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All Journal Jurnal Manajemen dan Agribisnis Buletin Ekonomi Perikanan 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 Journal of Consumer Sciences Jurnal Ilmu Keluarga dan Konsumen International Research Journal of Business Studies (E-Journal) Jurnal Doktor Manajemen (JDM) Value: Jurnal Manajemen dan Akuntansi Jurnal Ilmiah Manajemen Kesatuan Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Business Review and Case Studies International Journal of Social Service and Research Action Research Literate (ARL) Indonesian Journal of Multidisciplinary Science Jurnal Locus Penelitian dan Pengabdian Jurnal Pusat Inovasi Masyarakat ASEAN Marketing Journal Jurnal Penelitian Pendidikan Indonesia Asian Journal of Social and Humanities International Research Journal of Business Studies Atestasi : Jurnal Ilmiah Akuntansi
Popong Nurhayati
SB IPB University, Jl. Raya Pajajaran, RT.03/RW.06, Babakan, Kecamatan Bogor Tengah, Kota Bogor, Jawa Barat 16128, Indonesia
Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Nursing Public Health Social Sciences Other

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Journal : Journal of Consumer Science

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Analysis of Consumer Satisfaction and Loyalty Factors with CRM Approach in Agribusiness E-commerce Company Goranda, Iqra Rizky; Nurhayati, Popong; Simanjuntak, Megawati
Journal of Consumer Sciences Vol. 6 No. 2 (2021): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of 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 Alwinie, Ade Agusti; Nurhayati, Popong; Sartono, Bagus
Journal of Consumer Sciences Vol. 9 No. 1 (2024): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of 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
Co-Authors Abdullah, Jidin Achmad Fadillah Aditya Asmara Nala Agus Buono Ahmad Fahrudin Alwinie, Ade Agusti Andrini, Raissa Fidela Anggraini Sukmawati Anggraini, Raden Isma Anita Primaswari Widhiani Anjani, Gita Indri Anna Fatchiya Annisa Ramadanti Arif Imam Suroso Asnawi, Yudha Heriyawan Bachtiar, Muchamad Bagus Sartono Bahukeling, Trukan Sri Banowati, Benna Budiarti, Raden Rara Arifah Mulyo Chasanah, Alfa Darmaningsih . Dedi Budiman Hakim Dwi Romadhani Ekananta, Arry Elfrida, Elsi Erjayana Ginting Fadhila Akmaliyah Fairuz Malinda Rahma Fauzan Firdaus Risya Febriantina Dewi Fuad Wahdan Muhibuddin Ginting, Erjayana Goranda, Iqra Rizky Hadi, Dhea Savira Handito Hadi Joewono Handito Hadi Joewono Harianto Harianto Harianto Henrikus Passlamanto Hidayat, Yayat Syariful Iis Diatin Imam Suroso, Arif Imam Teguh Saptono Indrawan, Dikky Iqra, Iqra Rizky Goranda Irma Tuti Handayani Ivan Godang Wardiman Jauhari, Muhammad Alvin Kaiwa, Ogan Khairiyah Kamilah Khairunnisa Ismah Krisnandiva, Radya Ayu Kumalasari, Aristin Nanda Lilik Noor Yuliati Linda Karlina Sari Lohita, Handinata D. Lukman M. Baga Lukman M. Baga Lusi Fausia Maulana, Syahrial Megawati Simanjuntak Megawati, Lokita Rizky Meyjerd Rombebunga Mila Jamilah Mila Jamilah Moch Prihatna Sobari Mohamad Sahid Rahman Musa Hubeis Nala, Aditya Asmara Ningrum, Intan Cahya Noorisiva Larasati Nur Hasanah Nur Hasanah Nurjanah, Audra Siti Nurlinda Dewi Kusumah Primanda, Galih Rafdi Dzulfikar Ramdhani Retnaningsih Rita Nurmalina Rizal Syarief Rizal Syarief Sandy Gunawan Satria, Muhammad Rachmadi Septian, Muhammad Rayno Shalihati, Fithriyyah Shidqi, Salman Fauzan Siti Jahroh Siti Rachmawati, Tisa Sitompul, Firdaus Marihot Sufrin Hannan Sugiarto, Anto Tri Tandra, Hansen Teguh Suryanto Tiffani Dias Anggraeni Titin Maytani Trukan Sri Bahukelling Tuhpawana Priatna Sendjaja Ujang Sumarwan Ujang Sumarwan Wawan Okatriza Widhiani, Anita Primaswari Windayani, Fina Yosini Deliana Yudha Heryawan Asnawi Yunus Triyonggo, Yunus Zenal Asikin