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Abstrak :
ABSTRAK
Skripsi ini dimaksudkan untuk melihat pengaruh dari penerapan strategi experiential marketing yang dilakukan pada salah satu perusahaan produk kecantikan terkemuka di dunia dan di Indonesia, yaitu The Body Shop Indonesia. Penelitian terdahulu telah membuktikan bahwa dimensi experiential marketing mempengaruhi perceived experiential value konsumen, tingkat kepuasaan pelanggan, dan tingkat loyalitas pelanggan terhadap merek tertentu. Penelitian ini didesain untuk mengetahui hubungan dan pengaruh antara experiential marketing, perceived experiential value, customer satisfaction, dan customer loyalty. Responden dalam penelitian ini adalah 236 konsumen yang telah mengunjungi dan/atau berbelanja di counters The Body Shop Indonesia di wilayah Jabodetabek dalam kurun waktu 3 bulan terakhir. Sebuah model penelitian dengan enam hipotesis diuji menggunakan Structural Equation Modeling (SEM) untuk mengetahui hubungan antara experiential marketing,perceived experiential value, customer satisfaction, dan customer loyalty. Hasil penelitian menemukan bahwa experiential marketing memiliki pengaruh terhadap ketiga variabel, yaitu tingkat perceived experiential value konsumen, kepuasan dan loyalitas pelanggan. Namun, diketahui pula bahwa tingkat perceived experiential value justru tidak berpengaruh signifikan terhadap loyalitas pelanggan. Pembahasan serta kontribusi dan saran penelitian juga dibahas.

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ABSTRACT
This research is conducted to examine the influence of experiential marketing strategy applied by one of the best beauty and cosmetics companies nationally and globally, The Body Shop Indonesia. Previous research showed that the dimensions of experiential marketing influenced consumers? perceived experiential value, customer satisfaction, dan customer loyalty. This research is designed to examine the relationship and the effect of experiential marketing on consumers? perceived experiential value, customer satisfaction, dan customer loyalty. It employed 236 sample respondents, who were included in this research if they have come to and/or shop at the counters of The Body Shop in Jabodetabek within the last 3 months. One conceptual framework and six hypotheses were tested by using Structural Equation Modeling (SEM) to analyze the relationship and effect of experiential marketing on consumers? perceived experiential value, customer satisfaction, dan customer loyalty. The result found that experiential marketing had significant influence on consumers?perceived experiential value, customer satisfaction, dan customer loyalty. On the other hands, consumers? perceived experiential value was found to be insignificantly influencing customer loyalty. Explanations, limitations and suggestions are also discussed.

Abstrak :
Pariwisata halal merupakan alternatif wisata Islami untuk memberikan layanan secara khusus kepada wisatawan muslim. Adanya pandemi COVID-19 berdampak pada sektor pariwisata di seluruh dunia. Akan tetapi, adanya potensi untuk meningkatkan peran teknologi dalam pemulihan pariwisata melalui pengembangan virtual tour. Tren penggunaan virtual tour pendukung pariwisata halal kurang diimbangi dengan penelitian yang mendukung. Penelitian ini menggunakan metode Design Science Research dengan mengembangkan virtual tour Sunan Ampel. Lalu dilakukan analisis pengaruh faktor experiential value terhadap virtual tour Sunan Ampel dengan metode Structural Equation Modelling. Terdapat lima fitur utama yang ada pada virtual tour Sunan Ampel, yaitu: profil, hotspot, self-guided tour, escorted tour, dan social sharing. Hasil evaluasi usability meliputi prototipe virtual tour Sunan Ampel telah efektif dengan nilai rata-rata completion rate 92%, efisiensi 74%, dan nilai SUS 84,75%. Penelitian ini mengkonfirmasi faktor flow, interactivity, dan telepresence sebagai technological experience berpengaruh signifikan terhadap nilai hedonis serta faktor flow dan telepresence berpengaruh terhadap nilai utilitarian. Faktor halal-friendly social environment and ambiance dan halal-friendly information and services sebagai halal-friendly experience berpengaruh signifikan terhadap nilai utilitarian dan nilai hedonis. Experiential value dari nilai utilitarian, nilai hedonis, dan religiosity berpengaruh signifikan terhadap niat berkunjung. ......Halal tourism is an alternative trend to provide special services to Muslim tourists. COVID-19 pandemic has impacted the tourism sector. However, there is potential to enhance the role of technology in tourism recovery, through the development of virtual tours. This research uses the Design Science Research method by developing a virtual tour Sunan Ampel and uses Structural Equation Modeling method to analysis the influence of the experiential value factor on the Sunan Ampel virtual tour. There are five main features in the Sunan Ampel virtual tour, namely: profiles, hotspots, self-guided tours, escorted tours, and social sharing. The Sunan Ampel virtual tour prototype has been effective with an average completion rate of 92%, efficiency of 74%, and SUS value of 84.75%. This study confirms that flow, interactivity, and telepresence as a technological experience have a significant effect on hedonic values, flow and telepresence have an effect on utilitarian values. Halal-friendly social environment and ambiance, halal-friendly information and services as halal-friendly experience have a significant effect on utilitarian and hedonic values. Experiential values from utilitarian, hedonic, and religiosity values have a significant effect on visiting intentions.

Abstrak :
Penelitian ini menguji dimensi E-service quality terhadap e-satisfaction melalui experiential value sebagai variabel mediasi pada Zalora Indonesia. Dimensi E-service quality yang digunakan adalah efficiency, fullfillments, system availability, privacy, responsiveness and trust. Dimensi experiential value diadopsi dari tipologi experiential value yang terdiri aesthetics, playfullness and customer return on investment (CROI). Penelitian ini menggunakan pendekatan kuantitatif, dimana data dan informasi yang dikumpulkan melalui survei dengan kuesioner online dan studi kepustakaan. Teknik analisis data yang digunakan adalah analisis multivariat, dengan menggunakan analisis jalur dan Uji Sobel SPSS. Hasil penelitian menunjukkan bahwa E-service quality memiliki pengaruh yang signifikan dan kuat terhadap e-satisfaction melalui experiential value sebagai variabel mediasi. ...... This study examines the dimensions of e-service quality toward esatisfaction through experiential value as mediating variable on Zalora Indonesia. The dimensions of e-service quality has been used is efficiency, fullfillments, system availability, privacy, responsiveness and trust. Experiential value dimensions adopted from tipology experiential value that consist of aesthetics, playfullness and customer return on investment (CROI). This research uses a quantitative approach, in which data and information were collected through surveys with the tools of online questionnaire and bibliographical studies. Analysis technique of the data used is multivariate analysis, using path analysis and Sobel Test on SPSS. The results showed that e-service quality has a significant and strong effect toward e-satisfaction through experiential value as a mediating variable.

Abstrak :
Penggunaan internet dalam menunjang aktivitas sehari-hari oleh masyarakat Indonesia maupun internasional mengalami peningkatan sehingga perusahaan memiliki urgensi untuk mengadaptasi strategi pemasaran konvensional ke ruang digital. Transaksi yang dilakukan secara digital melalui e-commerce memiliki arah yang berbeda dalam menentukan kepuasan pelanggan dibandingkan dengan toko konvensional, yaitu e-satisfaction. Perusahaan-perusahaan e-commerce C2C yang tidak bertanggung jawab penuh atas komunikasi langsung terhadap konsumen dan informasi teknis mengenai produk tidak dapat mengandalkan mitra-mitra dagangnya untuk meningkatkan kepuasan pelanggan. Oleh karena itu, experiential value menjabarkan proses transisi konsumen pasif menjadi aktif serta faktor-faktor yang memoderasi persepsi e-satisfaction ini. Penelitian ini mengambil 100 sampel pengguna Bukalapak.com yang telah menggunakan dan membeli produk dalam situs tersebut dengan teknik pengambilan sampel purposive sampling. Hasil penelitian ini menunjukkan bahwa variabel experiential value memberikan pengaruh langsung terhadap e-satisfaction dengan dimensi-dimensi dari nilai ekstrinsik sebagai dimensi-dimensi yang paling berpengaruh secara signifikan. Temuan ini dapat menjadi referensi bagi penelitian-penelitan selanjutnya maupun implikasi terhadap praktik pemasaran yang dapat menunjang experiential value dalam meningkatkan e-satisfaction, seperti e-service quality, brand experience, dan disiplin-disiplin pemasaran lainnya.

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The use of internet in terms of supporting daily activities in Indonesia and the international community has increased. Therefore, companies have the urge to adapt conventional marketing strategies into digital ecosystem. Digital transactions through e-commerce differed in determining customer satisfaction from conventional transactions. Hence, e-satisfaction is used as a measurement to measure customer satisfaction in the online ecosystem. C2C e-commerce companies are not responsible for direct communication to consumers and providing technical informations about the products. For these reasons, they can not rely on their trading partners in terms of improving e-satisfaction. Therefore, experiential value is used to describe the transition process of passive consumers to active consumers, as well as the factors that moderate the perception of e-satisfaction in the C2C marketplace environments. This study took 100 samples of Bukalapak.com 39s users who have used and bought products from the website. All respondents are collected using purposive sampling technique. The result of this study indicates that experiential value gives direct effect to e-satisfaction with dimensions of extrinsic value as the most significant dimensions. These findings may serve as a reference for further research and marketing practices that could support experiential value in improving e-satisfaction, such as e service quality, brand experience, and other marketing disciplines.

Abstrak :
Dengan semakin berkembang dan menjamurnya produk lokal di Indonesia, serta semakin banyaknya jenis media yang dapat memasarkan produk-produk tersebut, penting bagi para pelaku usaha untuk memahami strategi dalam mengelola mereknya agar dapat bersaing dengan merek lokal maupun merek luar. Penelitian ini membahas tentang perbandingan penerapan brand functional value dan brand experiential value terhadap evaluasi konsumen pada konteks strategi local branding dan foreign branding. Evaluasi konsumen pada penelitian ini diwakili oleh perceived quality, attitude toward the brand, purchase intention, dan komunikasi word of mouth. Metode penelitian yang digunakan ialah penelitian eksperimen dengan desain faktorial 2x2 yang menggunakan merek fiktif sebagai objek uji. Hasil penelitian menunjukkan bahwa terdapat perbedaan efek penerapan value pada aspek evalusi konsumen dalam konteks local branding dan foreign branding. Kombinasi strategi foreign branding dan experiential value menghasilkan nilai perceived quality, attitude toward the brand, dan purchase intention paling tinggi, sedangkan kombinasi strategi foreign branding dan functional value menghasilkan nilai word of mouth paling tinggi. ...... In today rsquo s local products growing number in Indonesia, as well as the increasing number of media types to market these products, it is important for local businessperson or organization to understand the strategy in managing their brands in order to compete with local and foreign brands. This study discusses the comparison between the application of brand functional value and brand experiential value toward consumer evaluation in the context of local branding and foreign branding strategy. Consumer evaluation is represented by perceived quality, attitude toward the brand, purchase intention, and word of mouth. The research method used is experimental research with 2x2 factorial design using fictitious brand as test object. The finding shows that there are differences in value application effect toward consumer evaluation in local and foreign branding context. The combination of foreign branding strategy and experiential value produces the highest perceived quality, attitude toward the brand, and purchase intention, while the combination of foreign branding strategy and functional value yields the highest word of mouth.