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"In a tight market, your most powerful growth engine?and your best protection from competitive inroads?is this: put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become ?walking billboards? who will happily promote your brand."

"Penelitian ini bertujuan untuk mengetahui apakah ada hubungannya antara faktor syariah, bauran pemasaran (produk, harga, lokasi, promosi, SDM, proses, fisik); karyawan, dan investor terhadap loyalitas nasabah bank syariah.Metode pengumpulan data dengan menggunakan kuesioner dan teknik analisa deskriptif statistik dan korelasi Kendal tau (r) terhadap 100 responden sebagai sampel populasi penelitian (nasabah bank Muamalat Indonesia cabang Sudirman), disimpulkan bahwa variabel independen yang memiliki korelasi signifikan pada level 0,01 adalah Syariah (0,352), Produk (0,308), Harga (0,232), Promosi (0,343), SDM (0,268), dan Proses (0,317), sedangkan yang signifikan pada level 0,05 adalah Lokasi (0,172), Fisik (0,189), dan faktor loyalitas karyawan (0,191). Semua variabel tersebut bertanda positif yang menunjukkan bahwa peningkatan variabel-variabel tersebut akan meningkatkan juga loyalitas nasabah. Sedangkan variabel loyalitas investor menunjukkan korelasi yang tidak signifikan dengan loyalitas nasabah.

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This research aims to evaluate the factors that correlation affects to decision in customers loyalty of Islamic Banking (Bank Muamalat Indonesia branch Sudirman). The factors that being tested represent 10 aspect of analyses as follows syariah aspect, product aspect, price aspect, promotion aspect, place aspect, people aspect, physical evidence aspect, process aspect, employee loyalty aspect, and investor loyalty aspect.With using 100 questionnaires distributed to customers of Islamic Banking in Bank Muamalat Indonesia branch Sudirman and using kendal tau model, the results of the research indicates variables that correlation decision of customers loyalty significantly level of 0,001 are Syariah aspect (0,352), Product aspect (0,308), Price aspect (0,232), Promotion aspect (0,343), People aspect (0,268), and Process aspect (0,317). The significantly correlation level of 0,005 are place aspect (0,172), physical evidence aspect (0,189), and employee loyalty aspect (0,191). There are aspects with sign positive to correlation and effect the influencing aspects of customers loyalty to use the Bank Muamalat Indonesia. The investor loyalty aspect is no correlations siqnificantly with decision of customer?s loyalty."

"Industri telekomunikasi pada saat ini sedang mengalami booming dan perkembangan yang begitu pesat baik terutama dari sisi teknologi dan layanan yang dapat ditawarkannya. Perkembangan industri ini di Indonesia tidak jauh beda jika dibandingkan dengan negara - negara tetangga yang memiliki jumlah pelanggan yang lebih sedikit dibandingkan dengan Indonesia. Banyaknya operator telekomunikasi telah ada dan operator baru akan menjadikan industri ini menjadi lebih menarik untuk mendapatkan perhatian.Penelitian ini bertujuan untuk melihat interaksi di dalam dunia telekomunikasi yang terjadi diantara kepuasan pelanggan, switching barrier dan kesetiaan pelanggan, mengetahui seberapa besar hubungan dan pengaruh yang ada diantara kepuasan pelanggan terhadap kesetiaan pelanggan, switching barrier terhadap kesetiaan pelanggan dan kepuasan pelanggan bersama - sama dengan swithcing barrier terhadap kesetiaan pelanggan.Metodologi penelitian yang dipakai adalah riset eksploratoris dan riset deskriptif. Riset eksploratoris berguna untuk mendapatkan gagasan, wawasan dan pemahaman atas situasi permasalahan yang dihadapi, serta riset deskriptif bertujuan untuk mencari informasi dan data. Metode pengumpulan data yang digunakan adalah survei dengan judgemental dan convenience sampling.Berdasarkan profil responden yang disurvei di 5 kota yaitu Jakarta, Bogor, Depok, Tangerang dan Bekasi, dapat diketahui bahwa kartu seluler yang pertama dimiliki dan paling sering digunakan adalah kartu prabayar dengan pengguna dominan adalah para pelajar/mahasiswa, dominan berdomisili di Jakarta dan sebagian besar tidak memiliki keinginan untuk berpindah ke operator lainnya.Kepuasan pelanggan yang selama ini dipercaya memiliki pengaruh besar terhadap kesetiaan pelanggan ternyata setelah melalui proses pada hasil penelitian ini temyata tidaklah begitu penting pengaruhnya terhadap loyalitas pelanggan. Sementara switching barrier justru memiliki pengaruh yang jauh lebih besar terhadap loyalitas pelanggan dibandingkan kepuasan pelanggan itu sendiri, walaupun pada dasamya pengaruh dari switching barrier tersebut tidaklah terlalu signifikan.Hasil penelitian ini dapat digunakan sebagai dasar bagi para praktisi di dunia telekomunikasi khususnya di level operator telekomunikasi dalam menentukan arah konsentrasi perusahaan untuk lebih customer-oriented. Walaupun demikian, penelitian ini baru mencakup daerah - daerah di Jakarta dan sekitarnya, untuk mendapatkan pengertian yang Iebih jelas akan interaksi antara kepuasan pelanggan, switching barrier dan loyalitas pelanggan di dunia telekomunikasi, proses survei dan hasil dari penelitian ini bisa menjadi acuan untuk penelitian yang dapat menjangkau daerah yang lebih luas dan penelitian yang lebih mendalam berdasarkan karakteristik masing - masing daerah di nusantara ini.

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Trends in worldwide telecommunication market is still experiencing a real fast development in its technology which also leads to fast development of services the telecommunication could offer to the market. And the same trend also takes place in Indonesia which has a large total number of subscribers where the market condition now is becoming more interesting to watch since there will be new entrants in this industry. This paper aims to seek the real interactions amongst customer satisfaction, switching barriers and customer loyalty, to understand how is the relations and how big the impacts of customer satisfaction towards customer loyalty, switching barriers towards customer loyalty and customer satisfaction together with the switching barriers towards customer loyalty.This paper utilizes exploratory and descriptive researches. The exploratory research will be useful in order to have understandings and ideas with regards to the identified problems meanwhile descriptive research aims to investigate the data. And the method of data collection is judgmental and convenience sampling.According to result of the survey which took place in Jakarta, Bogor, Depok, Tangerang and Bekasi, it is found that most of the respondents are using the pre-paid numbers as their first mobile number and as their most frequently used number, where the status of the respondents are mostly students or graduate students, domiciled in Jakarta and most of them do not have any intentions to switch to the other operators.It is also found that customer satisfactions, which previously believed as the most important factor that influencing customer loyalty, have only very little impact towards customer loyalty. Meanwhile switching barriers are then found as the most influencing factors towards customer loyalty compared to customer satisfaction, even though switching barriers itself do not have significant impacts towards customer loyalty.The results of this research will be useful for managers, executives and anyone in telecommunication industry especially those who works for Telco operators in defining and determining the company's policy of their customer oriented strategy. Nevertheless, the research only held in Jakarta areas. And if a full grasp of understanding regarding customer satisfactions, switching barriers and customer loyalty in telecommunication industry in Indonesia are required, the survey should be done covering more cities and more deep survey related to characteristics of each areas in Indonesia should considered necessary."

"Penelitian ini secara empires menguji tentang peranan kepuasan emosional di saat menerimna suatu layanan. Secara khusas studi ini ingin meneliti hubungan antara kepuasan emosional dengan kousep-konsep kernel yang terlibat didalamnya seperti kualitas layman, loyalitas pelanggan, dan. kualitas hubungan. Untvk mengldarifikasi peranan kepuasan emosional dalam menduga kualitas hubungan dan loyalitas pelanggan maka dalam penelitian ini akan dilibat hubungan antara kualitas Iayanan ,kepuasan emosional, kualitas hubungan dan loyalitas pelanggan.Data yang digu.nakan dalam penelitian ini berasal dari responder' penguna layanan sewa ken daraan pada perusabaan PT. Serasi Autoraya - TRAC Astra Rent A Car berkaitan dengan evaluasi tentang pengalaman mereka pada saat melakukan proses transaksi.Data yang diperoleh kemudian dilakukan analisis dengan menggunakan analisis regresi sederhana dan analisis regresi berganda.Hasil penelitian menunjukkan bahwa kualitas layman berasosiasi positif dengan kepuasan emosional dan kepuasan emosional berasosiasi positif dengan kualitas hubungan dan loyalitas pelanggan, demikian jugs halnya kualitas hubungan berasosiasi positif dengan loyalitas pelanggan.Basil penelitian ini menunjukkan secara tidak langsung tentang perlunya peruisahaan layanan secara strategi memperhatilran hal-bal yang menjadi awal terbentuknya loyal itas pelanggan dan kualitas hubungan dalam rangka mempertahan pelanggan dan pencapaian keuntirngan jangka panjang.

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This research empirically examined the role of emotional satisfaction in service encounters. Spec tally, this study seeks to investigate the relationship between emotional satisfaction and key concepts, such as service quality, customer loyalty, and relationship quality. To clarify the role of emotional satisfaction in predicting relationship quality and customer loyalty in doing so, this study uses relationship between service quality, emotional satasifaction, relationship quality, and customer loyalty.

Data used in this research is from the respondent of the customer of car rental company PT Serasi Autoraya - TRAC Astra Rent A Car concerning their evaluations of their transactions experi nces_The collected data then analysis by using simple regression and multiple regression.

The result of this research shows that service quality positively associated with emotional satisfactions and emotional satisfaction positively associated with relationship quality and customer loyalty and also relationship quality positively assosiated with customer loyalty.

This finding implies the need for service firm to leverage strategically on the key antecedents of customer loyalty and relationship quality in its pursuit of customer retention and long term profitability."

"Spells out surefire strategies for success in an entertaining, and practical way. This book reveals inside secrets of successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who can spread the word far and wide-online and off."

"The purpose of the research is to identify the relationship between service quality, customers satisfaction and store loyalty within the retail departement store context...."

"Pesatnya pertumbuhan dan tingginya persaingan café dan restoran, manajemen restoran harus bisa memenuhi keinginan pelanggannya, hal itu dapat diwujudkan dengan memberikan nilai lebih dan pengalaman-pengalaman yang unik kepada konsumennya. Terlepas dari teknologi yang sudah maju, pengalaman dapat dijadikan strategi baru dalam pemasaran global saat ini.Penelitian ini adalah penelitian kuantitatif, dengan varibel experiential marketing sebagai variable independen dan variable loyalitas pelanggan sebagai variable dependen. Teknik pengumpulan data yang dilakukan adalah dengan cara menyebarkan kuesioner. dimensi waktu pada penelitian ini bersifat cross sectional. Sampel yang dipilih adalah konsumen yang telah melakukan kunjungan ke Hard Rock Cafe Jakarta minimal 2 kali.Hasil yang diperoleh dari penelitian ini adalah, adanya pengaruh experiential marketing terhadap loyalitas pelanggan. Hal ini dibuktikan pada hasil dari pengolahan data yang mana nilai dari mean setiap dimensi dalam kategori tinggi. Selain itu diketahui juga dimensi sense adalah dimensi yang paling dominan dari variabel independen (experiential marketing) dalam mempengaruhi loyalitas pelanggan. Hasil penelitian ini dapat menjadi referensi bagi Hard Rock CafeJakarta, untuk lebih meningkatkan loyalitas pelanggan dan bersaing dengan kompetitornya.

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The rapid and growth and increasing competition of café and restaurant, makes the management needto fulfill the costumers wants. It can be manifested by giving more added value and unique experiences to their consumers. Apart from the fact that technology is advancing, experiences can be applied as a new strategy in global marketing nowadays.This research is a quantitative research, with experiential marketing as independent variable and consumer loyalty as dependent variable. The technique of data gathering is by spreading questionnaire. The time dimension in this research is cross sectional. The chosen sample is the consumers who have visited Hard Rock Café at least twice.The results from this research is, experiential marketing is influencing consumer loyalty. This is proven by data tabulations which the value of mean of each dimension is on high category. Besides that, it is known that sense dimension is a most dominant one from the independent variable (experiential marketing) in influencing consumer?s loyalty. This research result can be reference to Hard Rock Café Jakarta, to increase consumer loyalty and compete better."

"The Way for Maintaining Customer Loyality and Using of E-Commece in Developing Company Such as Small And Medium Enterproses. This paper aims to analyze the way of maintaining customer loyalty of company in developing their business. One of the way is providing of customer loyalty program with the reward point given to their customer. Beside that, this study analyze also the usefulness of e- commerce in developing Small and Medium Enterprises. Definitely ,the use of e- commerce able to drive business of small and Medium Enterprises quickly and promptly. Involving e-commerce in developing small and medium enterprises (SMEs)is very crucial and important There are some potential benefits derived from the strategic use of e-commerce provide: i) Enhanced customer services, ii) Reduced transaction costs, iii) Increased business efficiencies, iv) Improved operational flexibility, v). Obtaining competitive advantages and vi). Improved product and service delivery. . This study use Descriptive Qualitative Analysis Method based on the observation of the current situation of e-commerce usefulness in developing company such as small and medium enterprises and the way of maintaining customer loyally in business development This study shows that both low customer awareness about point- based reward programs and, not surprisingly, low redemption rates. More specifically, lack of awareness about the reward points programs and the redemption procedure was shown. The important conditions positively affecting redemption of reward points were found to include awareness of the reward point program, a positive attitude about the incentives, and average frequency of credit card usage. Also, redemption rates were higher for cards that had been issued more recently. This study find also that e- commerce has big part role in developing Small and Medium Enterprises. In this, e- commerce can develop promotion and selling volume of Small and Medium Enterprises by the smart electronic mechanism."

"Penelitian ini bertujuan untuk menganalisis dan mempelajari perilaku konsumen yang dalam menumbuhkan tren kegiatan belanja online. Karena Indonesia sekarang dianggap sebagai salah satu pasar e-commerce terbesar di Asia, aktivitas belanja online juga meningkat secara eksponensial. Karena peningkatan aksesibilitas ke layanan internet, pembelian online tidak pernah semudah ini. Penelitian ini mempelajari hubungan antara produk digital dan Loyalitas Pelanggan. Data dikumpulkan oleh survei online kepada konsumen yang sudah terbang dengan Garuda Indonesia dalam tiga tahun sebelumnya dan setidaknya telah mencoba salah satu dari tiga produk digital di GarudaMiles seperti pendaftaran online GarudaMiles, penukaran online, atau jarak tempuh klaim online. Analisis dilakukan dengan menggunakan pendekatan dua langkah: Confirmatory Factor Analysis (CFA) dan Structural Equation Model (SEM) untuk Hubungan Kausal. Hasilnya menggambarkan bahwa fitur digital yang mewakili kepuasan sistem tidak memiliki hubungan dengan Loyalitas Pelanggan. Hasil ini karena dalam layanan penuh maskapai tidak semua kenyamanan konsumen dengan teknologi. Dalam hasil penelitian sebelumnya, pemohon tidak semuanya dari maskapai layanan penuh. Hasil ini menunjukkan bahwa tidak semua produk harus memiliki fitur digital.

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This research aims to analyze and study the behavior of consumer which in growing trend of online shopping activities. As Indonesia is now posed to be one of the biggest e-commerce market in Asia, the online shopping activity has also increased exponentially. Due to the increased accessibility towards internet service, online purchase has never been easier. This research studied the relation between digital product and Customer Loyalty. Data was gathered by an online survey to consumer that already fly with Garuda Indonesia in previous three years and at least have try one of three digital products on GarudaMiles such as GarudaMiles online registration, online redemption, or online claim mileage. The analysis is conducted using two-step approach: Confirmatory Factor Analysis(CFA) and Structural Equation Model (SEM) for Causal Relationship. The result describes that digital feature that represent by system satisfaction is not having relation with Customer Loyalty. This result because in the full service airlines not all the consumer's convenience with technology. In previous research result the applicant is not all from full service airlines. This result show that not all product should have digital feature."

"Tantangan untuk memperoleh kepuasan dan loyalitas pelanggan semakin besar di persaingan yang semakin kompetitif saat ini. Terutama pada sektor perbankan yang menawarkan produk yang relatif sama seperti sektor perbankan. Studi sebelumnya telah membuktikan bahwa inovasi layanan merupakan kebutuhan yang tidak dapat dihindari untuk kelangsungan hidup perusahaan dan sangat penting untuk mempengaruhi kepuasan dan loyalitas pelanggan dalam industri perbankan. Di sisi lain, model konseptual yang matang mengenai faktor yang mepengaruhi kepuasan dan loyalitas pelanggan sudah lebih dulu ditemukan dengan mempertimbangkan service quality sebagai antecedent. Penelitian ini bertujuan untuk mengembangkan dan memvalidasi model konseptual baru dari kepuasan dan loyalitas pelanggan di industri perbankan Indonesia dengan inovasi layanan dan konsep kualitas layanan sebagai anteseden, dengan juga dimensi kualitas layanan yang digunakan. Untuk memvalidasi model konseptual yang diusulkan, survei online dilakukan dan data dari 274 pelanggan bank ritel sampel di Indonesia digunakan. Analisis data menggunakan Structural Equation Modeling (SEM). Hasil SEM menunjukkan bahwa inovasi layanan berpengaruh positif terhadap kualitas layanan, kepuasan, dan loyalitas pelanggan, sedangkan service quality berpengaruh positif pada kepuasan pelanggan, namun tidak berpengaruh terhadap loyalitas pelanggan. Kemudian, kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. Studi ini memperkaya studi yang ada yang berfokus pada kepuasan dan loyalitas pelanggan dalam perbankan terutama dalam konteks negara berkembang.

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Customer satisfaction and loyalty are more challenging to obtain in today increasingly competitive market including banking sector which offered relatively similar product. Earlier study has proven that service innovation is an inevitable necessity for firm's survival and is critical to influence the customer satisfaction and loyalty in banking industry. On the other hand, a well-developed conceptual model of satisfaction and loyalty in service industry has been established, considering service quality as the antecedent. This study is aimed to develop and validate a new conceptual model of customer satisfaction and loyalty in Indonesia banking industry with service innovation and service quality concept as the antecedent, with also employed service quality dimensions. In order to validate the proposed conceptual model, online survey was conducted and data from 274 sampled customers of retail bank in Indonesia was used. The data analysis employed Structural Equation Modeling (SEM). SEM results show that service innovation has positive effect to service quality, customer satisfaction and loyalty while service quality has positive impact on customer satisfaction, and customer satisfaction has positive impact on customer loyalty. However, the effect of service quality to customer loyalty was not supported. This study enriches existing study which focus on customer satisfaction and loyalty in banking especially in emerging country context. Moreover, this study provides additional knowledge with incorporating service innovation and service quality as antecedent of customer satisfaction and loyalty in banking industry."