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.
There are various ways to use the internet technology for marketers. One of them is the use of social media as a means for marketers to inform or sell products or services for customers' online market share. Social media is a new marketing tool that makes it possible to know customers and prospective customers in ways that were previously impossible (Clayman, 2017). The subjects of this study were the people of Surabaya, who were selected by simple random sampling. This study uses a Likert scale as a measurement scale, which consists of four answer choices. This was used to accommodate differences in respondents' answers between categories of respondents. Data collection was carried out through a questionnaire containing several questions which were then recorded, calculated on average per dimension, and analyzed descriptively. The questionnaire in this study employed to measure the effectiveness of advertising is based on EPIC theory (Empathy, Persuation, Impact, and Communication - EPIC), and to measure brand awareness is based on the brand awareness of the pyramid theory (top of mid, brand recall, brand recognition, and unaware of the brand) by David Aaker quoted in Durianto (2004). All respondents knew the Kitchenindo brand with the help of content or advertisements through the Kitchenindo Instagram account and respondents rated Kitchenindo's ads or content on Instagram as effective. Thus, the use of digital marketing communication media can be used as a tool to achieve the awareness of the Kitchenindo brand, although this research only reached the brand recognition stage and has not reached the level of brand recall and even top of mind. This turned out to have an impact on the number of product sales figures that did not significantly give benefit to the company.
This study aims to determine the application of marketing segmentation strategies to increase the number of customers of healthy food and beverage products. This study is conducted to analyze the phenomenon where the number of people suffering from obesity is increasing especially in urban areas in Indonesia. This phenomenon appears as one of the effects of changes in people's lifestyles today which tend to consume less healthy food and drinks which can trigger obesity in the body. The healthy food and beverage product, “X”, seeks to contribute a solution for public health problems as well as to meet the demand for food and beverage products that are healthy and practical to consume. The data of this study were obtained from a survey of respondents in Surabaya, East Java. Hence, descriptive statistical methods was applied. The results showed that the application of marketing segmentation strategies can increase the number of customers who buy healthy food and beverage products of the X brand.
Background: Covid-19 pandemic has been attacking for more than a year. And since then, the pandemic not only attacked public health, but also attacked the economic sector. Micro, Small and Medium Enterprises (MSMEs) as the backbone of the economy are the most affected parties. One of the reasons is that the offline sales and marketing channels. The members of the East Java IKM Forum (FIJ) Bojonegoro Branch also face this problem. MSMEs as a 60% contributor of Indonesia’s Gross Domestic Product (GDP), have a very important role in economic recovery. Support for this industry is not only the obligation of the government, but also the obligation of various parties such as the higher education institution. Objective: This community service aims to help the members of FIJ Bojonegoro Branch to transform into a digital ecosystem. Digitalization is not only in marketing, but also in financial reporting. Methods: Implementation of activities in 3 (three) stages, planning stage, implementation stage in the form of training and mentoring and evaluation stage. Results: This activity has encouraged 100% training participants to transform into a digital ecosystem and also helps MSME owners in optimizing the use of financial transactions applications and the use of marketing applications. Conclusion: MSME digitalization training and assistance is very useful in helping business owners evaluate business financial performance and carry out effective promotions, attracting attention and helping to bring products closer to customers.
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