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Strategi pengembangan asuransi tanaman kelapa sawit dengan pendekatan model bisnis kanvas (studi kasus: pt asuransi tri prakarta)
Get PDFIndonesia is the largest country producing palm oil. The existence of climate change in the form of El Nino has had an impact on the sustainability of oil palm plantations, with the fire of land and oil palm plantations. The impact that is borne by the community is not only in terms of health such as ARI, pneumonia, asthma, eye diseases, and skin diseases but also affects other economic joints such as agriculture, environment, transportation, trade, tourism and education. The extent of oil palm plantations is not comparable to the insurance premiums of oil palm plants obtained by insurance companies. Tri Pakarta Insurance as one of the companies that market palm oil insurance products, its premium growth is still stagnant so there are still big opportunities for companies to get insurance premiums on oil palm plants.
This study aims to identify the description of the oil palm plant insurance business model run by Tri Pakarta Insurance, formulate a strategy that needs to be implemented in increasing the insurance of oil palm plants and create a new business model canvas for the development of oil palm plant insurance in Tri Pakarta Insurance.
This research was conducted by descriptive method. Data used in the form of primary data and secondary data. Data collection is done through observation, interviews, questionnaires and literature studies. The sampling technique is by non-probability sampling-purposive sampling with the hope that the selected sample has the knowledge, expertise and competence in the field studied in this study at PT Tri Pakarta Insurance. Some things as a condition of being a resource person as a minimum of 10 years working in the Insurance Industry, Manager's minimum position / position, working in the field of Underwriting Engineering, Claims & Marketing. The analytical tools used are Business Model Canvas (BMC) and Matrix Strength-Weakness-Opportunity-Threat (SWOT).
Based on the results of the research, it shows that the highest strength lies in the elements of Key Partners and Channels with values of 4.1 and 3.7. Furthermore, the highest weaknesses are indicated by Key Activities and Key Resources elements with values of 3.10 and 3.00. Both have relatively low weaknesses compared to the weaknesses of other elements. The highest opportunity lies in the Customer Segment element with a value of 4.2 and Customer Relationship with a value of 3.97. Threats in all segments are classified as low with values between 3 and 3.4. High threats in the Revenue Stream and Cost Structure elements.
Managerial implications in developing palm oil insurance, companies can use strategies through the Customer Relationship program such as risk / disaster mitigation, good and right cultivation methods, and entrepreneurship. Companies can also use information technology such for product marketing. In order to reduce the threat of losing partners, companies can collaborate with new partners such as the Department of Agriculture, especially in oil palm producing areas. The company is expected to have many experts with inhouse training and public training. To increase the value added, in the future it is necessary to make products with complete guarantees such as natural disasters, pest and wild animals. The company can collaborate with State and Private Banks, Village Unit Cooperatives (KUD), the Association of Indonesian Palm Oil Entrepreneurs (GAPKI), the Indonesian Palm Oil Farmers Association (APKASINDO), the Indonesian Palm Oil Plasma Farmers Association to reach customers.
Suggestions for further research to be able to use other analytical tools in developing strategies for developing palm oil insurance, considering the analysis tools in this study are limited to the SWOT analysis of the nine elements of the canvas model business
Analisis efisiensi perbankan sebelum dan setelah dilakukan merger
Get PDFIn 2006, Bank Indonesia issued a Single Presence Policy (SPP). The main objective of this regulation is to create a robust Indonesia banking structure which also stated in Arsitektur Perbankan Indonesia Pillar 1. A consolidation process between banks will be required to achieve this goal. One of the consolidation process that could be implemented is ownership restructuring through the application of Single Presence Policy.
This study purposes to measure the impact of consolidation process through mergers for banks that impacted by SPP regulations. The methodology for this study is Two-Stage Data Envelopment Analysis with Tobit Regression. Timeframe for this this study is twelve quarterly before and twelve quarterly after merger and/or acquisition commencement. Bank’s efficiency is measured using total deposits, fixed asset and Non-Interest Expense as input and total loan and Other Operating Income as output.
DEA resulted that efficiency score on post-merger is relatively more efficient than premerger. Tobit regression model is employed to determine factors affecting bank efficiency and we noted for pre-merger that Bank Size (TA), ROA and NPL has significant effect to Bank’ efficiency. However for post-merger, Bank Size (TA), CAR and ROA has a significant effect to Bank’ efficiency
Analisis pengaruh brand image, kualitas produk dan layanan purna jual terhadap keputusan pembelian ulang smartphone samsung
Get PDFThe growth of smartphone users is quite significant in Indonesia. Based on eMarketer data (2018) recorded from 2013 to 2018 Indonesian smartphone use experienced a significant increase of 376 percent, making Indonesia a potential market share for companies engaged in the smartphone industry and its derivative products. In addition, based on statcounter data (2018) there are 27 smartphone brand names circulating in Indonesia in 2015 and continue to grow until 2018 reaching more than 40 smartphone brand names. This led to competition between smartphone manufacturers with the number of new brands popping up. One of the smartphone manufacturers involved in the competition is Samsung. In 2018 there was a decline in Samsung smartphone marketshare from the previous year.
This study aims to identify Samsung smartphone respondent characteristics and analyze the influence of brand image, product quality, after-sales service on the decision to repurchase Samsung smartphones in the DKI Jakarta area as well as managerial strategies in maintaining the decision to repurchase Samsung smartphone users.
This research is a quantitative description research carried out with a survey method approach through distributing structured questionnaires to Samsung smartphone users and having done after-sales services in the DKI Jakarta area. The sampling method is done by non-probability sampling techniques through a convenience sampling approach. The number of sample respondents is 100 people. Data processing is done by using descriptive analysis to explain the demographic characteristics of respondents and Structural Equation Modeling-Partial Least Square (SEM-PLS) to see the influence between variables.
In the brand image, most respondents agreed to corporate image (99%), user image (80%), and product image (97%). In product quality, most respondents agreed on product performance by (92%), privileges (96%), conformance (97%), reliability (86%), resilience (81%), aesthetics (77%), perceived quality (90 %), service capability 92%). In after-sales services, most respondents agreed to guarantees of (82%), application assistance (89%), and customer service of (95%). In a repeat purchase decision, most respondents agreed to decide to buy a smartphone for (82%), would faithfully use Samsung cellphone products for (85%), and would recommend Samsung smartphone products to others by (83%).
Based on the results of the analysis carried out in this study, namely the analysis of the influence of brand image, product quality and after-sales service on Samsung smartphone repurchase decisions, the conclusions that can be taken are:
The characteristics of the respondents in this study included those of Samsung smartphone consumers at the level of the middle class who were included in the category of everyday mobile usage. This is based on the dominance age range of 20 to 30 years with a senior secondary education or equivalent and the level of expenditure of two to three million per month. Product quality variables and after-sales service variables as a whole have a significant positive effect on the dependent variable (purchasing decision) While the brand image variable has a positive and not significant effect on the dependent variable (purchasing decision). The managerial implications of this research can be taken by maintaining the quality of durability and reliability (good quality of the hardware and software sector) of products (Samsung smartphones), and improving the quality of after-sales services in terms of warranty (fast and responsive in serving warranty claims)
Pengaruh karakteristik obligasi dan faktor makroekonomi terhadap return obligasi korporasi sektor properti, real estate dan konstruksi bangunan
Get PDFA company as a party that needs some amount of fund can collect the fund through a capital market by selling their shares to the public or issuing a bond, while the investor as a party who owns some amount of fund can use the capital market as one of the investment alternatives for collecting profit. Bond trading continuously increases year by year. The frequency of bond trading continuously increased from 2013 to 2016. In 2013, it has been recorded that the frequency of bond trading was 19.989 and then it increased become 22.152 in 2014 and it continuously increased up to 24.398 in 2016. The growth of the sectors of property, real estate, and building construction was included at the top-three rank after basic industry and chemicals sector and financial sector i.e. 76.23%. The outstanding values of the property, real estate, and building construction sector were at 22.20 billion rupiahs, in which it was at the second highest rank after the financial sector. The high outstanding value and the growth of corporate bond in the property, real estate, and building construction sector were caused by the new government policy.
The data used here was in form of the listed corporate bond and it was actively traded in IDX (Indonesia’s Stock Exchange) especially in the property, real estate, and building construction sector for the period 2013-2016. The sampling technique used in this research was purposive sampling method, which the sample was determined through a certain criterion, and it had been chosen 6 issuers with the total bond of 11 bond series as the research object. The data processing and the data analysis in the research used a panel data regression technique. The panel data was collected using the cross-section model and it was followed by the data collected within a certain period/time series.
The research finding showed that the bond characteristic used here i.e. duration had a significant and positive impact on the return of the property, real estate, and building construction sector. The macroeconomic factors such as inflation and interest had a negative impact on the bond return in the property, real estate, and building construction sector. Meanwhile, other macroeconomic factors i.e. exchange rate and IHSG gave no impact toward the bond returns. The gold price gave a positive impact on the bond returns in the property, real estate, and building construction sector. However, global oil prices had no significant impact on the bond return
Analisis risiko pembiayaan dengan credit scoring pada pembiayaan mikro (studi kasus di bank syariah x)
Get PDFIslamic banking is a banking system based on Islamic law. The effort to establish this system is based on the prohibition in Islam to collect or borrow with interest or what is called usury. The existence of Islamic banking is expected to help micro, small and medium enterprises in overcoming the problem of limited capital. Micro financing is here to overcome this. However, there is an impact faced by the Bank when conducting financing distribution, namely the risk of financing. Risks that arise because customers cannot carry out their obligations to the bank. Mitigation carried out for financing risk is to use credit scoring. Credit scoring can help banks determine which customers are eligible for financing.
The purpose of this study is to identify the characteristics of microfinance customers in Bank Syariah X based on the quality of financing, then what variables influence the quality of financing and how to form the appropriate credit scoring model and evaluate the goodness of the model.
This study uses primary data and secondary data. Primary data is obtained by conducting in-depth interviews with the management of Syariah X Bank. Secondary data is obtained from the Bank Syariah X database and several literature references such as books, theses, scientific journals and other documents. This research uses descriptive analysis method and logistic regression analysis.
The results of this study indicate that (1) the characteristics of microfinance customers are traders who have a business of at least 2 years and a maximum financing period of 5 years (2) variables that affect the quality of financing, namely current ratio, dependence on customers, time period and collateral adequacy ratio and based on the level of evaluation of the goodness of the model, the model formed is quite good
Perilaku dinamis perusahaan konstruksi di asia tenggara
Get PDFGlobal competition has challenged construction companies in Southeast Asia that forces them to be efficient to stay profitable. The competition should have a considerable effect on the efficiency and performance of contruction companies. This research aims are: 1) to determine efficiency from the persfective of time, country’s border characteristics and regional; 2) to provide bench-mark cost of production and profit structures of construction companies in Southeast Asia region; 3) to compare the construction companies’ performance among the countries; and 4) to determine the factors that affect the construction companies’ performance.
The data were obtained from annual report of each companies in Indonesia, Malaysia, Philipines, Thailand and Singapore reported in the Stock Exchanges of each country from year 2010 through 2016. The research methods include Data Envelopment Analysis, descriptive analysis, ANOVA, static and dynamic panel data.
The results indicate that i) the efficient companies are dominated by the companies from Indonesia and Thailand (67% of total population). In addition, efficiency changes across time, only 30% remained when time factor is neglegted and also when border factor is neglegted. Efficient companies are only 12% remained when time and border factors are neglegted simultaneously, ii) When analyzing the company financial structure, the bench mark for Mean of EBIT per sales reveals at 15% of total sales while mean of production cost per sales is at 84% level, iii) Further results reveal that the financial performance of construction companies among the countries is indifferent while their market performance differs among the countries. Malaysian construction companies has the highest EPY of 8.420 while construction companies of Indonesia has the lowest EPY of 0.059. The financial performance of construction companies is affected by DER, interest rate and efficiency, while their market performance is influenced by growth of construction cost, interest rate and score of efficiency.
Managerial research implication for the government is as the followings: (1a) improving beraucration process, ease of investment, tax insentive, import, and legal processes in the field of construction, (1b) Government needs to encourage big factories to produce cement plant, alumunium plant, steel, glass factories domestically to reduce the cost of materials and import, (1c) Government need to support the finance of construction like what China has done via China Construction Bank Corporation (CBC). This scheme will help construction companies getting finance and debt with low cost, (1d) Govenrment need to prioritised local companies and state owned enterprises to get state projects so that the domestic companies will get steady revenue. 2) In the bench mark for EBIT per sales 15% and Production per sales of 84% imply that the govenrment should use that bench mark as a reference for government projects, for planning of country spendings and for reducing under table cost (sunk cost). 3) Govenrment need to encourage for domestic companies to do Merger with foreign companies for ekspansion and branding. 4) Implication in financial performance and market perfomance is that the government needs to: (i) push certification and skill training for construction workers; (ii) provide competitive interest rate; (iii) to provide regulations that ease the process of joint veture, merger between local and foreign companies and encourage pubic private partnership (PPP) for government’ projects so that the difficulties in DER can be solved.
Managerial implication for practitioners or companies is as the followings: (1a) to buy main equipment and materials in big volumes (bulk purchase) to reduce cost; 1b) to enhance supply chain management to lower production cost; 1c) To purchase materials for construction with forward contract system, and 1d) to improve human resources quality for construction workers so that repair cost can be minimized. 2) Bench mark of construction production cost implies for practitioners and project managers to use the bench mark as reference in evaluating construction project feasibility. 3) companies to increase their reputation and branding in the market. (4a) since interest rate affect the performance of construction companies, the firms need to do or have bank guarantee, payment bond, fine for lateness in completion, construction all risks, clear and detail construction contract so that debt or receivables can be paid, and 4b) construction firms need to improve quality of works and to do efficiency.
Suggestion for further research is as the followings: i) need to extent the research to include China, Jepang dan Korea Selatan to see if big revenues have some impact on the performance and efficientcy. ii) Measurement of efficiency using DEA is also need to include qualitative input and output such as: Human resources quality, project completion time, rating of the firms, and quality of the construction; iii) need to add intangible aspect of the firms such as: reputation of the firms, customer satisfaction, human resources, and iv) Need to use other aspects such as: return on assets (ROA), return on equity (ROE), return on invested capital (ROIC), earnings before interest tax depreciation and amortisation (EBITDA), margin, operating profit less adjusted taxes (NOPLAT) while Performance of arket/equity to use dividend per share (DPS), dividend yield (DY), price to earnings ratio (PE), dan enterprise value
Analisa modal kerja dan struktur modal optimal pada perusahaan ritel farmasi
Get PDFPT Kimia Farma Apotek, a pharmaceutical retail chain company owning the most pharmacy outlets and the market leader of Indonesia pharmaceutical retail industry, establishes market expansion through pharmacy outlets number expansion as one of its business development strategy. New pharmacy outlets were intensively established starting from 2013 to 2017, with the realization over than 100 pharmacy outlets every year. The funding source came from internal cash which is retained profit (equity). Yearly net revenue insufficiently covers investment requirement and the short of funds was made through the mismatch of external funding source which is short-term bank debt which ought to be used to fund working capital requiment, instead of utilizing long-term debt as investment funding source. The mismatch in funding source utilization caused the rise of capital cost in financial aspects, as well as the disruptment in company activity in operational aspect. This research aimed to analyse the condition of operational and financial performance, the condition of working capital, and the composition of capital structure after the implementation of strategy.
Analysis and methods used in data processing includes (1) Financial report analysis (profit and loss, balance sheet) with horizontal (trend) and vertical (common size) analysis, and also financial ratio analysis. (2) Working capital analysis with Cash Conversion Cycle (CCC) and Return on Working Capital (RWC). (3) Capital structure analysis with Traditional Approach and Modigliani Miller II.
The strategy of pharmacy outlets aggressive expansion increases KFA sales and revenue up to year 2014, indicated by the rise in financial profitability ratio until the particular year. The increase in sales is inadequate to enhance revenue improvement starting from 2015, which indicated by the decline of profitability ratio. Activity ratio analysis shows the decline of financial performance from 2012 to 2017. The available working capital in each year from 2012 to 2017 were sufficient to cover working capital requirement in each year. The calculation of capital structure towards the position in 2012-2017 shows that the 2017 capital structure with the composition of 69% debt and 31% equity was the best proportion, which contributes in the highest firm value and the lowest capital cost. The simulation of optimum capital structure resulted in the composition of 40% debt and 60% equity.
Company management ought to review the strategy of pharmacy outlets aggressive expansion especially considering the change in customer buying behaviour due to information technology advancement. Capital restructurization ought to be performed through bank debt refinancing in compliance to funding objective and equity addition, to achieve optimum capital structure and to maintain the sustainability of pharmacy outlets aggressive expansion strategy implementation
Pengaruh persepsi atmosfer, persepsi nilai dan nilai hedonik terhadap loyalitas konsumen melalui kualitas layanan warunk upnormal
Get PDFThe food and beverage industry in Indonesia is currently growing very
rapidly due to the high level of demand by consumers. Culinary tourism has
become part of a lifestyle that is not only owned by urban communities, but also
almost all walks of life in Indonesia. Consumers have many culinary choices so
the bargaining power of each restaurant is weakening. In addition to providing
quality food and drinks, the restaurant is also required to meet consumer
experience through several factors so that consumers still want to visit the
restaurant. Likewise with Warunk Upnormal which is demanded to continue to be
creative and innovative in order to survive in a growing culinary business.
This study aims to 1) Analyze the influence of atmospheric perception,
perceived value and hedonic value on the quality of Warunk Upnormal services,
2) Analyze the influence of atmospheric perception, perceived value and hedonic
value on consumer loyalty Warunk Upnormal, 3) Formulate managerial
implications to increase consumer loyalty. The SEM method is used to assess the
relationship between variables of atmospheric perception, perceived value and
hedonic values in measurement. Customer Loyalty Index (CLI) analysis is used to
link the factors that drive loyalty.
The SEM results from this study yielded three of the seven hypotheses
whose relationships were significant. The three hypotheses are atmospheric
perception variables significantly influence consumer loyalty variables, value
perception variables significantly influence service quality variables, and hedonic
value variable relationships have a significant effect on service quality, or have a
greater than 1.96. While the results of the CLI analysis note that Warunk
Upnormal's consumer loyalty index is 55.81 percent. This value is included in the
neutral or average category, where the level of consumer loyalty is high when
viewed in terms of respondents would recommend Warunk Upnormal to others
Analisis penggunaan aplikasi uang elektronik dengan unified theory of acceptance and use of technology 2
Get PDFThe rapid development of technology has affected the financial technology sector in Indonesia. According to Fintech Report Dailysocialid survey agency showed there were 140 companies that had begun to implement financial technology-based systems in 2016 and had increased in 2017 to 196 companies. Data from the Indonesian Financial Technology Association (IFA) and OJK showed that the largest percentage in financial technology was in the payment sector. However, the Central Jakarta survey data in 2017 shows that the cash payment method is still the main choice of consumers, namely 77% in making payments. Most cash payment methods are chosen because they are considered more measurable, accepted everywhere and practically.
This study uses UTAUT2 which is a model that identifies technology acceptance and use for consumers in this case is electronic money. Variables in this study include performance expectancy, effort expectancy, social influence and facilitating conditions, hedonic motivation, habit and price value and bank indonesia regulation.
This research took place in Jakarta, Bogor, Depok, Tangerang and Bekasi. Writing answers based on Likert scale is used to process data with Structural Equation Modeling (SEM). The population in this study is millennial generation aged 18-36 years in Jabodetabek with the criteria of respondents as samples in this study, namely users of online transactions
In this study there were seven fit models and two of them approached the boundaries of model fit, namely the Root Mean Square Error of Approximation (RMSEA) and the Normed Fit Index (NFI). The closer RMSEA is to 0, the better it is, besides that the usual RMSEA value is 0.9 is considered suitable, if NFI> 0.8 is acceptable. In addition, the RMSEA value which ranges between 0.08-0.10 is stated to indicate a match that is not good or bad.
The results of research on the use of financial technology in Jabodetabek, the most significant online transaction used is transportation services of 37.29%. As many as 95% knew about the financial technology industry and from 96.33% as much as 67.72% got information about financial technology from the internet. The intensity of the use of electronic money apllication in this study shows that 56.84% use electronic money apllication less than ten times (<10), 29.82% use 10-20 times and 13.33% use more than 20 times in one month.
The most frequently used financial technology product is Go-Pay with a percentage of 63.16% and the most dominant reason for using electronic money apllication is practically 26.67%. The nominal top up balance that is most often done is <Rp 250 000 with a percentage of 45.61% and most of them top up via SMS / Internet Banking at 64.21%. The variables in this study have a significant influence on behavioral intentions except facilitating conditions, hedonic motivation and price value. Whereas, all research variables that influence usage behavior have a significant influence.
Some forms of managerial implications for companies are increasing consumer intensity in the use of electronic money. Companies need to maintain the ease of the process when using electronic money, one of which is by making features that are user friendly so that consumers feel happy and satisfied when using it. The company must also maintain a discounted promo when using electronic money apllication to be a driver of the community to use it. On the other hand, companies also need to pay attention to the protection of consumer information based on regulations issued by the government.
For consumers who will use electronic money apllication as a payment method, they need to pay attention to the rules made by the company, especially for activities related to promos. In addition, the government needs to keep abreast of the use of electronic money apllication in the community and companies in order to minimize fraud committed by companies providing electronic money apllication to the public. Financial institutions should monitor the use of electronic money apllication in the community as well as make some special rules that must be applied by companies that use electronic money apllication as a method of payment so that regulations between companies have the same foundation
Analisis customer retention menggunakan pendekatan customer relationship management pada perusahaan kredit mobil
Get PDFBusiness environment is in a dynamic condition with strong intensity of competition that requires company to continually make improvements and update for achieve their competitive advantage compared to competitors. The competitive advantages must be felt by customer to make direct impact for company especially in terms of increasing sales volume. Customer focus of the company come from new customer, customer who have never used a company's product or service or customer who have previously used the company's product or service. The car loan company which is the object of research is one of the companies engaged in financial services. In the previous year the business process strategy carried out by company X more focused on strategies for acquiring new customer (customer acquisition). This can be seen from the portfolio of customer who take credit at the company X nearly 80.0 percent are new customer and only 20.0 percent customer who have previously used company products or service. On the other hand company X has portfolio target for customer who have previously used company product or service by 30.0 percent, but for the past five years the target has not been achieved.
There are seven latent variables in this study, customer perceived value (CPV), corporate image (CI), service quality (SQ) and switching barrier (SB) as an exogenous variables. Customer retention (CR) as an endogenous variable. Customer satisfaction (CS) and customer trust (CT) as an intervening variables. The objectives of this study are (1) to identify the characteristics of customer who take car loan in company X, (2) analyze the effect of customer perceived value, corporate image and service quality on customer satisfaction, (3) analyze the direct effect of switching barriers on customer retention, ( 4) analyze the direct influence of customer satisfaction on customer retention and the indirect influence of customer satisfaction on customer retention through customer trust, (5) formulate managerial implications that can be applied by company X in implementing strategies to increase customer retention.
This research was conducted at one of the car loan companies in Jakarta. This research has been completed from February to July 2019. The approach used in this research is survey of company X customer. The type of data used is primary data originating from filling out the questionnaire. The sampling technique used was purposive sampling. The sample requirements in this study are customer with priority segmentation in Jabodetabek area who have made a car loan at least once and for five years since the end of their credit period they have never made credit again. Data processing techniques used in this study are Structural Equation Modeling (SEM) with AMOS and descriptive analysis using SPSS and Microsoft Excel.
The result showed that the majority of customer who took car loan at company X are male (82.3%) with ages 31-40 years (51.0%) and were married (71.6%). The education level of company x customer is dominated by S1 (65.5%) who work as an employee (43.2%). The biggest monthly expenditure customer is in the range of Rp.4.000.001-5.000.000 (54.8%). Based on vehicle ownership data show that customer who have a number of vehicle as much as one unit more than the other number (80.0%) with the most owned vehicle brand is Toyota (63.5%). Company X, BCA Finance (BCAF) and Mandiri Tunas Finance (MTF) are car loan companies that become top of mind. Currently the credit company that are used more by customer are BCA Finance (BCAF) because BCA Finance (BCAF) has lower interest rates. The main advantage of the company X now is a fast credit process (21.3%). Most customer are aware of the special offer provided by company X for loyal customer (68.7%). The known special offer is in the form of credit ceiling (55.9%). But it turns out that the special offer considered attractive to customer is the special interest (62.4%).
Based on the evaluation of the suitability model, the model used in this study is fit so it is feasible to test the hypothesis. Based on the evaluation of indicator validity test, there are 17 indicators that show results >0.5 or valid. The result of this study are that customer perceived value has a positive and significant effect on customer satisfaction; corporate image has a positive and significant effect on customer satisfaction; service quality has a positive and significant effect on customer satisfaction; switching barrier has a positive and significant effect on customer retention; customer satisfaction has no significant effect on customer retention; customer satisfaction has a positive and significant effect on customer trust and customer trust has a positive and significant effect on customer retention.
Managerial implications for company X are making customer grouping, customer sales target and making special products based on customer grouping. Pricing aspect need in making these special products. In addition, company need to create a channel for delivering information to customer, one of which can use telesales mechanism. As a media reminder to customer, company can use Short Message Service (SMS) or whatsapp blast