchasing power, prioritizes price consciousness, leading to reduced brand loyalty. This study focuses on examining the influence of Customer Perceived Value (X1) and Competitive Advantage (X2) on Customer Loyalty (Y) among Generation Z users of the Skintific brand in Indonesia, with Trust (M) serving as a mediating factor.Through a quantitative method involving 220 respondents and questionnaire analysis, Structural Equation Modelling- Partial Least Square (SEM-PLS) reveals that Customer Perceived Value and Competitive Advantage significantly and positively impact Customer Loyalty, mediated by Trust. These findings provide a comprehensive understanding of factors influencing customer loyalty, particularly within the Generation Z skincare market, offering valuable insights for the development of the Skintific brand."

"Penelitian ini bertujuan untuk menganalisis pengaruh customer experience, customer satisfaction, dan influencer marketing terhadap customer loyalty dari brand kecantikan lokal. Selain itu, customer demographics sebagai moderasi dari pengaruh-pengaruh tersebut juga dianalisis dengan menggunakan subjek generasi milenial dan generasi Z. Penelitian ini menggunakan pendekatan metode kuantitatif berupa cross-sectional survey melalui kuesioner daring untuk menguji 6 hipotesis. Dengan menggunakan teknik purposive sampling, Peneliti mengumpulkan 309 responden yang memenuhi kriteria berupa warga negara Indonesia (WNI), tergolong dalam generasi milenial atau generasi Z, pernah membeli produk kecantikan lokal dalam kurun 6 bulan terakhir, dan aktif dalam menggunakan media sosial. Data yang telah dikumpulkan diolah dengan metode Structural Equation Modeling (SEM) menggunakan software SmartPLS. Hasil pengolahan data menunjukkan terdapat 3 hipotesis yang terbukti secara signifikan, yaitu terdapat pengaruh positif dari customer experience terhadap customer loyalty, pengaruh positif dari customer satisfaction terhadap customer loyalty, dan pengaruh positif dari influencer marketing terhadap customer loyalty. Kemudian, moderator customer demographics ditemukan tidak memiliki peranan signifikan pada pengaruh customer experience, customer satisfaction, maupun influencer marketing terhadap customer loyalty. Penemuan dari penelitian memberikan wawasan bagi brand kecantikan lokal di Indonesia agar dapat meningkatkan customer loyalty dengan meningkatkan customer experience, customer satisfaction, dan influencer marketing.

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This research aims to analyze the impact of customer experience, customer satisfaction, and influencer marketing on customer loyalty to local beauty brands. Additionally, it examines the role of customer demographics, specifically millennials and Generation Z, as a moderating factor in these influences. The study employs a quantitative approach through a cross-sectional survey conducted via an online questionnaire to test six hypotheses. Using purposive sampling, the researchers gathered data from 309 respondents who met the criteria of being Indonesian citizens, belonging to the millennial or Generation Z generation, having purchased local beauty products in the last six months, and actively using social media. The collected data was analyzed using Structural Equation Modeling (SEM) with SmartPLS software. The results revealed that three hypotheses were significantly supported: customer experience positively influences customer loyalty, customer satisfaction positively influences customer loyalty, and influencer marketing positively influences customer loyalty. However, customer demographics did not moderate the relationships between customer experience, customer satisfaction, and influencer marketing with customer loyalty. These findings offer valuable insights for local beauty brands in Indonesia to enhance customer loyalty by focusing on improving customer experience, satisfaction, and influencer marketing strategies."

"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."

"Komunitas merek mengalami perkembangan, yang kemudian melahirkan komunitas merek online, dicirikan dengan penggunaan internet sebagai platformnya. Perkembangan ini tidak hanya bermanfaat bagi konsumen, tetapi juga bagi siapa saja yang aktif di pasar, salah satunya adalah meningkatnya loyalitas pelanggan. Tak hanya itu, keterlibatan pelanggan juga merupakan diskusi utama dalam komunitas merek online yang menggambarkan pengalaman interaktif konsumen, memiliki sifat iteratif yang dapat bertindak sebagai penyebab antecedent maupun akibat consequence. Oleh karena itu, penelitian ini bertujuan untuk membuktikan pengaruh komunitas merek online terhadap keterlibatan pelanggan, pengaruh keterlibatan pelanggan terhadap loyalitas merek, serta pengaruh mediasi loyalitas komunitas dalam pengaruh keterlibatan pelanggan terhadap loyalitas merek pada komunitas Mi Fans Indonesia. Penelitian dilakukan menggunakan pendekatan kuantitatif dengan mengaplikasikan SEM melalui AMOS. Hasilnya adalah komunitas merek online terbukti secara positif mempengaruhi keterlibatan pelanggan, keterlibatan pelanggan terbukti secara positif mempengaruhi loyalitas merek, dan adanya peran mediasi loyalitas komunitas dalam pengaruh keterlibatan pelanggan terhadap loyalitas merek pada komunitas Mi Fans Indonesia.

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Brand community is experiencing growth, which then develops into online brand community, characterized by the use of the Internet as its platform. This development is not only beneficial for consumers, but also for anyone who is active in the market, one of which is increasing customer loyalty. More than that, customer engagement is also a major discussion in the online brand community that describes the interactive experience of the consumer, that has iterative nature act as an antecedent or consequence. Therefore, this study aims to prove the influence of the online brand community on customer engagement, the influence of customer engagement on brand loyalty, and the role of community loyalty as mediation in the influence of customer engagement on brand loyalty in Mi Fans Indonesia community. This thesis is conducted using quantitative analysis by applying SEM through AMOS. The result is online brand community is proved to affect customer engagement positively, customer engagement is proved to affect brand loyalty positively, and there is mediation role of community loyalty in the influence of customer engagement on brand loyalty in Mi Fans Indonesia community."

"Penelitian ini bertujuan untuk mengkaji dampak dari customer experience yang dibagi menjadi 4 elemen, yaitu cognitive experience, affectice experience, relational experience, dan sensorial experience, terhadap customer loyalty. Selain itu, penelitian ini juga mengkaji peran mediasi customer satisfaction dalam memperkuat pengaruh customer experience (cognitive experience, affective experience, relational experience, dan sensorial experience) terhadap customer loyalty dalam konteks penggunaan aplikasi "Alfagift" di Indonesia. Lalu, ada juga efek moderasi dari variable gender, usia, dan jenis device, yang nantinya dilihat apakah ada pengaruh yang signifikan dari perbedaan kelompok tersebut. Penelitian ini dilakukan dengan menyebarkan survei daring kepada 220 responden berusia 18-35 tahun yang pernah menggunakan aplikasi "Alfagift" selama 2 tahun ke belakang. Data yang diperoleh kemudian dianalisis menggunakan metode structural equation modeling (SEM). Hasil penelitian menunjukkan bahwa interaksi antara relational experience, sensorial experience, dan customer satisfaction berdampak positif terhadap customer loyalty. Namun, ada pengaruh yang tidak signifikan pada variable cognitive experience dan affective experience terhadap customer loyalty. Selain itu, ditemukan bahwa customer satisfaction memediasi pengaruh relational experience dan sensorial experience, namun tidak memediasi pengaruh cognitive experience dan affective experience. Untuk implikasinya, penelitian ini menyimpulkan bahwa akan lebih baik meningkatkan experience yang melibatkan relational dan sensorial konsumennya karena kedua variable tersebut terbukti signifikan dibanding 2 variable lainnya.

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This research aims to examine the impact of customer experience which is divided into 4 elements, namely cognitive experience, affective experience, relational experience, and sensorial experience, on customer loyalty. Apart from that, this research also examines the mediating role of customer satisfaction in strengthening the influence of customer experience (cognitive experience, affective experience, relational experience, and sensorial experience) on customer loyalty in the context of using the "Alfagift" application in Indonesia. Then, there is also the moderating effect of the variables gender, age, and type of device, which will later be seen to see whether there is a significant influence from these group differences. This research was conducted by distributing an online survey to 220 respondents aged 18-35 years who had used the "Alfagift" application for the past 2 years. The data obtained was then analyzed using the structural equation modeling (SEM) method. The research results show that the interaction between relational experience, sensorial experience, and customer satisfaction has a positive impact on customer loyalty. However, there is an insignificant influence on the cognitive experience and affective experience variables on customer loyalty. In addition, it was found that consumer satisfaction mediates the influence of relational experience and sensorial experience, but does not mediate the influence of cognitive experience and affective experience. As for the implications, this research concludes that it would be better to improve the experience that involves relational and sensorial consumers because these two variables have proven to be significant compared to the other two variables."

"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."

"Penelitian ini membahas mengenai pengaruh customer engagement melalui instagram terhadap customer loyalty pelanggan Somethinc. Terdapat variabel trust, commitment, dan customer value creation diantara hubungan keduanya. Pengumpulan data dilakukan melalui survei kepada 199 responden yang berdomisili di Indonesia, berusia diatas 18 tahun, mengikuti akun instagram Somethinc, dan pernah membeli produk Somethinc lebih dari satu kali. Metode penyebaran kuesioner dilakukan secara online menggunakan Google Form dan analisis data menggunakan Partial Least Square-Structural Equation Modelling (PLS-SEM) dengan software SMARTPLS 4. Hasil penelitian ini menunjukkan bahwa customer engagement berpengaruh secara positif dan signifikan terhadap trust, commitment dan customer value creation. Kemudian, trust berpengaruh secara positf dan signifikan terhadap commitment dan customer loyalty. Selanjutnya, commitment berpengaruh secara positif dan signifikan terhadap customer loyalty. Kemudian, customer value creation berpengaruh secara positif dan signifikan terhadap commitment dan customer loyalty

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This research discusses the influence of customer engagement through instagram on Somethinc customers' customer loyalty. There are variables of trust, commitment, and customer value creation between the two relationships. Data collection was conducted through a survey of 199 respondents who live in Indonesia, are over 18 years old, follow Somethinc's instagram account, and have purchased Somethinc products more than once. The questionnaire distribution method was carried out online using Google Form and data analysis using Partial Least Square-Structural Equation Modeling (PLS-SEM) with SMARTPLS 4 software. The results of this study indicate that customer engagement has a positive and significant effect on trust, commitment, and customer value creation. Then, trust has a positive and significant effect on commitment and customer loyalty. Furthermore, commitment has a positive and significant effect on customer loyalty. Then, customer value creation has a positive and significant effect on commitment and customer loyalty."

"Perkembangan teknologi, informasi, dan komunikasi yang semakin pesat mendorong munculnya berbagai merek gadget yang membuat persaingan ketat di pasar. Perusahaan yang bergerak di bidang teknologi, informasi, dan komunikasi ini perlu meningkatkan loyalitas pelanggan untuk mempertahankan eksistensinya, salah satunya dengan cara meningkatkan brand love. Penelitian terdahulu menemukan bahwa self-esteem dan social influences dapat menjadi variabel mediasi antara brand love dan brand loyalty. Salah satu perusahaan yang memiliki kecintaan merek dan loyalitas pelanggan yang tinggi adalah Apple dengan segmentasi pasar utamanya adalah Generasi Y. Penelitian ini bertujuan untuk menganalisis pengaruh brand love terhadap brand loyalty melalui self-esteem dan social influences sebagai variabel mediasi pada pengguna produk Apple, khususnya Generasi Y. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik purposive sampling dengan cara menyebarkan kuesioner secara daring (online questionnaire) kepada 200 responden. Hasil penelitian ini menunjukkan bahwa brand love memiliki pengaruh terhadap self-esteem, self-esteem memiliki pengaruh terhadap brand loyalty, brand love memiliki pengaruh terhadap social influences, serta social influences memiliki pengaruh terhadap brand loyalty. Kemudian, hasil sobel test menunjukan bahwa self-esteem dan social influences memediasi pengaruh brand love terhadap brand loyalty.

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The massive development of technology, information, and communication encourages the emergence of various brands of gadgets that make tight competition in the market. Companies engaged in technology, information, and communication need to increase customer loyalty to maintain their existence, one of which is by increasing brand love. Previous research found that self-esteem and social influences can be a mediating variable between brand love and brand loyalty. One company that has high brand love and customer loyalty is Apple with its main market segmentation being Generation Y. This study aims to analyse the effect of brand love on brand loyalty through self-esteem and social influences as mediating variables on Apple product users, especially Generation Y. This study uses a quantitative approach with purposive sampling technique by distributing online questionnaires to 200 respondents. The results of this study indicate that brand love has an influence on self-esteem, self-esteem has an influence on brand loyalty, brand love has an influence on social influences, social influences have an influence on brand loyalty. Then, the results of the Sobel test show that self-esteem and social influences mediate the effect of brand love on brand loyalty."

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

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