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All Journal Jurnal Akuntansi, Manajemen, Bisnis dan Teknologi Relasi : Jurnal Ekonomi
Sukma Hadi, Nadia
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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The Analisis Retail Service, Customer Experience, Switching Barriers, Kepuasan Konsumen Terhadap Loyalitas Konsumen UMKM Ritel Fatimah, Feti; Murtalining Tyas, Wenny; Sukma Hadi, Nadia
RELASI : JURNAL EKONOMI Vol 20 No 1 (2024)
Publisher : Institut Teknologi dan Sains Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31967/relasi.v20i1.916

Abstract

Malls and modern retail stores established in Jember Regency are connected to each other even though they are close together, causing problems for SMEs engaged in the retail business. Therefore, it is necessary to explore how to make consumers loyal to retail SMEs by introducing retail services, changing barriers through customer experience and consumer satisfaction, so that retail SMEs can continue to exist and develop. The aim of this research is to determine the barriers to consumer loyalty through customer experiences with retail services and consumer satisfaction in retail MSMEs located in Jember Regency. The design of this research is confirmatory research and at the same time explanatory research. The research population is all buyers from MSME retail companies in Jember Regency. Standardization of Retail MSMEs that sell daily needs and the mini market concept. The research sample was taken using non-probability sampling technique using purposive sampling and random sampling. The sample size of this research is 225 respondents. The data analysis method used in this study is; descriptive statistical analysis and structural equation modeling (SEM) using SEM-PLS. The results of the research are: Retail services have no effect on consumer satisfaction, customer experience has an effect on consumer satisfaction. Barriers to change affect consumer satisfaction. Retail services influence consumer loyalty. Customer experience influences consumer loyalty. Switching barriers do not affect consumer loyalty. Consumer satisfaction influences consumer loyalty. Retail services have no effect on consumer loyalty through consumer satisfaction. Customer experience influences consumer loyalty through customer satisfaction. Switching barriers does not affect consumer loyalty through consumer satisfaction.
Pengaruh Customer Relationship Management Terhadap Loyalitas Konsumen MS Glow Jember Sukma Hadi, Nadia
Jurnal Akuntansi, Manajemen, Bisnis dan Teknologi Vol 4 No 1 (2024): Jurnal Akuntansi, Manajemen, Bisnis dan Teknologi - Edisi Februari 2024
Publisher : Sekolah Tinggi Ilmu Ekonomi Mahaputra Riau

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56870/ambitek.v4i1.117

Abstract

With increasingly modern developments, many innovations in cosmetic production have emerged in the business world. MS Glow has a high market valuation even though the price offered is quite expensive.. Keeping consumers loyal to the product can be a solution to competition. The influence of trust, commitment, communication, and problem handling on the level of customer loyalty of MS Glow in Jember is examined in this study. The research technique carried out on the object of MS Glow in Jember is based on quantitative research methods. Quantitative data used in this study were obtained through questionnaires, documentation, and interviews. The main population of this study were consumers who had made purchases at MS Glow Jember. This study used non-probability incidental sampling techniques, using 160 MS Glow customers in Jember as samples. Respondents' responses were measured using a Likert scale. The data was processed through multiple regression analysis conducted using the SPSS program. The results showed that trust affects customer loyalty, commitment affects customer loyalty, communication affects customer loyalty, and problem solving affects MS Glow customer loyalty. All variables that measure customer relationship management in this study affect MS Glow consumer loyalty in Jember. Thus it can be concluded that customer relationship management is effective and able to increase consumer loyalty. The results of this study confirm all the proposed hypotheses
Co-Authors Feti Fatimah Murtalining Tyas, Wenny