Indonesia Conference Directory

Corresponding Author
Dani Leonidas Sumarna

Institutions
School of Postgraduate Studies, Universitas Pendidikan Indonesia, Bandung

Abstract
The purpose of this study is to determine the correlation of Brand Factor to Customer-Based Brand Equity from logistics courier company in Indonesia. This research is going to use partial least square (PLS) with sample data is obtained through online survey of 100 respondents who have experience with online shopping in Indonesia. This study indicates positive relationship between perceive value to customer-based brand equity; positive relationship between brand loyalty with customer-based brand equity; and positive relationship between brand awareness/ association with customer-based brand equity.

Keywords
Brand Factor, Customer-Based Brand Equity, logistic courier.

Topic
Marketing Management

Link: https://ifory.id/abstract/xwCLKfkqBtrP

Corresponding Author
Vera Silviana

Institutions
a) Sekolah Pascasarjana, Universitas Pendidikan Indonesia
Jalan DR. Setiabudi no. 229 Bandung 40154, Jawa Barat, Indonesia
*verasilviana[at]upi.edu
b) Sekolah Pascasarjana, Universitas Pendidikan Indonesia
Jalan DR. Setiabudi no. 229 Bandung 40154, Jawa Barat, Indonesia
c) Sekolah Pascasarjana, Universitas Pendidikan Indonesia
Jalan DR. Setiabudi no. 229 Bandung 40154, Jawa Barat, Indonesia

Abstract
The business tendency of the telecommunications industry is influenced by the high level of competition, fare wars, as well as high customer demands to the quality of a service provider. The purpose of this research was to see the implementation of Customer Equity in companies engaged in the telecommunications industry that consists of dimensions of Value Equity, Brand Equity, and Relationship Equity. To support this research, 20 students from one of the universities in Bandung were interviewed, which were then processed by using descriptive methods. The results showed that the implementation of Customer Equity fosters loyalty to customers. By doing Customer Equity, it can keep long term customers to remain loyal while getting new customers.

Keywords
Customer Equity, Value Equity, Brand Equity, Relationship Equity

Topic
Marketing Management

Link: https://ifory.id/abstract/6PDM8ZuzRdTH

Corresponding Author
Pratiwi Arizona

Institutions
Magister Manajemen, Universitas Indonesia

Abstract
Online customers- segmentation could be valuable research topic of marketing strategy. Previous literatures mainly studied the differences between non-purchasers and purchasers, lacking further segmentation of online customers itself. This paper focuses on online customers segmentation based on large volume of real transaction data in one of Indonesia e-commerce website. This research proposed the clustering method of customers using K-Means algorithm, and RFM Patterns as an analysis of customer profiling; then we perform the market basket analysis using Apriori algorithm for every cluster in order to get more information of frequently purchased products by customers. Later on, the analysis could be an input for respective company in designing their product recommendation system for segmented customers.

Keywords
association rule mining; customers profile; K-Means algorithm; market basket analysis; RFM

Topic
Marketing Management

Link: https://ifory.id/abstract/x3g9EUmH8pyu

Corresponding Author
Moh. Hasymi Quzwen

Institutions
School of Postgraduate Studies
Universitas Pendidikan Indonesia
Bandung

Abstract
The main purpose of this study is to examine the theoretical and empirical evidence on the causal relationship between the implementation of customer relationship management (CRM) and corporate performance. A research conceptual model is developed to depict the impact of three - organizational, strategic, cultural - factors on CRM implementation and the implications for corporate performance. The analysis was made up of 120 questionnaires from courier companies all over Indonesia. Since in courier industry, customers- need and preferences change frequently, as do the competitors, so the moderating effect of market turbulence (market dynamism and market uncertainty) on the relationship between CRM implementation and corporate performance was also investigated. A structural equation modelling (SEM) test with maximum likelihood estimation was performed to test the relationship among organizational-strategic-cultural factors, CRM implementation, and corporate performane. The results indicate that organizational, strategic, and cultural factors, have positive effects on CRM implementation. The results also indicate that CRM implementations have significant positive effects on corporate performances of courier companies that do business-to-business marketing. Additionally, it is indicated that market turbulence negatively moderates the relationship between CRM implementation and corporate performance.

Keywords
Customer relationship management, business-to-business marketing, corporate performance, market turbulence, courier industry

Topic
Marketing Management

Link: https://ifory.id/abstract/7JCHA4PL3Nac

Corresponding Author
Siti Mufattahah

Institutions
a*) Program Doktor Ilmu Manajemen Universitas Padjadjaran. Bandung. Indonesia.
b) Universitas Padjadjaran. Bandung. Indonesia

Abstract
The purpose of this study is to find out, analyze, and examine the effect of service operations and service delivery, both simultaneously and partially on the value of health insurance services in West Java , the effect of service operations and service delivery both simultaneously and partially on the trust of service users Health Insurance Services in West Java, Influence of service value on trust of service users through the value of Health Insurance Services in West Java, and Effect of service operations and service delivery on service users trust, through the value of Health Insurance services in West Java. The method used in this study is a literature study, which is to find relevant references to cases or problems found. The results of the study show that service operations and service delivery, both simultaneously and partially influence the value of health insurance services in West Java, service operations and service delivery, both simultaneously and partially affect the trust worthiness of health insurance service users in West Java, The value of services influences the trust of service users through the value of health insurance services in West Java, and service operations and service delivery affect the trust of service users through the value of health insurance services in West Java.

Keywords
service operations, service delivery, service value, customer trust

Topic
Marketing Management

Link: https://ifory.id/abstract/A4PbkQYBDMVU

Corresponding Author
Ade Lestari

Institutions
Indonesia Defense University, West Java, Indonesia
adelestari28[at]gmail.com
Indonesia Defense University, West Java, Indonesia
ativahestiagustina[at]gmail.com
Indonesia Defense University, West Java, Indonesia
yudis88a[at]yahoo.com

Abstract
The creative industry is the expertise, creativity, and talent needed by individuals in raising funds and employment. The core focus of this industry are creativity empowerment and individual creativity power. Moreover, the globalisation cycle has changed the world to be automation system of technological advancement in 4.0 Industrial Revolution. In order to respond this phenomenon, the government-s support is clearly needed to support the development of the Indonesian creative industry for improving the capability of creative industry to compete and participate in the development of globalization by making 8 million UMKM Go Online. The Ends, Ways, Means method was used for analysing this study to explaining about digital marketing concept to advance creative industry. The results of the study show that creating a digital marketing concept can be used by industries so that they are able to compete in the global market and achieve 8 million UMKM Go Online.

Keywords
Digital Marketing, Creative Industries, UMKM go Online

Topic
Marketing Management

Link: https://ifory.id/abstract/nrVq4X3JhZv2

Corresponding Author
Rike Penta Sitio

Institutions
Sekolah Tinggi Manajemen PPM, Jakarta, Indonesia
RIK[at]ppm-manajemen.ac.id
PPM Manajemen, Jakarta, Indonesia
RCY[at]ppm-manajemen.ac.id

Abstract
Introduction: In the past decade, the world of business and industry has been characterized by great attention and interest in e-learning. Regardless of the meaning of this terminology, it seems that every company planning or even implementing e-learning expects significant benefits and benefits from the choice. The most frequently mentioned benefits and advantages include savings in training costs, increased access to employee learning (especially from geographical aspects), and the development of a culture of self-learning. Service quality system in e-learning plays an essential role in the benefits of e-learning itself. This research will replicate the concepts studied by Wong and Huang (2011) and their application in Indonesia. Not a few companies do succeed in getting benefits and benefits through the implementation of e-learning. Large companies such as IBM, Petronas, Cingular Wireless, Giant B&Q, Century 21, Cuna, Shell EP, and many other well-known companies, are proof that companies have benefited from the implementation of e-learning that they do. This research finding was aimed to analyze the effect of e-learning service quality system on user acceptance and openness. Researchers apply the most widely used acceptance model technology - the Unified Theory of Acceptance and Use of Technology (UTAUT) - to investigate user "attitudes, intentions, and satisfaction." Besides, service quality is also a determinant of user perception, so this study uses SERVQUAL to measure the quality of information system services and analyze the difference between service expectations and actual services received by users. Method: based on the literature review, we used UTAUT and SERVQUAL to collect survey data. A 5-point Likert-type scale-1 for "strongly disagree" to 5 for "strongly agree" – was used for all the items. We received 99 valid questionnaires from 150 respondents (66% response rate). Partial least square was used to analyze and test the relationships among acceptance of e-learning technology and e-learning system quality service. Results: The construct validity test is measured by the loading score parameter in the research model by using the Average Variance Extracted (AVE), where the value of acceptance of e-learning (0.614) and e-learning system quality service (0.688), both more than 0.5. Reliability of the acceptance of e-learning construct above 0.7, so all the variables are reliable. The significance of the predicted model in testing the structural model, seen from the value of t-statistics between the independent variable and the dependent variable in the path coefficient table. From the path coefficient results obtained that the quality of learning affects the acceptance of e-learning technology. Conclusion: The results indicate that high "e-learning system service quality" enhances employee e-learning satisfaction. Based on these results, organizations, after successfully introducing

Keywords
e-learning; service quality; user acceptance

Topic
Marketing Management

Link: https://ifory.id/abstract/jKeP9vNdB6m3

Corresponding Author
Rahyuniati Setiawan

Institutions
Universitas Pendidikan Indonesia (a*), Universitas Pendidikan Indonesia (b), Universitas Pendidikan Indonesia (c)
rahyu[at]uniga.ac.id(*)

Abstract
Brand image and brand awareness play a central role in customers purchase-decision making. The purpose of this study is to examine the influence of brand image and brand awareness on brand loyalty. Data were collected through a survey on 133 sport motorcycle enthusiasts in Indonesia. The results revealed that brand image and brand awareness had positive influence on brand loyalty. This may imply that sport motorcycle companies should strive to establish brand image and brand awareness to promote brand loyalty.

Keywords
brand image, brand awareness, brand loyalty

Topic
Marketing Management

Link: https://ifory.id/abstract/ZqWEbHdp7jTe

Corresponding Author
Aggi Panigoro

Institutions
The phenomenon in online shopping makes business people choose e-commerce sector and strartup growing in the market of Indonesia makes an opportunity for business people to sell their fashion products one of which is making e-commerce. In this digital era, customers prefer the practicality shaded by high technology. The purpose of this study is to measure the picture and influence of E-lifestyle repurchase intention online survey on online product customers in berybenka. This research uses descriptive and verifikatif method, where SEM (Structural Equation Modeling) is used to analyze data statistically. The unit of analysis in this study is the customer who has been shopping online fashion in berrybenka as much as 200 respondents in fanpage instagram. The results showed that repurchase intention would have a good effect when viewed from the characteristics of E-lifestyle and purchases in terms of E-Word of mouth. The results of the research as a whole show that there is a significant influence of E-lifestyle against repurchase intention.

Abstract
The phenomenon in online shopping makes business people choose e-commerce sector and strartup growing in the market of Indonesia makes an opportunity for business people to sell their fashion products one of which is making e-commerce. In this digital era, customers prefer the practicality shaded by high technology. The purpose of this study is to measure the picture and influence of E-lifestyle repurchase intention online survey on online product customers in berybenka. This research uses descriptive and verifikatif method, where SEM (Structural Equation Modeling) is used to analyze data statistically. The unit of analysis in this study is the customer who has been shopping online fashion in berrybenka as much as 200 respondents in fanpage instagram. The results showed that repurchase intention would have a good effect when viewed from the characteristics of E-lifestyle and purchases in terms of E-Word of mouth. The results of the research as a whole show that there is a significant influence of E-lifestyle against repurchase intention.

Keywords
E-lifestyle, Repurchase intention

Topic
Marketing Management

Link: https://ifory.id/abstract/2e4XRZuVLYAb

Corresponding Author
Megawati, SE., M.M Megawati

Institutions
Faculty of Economics
Universitas Negeri Padang
Jl. Prof.Dr.Hamka Air Tawar Barat

Abstract
Nowadays the development of information and communication technology is very rapid and has an impact on the lives of modern society. Changes in services sector from the manual (face to face transaction) between buyers and sellers have shifted to digital forms. In the current era of advanced technology, ticket purchasing can be done through the use of applications by using smart phone or other media connected to the internet. It is known today as the e-ticketing application. The business potential in this service sector is increasingly mushrooming and each service is trying to lure consumers by providing the best quality for consumers so that customer satisfaction is achieved. Consumer satisfaction is an important part of measuring the success of an e-ticketing service business. The aim of this research is to determine the effect of determinant factors consisting of technology acceptance factors, e-Service quality and specific hold-up cost from e-ticketing services on customer satisfaction. This research is a descriptive quantitative study using purposive sampling technique so that the data used as samples of this study were 246 respondents through questionnaires. The population of this research is all people who use application services/e-ticketing sites. Data was analyzed using SmartPLS3. The result shows that technology acceptance factor, e-service quality, specific hold-up cost has a positive and significant impact on customer satisfaction.

Keywords
customer satisfaction, technology acceptance factor, e-service quality, specific hold-up cost

Topic
Marketing Management

Link: https://ifory.id/abstract/EknzJC2bNec8

Corresponding Author
Yupi Yuliawati

Institutions
Universitas Pendidikan Indonesia

Abstract
The museum is a permanent institution, non-profit, serving public needs, with an open nature by collecting, conserving, researching, communicating, and showing real objects to the public for the needs of study, education and pleasure. One factor that must be considered is the atmosphere, the influence of the atmosphere on the museum is very important. The museum seems unattractive and even looks dull and spooky. thus affecting the attractiveness and interest of consumers to visit. The method used in this study is descriptive analysis with survey methods, data obtained and used in this study are primary data and secondary data. The data collection technique in this study is by accidental sampling. The samples taken in this study were 100 respondents who were visitors to the MONPERA museum. This research uses the Atmosphere (Atmosphere) (X) variable and Visiting Decision (Y). The results of the study using multiple regression analysis, proved that the atmosphere (atmosphere has a positive effect on visiting decisions.

Keywords
Visiting decision, Atmosphere, Museum

Topic
Marketing Management

Link: https://ifory.id/abstract/uPd2pTHJkeaY

Corresponding Author
Dian Pertiwi

Institutions
Masters in Hospital Management, Faculty of Medicine, University of Brawijaya Malang.

Abstract
Many things are done by the company to make customers loyal, one of them is the concept of experiential marketing. Other efforts made to maintain the market are creating customer satisfaction. Medical record data in 2018, Emergency Room visit increases. From the preliminary study, 8 out of 10 customers felt dissatisfied. The results of the 2018 Hospital Hospital IGD customer satisfaction survey were 74%. This study was conducted with observational analytic. Data collection uses a questionnaire with purposive sampling of 100 respondents. Data analysis using Partial Least Square (PLS). The results showed that the majority of respondents were 67% with female gender, ages 26-41 years old, working as entrepreneurs with the latest education level was higher education. The results of the study also show that customer visits are more than 3 times and mostly use BPJS. Research shows that hospital experiential marketing is able to process patient experiences through emotional patients so that patients become satisfied and re-use hospital services. The results also indicate that experiential marketing has a dominant influence on loyalty. The positive and pleasant experiences that patients receive make patients loyal to the Plantation Hospital. Experiential marketing has been shown to have a significant influence on patient satisfaction. Patient satisfaction proved to have a significant influence on patient loyalty. Experiential marketing has proven to have a positive and significant influence on patient loyalty through patient satisfaction.

Keywords
experiential marketing, loyalty, satisfaction

Topic
Marketing Management

Link: https://ifory.id/abstract/ygQepdxMhEtf

Corresponding Author
Santoso Santoso

Institutions
School of Postgraduate Studies, Indonesia University of Education, Bandung

Abstract
This research evaluates the effect of Viral Marketing on changes in community behavior and the decision to use smartphones based on the Technology Acceptance Model. There were 100 questionnaires distributed to respondents who were active social media users seeking for information about smartphones. This research was conducted due to the phenomenon in the smartphone user community in Indonesia that considers smartphones as the fourth basic necessity in addition to clothing, food, and housing. This research employed a survey approach by applying questionnaires and statistical analysis, especially quantitative descriptive analysis using SmartPLS. The results showed that Trust had a strong influence on Perceived Usefulness and Behavioral Intention to Use. Social Norm had an effect on Perceived Usefulness and Perceived Ease to Use. Behavioral Control had an effect on Perceived Ease to Use and Perceived Usefulness. It is also seen that Be-havioral Intention to Use was strongly influenced by Perceived Usefulness.

Keywords
viral marketing, Social Norms, Trust, Behavior Control, Technology Acceptance Model

Topic
Marketing Management

Link: https://ifory.id/abstract/28aVgMvQJy93

Corresponding Author
Yohanes Raymond Adikarta

Institutions
Magister Management Universitas Indonesia

Abstract
In this modern era brings a significant changing on life style. The modern people think of how important that the status is. Indicator to measure how high people status is by looking at the attribute they wear, called fashion. Fashion brings confident to somebody. One of the fashion icon that became trend nowadays is Nike product. Luxury brand is high quality product and also service that expensive, exclusive, presticious, authenthic, offering high level of emotional value through consumer experience. Based on several of luxury brand above that has already done with social media marketing strategy, Nike React Element 87, will try this strategy. Through social media, consumers can easily and quickly access User Generated Content (UGC) that contain review and information related to the product. The indicator to measure in choosing the right vlogger based on total subscribers or viewers. So, this paper made to help marketer of Nike shoes to select the right Vlogger for Nike React Element 87.

Keywords
Digital Marketing, Youtuber, Vlogger, Social Media, Luxury product, Shoes, Nike

Topic
Marketing Management

Link: https://ifory.id/abstract/QjnHEy8vWK7M

Corresponding Author
Ilham Medal Junjunan

Institutions
a) School of Industrial and System Engineering, Telkom University
Jl. Telekomunikasi Terusan Buah Batu No.1, Gedung Karang, Bandung, Jawa Barat 40257 Indonesia
*ilham.mj58[at]gmail.com

Abstract
This study examines the relationship between Self Congruity and consumer purchase decision, the relationship between emotion and consumer purchase decision, susceptibility to reference group influence type (informational and normative influence) and consumer purchase decision, emotion in moderating the relationship of Self Congruity and consumer purchase decision and the susceptibility to reference group influence types in moderating the relationship of Self Congruity and consumer purchase decision. Data collection is done through online surveys. The study respondents were 500 men and women aged between 18-36 years (Millennial generation). The study found that in self congruity, were found predicting consumer purchase decision. The positive emotion also were found predicting consumer purchase decision, The susceptibility of those reference group influence types, both normative and informational, also has a significant positive relationship to consumer purchase decision. Moderation analysis shows that susceptibility to both types of reference group influence strengthens the relationship of Self Congruity and consumer purchase decision, and the second moderation, positive emotion strengthens the relationship of self congruity and consumer purchase decision .

Keywords
self congruity, emotion, millennial generation, consumer purchase decision, reference group influence.

Topic
Marketing Management

Link: https://ifory.id/abstract/axR2nB86JdUf

Corresponding Author
Yoyo Sudaryo

Institutions
1.STIE INABA Business School, Jl. Soekarno-Hatta 448 Bandung, Indonesia, 40266
2. Research Center for Informatics, Indonesian Institute of Sciences, Indonesia, 40135
3. STIE INABA Business School, Jl. Soekarno-Hatta 448 Bandung, Indonesia,40266

Abstract
Users in software world play key role in determining whether a software, including e-Learning system, has a long time of use or not. Past literature has highlighted the importance of incorporating emotional user requirement into software systems. It is important to consider what users needs related to software. One of the critical focus of software systems that directly interacts with users is its interface. A User Interface Design (UID) could induce critical emotional experience and impression to users the first time they run a software system. Kansei Engineering is adopted as a methodology to analyze users- emotional experience towards the software UID. This research implemented a combination approach of Kansei Engineering with Analytic Hierarchy Process in order to analyze students- emotional experience as users of e-Learning in higher learning institution, and determine the design of an open source e-Learning system that suits their positive emotional experience, to capture their attention. This paper reports an attempt to discover the relationship between UID and users- emotional experience in e-Learning systems. The research found that there were two critical students- emotional factors, which are clear and pleasant. These two factors had a big impact in the selection of an e-Learning system, with clear factor as the larger impact. The research result then suggests the preferred e-Learning system for students based on those that evoked positive emotional experience to students. The result will benefit higher learning institution in promoting e-Learning, to extend the outreach potential of e-Learning among students.

Keywords
Emotional Preferences, E-Learning Based on AHP and Kansei for Decision Making

Topic
Marketing Management

Link: https://ifory.id/abstract/8HvKQRp6xWVe

Corresponding Author
Lisnawati Lisnawati

Institutions
Universitas Pendidikan Indonesia

Abstract
Bandung City Happiness Index Data Indicates that citizens under the age of 24 have the lowest happiness index, age under 24 years is the age of college children. Therefore, to increase the happiness index, the city of Bandung government needs to coordinate with the universities in the city of Bandung. State Universities as educational service providers play a role as providing quality educational services and supporting the lives of students who spend most of their time on campus. Public universities are seen as having a place to provide not only the quality of education but also the stimulation of creativity, and "happiness" for students. Various efforts continue to be made by higher education management in an effort to increase student satisfaction. The research method is descriptive, verificative, through explanatory surveys, the study population is students of the Indonesian Education University and PTN in the city of Bandung, with a minimum sample of 400 respondents. The analysis technique of the data used is Partial Least Square by using SmartPLS Software. Research Results are expected to provide strategic input for managers of state universities in the city of Bandung in order to create development policies and administrators of campus management who can consider increasing the happiness of their students.

Keywords
University Service Satisfaction, Student Happiness, Student Satisfaction, Student Experience

Topic
Marketing Management

Link: https://ifory.id/abstract/wvWeKfjNrHVU

Corresponding Author
Maman Sulaeman

Institutions
Polytechnic of Triguna, Tasikmalaya, Indonesia

Abstract
This research was conducted with the aim to analyze how to form a competitive advantage with market sensing capability, competence distinctive and product innovation so that the effect on the performance of marketing and sustainability efforts. The methods used in this research by conducting a survey of 344 to owners of Small and Medium Enterprises existing in the region of Tasikmalaya. Data analysis using path analysis. The research concluded that there are significant influence both of Market Sensing Capability can establish a competitive advantage, Distinctive Competence can form a competitive advantage, and product innovation that can create competitive advantage. Small and Medium Enterprises that have a competitive advantage will have a good marketing and performance can make its business. The study also found the presence of the influence of marketing performance against the sustainability of the effort. Simultaneous Market Sensing Capability, Distinctive Competence and innovative products that can create a competitive advantage, Market Sensing Capability, Distinctive Competence and innovative products that can improve the performance of marketing and sustainability efforts. Competent and creative Human resources are strongly needed. Therefore, before planning something innovative, it is important for management to increase the knowledge and capabilities of employees in accordance with the development of the company. Because without creative hands, it is impossible for an innovative product to be created.

Keywords
Capability, Distinctive, Competence, Competitiveness, Performance, Marketing Sustainability, Small and Medium Enterprises

Topic
Marketing Management

Link: https://ifory.id/abstract/kd3wAUE84mrz

Corresponding Author
Anggi Gilang Yudiansyah

Institutions
a) Program Studi Magister Manajemen Rumah Sakit Fakultas Kedokteran Universitas Brawijaya Malang
*anggigilang[at]gmail.com
b) Politeknik Kesehatan Kemenkes Malang

Abstract
Competition in the world of hospital business is increasingly strict requiring hospitals to keep their customers coming and comfortable when going to their hospital. Hospitals must be able to understand customer behavior to find out what they want. Therefore, it is necessary to learn about the customers desires through their experience when getting service. One of the hospitals around Malang has decreased the number of outpatient visits from year to year. Hospitals that focus on geriatric services are hospitals that have not partnered with BPJS. Seeing this phenomenon, this study aims to reveal the meaning of patient experience when getting outpatient services at this hospital. This study took data by conducting in-depth interviews with 5 patients who visited the hospital. The method used is a qualitative research design with a phenomenological interpretation approach. Data was then analyzed using Interpretive Phenomenology Analysis (IPA). From the results of the analysis, it was found that the pleasant experience obtained by patients while getting services at the hospital can encourage patients decisions in choosing a hospital. Hospitality and speed of service provided by all hospital staff make patients happy and want to visit again. This shows the need for an experiential marketing in hospitals to be able to retain loyal customers and attract new customers.

Keywords
Experiential marketing, experience, geriatrics, phenomenology

Topic
Marketing Management

Link: https://ifory.id/abstract/TuprLJfzmgcv

Corresponding Author
Sari Lenggogeni

Institutions
Universities Andalas

Abstract
Despite the growth of halal tourism studies, the exploration of muslim perceived value in destination heritage type is underresearch. This study use an exploratory sequential method to capture Indonesian muslim perceived value for heritage destination. A 32 interviewee using a semi structured interview in qualitative was conducted for Heritage tourism post visitor in Indonesia. Using thematic analysis, this study found a seven multidimensional of Indonesian Muslim Perceved Value. Result and implication are discussed.

Keywords
Halal Tourism, Perceived Value, Muslim Traveller, Heritage

Topic
Marketing Management

Link: https://ifory.id/abstract/ryWdMcmQDFRu

Corresponding Author
Andrian Haro

Institutions
a) Faculty of Economics, State University of Jakarta (UNJ), Jakarta, Indonesia
*andrianharo[at]feunj.ac.id
b) Bank of Indonesia (BI), Jakarta, Indonesia

Abstract
This study aims to examine and determine consumer behavior in creating halal value chain creation through religiosity, lifestyle and attitude toward their purchase intention on Muslim fashion products. By using the purposive sampling method, the research sample is both of Muslim men and women with total sample 200 respondent who domiciled in Jakarta which having bought and using Muslim fashion products. Multiple liniear regression was used to analyze the data and to test the research hypotheses through SPSS. The result indicate that attitude and lifestyle have an influence toward purchase intention on Muslim fashion products. Surprisingly, there is no influence between religiousity toward their purchase intention.

Keywords
Religiousity; Attitude; Lifestyle; Purchase Intention

Topic
Marketing Management

Link: https://ifory.id/abstract/JUdWBvR7NGmb

Corresponding Author
Dhyah Mutmainnah

Institutions
Doctoral Management Program, School of Postgraduate Studies, Indonesia University of Education

Abstract
This study was aimed to test the effect of service quality and competitive advantage on business performance also explained a relationship between competitive advantage and business performance due to service differentiation as a moderator. The number of samples in this study were 100 people who had visited provinces that were declared as halal tourist destinations in Indonesia. To test the empirical model, Partial Least Square Structural Equation Modeling (PLS-SEM) analysis was used. The results indicated that service quality has an effect on competitive advantage. The essence of halal tourism emphasizes Moslem principles in managing tourism through polite and friendly services also service differentiation for all tourists and the surrounding environment. Therefore, to maintain Indonesia as the first worlds halal tourism, which has good business performance, the development strategy is directed at fulfilling the tourism competitiveness index as its main indicators, especially improving the service quality of tourism business.

Keywords
Service Differentiation, Service Quality, Competitive Advantage, Business Performance, Halal Tourism

Topic
Marketing Management

Link: https://ifory.id/abstract/zjVQLGKretEJ

Corresponding Author
Peni Mujinastiti

Institutions
(a) Fakultas Kedokteran, Program Studi Magister Manajemen Rumah Sakit, Universitas Brawijaya Malang
Jl. Veteran Malang-65145, Jawa Timur - Indonesia
*penimujinastiti[at]yahoo.co.id
(b) Fakultas Ilmu Budaya, Universitas Brawijaya Malang
Jl. Veteran Malang-65145, Jawa Timur - Indonesia

Abstract
Patients who are less satisfied with hospital services will generally complain. Negative responses received by the hospital in the form of complaints to lawsuits, potentially causing a bad image in the community. The purpose of the study was to reveal the meaning of the experience of complaints handling officers in hospital X. The phenomenological qualitative research design with 4 participants selected using purposive sampling. In-depth interviews were conducted in February-April 2019. Analysis of data using Interpretive Phenomenological Analysis (IPA). The results obtained are the core themes of wanting to maintain and improve the image of the hospital. This is because the sense of belonging for hospital is high. The complaint handling officer wants to be a person who is useful and responsible for the task. The difficulty faced is the lack of knowledge and lack ability to communicate with clients. In carrying out their duties, officers get support from head of the hospital and also the cooperation of the hospital team. Openness of hospital staff are needed to facilitate patient complaints. Coordination with the head of the hospital is always done, if there are obstacles in handling complaints. It is expected that the synergy between service officers can improve the quality of service and there for increased customer satisfaction. Because with the satisfaction received by the customer or patient, will increase public trust in the hospital and maintain good image of the hospital.

Keywords
Complaints Handling Officer; Experience; Image

Topic
Marketing Management

Link: https://ifory.id/abstract/WL3VxQDvHebG

Corresponding Author
Reminta Lumban Batu

Institutions
Universitas Singaperbangsa Karawang

Abstract
Digital business is a business that requires internet networks to operate and market products. E-Commerce is a rapidly developing digital business in Indonesia that connects companies with customers to conduct transactions, transport goods and transport information through the internet. The purpose of this study is to study the Digital Marketing Simulation of Online Purchasing Decisions at Lazada.co.id. This research was conducted using descriptive and verification methods. The sampling technique of this study was proportional stratified random sampling using the Slovin formula. The type of data used in this study are primary data and secondary data. Data is processed using simple linear regression analysis which has been transformed into natural log (Ln). The results of this study prove that Digital Marketing has a positive and significant effect on Online Purchasing Decision.

Keywords
Digital Marketing, Online Purchase Decision, E-Commerce

Topic
Marketing Management

Link: https://ifory.id/abstract/tQZNFCDXz2dE

Corresponding Author
Lindayani Lindayani

Institutions
a) Faculty of Entrepreneurship, Universitas Garut, Jalan Jati 42 B Tarogong Kaler, Garut, Indonesia
*lindaidris80[at]gmail.com

Abstract
An effective way to exploit a business potential is to provide quality services so that customers will be loyal in using the offered products or services. This quantitative study is aimed at examining how service quality in-creases customer loyalty. The samples are 166 pet shop customers. It is revealed that customer loyalty is down to how properly pet shop keepers treat pet animals and how they communicate with the customers. Customer loyalty to a pet shop can also be facilitated by several factors such as provision of free consultancy, provision of animal playground, competitive prices, and provision of animal care services.

Keywords
Service Quality; Customer Loyalty

Topic
Marketing Management

Link: https://ifory.id/abstract/JhWnPLYakAv2

Corresponding Author
Prita Prasetya

Institutions
Prita Prasetya
Student at School of Business, IPB University, Bogor
Lecturer at Universitas Mercu Buana, Jakarta
Mukhamad Najib
Department of Management, IPB University, Bogor
Agus W.Soehadi
Universitas Prasetiya Mulya, Jakarta
Setiadi Djohar
PPM School of Management, Jakarta

Abstract
The marketing literature reveals little agreement on the generalizability of relationship value scales that were developed in earlier works. Relationship value is more investigated methods founded on relationship marketing conception to describe and contribute better managing of company. In this study, a relationship value scale was developed for a specific context in the principal-retailer relationship. Its involved definition of relationship value, methods for measuring relationship value, impact on satisfaction and loyalty. These research assessed three alternative models of the dimension structure of relationship value construct then tested for reliability, validity and confirmatory factor analysis. The result suggested that the two multi-item scales of relationship value developed showed evidence of reliability and validity. This method is recommended to measure relationship value. Further, the findings showed that relationship value has positive effects on both satisfaction and loyalty.

Keywords
relationship value; confirmatory factor analysis; retailer; business-to-business market

Topic
Marketing Management

Link: https://ifory.id/abstract/kqdyZANhb6UG

Corresponding Author
Edi Supardi

Institutions
Universitas Pendidikan Indonesia

Abstract
The Purpose of this research is to examine the impact of Value Equity, Relationship Equity and Affective Commitment to Loyalty Intention on Go-Jek Indonesia. Sample is selected from student at several Polytechnics and Universities in Bandung Who use to utilize Go-Jek services throught their mobile phone application. 91 Questionnaires were analyzed in order to get a meaningful conclusion. The hypotheses which are tested based on the Value Equity, Relationship Equity, Affective Commitment and Loyalty Intention. All the hypotheses was accepted. Hypotheses were tested using SPSS SmartPLS. Result indicated that Almost of young people in bandung use to utilize Go-Jek Services while they will keep loyal in the future as Go-Jek, Value Equity, relationship Equity and Affective Commitment have a positive impact to Go-Jek Customer Loyalty Intention.

Keywords
Value Equity, Relationship Equity, Affective Commitment, Loyality Intention

Topic
Marketing Management

Link: https://ifory.id/abstract/ra2TVREnZuq8

Corresponding Author
Ayu Krishna Yuliawati

Institutions
Universitas Pendidikan Indonesia

Abstract
Belitung island is known as the place with hundreds of coffee shop/café and the people have the culture of coffee in their daily lives. The Belitung geopark was established in 2018 as national geopark has community that developed geoproduct, where coffee is one of their geoproduct. The study examines the marketing of coffee as the geoproduct of Belitung island geopark and how coffee play a role in the community-s livelihood. The study method is qualitative study, where primary and secondary data were collected through desk study, field study, observation and interview. Content analysis and descriptive analysis were conducted in the study. The result is found that coffee as a geoproduct of Belitung Island in terms of marketing have value, distribution of the product is still limited and coffee plays an important role the community, where SMEs are the main producer and marketer for coffee. The problems related with marketing coffee is in its product development and branding strategy, also the value chain needs to be upgraded. This study provides a baseline for future development of geoproduct in the island geopark of Belitung.

Keywords
Geoproduct, Coffee, Geopark, Small Island, Belitung

Topic
Marketing Management

Link: https://ifory.id/abstract/fvgVEXnuzRLq

Corresponding Author
Taufan Novembri Sandyopasana

Institutions
Master of Management
Faculty of Economics and Business
Universitas Indonesia

Abstract
This study analyzes the influence of perceived quality of mobile payment application towards customer loyalty. Cognition-affect-behavior model is used in this research where cognition stage includes perceived quality which divided into delivery quality and outcome quality. Customer trust, satisfaction and switching barriers included in affect stage and loyalty treated as a behavioral intention. All data in this research were collected from 342 respondents who is a mobile payment user in Indonesia. Then, a model has been estimated using structural equation modeling (SEM). The results indicate that delivery quality and outcome quality that formed through interaction with a mobile payment service positively affects customer trust and satisfaction, which in turn influence loyalty. However, customer trust does not positively influence to loyalty but has to be mediated by satisfaction. Loyalty itself has a positive effect on trust and negative effect on satisfaction. And lastly, switching barrier has a positive effect on loyalty. This developed model helps to improve the understanding of the creation of loyalty in a mobile payment context.

Keywords
mobile payment; perceived quality; trust; satisfaction; switching barrier; loyalty

Topic
Marketing Management

Link: https://ifory.id/abstract/ZK4xPvGyMYqR

Corresponding Author
Andy Pramana Kusuma

Institutions
Departemen Ilmu Administrasi Bisnis, Fakultas Ilmu Administrasi, Universitas Indonesia

Abstract
To maintain sustainability of the company in selling a product and increasing revenue, The Company need to maintaining and increasing repurchase intention of product, including in commercial vehicle / truck products. Truck vehicles have been one of the important needs for every business in running their business especially to carry out the products produced and deliver the products. Mitsubishi truck vehicle is pioneer of commercial vehicles in Indonesia which has been engaged for 49 years in Indonesia and become market leader for commercial vehicle in Indonesia. Jabodetabek (Jakarta-Bogor-Depok-Tangerang-Bekasi) is one of megapolitan areas in Indonesia which produces the largest GDP for Indonesia. So the purpose of this studi is to analyze the effect of sales promotion, brand image, and product quality against repurchase intention from Mitsubishi truck consumers, especially in the Jabodetabek area. Survey method is by using data from Mitsubishi truck consumers who has ever purchased Mitsubishi truck. The questionnaire was distributed to some respondents, then analyzed by applying descriptive and inferential statistic techniques using Structural Equation Modelling (SEM). The result of this study indicates the existence of positive impact relationship of sales promotion, brand image, and product quality against repurchase intention. The results of this study can be used as a reference for company in making strategic decision to increase repurchase intention.

Keywords
repurchase intention, sales promotion, brand image, product quality, Mitsubishi truck, Jabodetabek.

Topic
Marketing Management

Link: https://ifory.id/abstract/6yGuVepJ8tgY