The concept of this research springs from the controversy of previous research findings on the effect of Customer Relationship Management (CRM) which is seen as an integrated concept and applied only to large companies and is rarely to small and medium enterprises (SMEs). The main purpose of this research is to build a model and to investigate the effect of e-CRM capability, which is a development of the traditional CRM with internet technology support, as an effort in improving the marketing performance of SMEs through the exploration of innovative products development to address the gap. Innovation on products and services is a key component of SMEs business as a series of efforts to enhance their competitiveness in attaining superior business performance. However, SMEs have to be wary of innovation made if it is unplanned and not knowing their customers well. CRM comes to light as a management approach that enables companies to identify, fascinate, and increase profitable retention of customers through a good management relationship with customers as a support for innovative product development capability. The design of this research was descriptive research design. The data collection employed survey method with questionnaires distributed to 150 respondents of owners and managers of SMEs in Indonesia. The questionnaires were then processed and analyzed with Structural Equation Modeling (SEM) with Amos 20.0 software.

This study aims to investigate the effect of social media on customer loyalty with the mediation of customer co-creation value and to build a customer engagement model through co-creation value, which is supported by product improvement perceived in increasing customer loyalty. The data collection employed a survey method with structured questionnaires which were distributed to 150 respondents who were the members of social media product communities in Indonesia. The findings showed that interactions through social media are able to increase customer engagement, facilitaitng collaboration in co-creation value, allowing the company to improve and develop products based on customers' needs and desires, which will eventually increase customer loyalty.

The purpose of this study is to develop the concept of customer bonding capability in the small and medium enterprise. Empirical research was conducted to explain how marketing performance can be improved through customer bonding capability. Considering the number and role of small and medium businesses in Indonesia is increasing. Results revealed that customer bonding capability functions as an intervention between relational capital and marketing performance. Relationship capital, integrated marketing communication and adequate market information have a significant positive effect on customer bonding capability and marketing performance. Managerial implication: salespeople can develop networks that provide mutual benefits, developing closer family ties, developing continual cooperation with customers and sharing experiences with customers who can improve salesperson’s performance. There is no dynamic interaction between researchers and respondents because this research design is cross-sectional. To generate dynamic interactions, longitudinal research data were needed to add deeper insights to sales. Research on customer bonding capability needs to be done because there is still much that is not understood. This customer bonding capability is the development of relationship marketing theory. Thus an empirical research model is needed to develop customer bonding capability.

The environmental issues nowadays have make consumers becoming more selective in selecting products and brands going to use. The purpose of this study is to investigate the effect of green advertising on green purchase intentions mediated by green attitude awareness in the young generation. Young generation has strong curiosity and has easier access on getting products information, so this research focuses deeper on examining how much green advertising, green knowledge, and eco-label information affect the awareness on green attitude which later influences green intention to purchase. This research used primary data obtained from questionnaires distributed directly to 150 undergraduate students of universities in Indonesia. We used Structural Equation Modeling (SEM) for verifying hypothesis and AMOS 20 software for getting empirical results of 16 items questions representing indicator of 4 variables. The result showed that green advertising and green knowledge were able to form the awareness on environmental friendly. Although eco-label information did not influence the awareness on green attitude, it influenced the green purchase intention directly.

The relational capability can create networks and build relationships to be an essential part of a company to improve business performance. This study aims to empirically prove the influence of knowledge sharing on product innovation, the effect of network capability on product innovation and business performance, the effect of relational ability on product innovation and business performance, and the effect of product innovation on business performance. The sample of this research was created from owners of batik manufacturing SMEs in Lasem, Rembang, Central Java. The study used SEM-PLS for analysis. The results found that (1) knowledge sharing had a positive and significant effect on product innovation; (2) network capability had a positive and significant impact on product innovation and business performance; (3) relational ability had a positive and significant effect on product innovation and business performance; (4) greater effect of product innovation affects business performance. The role of product innovation is to mediate between knowledge sharing and marketing performance. SMEs can improve business performance.

Semarang City can be called a tourist city because there are so many interesting tourist attractions in Semarang, such as historical, religious, and natural attractions that offer beautiful views, one of which is Goa Kreo Tourism Object. This study aims to explain the influence given by tourism and service quality on visitor satisfaction at Goa Kreo, Semarang City. The type of research used is explanatory research, with sampling using non-probability techniques with purposive sampling method, to those who are visitors to Goa Kreo, Semarang City. Quantitative data analysis techniques used analysis of Structural Equation Model Partial Least Square (SEM-PLS) with Warp-PLS 6.0 software. The results of the study concluded that the overall hypothesis formulation had a significant effect, the facilities and quality of tourism services had a significant effect on visitor satisfaction, with path coefficients of 0.293 and 0.409; visitor satisfaction is significant at the visit, with a path coefficient of 0.240; the quality of tourism facilities and services returned significantly to goodwill, with path coefficients of 0.528 and 0.152; Tourist facilities and service quality have a significant effect on the intention to return from visitor satisfaction as an intervention variable with a path coefficient of 0.07 and 0.098. Keywords: Intention to Visit Again; Partial Least Square (PLS); Service Quality; Tourist Facilities; Visitor Satisfaction; Abstrak: Kota Semarang bisa disebut sebagai kota wisata karena banyak tempat wisata yang menarik di Semarang, seperti wisata sejarah, religi, maupun wisata alam yang menyuguhkan pemandangan sangat indah, salah satunya adalah Obyek Wisata Goa Kreo. Penelitian ini bertujuan untuk menjelaskan pengaruh yang diberikan oleh fasilitas wisata dan kualitas pelayanan terhadap niat berkunjung kembali melalui kepuasan pengunjung wisata Goa Kreo Kota Semarang. Jenis penelitian yang digunakan adalah explanatory research, dengan pengambilan sampel menggunakan teknik non-probability dengan metode purposive sampling, terhadap responden yang merupakan pengunjung wisata Goa Kreo Kota Semarang. Teknik analisis data kuantitatif menggunakan analisis Structural Equation Model Partial Least Square (SEM-PLS) dengan software Warp-PLS 6.0. Hasil penelitian ini memberikan kesimpulan bahwa rumusan hipotesis secara keseluruhan berpengaruh signifikan, fasilitas wisata dan kualitas pelayanan signifikan terhadap kepuasan pengunjung, dengan koefisien jalur masing-masing sebesar 0,293 dan 0,409; kepuasan pengunjung signifikan terhadap niat berkunjung kembali, dengan koefisien jalur sebesar 0,240; fasilitas wisata dan kualitas pelayanan signifikan terhadap niat berkunjung kembali, dengan koefisien jalur masing-masing sebesar 0,528 dan 0,152; fasilitas wisata dan kualitas pelayanan berpengaruh signifikan terhadap niat berkunjung kembali melalui kepuasan pengunjung sebagai variabel intervening dengan koefisien jalur masing-masing sebesar 0,07 dan 0,098. Kata Kunci: Niat Berkunjung Kembali; Partial Least Square (PLS); Kualitas Pelayanan; Fasilitas Wisata; Kepuasan Pengunjung