In the current era, the internet plays critical roles in people's life. Several activities that used to be done traditionally (offline) have now enter the virtual world. This phenomenon brings a huge change in people's lifestyle who want something has done faster and easier than before. Just like a shopping behavior, customers' activity in travelling is also changed. Nowadays, a lot of people don't go to the traditional of physical (offline) travel agencies. They have switched them with online travel agency app. The concept of satisfaction and loyalty using a website or app based on technology is more popular with the terms E-Customer Satisfaction and E-Customer Loyalty. Some E-Customer Satisfaction determinants which will be examined in this research are app image, customer's inertia, app knowledge and innovativeness. This research conducted by distributing questionnaires to respondents who aged 17 years-old and/or above and they had had used OTA app to purchase travelling product. Questionnaires were distributed to 320 respondents, but only 310 that could be used for analysis. The data were analyzed with Regression Analysis. The results are the app image, customer's inertia, and app knowledge have a positive significant relationship in predicting e-customers satisfaction. Conversely, customers' innovativeness has negative significant relationship in predicting e-customers satisfaction. It means that with the increasing of app image, customer inertia, app knowledge can improve e-customer satisfaction. Also, e-customer satisfaction can be improved by the lack of customers' innovativeness. In the long run, e-customer satisfaction will increase e-customer loyalty.
Background: Industrial centers (UKM) in Malang are scattered throughout the city. According to data from the Malang Cooperative and UMKM Office, only 30% have gone online from the 70,000 UMKM currently available. This is an opportunity for young people to be able to help UMKM to go online. The main obstacles experienced by UMKM are financing problems, technology and product innovation, market research and inefficiencies. Purpose: To solve the problems of MSMEs in Malang City, especially in the field of technology and product innovation for women groups, UKM Craftsmen Sanitair Klaseman Malang. Method: Training on making e-commerce based marketing channels and social media which includes training on making e-commerce channels through social media and the internet. Results: The UKM of sanitation products in Malang were mostly dominated by 50% flower pots and 25% carvings. The use of social media for UKM partners had an impact on increasing orders from consumers through social media. The types of social media used was Whatsapp (100%), Instagram (55%), and Facebook (87.5%). Communication of sellers and buyers was effective and efficient through media chat messenger. Means of direct contact between sellers and buyers reached 87.5% through social media. Conclusion: Partners got increased orders from consumers after using social media. They could also grow their business bigger because they could have transaction directly with bank transfer payment method.
Covid-19, apart from affecting the income of big businesses, also affects micro, small and medium enterprises (MSMEs) due to a decrease in consumer purchasing power to the conventional strategies of MSMEs that are not ready to face the crisis. Until now, MSMEs in Watudandang Village are less orderly in the management of operational financial records so that the profits earned cannot increase the economic class of their business, besides that, marketing techniques for MSME products have been carried out online but have not mastered the tricks and strategies of how products can be easily searched so that they are suitable with consumer expectations. The method of implementing this program is carried out in a blended manner in the form of training in the preparation of financial reports for MSMEs and online product marketing assistance. This activity resulted in an increase in the competence of MSME players in analyzing profit and loss more precisely, thus providing an overview / perspective for MSME players to make policies regarding the course of their business operations. In addition, as a result of the impact of this pandemic crisis, MSME players have been able to take advantage of information technology to market their products online so that consumers will still look for these UMKM products.
Traditional marketing communication media begin to be abandoned by customers; therefore, companies need to find other more effective alternatives to communicate with customers. Companies try to convince that customers not only use the the products they bought but also get unforgetable experience. Thus, companies often hold experiential marketing in the form of event as one of the alternatives. One of the efficient ways to conduct event marketing activities is by establishing an event sponsorship and building collaboration with event organizers. One of many companies which prioritizes its event sponsorship is PT Sinar Sosro East Java Region Representative Office. To be able to maintain the continuity of this program, PT Sinar Sosro East Java Region Representative Office needs to pay attention to the quality of event sponsorships services provided by company’s Marketing support Division. The purpose of this study is to analyze customer evaluation that is the event organizers, for the quality of company’s sponsorhip event services. In line with this purpose, this study used a 5-scale Likert measurement from the 5 dimension SERVQUAL measurement items with gap analysis techniques. Samples were taken using a proportional stratified random sampling method, resulted a minimum sample size of 97 respondents. Questionnaires were sent to 115 respondents but only 101 which could be analyzed further. Results showed that PT Sinar Sosro East Java Region Representative Office sponsorship event services was rated good since most of the results from gap analysis of each items of questionnaire statements showed a positive scores. Although some negative scores appeared, it did not dominate the overal result. The negative scores appeared on several items on tangibles, reliability and responsiveness dimensions. Overall positive scores were existed on assurance dimension, which consisted of the most statement items on this questionnaire, and empathy dimension. This indicated that the level of service received by customers had exceeded the service level expected by them.
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