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All Journal Jurnal Riset Ekonomi dan Bisnis Priviet Social Sciences Journal
Nuvida, Levya Otivian
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Peran kepuasan konsumen sebagai pemediasi determinan yang mempengaruhi niat beli ulang kacamata resep Nuvida, Levya Otivian; DC, Kuswardani; Sudjito, Sudjito
Jurnal Riset Ekonomi dan Bisnis Vol 16, No 2 (2023): AGUSTUS
Publisher : Universitas Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26623/jreb.v16i2.6802

Abstract

Lingkungan bisnis yang semakin ketat dan kompetitif menuntut perusahaan untuk menyesuaikan diri pada setiap perubahan yang terjadi serta siap menerima semua tantangan yang ada. Keberlangsungan suatu optik terletak pada keberhasilan optik tersebut membawa para konsumennya tetap setia melakukan pembelian ulang kacamata resep untuk keberhasilan rehabilitasi refraksi. Penjualan optik XYZ masih jauh berada dibawah para kompetitornya sehingga perlu merumuskan strategi yang tepat agar dapat meningkatkan niat beli ulang. Tujuan penelitian ini adalah untuk mengetahui dan menjelaskan apakah ada pengaruh atribut produk, pengalaman konsumen dan nilai yang dirasakan terhadap niat beli ulang. Pengambilan sampel menggunakan teknik non probability sampling yaitu sebanyak 126 reseponden diolah menggunakan path analysis dengan bantuan Smart PLS versi 4.0. Experiential marketing theory dipilih sebagai pisau analisis pada penelitian ini. Hasil penelitian menunjukkan bahwa variabel atribut produk, pengalaman konsumen dan nilai yang dirasakan berpengaruh terhadap niat beli ulang serta kepuasan konsumen terbukti secara statistik mampu memediasi pengaruh atribut produk terhadap niat beli ulang. Optik XYZ diharapkan mampu untuk terus memberikan kelengkapan produk yang akan memberikan nilai ekslusivitas yang diharapkan oleh konsumennya agar niat untuk membeli ulang semakin meningkat dari waktu ke waktu. An increasingly tight and competitive business environment requires companies to adapt to every change and be ready to accept all existing challenges. An optic's sustainability lies in its success in bringing its consumers to remain loyal in repurchasing prescription glasses for successful refractive rehabilitation. XYZ optical sales are still far below its competitors, so it is necessary to formulate the right strategy to increase repurchase intentions. This research aims to find out and explain whether product attributes, consumer experience, and perceived value influence repurchase intention. Sampling used a non-probability sampling technique; 126 respondents were processed using path analysis with the help of Smart PLS version 4.0. Experiential marketing theory was chosen as the analytical tool in this research. The research results show that the variables of product attributes, consumer experience, and perceived value influence repurchase intentions, and consumer satisfaction is statistically proven to mediate the influence of product attributes on repurchase intentions. Optik XYZ must be able to provide complete products that will provide the exclusivity value expected by consumers so that their intention to repurchase increases over time.
The effectiveness of Customer Relationship Management (CRM) systems in improving optical customer satisfaction: A meta-analysis and bibliometric study (Jakarta Region) Kusumo, Sri Wahyu Budoyo; Wibowo, Arraywed Yudita; Wicaksono, Ardhitya Furqon; Antono, Judi; Nuvida, Levya Otivian
Priviet Social Sciences Journal Vol. 6 No. 1 (2026): January 2026
Publisher : Privietlab

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55942/pssj.v6i1.540

Abstract

The rapid advancement of digitalization in the retail sector has compelled optical businesses to adopt Customer Relationship Management (CRM) systems to enhance customer loyalty, service personalization, and operational efficiency. In Jakarta, Indonesia's economic and lifestyle capital, urban customers increasingly demand digital, seamless, and personalized experiences in optical services. According to the World Health Organization (WHO, 2019), there has been a global shift toward interactive and digitally integrated vision care. However, empirical studies in Indonesia on the effectiveness of CRM in the optical sector remain scarce, fragmented, and lack comprehensive methodological synthesis. This study aims to evaluate the effectiveness of digital CRM systems in improving customer satisfaction within Jakarta's optical retail sector using a mixed-method approach that combines bibliometric and meta-analyses. A bibliometric review of 150 articles from Scopus, Web of Science, DOAJ, SINTA, and Google Scholar (2013–2023) was conducted using VOSviewer to map research trends. Subsequently, a meta-analysis of 32 empirical studies was performed using a random-effects model via the Comprehensive Meta-Analysis (CMA) software. The results reveal that digital CRM significantly impacts customer satisfaction (effect size = 0.61, 95% CI, p < 0.01). Among the CRM dimensions, customer tracking systems showed the highest influence (0.68), followed by loyalty programs (0.63) and automated feedback systems (0.59). This study affirms the strategic importance of CRM in the optical industry. It recommends upskilling optical professionals in digital CRM tools and fostering collaboration with local technology developers for service integration. Further primary research in Jakarta is encouraged to refine the CRM models tailored to urban optical practices.
Co-Authors Antono, Judi DC, Kuswardani R. Sri Wahyu Budoyo Kusumo Sudjito Soeparman Wibowo, Arraywed Yudita Wicaksono, Ardhitya Furqon