Eksplorasi Model Loyalitas Berbasis Komunitas Digital (Online Brand Community) pada Bisnis Coffee Shop Independen
DOI:
https://doi.org/10.31004/joecy.v6i1.7127Keywords:
Online Brand Community, Loyalitas Pelanggan, Coffee Shop, UMKM, Digitalisasi.Abstract
Fenomena kegagalan bisnis UMKM coffee shop independen sering kali disebabkan oleh rendahnya tingkat retensi pelanggan di tengah persaingan yang ketat. Digitalisasi yang hanya berfokus pada akuisisi pelanggan baru tanpa strategi retensi menjadi celah krusial. Penelitian ini bertujuan untuk mengeksplorasi bagaimana pembentukan Online Brand Community (OBC) dapat menjadi model loyalitas baru bagi coffee shop independen. Menggunakan metode kualitatif deskriptif dengan pendekatan studi kasus, penelitian ini menemukan bahwa interaksi dalam komunitas digital menciptakan emotional branding yang kuat. Hasil penelitian menunjukkan bahwa dimensi identifikasi komunitas, keterlibatan aktif, dan nilai fungsional dalam platform digital secara signifikan meningkatkan loyalitas pelanggan melampaui sekadar kualitas produk. Strategi ini menjadi solusi bagi UMKM untuk bertahan hidup melalui optimalisasi ekosistem digital yang berbasis komunitas.
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