ANALYSIS OF DIGITAL MEDIA MARKETING COMMUNICATION STRATEGY IN BUILDING CONSUMER LOYALTY AT PT. ERAJAYA SWASEMBADA TBK.

Abstract

This study analyzes PT. Erajaya Swasembada Tbk.’s digital marketing communication strategies in fostering customer loyalty. Motivated by Indonesia’s growing e-commerce sector and internal analytics showing rising traffic but fluctuating channel effectiveness, the research uses a qualitative descriptive approach within a constructivist paradigm, focusing on the Eraspace platform. Data were collected via in-depth interviews, social media observation, and campaign documentation, analyzed using Miles & Huberman’s interactive model, and validated through triangulation. Findings indicate that integrated marketing communication, personalization, storytelling, loyalty programs, and after-sales service enhance engagement and repeat purchases, though challenges remain in channel consistency, deeper personalization, and conversion optimization.

Keywords : integrated marketing communication; digital marketing communication; customer loyalty; relationship marketing; qualitative case study