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Abstrak :
Loyalitas pelanggan adalah salah satu hal yang sangat penting dalam industri barang maupun jasa. Jika pelanggan sudah loyal pada perusahaan atau organisasi tertentu maka pelanggan akan terus menggunakan produk atau jasa dari perusahaan tersebut. Industri freight forwarder merupakan salah satu industri yang bergerak di bidang jasa. Freight Forwarder sebagai penyedia jasa logistik pihak ketiga yang melakukan pengiriman barang melalui beberapa mode transportasi yaitu udara ,laut dan darat. Jarang di temukan pelanggan yang hanya loyal pada satu perusahaan saja. Meningkatkan kualitas pelayanan terhadap pelanggan tentunya akan menjadi tujuan utama bagi pelaku industri freight forwarder. Penelitian ini dilakukan dengan tujuan untuk mengetahui faktor-faktor yang bisa meningkatkan kualitas pelayanan pada industri freight forwarder sehingga dapat dijadikan dasar untuk perbaikan demi meningkatkan loyalitas pelanggan. Penelitian sebelumnya menunjukkan bahwa faktor-faktor yang pengaruh terhadap loyalitas pelanggan. adalah perceived value, perceived quality, trust, customer complaint,dan image. Setelah dilakukan integrasi IPA dan Taguchi tampak bahwa sebenarnya terdapat hal-hal yang penting untuk ditingkatkan berkaitan dengan upaya untuk dapat menciptakan loyalitas pelanggan. Hal-hal tersebut adalah Trust, Image, dan Perceived Value. Indikator faktor yang berada dalam kuadran 4 (tingkatkan kinerja) adalah Care untuk faktor Trust, Reputation faktor Image, dan Considered to be a Good Buy untuk faktor Perceived Value.

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Customer loyalty plays an important role in industry both product and services. If customer become loyal to one company or organization then customer will keep using the company?s product and services. Freight Forwarder is a third party logistics services provider which shipped goods using air, sea and trucking transportation mode . It has been so rarely found a customer who loyal only to one company. Commonly, customer moved from one to another company. To improve the service quality would be very important for the forwarder. This research's goal is to find out the which factors that affect customer loyalty that need to be improved. Previous research shows that perceived value, perceived quality, trust, customer complaint and image are the factors affecting customer loyalty. Integrated Importance Performance Analysis and Taguchi method was used in this research as the tools. The result shows that factor Trust, Image, Perceived Value need to be improved. Importance Performance Analysis for each factors indicator shows that Care for Trust, Reputation for Image and Considered to be a good buy for Perceived Value are the factor that need to be improved.

Abstrak :
Menciptakan customer loyalty merupakan cara efektif untuk menjaga profitabilitas perusahaan. Salah satu usaha untuk menciptakan customer loyalty adalah dengan mengadakan loyalty program. Loyalty program sendiri merupakan salah satu implementasi dari relationship marketing. Tujuan penelitian ini adalah menganalisis bagaimana praktek relationship marketing yang dilakukan oleh The Body Shop lewat loyalty program ldquo;Love Your Body Club rdquo; dapat mempengaruhi customer loyalty. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan kuisioner yang disebarkan kepada 100 orang member The Body Shop di Jakarta dan dianalisis menggunakan analisis linear sederhana. Hasil dari penelitian ini menunjukan bahwa relationship marketing memiliki pengaruh yang signifikan terhadap loyalitas member The Body Shop di Jakarta. ......Creating customer loyalty is the effective way to save profitability of a company. One of the ways to achieve customer loyalty is creating loyalty program. Loyalty program is one of the implementation in relationship marketing. The objective of this research is to analyze how relationship marketing practice conducted by The Body Shop through loyalty program ldquo Love Your Body Club rdquo could affect customer loyalty. This quantitative research was accomplished by collecting questionnaires from 100 members of The Body Shop in Jakarta and analyzed with linear regression. The result of this research indicated that relationship marketing had a significant influence to customer loyalty of The Body Shop members in Jakarta.

Abstrak :
Companies are forever being more creative in their branding strategies, building identities ranging from the warm-and-fuzzy to the ultra-cool and edgy. But it seems that many of these enterprises forgot that a brand, at its heart, is a promise to deliver. If the brand experience does not live up to that promise, customers will take their business elsewhere. "Brand Real" is a business strategy guide for making a brand's promise stand up at every customer touch point. Packed with proven, repeatable management practices, the book shows how to establish a clean brand architecture while avoiding the needless complexity that has tripped up many promising companies. Author Laurence Vincent presents cautionary tales of supposed brand superstars as well as instructive case studies of genuine brand giants like American Express, Apple, Cisco, Google, Qualcomm, Virgin, and others. Readers will learn how to connect the outward-facing elements of their brands-logos, advertising, imagery, communications-directly to the core elements of business strategy and forge a powerful and lasting connection with their customers.

Abstrak :
Persaingan global dan krisis perekonomian dunia yang sedang melanda dewasa ini, membuat suatu organisasi harus memproduksi barang maupun jasa yang mempunyai kualitas sangat bagus sehingga membuat pelanggan sangat puas dan loyal. Penelitian ini bertujuan untuk menghasilkan model hubungan antar faktor untuk meningkatkan loyalitas pelanggan. Metode penelitian yang digunakan adalah model Service Quality dan Structural Equation Modeling yang diuji coba pada suatu perusahaan trading bahan kimia. Penentuan faktor penelitian diperoleh dengan melakukan focus group discussion bersama 9 orang pakar, kemudian diperoleh 263 responden. Hasil penelitian menunjukkan semua faktor pada ServQual menghasilkan nilai gap negatif, yang menunjukkan perusahaan belum dapat memenuhi ekpektasi pelanggan. Hasil SEM menunjukkan bahwa variabel yang signifikan berpengaruh pada customer satisfaction adalah people, situation dan product. Sedangkan variabel yang berpengaruh kepada customer loyalty adalah customer satisfaction, product, situation, people.

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Global competitiveness and the world economic crisis that hit the world these days have affected many organizations in such a way that an organization must produce very high quality goods or services to satisfy their customers and hence obtaining customers loyalty. Research method used is a model of Service Quality and Structural Equation Modeling were implemented in a chemical trading company. The determination of research obtained by conducting Focus Group Discussion with 9 experts, then obtained 263 respondents. The results showed that all the factors on ServQual have produced negative gap values, which indicated that the company could not meet customer expectations. On the other hand, SEM results indicated that significant variables that affected customer satisfaction are people, situation and product, whereas the variables that affected customer loyalty are customer satisfaction, product, situation, people.

Abstrak :
Loyalitas pelanggan adalah komitmen untuk melakukan pembelian kembali suatu barang atau jasa yang menjadikan pelanggan tersebut tidak mudah beralih ke kompetitor. Perusahaan dapat meningkatkan loyalitas pelanggan dengan menerapkan loyalty program. Penelitian ini bertujuan untuk menganalisis loyalitas pelanggan pada Go-Jek di Jabodetabek studi pada loyalty program Go-Jek Indonesia. Penelitian ini menggunakan pendekatan kuantitatif, jenis penelitian deskriptif, metode survey dengan menyebarkan kuesioner ke 150 responden dengan teknik purposive sampling. Hasil penelitian menunjukkan bahwa loyalitas pelanggan Go-Jek di Jabodetabek termasuk tinggi. Lebih khusus lagi, hasil dari penelitian ini juga menunjukkan bahwa dari ketiga kategori responden yang sebelumnya dibagi berdasarkan keterlibatannya dalam loyalty program Go-Jek Indonesia, kategori responden yang terdiri dari pengguna layanan Go-Jek yang terlibat dalam loyalty program menunjukkan loyalitas yang lebih tinggi dibandingkan pengguna layanan Go-Jek lainnya. ...... Customer loyalty is a commitment to re purchase a product service and resist to switch to another product or brand. A firm can increase customer loyalty by implementing loyalty program. This research was conducted with the aim to analyse customer loyalty at Go Jek in Jabodetabek focusing on loyalty program by Go Jek Indonesia. This study was conducted using quantitative research approach with descriptive type of research and survey method by collecting questionnaires from 150 respondents with purposive sampling. The result shows that customer loyalty at Go Jek in Jabodetabek is high. More specific, this research finds that among the three categories of respondents divided by involvement in Go Jek rsquo s loyalty program, the category of respondents which consist of respondent who had involved in Go Jek rsquo s loyalty program shows higher loyalty than the other categories of respondents.

Abstrak :
Sektor properti di Indonesia semakin menunjukkan keberadaannya sebagai salah satu sektor yang terns tumbuh dan menjanjikan keuntungan bagi mereka yang terlibat di dalamnya. Salah satu sub-sektor properti yang paling dominan pertumbuhannya adalah mal dan trade center. Tingginya tingkat pertumbuhan ini telah menimbulkan tingkat persaingan di antara para pengelola pusat perbelanjaan tersebut. Penelitian ini mencoba melihat fenomena event yang banyak diseleng-garakan oleh pusat-pusat perbelanjaan di Jakarta. Dengan menggunakan sudut pandang experiential marketing dari Bernt Schmitt, penulis mencoba menganalisis kaitan antara pengalaman yang dirasakan oleh seseorang yang menghadiri event tersebut dengan tingkat loyalitas yang dimilikinya setelah menyaksikannya. Mengambil objek penelitian Jazzy Friday di Pasar Festival Jakarta, penelitian ini membatasi pokok permasalahan ke dalam 3 hal, yaitu (a) bagaimana event Jazzy Friday digunakan sebagai bagian dari strategi komunikasi pemasaran terpadu Pasar Festival; (b) bagaimana Holistic Experience dapat mempengaruhi loyalitas pengunjung event Jazzy Friday; dan (c) faktor-faktor SEMs mana yang paling mempengaruhi loyalitas pengunjung event Jazzy Friday. Sedangkan metodologi yang digunakan adalah eksplanatif supaya dapat menemukan alasan dari yang melatar¬belakangi fenomena tersebut. Adapun kesimpulan umum dari penelitian ini bahwa sebagai salah satu media komunikasi dari Pasar Festival, Jazzy Friday belum digunakan secara optimal. Terdapat beberapa haI yang hams ditingkatkan demi menciptakan loyalitas yang tinggi dari para pengunjung. Salah satu hal yang paling mendasar adalah menyangkut konsep awal dari event itu sendiri yang merupakan landasan panting bagi keseluruhan program tersebut.

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The property sector in Indonesia has shown its existence as one of the most constantly growing sectors and also promising benefit for those whose involve in this business. One of the most dominant sub sectors in property is mall and trade center. The high growth of this sub sector has caused the increasing level of competition among those shopping centers management. This research tries to explore the phenomena of event which held by many shopping centers in Jakarta. Using the experiential marketing point of view from Bernt Schmitt. the writer wish to analyze the correlation between the experience customers achieved while attending the event, with the level of loyalty they have after attending the event. With Jazzy Friday at Pasar Festival Jakarta as the research object, the main problem of this research is limited into three points, i.e: (a) how Jazzy Friday event is used as a part of integrated marketing communication strategy at Pasar Festival; (b) how the holistic experience could influence the loyalty level of Jazzy Friday's visitors; and (c) which of SEMs factors has the most influence to the loyalty level of Jazzy Friday's visitors. The descriptive explanative methodology is used in order to provide the specific description in detail about the real condition of the implementation of Jazzy Friday itself The general conclusion of this research is that as one of communication medias in Pasar Festival, Jazzy Friday has not been used in its optimal capacity. There are many aspects that should be improved to create the high level of loyalty of their visitors. One of these basic aspects is the concept of the event itself, which is a very important foundation for the entire program.

Abstrak :
Jumlah komunitas kendaraan roda dua saat ini semakin meningkat, namun komunitas-komunitas hanya sedikit memperoleh dukungan dari pihak produsen. Hal ini sangat berbeda dengan yang dilakukan oleh produsen Harley Davidson yang mempergunakan komunitas pelanggan untuk meningkatkan keterlibatan konsumen terhadap produk dan Ioyalitas pelanggan. Penelitian ini bertujuan untuk mengetahui aktivitas pelanggan dalam komunitas terhadap Ioyaiitas pelanggan. Tipe penelitian ini adalah deskriptif analisis dengan pendekatan kuantitatif. Profil anggota komunitas digunakan untuk memperoieh gambaran tentang demografi anggota komunitas pada segmen 100 s.d. 125 cc. Perilaku pelanggan diukur dengan variabel Perceived Used Value (PUV) untuk mengetahui persepsi konsumen terhadap produk, dan variabel Customer Bonding untuk mengetahui respon konsumen terhadap aktititas produsen yang melibatkan customer. Populasi yang digunakan dalam penelitian adalah komunitas pelanggan yang memiliki kendaraan sejenis yaitu, Honda Karisma, Yamaha Jupiter, dan Suzuki Shogun 125. Teknik pengambilan sampei secara insiden kritis sehingga diperoleh jumlah responden sebanyak 100 orang. Dari hasil perhitungan PUV dimensi global diperoleh skor perfomance sebesar 6,28, durability 6.35, feature sebesar 5,89, consistency sebesar 5,67, design sebesar 6,06, service reliability sebesar 5,97, responsiveness sebesar 6,05, tangible sebesar 5,68, estetika sebesar 5,87, seif expressive value sebesar 5,78, dan kemudahan sebesar 6,07. Hasil perhitungan pada community bonding diperoleh skor total sub variabel awarennes bonding sebssar 4,20, relationship bonding sebesar 4,09, community bonding sebesar 4,23 dan advocacy bonding sebesar 4,09. Rekomendasi dari penelitian ini, yaitu diperlukan peningkatan kualitas produk, aktivitas customer bonding, dukungan pada komunitas pengguna, serta reorganisasi pada komunitas pengguna. ......Amount of community of motorcycle in this time progressively mount, but scanty community get support from producer. This is matter very differing from which done by Harley Davidson producer utilizing customer community to increase involvement of consumer to customer loyality and product. This research aim to know customer activity in community to customer loyality. This Research type is descriptive analysis with quantitative approach. Member community profile used to get picture about community member demography at segment 100 to 125 cc. Behavioral of customer measured with Perceived Used Value variable (PUV) to know consumer perception to product, and Customer Bonding variable to know consumer respond to producer activity entangling customer. Population which is used in research is customer community owning vehicle of a kind that is. Honda Karisma. Yamaha Jupiter, and Suzuki Shogun 125. Technique intake of sampel incidently critical is so that obtained by the amount of responder counted 100 people. From result of calculation of obtained by global PUV dimension of performance score equal to 6.28, durability 6.35. feature equal to 5.89, consistency equal to 5.67. design equal to 6.06, reliability service equal to 5.97, responsiveness equal to 6.05, tangible equal to 5.68. esthetics equal to 5.87, value expressive self equal to 5.78. and amenity equal to 6.07. Result of calculation at community bonding obtained by total score of awarennes bonding variable sub 4,20. relationship bonding equal to 4.09, community bonding equal to 4.23 and advocacy bonding equal to 4.09. Recommendation from this research, that is needed bythe make-up of the quality of product, customer bonding activity, support at consumer community, and also reorganization at consumer community.