MEMPERKUAT STRATEGI RETENSI PELANGGAN MELALUI KEUNGGULAN KOMPETITIF UNTUK MENDORONG TERCIPTANYA PEMASARAN BERKELANJUTAN: STUDI KASUS PADA SEBUAH BISNIS KELUARGA  DI INDONESIA

Sari Wijayanti; Triana Hasty Kusuma; Stevi Jimry Poluan; Rizka Fatkhin Nisa

doi:10.52353/ama.v19i1.960

MEMPERKUAT STRATEGI RETENSI PELANGGAN MELALUI KEUNGGULAN KOMPETITIF UNTUK MENDORONG TERCIPTANYA PEMASARAN BERKELANJUTAN: STUDI KASUS PADA SEBUAH BISNIS KELUARGA DI INDONESIA

Sari Wijayanti, Triana Hasty Kusuma, Stevi Jimry Poluan, Rizka Fatkhin Nisa

Abstrak

ABSTRACT

Customers play a significant role in business sustainability. Therefore, it is necessary to implement the right strategies to retain existing customers and acquire new ones. UMKM Kripik Paru Kidang Mas has been in operation for more than 50 years, so customers, products, and business sustainability are undoubtedly crucial. The objective of this study is to describe how competitive advantages can strengthen customer retention strategies in a family business to foster sustainable marketing and develop a mini-theory on value proposition information based on the concepts that emerge. The method used in this study is a qualitative approach involving in-depth interviews with three informants (the owner, a production department employee, and a marketing department employee). The object of this research is MSEMs Kripik Paru Kidang Mas Salatiga. This study produced 2 propositions: (1) Customer retention strategies influence sustainable marketing, (2) Customer retention strategies reinforced by competitive advantages influence sustainable marketing, and a mini-theory on enhancing customer retention strategies through competitive advantages to foster sustainable marketing.

ABSTRAK

Pelanggan menjadi faktor penting dalam keberlangsungan sebuah usaha. Oleh karena itu, perlu dilakukan strategi yang tepat untuk mempertahankan ataupun mendapatkan pelanggan baru. UMKM Kripik Paru Kidang Mas telah menjalankan usahanya lebih dari 50tahun tentunya pelanggan, produk dan keberlangsungan usaha menjadi hal yang penting. Tujuan dari penelitian ini adalah mendeskripsikan bagaimana keunggulan kompetitif dapat memperkuat strategi retensi pelanggan pada sebuah bisnis keluarga untuk menciptakan pemasaran keberlanjutan dan membangun teori mini dari pembentukan proposisi berdasarkan konsep-konsep yang muncul. Metode yang digunakan dalam penelitian ini adalah metode kualitatif dengan melakukan wawancara mendalam (depth interview) dengan tiga narasumber (pemilik, karyawan bagian produksi dan karyawan bagian pemasaran). Obyek penelitian ini adalah UMKM Kripik Paru Kidang Mas Salatiga. Penelitian ini menghasilkan dua buah proposisi: (1) Strategi retensi pelanggan memengaruhi pemasaran keberlanjutan dan (2) Strategi retensi pelanggan diperkuat keunggulan kompetitif memengaruhi pemasaran keberlanjutan serta sebuah teori mini tentang peningkatan strategi retensi pelanggan melalui keunggulan kompetitif dalam menciptakan pemasaran keberlanjutan.

Kata Kunci

strategi retensi pelanggan; keunggulan kompetitif; pemasaran keberlanjutan; teori mini

Teks Lengkap:

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DOI: http://dx.doi.org/10.52353/ama.v19i1.960