Articles

Investigating Factors Influencing Customer Churn in the Online Bill Payment Services

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In Indonesia’s growing digital economy, the high churn rate in online services, such as bill payment platforms, is a critical concern. An example is BillsXYZ, a pseudonym used in this research for confidentiality, where similar services are readily available, and customer switching is effortless. The study conducted an analysis of the external environment to gain insights into the competitive landscape of the market. Using the Theory of Planned Behavior, a framework including key elements like customer experience and satisfaction, price and promotions, service quality, social influence, brand image, ease of use, and features of the service. The research involved 110 survey participants and four detailed interviews. Key findings from the analysis indicate that while there is moderate satisfaction with the online bill payment service, there are areas that require improvement, including recurring payment failures, limited availability of certain payment methods, and insufficient awareness of certain features. To address these issues and enhance customer retention, recommendations were put forth, such as increasing feature awareness, improving service quality, and implementing strategic promotions. This study provides valuable insights for online bill payment services to improve customer retention strategies.

Promotion Strategy of Local Artisan-Made Product

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Fashion has merged and become one of the main interests for each individual and has a personal meaning according to the personality and taste preferences of each. This holds true for fashionable shoes as well, especially for ladies. Considering how it has evolved, footwear is one of the elements of fashion that reveals the social standing of its wearers. Shoes are no longer merely a basic necessity for human existence, but they are also now inextricably linked to the demands of fashion for the ideal image.

Women’s shoes are created in a variety of styles that are characterized by model, color, and shape, whose purpose varies depending on the style they wish to exhibit, along with the evolution of fashion trends. Many women are on the lookout for new shoe improvements that are feminine but also straightforward and comfortable to wear. Privet is thus active as a company involved in fashion, specifically women’s shoes, to meet the demands of the market. The company, which has been operating legally under the name CV. Privet Dwi Sentosa since October 23 2020, are produce the product made by local artisans with a variety of feminine models, however they still seem stylish and comfortable. Each Privet product is embellished with handmade features to give it a special, one-of-a-kind touch.

Considering the large opportunity in the market potential and the ability of local craftsmen to produce high-quality products, Privet wants to try to expand sales distribution by offering products directly to consumers by exploring direct-to-consumer promotion strategies based on the customer preferences like many other big brands do to attract the maximum market potential.

Tapping the New Source of Growth: New Marketing Strategy for a Heavy Equipment Distributor in the Nickel-Mining Sector

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Indonesia which owns 23% of the world’s nickel reserves, is in the early phase of the nickel sector development, which affects the heavy equipment industry to support operations. PT Kaizen Distributor, Tbk is a seller of an Articulated Dump Truck (ADT) and the sole distributor of the Kaizen brand in Indonesia. To date, the corporate has focused only on sales to the coal and gold mining sector and is yet to conduct nickel-mining market penetration to the fullest. This is indicated by a decrease in the corporate nickel sub-sector contribution from 26% to 16% and instability of unit sales. While the current ADT competition is very competitive, therefore, the purpose of this research is to formulate a new marketing strategy to focus on the nickel-mining segment. The qualitative methods were used by carrying out observations, in-depth interviews, and utilizing supporting data from internal and external corporate reports. SWOT Analysis is a generic framework used for business environment analysis. The Positioning Maps and the Existing 4Ps Marketing Mix are used to assess the corporate’s positioning and strategies. As the research result, the corporate needs to develop strategies based on the relationship between the corporate’s internal-external environment factors using TOWS and make changes in Positioning regarding more product variety and more attractive promotion campaigns. This repositioning is supported by the development of the Existing 4Ps Marketing Mix, such as by improving the features of existing products and proposing a larger capacity type, considering pricing strategies, increasing supply allocation, widening market area coverage, attractive maintenance packages, flexible financing, and product bundling package offers. Also, the addition of other 3Ps as a form of improvement is by evaluating salesperson’s competency in entering new markets, increasing the efficiency of customer surveys, and adding new product support points.