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"Penelitian ini bertujuan menganalisis pengaruh service environments terhadap customer positive emotiosn, customer satisfaction dan behavioral intentions pelanggan pada konteks jasa Natasha Skin Care. Penelitian ini berpedoman dari teori Mehrabian Russel yang menyatakan hubungan antara lingkungan fisik dan sosial jasa dan emosi pelanggan dalam membangun niatan berperilaku. Penelitian ini menggunakan metode pengolahan data Structural Equation Modeling (SEM). Teknik sampling yang digunakan adalah purposive sampling dan snowball dengan total sampel berjumlah 172 responden. Hasil analisis dari penelitian ini menunjukkan bahwa dari konteks service environment hanya employee's displayed emotion yang dapat mempengaruhi customer positif emotions dan customer satisfaction pada pelanggan dan juga konteks service environments lain yaitu design factors hanya mempengaruhi timbulnya customer positif emotions. Adanya emosi positif pada pelanggan nantinya akan mempengaruhi adanya kepuasan pelanggan atas layanan yang didapat dan kepuasan tersebut akan mempengaruhi niat berperilaku positif terhadap Natasha Skin Care.

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The focus of this study is to analyse the influence of service environments on Customer positive Emotions, Customer Satisfaction and Behavioral Intentions in the context of was guided by Mehrabian Russell's theory which states the relationship between physical and social environments and customer emotions in establishing behavioral intentions customers. This research used Structural Equation Modeling (SEM) as data processing technique The sampling technique which is used is purposive sampling and snowball with a total sample of 172 respondents.

The result of this research shows that employee's displayed emotion can affect customer positive emotions and customer satisfaction, design factors can only affect customer positive emotions. Customer positive emotion will influence customer satisfaction on service. Satisfaction on service will influence behavioral intentions towards Natasha Skin Care."

"Meningkatnya pengguna internet di Indonesia dapat dikatakan sebagai penyebab meningkatnya pertumbuhan industri e-commerce di Indonesia. Dalam aplikasinya, loyalitas pengguna e-commerce menjadi penting karena mudahnya pengguna e-commerce berpindah dari situs e-commerce satu ke situs e-commerce lainnya, Untuk itu, menjadi menarik bahwa perusahaan harus mengetahui faktor apa yang membentuk loyalitas dari e-commerce.Pada penelitian ini, hal yang akan menjadi pokok bahasan adalah pengaruh kepuasan dan kepercayaan konsumen dalam menggunakan layanan e-commerce terhadap pembentukan loyalitas pelanggan, dimana faktor kualitas tampilan website, kualitas informasi, persepsi keamanan dan persepsi privasi menjadi faktor yang diteliti dalam pembentukan kepuasan dan kepercayaan pelanggan e-commerce.Hasil penelitian ini menemukan bahwa, kualitas informasi mempengaruhi kepercayaan pengguna e-commerce dan akan berpengaruh signifikan terhadap loyalitas pengguna e-commerce di Jabodetabek, sedangkan untuk variabel lainnya tidak berpengaruh secara signifikan.

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Increasing Internet users in Indonesia can be said to cause increased growth of e-commerce industry in Indonesia. In its application, e-commerce user loyalty is important because of the ease of e-commerce users move from one e-commerce to e-commerce, for it to be interesting that the company should know what factors shape the loyalty of e-commerce.

In this study, it will be the subject of the influence of consumer satisfaction and trust in using e-commerce to the formation of customer loyalty, which the user interface quality, information quality, perceived security and perceived privacy in the formation of satisfaction and trust to e-commerce customers.

This study found that the information quality affects trust of e-commerce users and will significantly influence the loyalty of e-commerce users in Greater Jakarta, while the other variables are not significant."

"Tantangan untuk memperoleh kepuasan dan loyalitas pelanggan semakin besar di persaingan yang semakin kompetitif saat ini. Terutama pada sektor perbankan yang menawarkan produk yang relatif sama seperti sektor perbankan. Studi sebelumnya telah membuktikan bahwa inovasi layanan merupakan kebutuhan yang tidak dapat dihindari untuk kelangsungan hidup perusahaan dan sangat penting untuk mempengaruhi kepuasan dan loyalitas pelanggan dalam industri perbankan. Di sisi lain, model konseptual yang matang mengenai faktor yang mepengaruhi kepuasan dan loyalitas pelanggan sudah lebih dulu ditemukan dengan mempertimbangkan service quality sebagai antecedent. Penelitian ini bertujuan untuk mengembangkan dan memvalidasi model konseptual baru dari kepuasan dan loyalitas pelanggan di industri perbankan Indonesia dengan inovasi layanan dan konsep kualitas layanan sebagai anteseden, dengan juga dimensi kualitas layanan yang digunakan. Untuk memvalidasi model konseptual yang diusulkan, survei online dilakukan dan data dari 274 pelanggan bank ritel sampel di Indonesia digunakan. Analisis data menggunakan Structural Equation Modeling (SEM). Hasil SEM menunjukkan bahwa inovasi layanan berpengaruh positif terhadap kualitas layanan, kepuasan, dan loyalitas pelanggan, sedangkan service quality berpengaruh positif pada kepuasan pelanggan, namun tidak berpengaruh terhadap loyalitas pelanggan. Kemudian, kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. Studi ini memperkaya studi yang ada yang berfokus pada kepuasan dan loyalitas pelanggan dalam perbankan terutama dalam konteks negara berkembang.

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Customer satisfaction and loyalty are more challenging to obtain in today increasingly competitive market including banking sector which offered relatively similar product. Earlier study has proven that service innovation is an inevitable necessity for firm's survival and is critical to influence the customer satisfaction and loyalty in banking industry. On the other hand, a well-developed conceptual model of satisfaction and loyalty in service industry has been established, considering service quality as the antecedent. This study is aimed to develop and validate a new conceptual model of customer satisfaction and loyalty in Indonesia banking industry with service innovation and service quality concept as the antecedent, with also employed service quality dimensions. In order to validate the proposed conceptual model, online survey was conducted and data from 274 sampled customers of retail bank in Indonesia was used. The data analysis employed Structural Equation Modeling (SEM). SEM results show that service innovation has positive effect to service quality, customer satisfaction and loyalty while service quality has positive impact on customer satisfaction, and customer satisfaction has positive impact on customer loyalty. However, the effect of service quality to customer loyalty was not supported. This study enriches existing study which focus on customer satisfaction and loyalty in banking especially in emerging country context. Moreover, this study provides additional knowledge with incorporating service innovation and service quality as antecedent of customer satisfaction and loyalty in banking industry."

"LinkAja sebagai salah satu dompet digital di Indonesia memiliki target dalam meningkatkan transaksi pengguna aktif yang sehat dan loyal. Penelitian ini bertujuan untuk menganalisis pengaruh mobile wallet service dimensions yaitu perceived service quality, perceived ease of use, perceived usefulness, perceived cost, dan perceived security terhadap customer loyalty melalui customer satisfaction pada pengguna LinkAja di Jabodetabek. Penelitian ini menggunakan pendekatan kuantitatif dan teknik purposive sampling dengan menyebarkan kuesioner melalui Google Form kepada 165 responden yang merupakan pengguna LinkAja di Jabodetabek, berusia minimal 17 tahun/sudah memiliki KTP, dan telah melakukan transaksi pada aplikasi LinkAja minimal dua kali dalam enam bulan terakhir. Analisis deskriptif dan uji regresi menggunakan SPSS digunakan dalam menganalisis data. Temuan menunjukkan bahwa mobile wallet service dimensions berpengaruh secara signifikan terhadap customer satisfaction dan customer loyalty, customer satisfaction berpengaruh secara signifikan terhadap customer loyalty, serta mobile wallet service dimensions juga berpengaruh secara signifikan terhadap customer loyalty melalui customer satisfaction pada pengguna aplikasi dompet digital LinkAja di Jabodetabek. Lebih lanjut, dimensi dari mobile wallet service yaitu perceived service quality, perceived usefulness, dan perceived security ditemukan memiliki pengaruh terhadap customer satisfaction, sedangkan customer loyalty dipengaruhi oleh dimensi perceived service quality, perceived cost, dan perceived security.

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LinkAja, as one of the digital wallets in Indonesia, aims to increase healthy and loyal active user transactions. This study analyzes the impact of mobile wallet service dimensions, namely perceived service quality, perceived ease of use, perceived usefulness, perceived cost, and perceived security, on customer loyalty through customer satisfaction among LinkAja users in Jabodetabek. The research utilizes a quantitative approach and purposive sampling technique, distributing questionnaires via Google Form to 165 respondents who are LinkAja users in Jabodetabek, aged at least 17 years old/already have an ID card, and have conducted transactions on the LinkAja application at least twice in the last six months. Descriptive analysis and regression tests using SPSS were used to analyze the data. The findings indicate that mobile wallet service dimensions significantly affect customer satisfaction and customer loyalty. Additionally, customer satisfaction significantly influences customer loyalty, and mobile wallet service dimensions also significantly affect customer loyalty through customer satisfaction of the LinkAja users in Jabodetabek. Furthermore, the dimensions of mobile wallet service, namely perceived service quality, perceived usefulness, and perceived security, are found to influence customer satisfaction, while customer loyalty is influenced by perceived service quality, perceived cost, and perceived security."

"Penelitian ini dilatarbelakangi dari angka kepuasan pelanggan yang tinggi pada suatu kantor pelayanan, dengan pegawainya yang berstatus pegawai alihdaya. Penelitian ini menguji pengaruh antara service climate, employee commitment terhadap customer satisfaction pada kantor pelayanan operator selular, dengan survei dari 108 responden. Analisis yang digunakan adalah analisis regresi sederhana. Analisis mediasi dilakukan dengan mempertimbangkan keputusaan hipotesis yang berhubungan dengan mediatornya. Service climate secara positif berpengaruh terhadap customer satisfaction, service climate berpengaruh terhadap employee commitment dan employee commitment juga mempengaruhi customer satisfaction serta employee commitment bertindak sebagai mediator.

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This study or research is a causal study from customer satisfaction level that shows in high level in a services office, and its worker is just an outsourcing. This research examines about the influence of service climate, employee commitment and customer satisfaction at services office of mobile cellular provider by doing survey from 108 people as a worker of its services office. This analysis uses simple regression method. Mediation analysis itself is considered by the result of hypothesis of the mediator, which is employee commitment. Based on the result, service climate influences positively to customer satisfaction. It works also to employee commitment, and employee commitment influences to customer satisfaction. This research shows that employee commitment takes a role as a mediator also."

"Saat ini, belanja online di Indonesia semakin berkembang dan diminati oleh masyarakat. Perkembangan tersebut dapat dilihat salah satunya dari banyaknya perusahaan yang menyediakan layanan online grocery shopping. Online grocery shopping semakin banyak digunakan oleh masyarakat di Indonesia, terutama saat pandemi Covid-19 kemarin berlangsung. Tantangan yang dihadapi oleh perusahaan-perusahaan tersebut adalah mempertahankan kualitas layanan mereka baik saat pandemi kemarin berlangsung dan pasca pandemi, untuk memastikan para pelanggan tetap merasa puas dan akan kembali menggunakan layanan online grocery shopping. Penelitian ini bertujuan untuk melihat penerapan manajemen kualitas dalam online grocery shopping dan pengaruhnya terhadap kepuasan pelanggan dan niat pelanggan untuk menggunakan layanannya kembali. Survei kepada 215 responden dilakukan dan dianalisis dengan metode SEM menggunakan SmartPLS 4. Hasil penelitian ini menunjukan bahwa kualitas layanan dan perceived benefit berpengaruh terhadap customer satisfaction dan kemudian juga berpengaruh terhadap reuse intention.

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Currently, online shopping in Indonesia is growing and is in demand by the public. One of these developments can be seen from the many companies that provide online grocery shopping services. Online grocery shopping is increasingly being used by people in Indonesia, especially during the recent Covid-19 pandemic. The challenge faced by these companies is to maintain the quality of their services both during the pandemic and after the pandemic, to ensure that customers are still satisfied and will return to using their online grocery shopping services. This study aims to look at the application of quality management in online grocery shopping and its impact on customer satisfaction and customer intentions to reuse the service again. A survey of 215 respondents was conducted and analyzed using the SEM method using SmartPLS 4. The results of this study indicate that service quality and perceived benefits have an effect on customer satisfaction and then also have an effect on reuse intention."

"Di masa pandemi covid-19, hampir seluruh sektor ekonomi terkena dampaknya. Salah satu sektor yang bisa bertahan kuat adalah industri transportasi dan logistik online. Industri ini bisa kuat menghadapi resistensi dampak dari pandemi dikarenakan kapabilitasnya bisa menghubungkan banyak orang dengan berbagai macam kebutuhan dengan minim kontak fisik. Selanjutnya, situasi pascapandemi kemudian membuat mobilitas masyarakat semakin masif dan pesat setelah pemerintah Indonesia secara resmi mencabut aturan pembatasan sosial yang selama ini menghambat pertumbuhan ekonomi. Melihat hal tersebut, Gojek sebagai operator layanan aplikasi transportasi online terbesar di Indonesia menyampaikan rencana visi dan misi mereka di acara tahunan Gojek Outlook 2023. Perubahan strategi secara besar akan dilakukan perlahan-lahan oleh Gojek dengan mengurangi biaya promosi yang selama ini mereka keluarkan dan mengalihkannya ke dalam peningkatan pelayanan maupun optimisasi berbagai keputusan bisnis yang mendukung Gojek dalam mendapatkan profitabilitas. Untuk itu, penelitian ini dilakukan untuk menganalisis bagaimana pengaruh customer review sebagai variabel yang mencerminkan pendapat konsumen mengenai layanan Gojek saat ini terhadap variabel customer satisfaction dan customer loyalty ditambah dengan brand image sebagai moderasi. Penelitian dengan jenis kuantitatif ini menggunakan metode survei yang disebarkan pada bulan November-Desember 2023 pada masyarakat Generasi Z dan Milenial di Jabodetabek dan mendapatkan 153 responden. Sementara itu data text mining juga dilakukan untuk data kualitatif pada aplikasi Gojek dan mendapatkan 45.273 dataset. Data yang didapatkan kemudian diolah menggunakan software SPSS, Smart PLS 3.0, dan Orange. Hasil penelitian ini menunjukan bahwa beberapa dimensi customer review berpengaruh secara positif dan signifikan terhadap customer satisfaction. Lalu brand image dan customer satisfaction yang berpengaruh secara positif dan signifikan terhadap customer loyalty. Begitupun dengan peran brand image sebagai moderasi terhadap customer loyalty. Namun, tidak ada satupun dimensi customer review yang berpengaruh secara signifikan terhadap customer loyalty diikuti beberapa dimensi customer review terhadap customer satisfaction.

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During the Covid-19 pandemic, nearly all economic sectors were affected. One sector that can remain robust is the online transportation and logistics industry. This industry can sustain itself in facing the impact of the pandemic due to its capability to connect many people with various needs with minimal physical contact. Furthermore, the post-pandemic situation made people's mobility even more massive and rapid after the Indonesian government officially lifted the social restrictions that had hampered economic growth. Observing this trend, Gojek, as the largest online transportation application service operator in Indonesia, presented its vision and mission plan at the annual Gojek Outlook 2023 event. Gojek aims to make significant strategic changes gradually by reducing the promotional costs they have been incurring and redirecting them to improve services and optimize various business decisions that support Gojek in achieving profitability. For this reason, this research was conducted to analyze the influence of customer reviews as a variable that reflecting consumers opinions on current Gojek services. The study focused on the variables of customer satisfaction and customer loyalty, with brand image considered as a moderating factor. This quantitative research employed a survey method distributed in November-December 2023 among Generation Z and Millennial communities in Jabodetabek, with 153 respondents. Additionally, text mining data was conducted for qualitative data on the Gojek application, resulting in 45,273 datasets. The collected data was then processed using SPSS, Smart PLS 3.0, and Orange software. The research results indicate that several dimensions of customer reviews have a positive and significant effect on customer satisfaction. Moreover, brand image and customer satisfaction positively and significantly influence customer loyalty, with brand image playing a role as a moderator of customer loyalty. However, none of the customer review dimensions show a significant effect on customer loyalty, followed by several customer review dimensions on customer satisfaction."

"Dengan adanya banyak factor yang mempengaruhi loyalitas pelanggan terhadap Bank Syariah, peneliti ingin mengetahui pengaruh dari kepercayaan, kepuasan pelanggan dan citra perusahaan terhadap loyalitas pelanggan kepada Bank Syariah. Teknik analisis yang digunakan adalah Structural Equation Modeling ( SEM ).Hasil penelitian menunjukkan bahwa citra perusahaan berpengaruh signifikan dan positif terhadap kepercayaan, kepercayaan berpangaruh signifikan dan positif terhadap loyalitas pelanggan dan kepuasan pelanggan juga berpengaruh positif terhadap citra perusahaan sedangkan untuk kepuasan pelanggan tidak berpengaruh signifikan terhadap loyalitas pelanggan.

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With many factors that are affect on Customer Loyalty in Islamic Banking, researchers want to know how Trust, Customer Satisfaction and Image affecting Customer Loyalty in Islamic Banking. The analysis technique used is Structural Equation Modeling (SEM).

The results show that image has a significant and positive effect on trust, trust has a significant and positive effect on customer satisfaction, customer satisfaction has a significant and positive effect on image and customer satisfaction does not has a significant effect on customer loyalty."

"Bertambahnya jumlah restoran di Indonesia setiap tahunnya berdampak terhadap kompetisi di industri tersebut yang semakin ketat. Agar dapat menonjol di antara kompetitor yang ada, maka citra baik di mata konsumen diperlukan oleh suatu restoran. Hal ini dapat terpenuhi melalui penyebaran word of mouth positif pada komunitas. Penelitian ini menguji apakah perilaku karyawan yang terdiri dari aspek layanan pribadi dan fungsional dalam industri restoran memiliki dampak pada kepuasan pelanggan dan niat seseorang melakukan word of mouth. Pendekatan yang dilakukan adalah dengan metode survei dan kuesioner dibagikan kepada 198 responden yang sudah pernah ke salah satu restoran yang bertipe casual dining dan berlokasi di sekitar Jakarta. Kemudian data yang terkumpul dianalisis dengan menggunakan Structural Equation Model (SEM), yaitu software AMOS 22. Berdasarkan hasil penelitian, baik aspek personal maupun fungsional secara signifikan dapat memprediksi kepuasan pelanggan, walaupun aspek fungsional berperan lebih besar dibandingkan aspek personal. Hasil dari kepuasan pelanggan pada akhirnya akan berpengaruh positif pada WOM. Ditemukan pula bahwa keunikan dari tema restoran menjadi salah satu faktor yang mempengaruhi kecenderungan seseorang untuk merekomendasikan restoran ke teman ataupun koleganya.

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The increasing of restaurant numbers every year has affected the intensity of competition in the restaurant industry. In order to be stand out among competitors, the good perceived image of the restaurant is needed and could be maintained by positive word of mouth spread in the community. The present study examines if employee behavior comprising of personal and functional service aspects in casual dining restaurant has an impact on customer satisfaction and word of mouth intention. Using a survey approach, the questionnaire was distributed to 198 respondents which were already been to one of the particular casual dining restaurants in Jakarta. The data were analyzed using structural equation modeling with AMOS 22. Based on the results of the study, both personal and functional aspects can significantly predict customer satisfaction, although the functional aspects have contributed more significantly than the personal aspects. In addition, the result revealed that customer satisfaction will eventually affect word of mouth positively. It was also found that the uniqueness of the restaurant theme, atmosphere are the factors that affect the tendency of someone to recommend the restaurant to friends or colleagues."

"Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan kualitas pelayanan elektronik dari moda transportasi roda empat terhadap kepuasan pelanggan dan intensi perilaku, dalam penelitian ini intensi perilaku tersebut adalah loyalitas pelanggan dan word of mouth pada moda transportasi roda empat berbasis aplikasi. Model penelitian dengan enam hipotesis diuji dengan menggunakan Structural Equation Modeling SEM. Hasil penelitian menunjukkan bahwa kualitas pelayanan, kualitas pelayanan elektronik dan persepsi nilai terhadap uang berpengaruh secara positif terhadap kepuasan pelanggan. selain itu, kepuasan pelanggan juga berpengaruh secara positif terhadap loyalitas pelanggan dan word of mouth. Akan tetapi loyalitas pelanggan tidak mempunyai pengaruh terhadap word of mouth.

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This study aim to determine the effect of service quality and e service quality in application based transportation towards customer satisfaction and behavioral intentions. In this study, the behavioral intentions are customer loyalty and word of mouth. The six hypotheses research model in this study are tested with Structural Equation Modeling SEM. The results found out that perceived value for money, service quality and e service quality have a positive and significant impact towards customer satisfaction. Also, it found out that customer satisfaction has a positive and significant impact towards customer loyalty and word of mouth. However, customer loyalty doesn rsquo t have significant impact towards word of mouth. "