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This study highlights the role of packaging design in attracting consumers and building brand loyalty in a competitive market. As a growing bakery brand in DKI Jakarta, Bakerman faces challenges in maintaining customer loyalty amid intense competition. Packaging design not only serves as product protection but also as a communication tool that shapes consumer perceptions of product quality and value. This study aims to analyze how packaging design elements, such as color, typography, and materials, influence Bakerman’s brand loyalty. Using a quantitative approach through surveys, data is collected from consumers in DKI Jakarta and analyzed using linear regression to understand the relationship between packaging design and brand loyalty. The findings are expected to contribute to the field of visual communication design and consumer behavior. Practically, this research provides strategic recommendations for Bakerman to optimize packaging design in strengthening customer loyalty and market competitiveness.

This study aims to analyze the influence of Uses and Gratifications Theory (U&G Theory) dimensions—including hedonic gratification (perceived enjoyment), utilitarian gratification (perceived utility and self-presentation), and social gratification (social presence) as well as perceived network size on continuous purchase intention. In addition, the study explores the mediating role of perceptions of digital celebrities in the context of live streaming shopping for modest fashion products on TikTok. A quantitative approach was employed using a survey method involving 429 TikTok users who had purchased modest fashion items through live streaming. The data were analyzed using covariance-based Structural Equation Modeling (SEM) with AMOS software. The findings reveal that perceived utility, self-presentation, and social presence positively influence continuous purchase intention, whereas perceived enjoyment shows no significant effect. Furthermore, perceived network size has a significant impact on perceived enjoyment, perceived utility, and social presence. The study also demonstrates that perceptions of digital celebrities mediate the relationship between perceived network size and all dimensions of U&G Theory. These results enrich the literature on consumer motivation and behavior in live streaming commerce and offer strategic implications for businesses in designing relevant content and collaborations to foster customer loyalty.

This study aims to examine the effect of attitude and brand innovation on brand equity among Bank Mandiri Customers in West Jakarta. In the face of increasing competition in the banking industry, effective brand management is crucial for maintaining market position and enhancing customer loyalty. This research uses a quantitative approach by analyzing data from 100 respondents who are involved in transactions at Bank Mandiri. The data is analyzed using Structural Equation Modeling (SEM) to explore the relationships between variables. The findings show that both brand attitude and brand innovation have a significant positive effect on brand equity. Specifically, a positive brand innovation enhances perceptions of quality and the brand’s competitiveness in the market. This study provides practical implications for Bank Mandiri’s management in formulating more effective marketing strategies by considering these two factors. The research also emphasizes the importance of innovation that aligns with customer expectations in strengthening brand equity in the competitive banking market.

The bodywork industry in Indonesia is under high competitive pressure, requiring companies to be more adaptive in understanding customer behavior in order to maintain business continuity. PT. Bengawan Karya Sakti as one of the national bodywork companies, has not optimally utilized historical transaction data to assess customer loyalty. This study aims to identify customer loyalty segmentation through the application of the RFM (Recency, Frequency, Monetary) method, which is used to analyze sales transaction data in 2022 and 2023. The study uses the CRISP-DM approach which includes the stages of business understanding, data exploration, data cleaning and processing, modeling, evaluation, and implementation of results. The transaction data analyzed includes attributes of transaction date, customer, number of transactions, and transaction value, which are then processed into RFM scores based on the transaction year and classified into categories such as Very Loyal, Loyal, At Risk, and others. The segmentation results show an increase in the number of very loyal customers from 2022 to 2023, as well as a significant decrease in inactive and at-risk customers. The chi-square statistical test shows that the difference in customer distribution between years is statistically significant (p-value <0.05), indicating a real influence from the company's strategy or external factors. The main conclusion of this study is that the RFM method is effective in the bodywork industry to support data-based marketing decision making and more targeted customer retention strategies.

This study aims to analyze the influence of service quality and customer trust on customer satisfaction and customer loyalty among DANA e-wallet users in DKI Jakarta, both directly and indirectly through customer satisfaction as a mediating variable. Data were collected from 235 respondents through an online questionnaire and analyzed using Structural Equation Modeling (SEM) with the Partial Least Squares (PLS) approach. The results indicate that service quality and customer trust have a positive and significant effect on customer satisfaction. However, neither variable has a significant direct effect on customer loyalty. Conversely, customer satisfaction shows a positive and significant influence on customer loyalty and serves as a mediator between service quality and customer trust toward customer loyalty. The instrument's validity and reliability were confirmed through outer model testing, discriminant validity, and construct reliability analysis. These findings highlight the critical role of customer satisfaction in building user loyalty toward e-wallet services.

Micro, Small, and Medium Enterprises (MSMEs) play a crucial role in economic development, one of which is through the rapidly growing laundry service sector in Padang City. Roemah Laundry, as an MSME player in the laundry service sector, faces challenges in maintaining service quality and customer loyalty amidst intense competition. This study aims to examine the application of quality management, risk management, and pricing strategies implemented by Roemah Laundry to increase customer satisfaction and loyalty. The methods used include evaluating operational processes, quality control, employee training, as well as analyzing pricing strategies and risk management. The results of this study are expected to provide practical recommendations for Roemah Laundry to improve business effectiveness and serve as a reference for other MSME players in facing competition in the laundry service sector. Additionally, this study contributes to the development of MSME management science, particularly in improving service quality and sustainable business strategies.  

This study aims to analyze the marketing strategies implemented by the Donat Seribuan MSME located on Jl. Pancing in enhancing the competitiveness of local products amid increasingly intense market competition. As a pillar of the people's economy, micro, small, and medium enterprises (MSMEs) play a vital role in supporting national economic growth but often face challenges related to market access and the development of effective promotional strategies. This research adopts a descriptive qualitative approach, with data collected through in-depth interviews, direct observation, and documentation. The findings indicate that Donat Seribuan applies a hybrid marketing strategy, combining traditional promotion methods (word-of-mouth, affordable pricing, strategic location) with the use of social media to reach a broader consumer base. The implementation of community-based marketing, product storytelling, and collaboration with local micro-influencers has proven effective in strengthening product image and building customer loyalty. These results highlight the importance of innovative, locally tailored marketing strategies to sustainably enhance MSME competitiveness.

This devotions aims to assist small and medium enterprises (MSMEs) Dimsum Nyoo in determining pricing strategies based on market demand. The methodology used is a qualitative descriptive approach, based on observations and interviews with business leaders. The results of the study indicate that pricing strategies based on cost of goods sold (COGS) and market analysis can build customer loyalty. Despite fluctuating raw material prices, Dimsum Nyoo managed to maintain stable quality and prices, thus contributing to its growth. These results highlight the importance of adaptive pricing to support the sustainability of MSMEs in a competitive market.

Abstrak. This study aims to analyze the relationship between price perception and service quality on customer satisfaction at NiceSo Nusukan, Surakarta. The study is motivated by the increasing competition in the modern retail sector and the significance of price strategy and service quality in enhancing customer satisfaction, especially among university students. A quantitative approach was employed using a survey method and purposive sampling of 60 respondents from the Management Study Program of Universitas Slamet Riyadi who had shopped at NiceSo Nusukan. The data were analyzed using Pearson and Spearman correlation tests. The results indicate that: (1) there is a positive and significant relationship between price perception and customer satisfaction, (2) there is a positive and significant relationship between service quality and customer satisfaction, and (3) price and service quality together have a significant relationship with customer satisfaction. The findings imply that managing competitive pricing and enhancing service quality are crucial for maintaining customer loyalty in retail businesses. Abstrak. Penelitian ini bertujuan untuk menganalisis hubungan antara persepsi harga dan kualitas layanan terhadap kepuasan pelanggan pada NiceSo Nusukan, Surakarta. Latar belakang studi ini didasarkan pada meningkatnya persaingan di sektor ritel modern dan pentingnya strategi harga serta kualitas layanan dalam meningkatkan kepuasan pelanggan, khususnya dari kalangan mahasiswa. Penelitian ini menggunakan pendekatan kuantitatif dengan desain survei dan teknik purposive sampling terhadap 60 responden mahasiswa Program Studi Manajemen Universitas Slamet Riyadi yang pernah berbelanja di NiceSo Nusukan. Teknik analisis yang digunakan adalah korelasi Pearson dan Spearman. Hasil penelitian menunjukkan bahwa: (1) terdapat hubungan positif dan signifikan antara persepsi harga dengan kepuasan pelanggan, (2) terdapat hubungan positif dan signifikan antara kualitas layanan dengan kepuasan pelanggan, dan (3) harga dan kualitas layanan secara bersama-sama berhubungan signifikan terhadap kepuasan pelanggan. Implikasi dari hasil ini adalah pentingnya pengelolaan harga yang kompetitif dan peningkatan layanan untuk mempertahankan loyalitas pelanggan di sektor ritel.

One type of MSME that assists individuals in meeting their basic needs is the grocery store. The presence of small grocery stores greatly strengthens the local economy, especially in rural areas. Conventional grocery stores still survive and make a significant contribution to the local economy, despite the presence of several more contemporary retail companies in recent years. This study aims to evaluate the strategies used by MSME "Warung Bunda Dirga," including social media advertising, digital delivery services, customer service, product selection and styling, and more. Using SWOT analysis, business owners can plan product development, optimize competitive advantages, anticipate emerging threats, and take advantage of market opportunities to increase customer satisfaction, by thoroughly understanding Warung Bunda Dirga's strengths, weaknesses, opportunities, and threats, owners can make strategic decisions that drive the growth and sustainability of the company. It is expected that the strategies used will increase the company's sales and profitability in the long run. For this qualitative study approach, data was collected through direct interviews. In the face of the explosive expansion of minimarkets and the increasing number of competitors, the owner of Warung Bunda Dirga must devise strategies that can maintain customer loyalty and ensure the survival of the company in the long run.

This study aims to analyze the influence of Online Customer Review and Online Customer Rating on the Loyalty of Gen Z consumers on the Shopee e-commerce platform in Medan City. The research method used is quantitative with a sample size of 55 respondents. Data were analyzed using multiple linear regression with the assistance of SPSS version 26. Validity and reliability tests indicated that the research instruments were valid and reliable. Classical assumption tests, including normality, multicollinearity, and heteroscedasticity, were met. The regression analysis results showed that Online Customer Review and Online Customer Rating have a positive and significant effect on Consumer Loyalty, both partially and simultaneously. The Adjusted R Square value of 0.263 indicates that these two variables explain 26.3% of the variation in consumer loyalty.

This study ais to formulate development strategies for Yoga Barbershop in Palaran, East Kalimantan, using SWOT analysis and the Quantitative Strategic Planning Matrix (QSPM). SWOT analysis is utilized to assess internal and external factors,combned with QSPM to determine priority strategies. The study reveals that Yoga Barbershop’s strengths nclude customer loyalty, a strategic location, modern haircut styles,and ownership of the business premises, which reduces operational costs.However, identified weaknesses consist of limited service facilities, inflexible operating hours, restricted space, noise issues, and insufficient staff. Meanwhile, opportunities for Yoga Barbershop include opening new braches and recruiting additional employees. Threats arise from similiar business competitors and changes in hairstyle trends. Based on the findings, Yoga Barbershop’s IE matrix places the business in quadrant V, with a total IFE score of 2,72 and an EFE score of 2,71, indicating a stable position that requires stability strategies. The recommended strategy is the weakness-opportunity (WO) approach. Priority strategic recommendations, in order of importance, are opening a new branch, training new staff, and increasing the flexibility of operational hours.

This study aims to analyze the influence of service quality, destination attraction, and supporting facilities on visitor loyalty in the context of halal tourism at Maimun Palace, Medan City. Employing a quantitative approach with an associative research design, the study involved 254 respondents selected using the Slovin formula from a total population of 689 visitors recorded in April 2025. Data were collected through a structured questionnaire using a Likert scale and analyzed using SPSS software. The findings reveal that each independent variable—service, attraction, and facilities—has a positive and significant effect on visitor loyalty. Furthermore, the simultaneous analysis confirms that the combination of these three factors significantly influences loyalty among visitors to the halal tourism destination. These results align with the Customer Satisfaction Theory, which posits that positive experiences related to service delivery, destination appeal, and the availability of appropriate facilities contribute to higher levels of satisfaction, ultimately fostering loyalty. The implications of this study suggest that halal tourism destination managers should prioritize enhancing service quality, preserving the cultural and historical appeal of attractions, and ensuring the availability of facilities that meet the specific needs of Muslim tourists. By doing so, destinations like Maimun Palace can cultivate sustainable visitor loyalty, which is essential for long-term tourism development and competitiveness in the halal tourism sector. This research contributes to the growing body of literature on halal tourism by empirically validating the role of service, attraction, and facilities in shaping visitor loyalty. Future studies are recommended to explore additional variables such as religious compliance, digital engagement, and cultural sensitivity to provide a more comprehensive understanding of loyalty drivers in halal tourism contexts.

 This study aims to analyze the social media-based marketing strategies implemented by MSME Bakery in developing its business. The study employed a qualitative case study method using observation, in-depth interviews, and documentation. The results indicate that consistent use of WhatsApp and Facebook has positively impacted sales, market reach, and customer loyalty. However, challenges such as limited digital skills and time management for content creation still exist. These findings suggest that social media is an effective marketing tool for MSMEs when supported by proper content strategies and digital literacy.    

This research investigates the impact of several key factors on customer satisfaction at the KAI Company, specifically for train services operating at Poncol Station in Semarang. Classified as causal research, the study focuses on identifying how variables such as electronic service quality (e-quality), complaint handling, station facilities, and punctuality contribute to improved satisfaction among passengers. The research population consists of all train users at the station, without a fixed number, while a sample of 100 respondents was selected using the Lemeshow formula. Data collection methods involved the use of structured questionnaires and interviews with passengers to gain both quantitative and qualitative insights. The data analysis revealed that 85% of customer satisfaction levels can be attributed to the four main factors mentioned: the quality of digital services, the effectiveness of complaint resolution, the availability and quality of facilities, and adherence to schedules. The remaining 15% of satisfaction is influenced by other, unexamined variables. Each of the four tested variables was found to have a statistically significant individual (partial) impact on customer satisfaction. Furthermore, the simultaneous (overall) testing confirmed that these factors collectively have a strong and meaningful effect on how passengers perceive the quality of the rail service. The findings emphasize the importance of consistently improving these specific operational areas to enhance customer experiences. In particular, maintaining service reliability, responding to customer complaints efficiently, improving digital interfaces, and upgrading station facilities can lead to greater satisfaction and potentially increase customer loyalty. The study suggests that service providers like KAI must adopt a customer-centered approach that focuses on both digital and physical aspects of the travel experience to remain competitive in the transportation industry.

Public transportation, with Transjakarta as its main pillar, requires a deep understanding of customer behavior to improve service quality and maintain loyalty. This study aims to segment Transjakarta customers using data mining techniques, specifically the K-Means Clustering algorithm, based on the RFM (Recency, Frequency, Monetary/Value) behavioral model. 37,900 rows of raw transaction data were processed into a clean database, resulting in 1,917 unique customers for analysis. The RFM metrics were then normalized using Min-Max Scaler. The optimal number of clusters was evaluated using the Elbow Curve and Silhouette Score Methods, which led to the determination of k = 4 clusters. The segmentation results identified four customer groups requiring specific strategies: Cluster 3 (Champions) with high R, F, and V (requiring rewards and retention); Cluster 0 (Active, Low Value) with high R and F but low V (requiring upsells and cross-sells); Cluster 1 (Potential/At-Risk); and Cluster 2 (Dormant/Lost). Preliminary analysis (EDA) showed that nearly half of customers (49.3%) used Bank DKI cards, dominated by the productive age group (25–45 years old), with the Rusun Kapuk Muara–Penjaringan route being the busiest. The main managerial recommendation is to strengthen the partnership with Bank DKI and optimize services in this busy corridor.

Increasingly fierce business competition requires businesses to be able to meet the needs and desires of customers in order to create long-term satisfaction and loyalty. Komunitas Coffee and Space is one of the coffee shop businesses in Surabaya that targets students by offering a comfortable atmosphere for studying, discussing, and relaxing. This study aims to determine and analyze the effect of Relationship Marketing, Facilities, and Service Quality on Customer Satisfaction among students in Surabaya. The research method used is a quantitative approach with survey techniques. Data was collected from 96 respondents through non-probability incidental sampling technique. Data analysis includes validity, reliability, classical assumption test, multiple linear regression, t test, F test, and coefficient of determination (R²). The results showed that partially, Relationship Marketing, Facilities, and Service Quality have a significant effect on Customer Satisfaction. In addition, the three variables simultaneously also have a significant effect on Customer Satisfaction at Komunitas Coffee and Space. These findings indicate that improving the quality of relationships with customers, adequate facilities, and good service quality are very important in creating customer satisfaction. Therefore, the management of Komunitas Coffee and Space is advised to continue to strengthen these three aspects in order to increase customer satisfaction. Keywords: Relationship Marketing, Facilities, Service Quality, Customer Satisfaction, Students

This study aims to analyze the effect of service personalization, active communication, and digital social image on customer satisfaction at GleamingShoess, a shoe cleaning service business in Surabaya. The study used a quantitative method with a survey approach, where data was collected through questionnaires to GleamingShoess customers. Data analysis was carried out using multiple linear regression to test the effect of each independent variable on customer satisfaction with a sample of 100 respondents and using SPSS 26. The results showed that Service Personalization (X1) had a positive and significant effect on GleamingShoess customer satisfaction (Y), Active Communication (X2) had a negative and insignificant effect on GleamingShoess customer satisfaction (Y) and Digital Social Image (X3) had a positive and significant effect on GleamingShoess customer satisfaction (Y). This indicates that a service strategy that focuses on individual needs, responsive interactions, and a strong brand image on social media can increase customer satisfaction. This study provides practical implications for service business actors, especially in building customer loyalty through a digital approach and more personal communication. Keywords: service personalization, active communication, digital social image, customer satisfaction, GleamingShoess.

The Micro, Small, and Medium Enterprises (MSMEs) sector plays a crucial role in economic development by helping to reduce inequality resulting from uneven development processes. This study aims to analyze the simultaneous and partial effects of capital, price, working hours, facilities, and promotion on income, as well as to examine the moderating role of promotion on the effect of price on the income of coffee shop MSMEs in Denpasar City. The sample consisted of 85 coffee shop MSMEs selected using simple random sampling. The data analysis technique employed was moderated regression analysis (MRA). The results show that simultaneously, capital, price, working hours, facilities, and promotion significantly affect the income of coffee shop MSMEs in Denpasar. Partially, each of these variables—capital, price, working hours, facilities, and promotion—has a significant positive influence on income. Coffee shops equipped with complete facilities tend to earn higher income compared to those with fewer amenities. The findings also reveal that coffee shops utilizing promotional strategies generate higher income than those that do not. It is recommended that coffee shop MSME operators focus on long-term promotional strategies to build customer loyalty and increase income.

The tight competition in the premium smartphone industry requires companies to understand the factors that influence brand loyalty. iPhone is one of the products that remains in demand despite its relatively high price, indicating the important role of customer experience and perceived quality. This study aims to examine the effect of customer experience, perceived quality, and price on brand loyalty with customer satisfaction as a mediating variable. This research approach is quantitative with a survey method of 100 iPhone user respondents in Semarang City. Data analysis was carried out using the Structural Equation Modeling (SEM) technique with the help of the SmartPLS application. The results of the study indicate that customer experience, perceived quality, and price have a positive and significant effect on customer satisfaction. Furthermore, customer experience, perceived quality, and price do not affect brand loyalty. However, customer satisfaction has a positive and significant effect on brand loyalty. Then, customer satisfaction is able to mediate the relationship between customer experience and brand loyalty. However, customer satisfaction is unable to mediate the relationship between perceived quality and price on brand loyalty. The practical implication of these results is the importance of companies to focus on improving customer experience, product quality, and pricing strategies in order to strengthen their brand position in a competitive market.