The purpose of this study is to develop the concept of customer bonding capability in the small and medium enterprise. Empirical research was conducted to explain how marketing performance can be improved through customer bonding capability. Considering the number and role of small and medium businesses in Indonesia is increasing. Results revealed that customer bonding capability functions as an intervention between relational capital and marketing performance. Relationship capital, integrated marketing communication and adequate market information have a significant positive effect on customer bonding capability and marketing performance. Managerial implication: salespeople can develop networks that provide mutual benefits, developing closer family ties, developing continual cooperation with customers and sharing experiences with customers who can improve salesperson's performance. There is no dynamic interaction between researchers and respondents because this research design is cross-sectional. To generate dynamic interactions, longitudinal research data were needed to add

Companies that implement high quality services will meet customer expectations in a competitive and economical way. Improving service quality can be done by improving operational processes which include identifying problems quickly and systematically, establishing effective and reliable service performance indicators, and measuring customer satisfaction and other performance results. The purpose of this study was to determine the effect of service quality, product quality on customer satisfaction in shaping customer loyalty (a case study on customers at Indomaret Point Colombo Yogyakarta). This research is a quantitative study. The sample in this study are consumers who shop at Idomaret Point Colombo Yogyakarta. Furthermore, the data collection technique was carried out through the use of a questionnaire/questionnaire through several statement items. The data analysis process is carried out by testing data prerequisites and testing hypotheses through path analysis (path analysis), processing is carried out using the SPSS vs.21 application. The results of this study indicate that service quality has a negative and insignificant effect on customer satisfaction, product quality has a positive and significant effect on customer satisfaction and customer satisfaction has a positive and significant effect on customer loyalty. Keywords: customer loyalty; product quality; satisfaction; service quality; AbstrakPerusahaan yang menerapkan layanan berkualitas tinggi akan memenuhi harapan pelanggan dengan cara yang kompetitif dan ekonomis. Peningkatan kualitas layanan dapat dilakukan dengan memperbaiki proses operasional yang meliputi identifikasi masalah secara cepat dan sistematis, penetapan indikator kinerja layanan yang efektif dan andal, serta pengukuran kepuasan pelanggan dan hasil kinerja lainnya. Tujuan penelitian ini adalah untuk mengetahui Pengaruh Kualitas Layanan, Kualitas Produk terhadap Kepuasan Pelanggan dalam Membetuk Loyalitas Pelanggan (Studi Kasus pada Pelanggan Indomaret Point Colombo Yogyakarta) Penelitian ini merupakan penelitian kuantitatif. Sampel dalam penelitian ini adalah konsumen yang berbelanja di Idomaret Point Colombo Yogyakarta. Selanjutnya teknik pengambilan data dilakukan melalui penggunaan kuesioner/angket melalui beberapa item pernyataan. Proses analisis data dilakukan dengan uji prasyarat data dan pengujian hipotesis melalui analisis regresi berganda, pengolahan dilakukan dengan menggunakan aplikasi SPSS vs.21. Hasil dari penelitian ini menunjukan bahwa Kualitas Layanan berpengaruh negatif dan tidak signifikan terhadap Kepuasan Pelanggan,Kualitas Produk berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan dan Kepuasan Pelanggan berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan. Kata kunci: Kepuasan; loyalitas pelanggan; kualitas layanan; kualitas produk;

The environmental issues nowadays have make consumers becoming more selective in selecting products and brands going to use. The purpose of this study is to investigate the effect of green advertising on green purchase intentions mediated by green attitude awareness in the young generation. Young generation has strong curiosity and has easier access on getting products information, so this research focuses deeper on examining how much green advertising, green knowledge, and eco-label information affect the awareness on green attitude which later influences green intention to purchase. This research used primary data obtained from questionnaires distributed directly to 150 undergraduate students of universities in Indonesia. We used Structural Equation Modeling (SEM) for verifying hypothesis and AMOS 20 software for getting empirical results of 16 items questions representing indicator of 4 variables. The result showed that green advertising and green knowledge were able to form the awareness on environmental friendly. Although eco-label information did not influence the awareness on green attitude, it influenced the green purchase intention directly.

No abstract

ini menggunakan metode penelitian kuantitatif dengan menggunkaan teknik pengambilan sampel dengan metode purposive sampling. Menggunakan 75 responden dengan karakteristik (usia, jenis kelamin, berapa banyak pembelian) sebagai subjek penelitian. Aplikasi SPSS 20.0 telah mambantu untuk menguji hasil dari penelitian. Hasil penelitian menunjukkan bahwa Citra Merek, Kelayakan Harga, dan Kualitas Produk secara simultan berpengaruh signifikan terhadap Minat Beli konsumen Bobatime, Citra Merek tidak berpengaruh signifikan terhadap Minat Beli konsumen Bobatime, Kelayakan Harga berpengaruh signifikan terhadap Minat Beli konsumen Bobatime dan Kualitas Produk berpengaruh terhadap Minat Beli konsumen Bobatime Kata kunci: Citra merek; kelayakan harga; kualitas produk; minat beli Analisis pengaruh citra merek, kelayakan harga dan kualitas produk terhadap minat beli konsumen