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All Journal Jurnal Manajemen dan Agribisnis Buletin Ekonomi Perikanan Jurnal Manajemen Terapan dan Keuangan JDM (Jurnal Dinamika Manajemen) JAM : Jurnal Aplikasi Manajemen Indonesian Journal of Business and Entrepreneurship (IJBE) Forum Agribisnis Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Journal of Consumer Science Jurnal Ilmu Keluarga dan Konsumen International Research Journal of Business Studies (E-Journal) Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control Aptisi Transactions on Technopreneurship (ATT) Jurnal Doktor Manajemen (JDM) Value: Jurnal Manajemen dan Akuntansi Dinasti International Journal of Education Management and Social Science Jurnal Ilmiah Manajemen Kesatuan Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Business Economic, Communication, and Social Sciences Journal (BECOSS) Business Review and Case Studies Journal La Lifesci International Journal of Social Service and Research Action Research Literate (ARL) Indonesian Journal of Multidisciplinary Science Jurnal Locus Penelitian dan Pengabdian International Journal of Cyber and IT Service Management (IJCITSM) Jurnal Pusat Inovasi Masyarakat ASEAN Marketing Journal Journal of Business, Social and Technology Eduvest - Journal of Universal Studies Journal of Economics and Management Scienties Journal of Business and Management Inaba Jurnal Penelitian Pendidikan Indonesia Asian Journal of Social and Humanities International Research Journal of Business Studies Greenation International Journal of Economics and Accounting Atestasi : Jurnal Ilmiah Akuntansi Indonesian Journal of Accounting, Risk, and Governance
Popong Nurhayati
School Of Business, IPB University, Bogor, Indonesia
Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Chemistry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Neuroscience Nursing Public Health Social Sciences Other

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Journal : journal of consumer science

 1 
Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company Iqra Rizky Goranda; Popong Nurhayati; Megawati Simanjuntak
Journal of Consumer Sciences Vol. 6 No. 2 (2021): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Social and Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.6.2.111-128

Abstract

XYZ e-commerce is a company that sells an agricultural product that draws benefits from the COVID-19 pandemic. The purpose of this research was to analyze CRM factors, satisfaction, and consumer loyalty. This study using quantitative research selected with convenience sampling. The online survey applied toward 232 respondents who were unsatisfied with the service in Jabodetabek and processed using Structural Equation Model (SEM). Based on the SEM results, it was found that CRM has a significant effect on consumer satisfaction and consumer satisfaction with consumer loyalty. In contrast, CRM has no significant effect on consumer loyalty. This research concluded that XYZ needs to become a company that makes it easy for consumers, is professional, reliable and trustworthy. However, efforts need to be made to improve the relationship between criticism and suggestions, communication and providing information, regulating product availability, delivery time, and saving consumer costs—the results of this research results are expected to increase satisfaction and loyalty through the CRM approach.
The Role of 7P Marketing Mix toward Consumer Satisfaction and Loyalty of XYZ Beauty Clinic Ade Agusti Alwinie; Popong Nurhayati; Bagus Sartono
Journal of Consumer Sciences Vol. 9 No. 1 (2024): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Social and Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.9.1.40-62

Abstract

The XYZ Beauty Clinic has many branches throughout Indonesia, including the Metropolitan Mall (MM) Bekasi branch, which has been established since 2011. Over time, the XYZ MM Clinic has faced various challenges, such as a decrease in the frequency of customer visits. This study aims to analyze consumer perceptions, factors that affect consumer satisfaction and loyalty, and the level of satisfaction and loyalty of XYZ Beauty Clinic consumers. The study used a cross-sectional design. The sampling technique used purposive sampling involving 152 respondents who were at least 17 years old and had visited at least twice in the last year. Data were processed quantitatively using SEM-PLS, Customer Satisfaction Index (CSI), and Customer Loyalty Index (CLI) to test the hypotheses and measure the level of consumer satisfaction and loyalty. The results indicated that consumer perception with low satisfaction and low loyalty are consumers who work as entrepreneurs, consumers who earn less than 5 million a month, as well as consumers who live in Tangerang and Bogor. The marketing mix that affects consumer satisfaction includes product, promotion, process, people, and physical evidence. Customer satisfaction affects customer loyalty. The level of customer satisfaction shows satisfactory results and the level of customer loyalty shows loyal results. Based on the research results, clinics are advised to prioritize consumer groups with low perceptions of satisfaction
Understanding Preference and Usage Intention in Online Food Delivery among Generation Z in Greater Jakarta Kristin Elisabeth Siregar; Hartoyo; Popong Nurhayati
Journal of Consumer Sciences Vol. 11 No. 2 (2026): Journal of Consumer Sciences
Publisher : Faculty of Social Science and Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.11.2.347-369

Abstract

Background: Generation Z is the primary users of Online Food Delivery services (OFD). Therefore, it is important to understand their preferences and intentions regarding the use of OFD. Purpose: This study examines how the five dimensions of the Theory of Consumption Values, consisting of functional, social, emotional, epistemic, and conditional values, influence usage preferences and usage intentions among Generation Z in the Greater Jakarta area. Method: This study employed a cross-sectional survey design, collecting data from 120 Generation Z respondents aged 18 years and older who had used OFD services in the past three months through voluntary sampling. Structural Equation Modeling Partial Least Squares (SEM-PLS) was used for analysis. Findings: Emotional and conditional values significantly influenced preference, while functional, social, and epistemic values did not. Emotional value also had a significant direct effect on intention, while emotional and conditional value indirectly affected intention through preference. In addition, preference significantly influences intention. Conclusions: The findings indicate that Generation Z’s OFD behavior is driven more by enjoyable experiences and situational relevance than by utilitarian, social, or novelty-based considerations. Research implication: OFD businesses should strengthen the emotional appeal and practical convenience of their offerings in specific situations to enhance user preference and increase usage intention. Future research could expand the model by including additional variables.
Co-Authors Abdullah, Jidin Achmad Fadillah Ade Agusti Alwinie Aditya Asmara Nala Agus Buono Ahmad Fahrudin Ahmad Sabiq Mubarok Akhmad Mediranto Alwinie, Ade Agusti Andi Tenrisau Andrini, Raissa Fidela Anggraini Sukmawati Anggraini Sukmawati Anggraini, Raden Isma Anita Primaswari Widhiani Anjani, Gita Indri Anna Fatchiya Annisa Ramadanti Anto Tri Sugiarto Arfandi Nur Arif Imam Suroso Aris Purwanto Arry Ekananta Asep Taryana Asnawi, Yudha Heriyawan Bachtiar, Muchamad Bagus Sartono Bagus Sartono Bahukeling, Trukan Sri Banowati, Benna Benna Banowati Bimo Yoga Pratama Chasanah, Alfa Darmaningsih . Dedi Budiman Hakim Dominicus Savio Priyarsono Dwi Aryanthi Dwi Romadhani Eko Susetyono Eko Susetyono Elisa Anggraeni Elke Alexandrina Elsi Elfrida Erjayana Ginting Erjayana Ginting Fadhila Akmaliyah Fairuz Malinda Rahma Fauzan Firdaus Risya Febriantina Dewi Fina Windayani Fitri Hartati Fuad Wahdan Muhibuddin Ginting, Erjayana Goranda, Iqra Rizky Hadi, Dhea Savira Handaya Handinata D. Lohita Handito Hadi Joewono Handito Hadi Joewono Hansen Tandra Harianto Harianto Harianto Harison Mocodompis Hartoyo Hartoyo Hartoyo Henrikus Passlamanto Heny Kuswanti Suwarsinah Hidayat, Yayat Syariful Iis Diatin Ilmi, Sendy Watazawwadu Imam Teguh Saptono Iqra Rizky Goranda Iqra, Iqra Rizky Goranda Irfan Syauqi Beik Irhamsyah Pulungan Irma Tuti Handayani Ivan Godang Wardiman Kaiwa, Ogan Khairiyah Kamilah Khairunnisa Ismah Krisnandiva, Radya Ayu Kristin Elisabeth Siregar Kumalasari, Aristin Nanda Lilik Noor Yuliati Linda Karlina Sari Lukman M. Baga Lukman M. Baga Lusi Fausia Maulana, Syahrial Megawati , Lokita Rizky Megawati Simanjuntak Meyjerd Rombebunga Mila Jamilah Mila Jamilah Moch Prihatna Sobari Mohamad Rhesa Adisty Mohamad Sahid Rahman Muhammad Alvin Jauhari Muhammad Rayno Septian Mumtahanah Hujjah Rahmayunita Musa Hubeis Nadya Kamilia Faiqoh Nala, Aditya Asmara Ningrum, Intan Cahya Noorisiva Larasati Nur Hasanah Nur Hasanah Nurjanah, Audra Siti Nurlinda Dewi Kusumah Nurrahmaniah Nurrahmaniah Primanda, Galih Putri Puspitasari R. Dikky Indrawan Raden Rara Arifah Mulyo Budiarti Rafdi Dzulfikar Ramdhani Retnaningsih Riska Ariyanti Rita Nurmalina Rizal Syarief Rizal Syarief Rokhani Hasbullah Salsabila Asy Syifa Sandy Gunawan Satria, Muhammad Rachmadi Shalihati, Fithriyyah Shidqi, Salman Fauzan Siti Jahroh Siti Rachmawati, Tisa Siti Yuningsih Sitompul, Firdaus Marihot Sufrin Hannan Sumardjo Susetyono, Eko Teguh Suryanto Tiffani Dias Anggraeni Titin Maytani Trukan Sri Bahukeling Trukan Sri Bahukelling Tuhpawana Priatna Sendjaja Ujang Sumarwan Warashinta Nur Wulan Muthmainah Wawan Okatriza Widaningsih Widaningsih Yasmin Rahima Jazuli Yayat Syariful Hidayat Yosini Deliana Yudha Heryawan Asnawi Yunus Triyonggo Zenal Asikin Zhafirah Zhafirah