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

Author #1

Charles Sugianto

Author #2

Markus Hartono

Author #3

Yenny Sari

no article

274

Files

108_Charles%20Sugianto.pdf

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 1, 2025, https://insyma.org/proceedings/items/show/274.

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