https://mail.insyma.org/proceedings/files/original/articles/108_Charles%20Sugianto.pdf Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Proceedings of the International Symposium on Management (INSYMA) (Vol 21, 2024) Proceedings 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) Author #1 Charles Sugianto Author #2 Markus Hartono Author #3 Yenny Sari 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. keywords a;b;c;d Structural Equation Modeling, Markov Chain, Theory Inventive Problem Solving publication_date 2025/06/20 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/ https://insyma.org/proceedings/items/show/274 firstpage 619 lastpage 624 issn 3047-857X 3047-857X conference Proceedings of the International Symposium on Management (INSYMA) Proceedings of the International Symposium on Management (INSYMA) publisher_name Fakultas Bisnis dan Ekonomika, Universitas Surabaya Fakultas Bisnis dan Ekonomika, Universitas Surabaya no article 274 Volume 21 URL https://insyma.org/proceedings/files/original/articles/108_Charles%20Sugianto.pdf Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource 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 An entity primarily responsible for making the resource Charles Sugianto, Markus Hartono, Yenny Sari