Integrating SEM, Markov Chain, and TRIZ in Customer Loyalty Management and Enhancement (A Case Study in the Bina Mitra Sejahtera Cooperative Probolinggo, East Java)
Dublin Core
Title
Integrating SEM, Markov Chain, and TRIZ in Customer Loyalty Management and Enhancement (A Case Study in the Bina Mitra Sejahtera Cooperative Probolinggo, East Java)
Creator
Charles Sugianto, Markus Hartono, Yenny Sari
Proceedings Item Type Metadata
meta_title
Integrating SEM, Markov Chain, and TRIZ in Customer Loyalty Management and Enhancement (A Case Study in the Bina Mitra Sejahtera Cooperative Probolinggo, East Java)
Abstract/Description
Cooperatives are public service institutions that build and increase the economic potential of their members. Customers will get financial services that can be used to improve social welfare. However, in practice, not all customers are loyal to the cooperative. This could be because the quality of the services provided was not following customer perceptions. In addition, the market share of cooperatives can change from time to time. This study aims to analyze the causal relationship between service quality, customer satisfaction, and customer loyalty and provide suggestions for improvement to increase customer loyalty. In the Structural Equation Modeling (SEM) method, an analysis of the outer model and inner model will be carried out to determine the indicators that are the focus of improvement. Furthermore, the prediction of changes in market share will be carried out using the Markov chain method. After obtaining the outer loading weights from Structural Equation Modeling (SEM) and the results of the market share prediction analysis from the Markov chain, the proposed improvement concept ideas will be designed using the Theory for Inventive Problem Solving (TRIZ) by considering the limitations and objectives of the improvement idea.
publication_date
2024/06/15
pdf_url
https://insyma.org/proceedings/files/original/articles/108_Charles%20Sugianto.pdf
abstract_html_url
https://insyma.org/proceedings/items/show/274
keywords
Structural Equation Modeling, Markov Chain, Theory Inventive Problem Solving
firstpage
619
lastpage
624
issn
3047-857X
conference
Proceedings of the International Symposium on Management (INSYMA)
Volume
21
publisher_name
Fakultas Bisnis dan Ekonomika, Universitas Surabaya
no article
274
Files
Citation
Charles Sugianto, Markus Hartono, Yenny Sari, “Integrating SEM, Markov Chain, and TRIZ in Customer Loyalty Management and Enhancement (A Case Study in the Bina Mitra Sejahtera Cooperative Probolinggo, East Java),” Proceedings of the International Symposium on Management (INSYMA), accessed July 11, 2025, https://insyma.org/proceedings/items/show/274.