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"Tesis ini membahas tentang penerapan e-birokrasi di Direktorat Paten yang bertujuan untuk mengukur tingkat kepuasan masyarakat, kemampuan manajemen dalam mengelola pelayanan paten berdasarkan gap 1 sampai dengan gap 4, dan tingkat penerapan e-birokrasinya. Penelitian ini mcrupakan penelitian deskriptif menggunakan pendekatan kualitatif yang didukung dengan pcndekatan kuantitatif. Dengan menggunakan konsep service qualixy dari Zcithaml, Parasuraman dan Berry dilakukan analisis terhadap persepsi dan harapan pelanggan paten serta analisis terhadap persepsi manajemcn terhadap hampan pelanggan, persepsi manajemen terhadap spcsifikasi kualitas pelayanan, analisis spesifikasi kualitas pelayanan terhadap penyampaian layanan dan analisis penyampaian layanan tcrhadap komunikasi eksternal serta analisis tingkat penerapan e~birokrasi terhadap pclayanan publik. Dari hasil pcnelitian dapat dikctahui bahwa secara kcseluruhan tingkat penerapan c-birokrasi terhadap kepuasan pelanggan dinilai masih kurang karena masih ada kesenjangan antara harapan pelanggan terhadap penerapan e-birokrasi yang dirasakan oleh pelanggan. Hal tersebut tcrccrmin dari nilai servqual pcnerapan e-birokrasi yang bernilai negatif dan tingkat kepuasan yang berada dibawah scralus persen menunjukkan bahwa pelanggan masih belum puas terhadap pelayanan paten. Dan dari hasil penelitian terhadap kemampuan manajemen dalam mengelola pclayanan paten diketahui bahwa pihak manajcmen belum mampu memahami apa yang diharapkan oleh pelanggan, belum menetapkan standar kualitas pelayanan dan juga belum dapal memenuhi kualitas pelayanan yang baik karena masih ada. kesenjangan dalam penyampaian layanan, serta belum dapat memenuhi ketepatan waktu pemberian paten kcpada pelanggan. Hal ini dikarcnakan kurangnya kcsesuaian teknologi informasi dengan pekerjaan,belum adanya orientasi pada riset yaitu belum adanya pengumpulan informasi tentang kualitas pclayanan yang diharapkan oleh pelanggan dan survey kepuasan pelanggan secara teratur,beIum adanya standarisasi tugas, kurangnya kerjasama tim, sert ketidaksesuaian pekerjaan dengan pendidikan yang dimiliki oleh pegawai. Sehingga pcrlu lebih meningkatkan pengumpulan informasi tentang kualitas pelayanan yang diharapkan oleh pelanggan, penetapan standar kualitas pelayanan sesuai dengan harapan pelanggan, serta perluasan dan terintegrasinya infonnasi yang belum menyeluruh sehingga partisipasi pelanggan belum optimal.

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This thesis discusses the implementation of e-bureaucracy in the Directorate of Patents which aims to measure the level of community satisfaction, service management capability in managing a patent based on the gap until the gap 4, and the level of implementation of e-bureaucracy.

The study was descriptive using a qualitative approach which is supported by the quantitative approach. By using the concept of service quality from Zeithaml, Parasuraman and Berry performed an analysis of customer perceptions and expectations of patents as well as an analysis of management perceptions of customer expectations, perceptions of management on service quality specifications, quality specifications and analysis services for the delivery of services and analysis of service delivery and external communications level analysis of e-bureaucracy to public services.

From the results of this research is that the overall level of implementation of e-bureaucracy to customer satisiiiction is considered still less because there are still gaps between customer expectations regarding the application of e-bureaucracy that is perceived by customers. This is reflected in the value of reliability and assurance of e-bureaucracy that is negative and below the level of satisfaction that one hundred percent indicates that customers are still not satisfied with the service patents. And from the results of research on the ability of management to manage service dalam patents known that the management has not been able memahami yang what is expected by the customer, not menetapkan services and standar kualitas juga dapat memenuhi not good service quality because there are still gaps dalam service delivery, and has not been able to meet timeliness of granting patents to the customer.

This is because the lack of conformity with information technology jobs, the lack of orientation in the absence of research that is gathering information about the service quality expected by customers and customer satisfaction surveys on a regular basis, yet the standardization of tasks, lack of teamwork, and the incompatibility of work with education held by employees. So it needs to funher improve the collection of information about the quality of service expected by customers, setting standards of quality service in accordance with customer expectations, and the expansion and integration of information that has not been thorough so that customer participation is not optimal."

"Tujuan penelitian ini adalah untuk mengetahui apakah terdapat dampak dati masing-masing variabel Pelatihan, Motivasi dan Lingkungan Kelja terhadap variabei Produktivitas Pemeriksa Paten. Penelitian ini menggunakan pandekatan rancangan deskriptif kuantitatif dengan menggunakan analisis statistik. Populasi dari obyek yang akan diteliti dalam penelitian ini adalah seluruh Pemeriksa Paten di lingkungan Direktorat Jenderal Hak Kekayaan lntelektuaL Penentuan sampel adalah dengan menggunakan seluruh papulasi. Hal ini didasari atas pertimbangan bahwa jumlah Pemeriksa Paten tidak terlalu besar (72 orang), sehingga melalui panelitian ini (panelitian papulasi) diharapkan generalisasi hasil penelitian memiliki tingkat signifikansi.

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The purpose of this study was to determine whether there is the influence of each Training, Motivation and Work Environment as independent variable on patent examiner productivity as dependent varieabel. This research uses descriptive quantitative design approach by using statistical analysis. Population of the object to be examined in this study were all patent examiner in the Directorate General of Intellectual Property Rights. Determination of the sample is to use the entire population. This is based on the consideration that the number of patent examiner is not too big (72 people), so that through this study (study population) are expected to generalize the results of the study had significance. "

"In this globalization era, technology plays a very important role in determining the state's economy. The vast development ol technology demands that the protection system of intellectual Rights. Patent in particular, to be enhanced. Patent is part of intellectual Rights which gives protection on technological invention. Patent protection is very strategic as through the protection, the spirit of inventors' creativity to produce more inventions would be nurtured which will lead to the development of new technology. From this new technology development, the direct impact would be on the increase of investment. The increase of investment would then lead to the society prosperity. Based on empirical data, there is accumulating increase of backlog reviews on patent yearly. If this problem is not solved. it would create bad image on Directorate General HKI, to the nation in general, in establishing patent system. ln that sense, the writer is interested to research on the role of leadership as an external factor of Patent Reviewers and motivation as an internal factor of Patent Reviewers to their work performance. The aim of this research is to explain the role of leadership and motivation to the work perfomance of Patent Reviewers at the Directorate Patent, Directorate General of Intellectual Rights, Department of Law and Human Rights, RI. The research method in used is a survey method on the whole population of Patent Reviewers which comprised of 65 people. Before conducting the analysis, a validity test was conducted on all instruments by using Pearson correlation technique and reliability test by using Spearman Brown technique. Verified and reliable data then was analyzed further by using correlation test of Rank Spearman to determine the relation between leadership - performance and motivation - performance. As to determine the relation between both leadership and motivation on performance, multiple correlation analysis is used. Variable with higher the correlation score is the one of the two variables with stronger relation to performance. From the analysis, it can be concluded that between motivation and performance, there is a medium level of relation with correlation level of 0.574. Between leadership and performance, there is a very low level of relation with correlation level of 0.103. As to the relation of both leadership and motivation to performance, there is a strong relation with correlation level of 0.639. Hence, it can be concluded that motivation has a stronger level of relation to performance compared to leadership. Based on these findings, it can be concluded that the result on field approved with the existing theory. Furthermore, the high performance of Patent Reviewers was intiuenced by high motivation of Patent Reviewers in conducting their tasks. The amount of patent backlog was due to the lack of effectiveness of leadership existed at present in indulging Patent Reviewers performance. Related to these Endings, recommendations from the writers to improve the level of Patent Reviewers' performance are as follow:1. In the effort of improving Patent Reviewers' performance, the Directorate of Patent needs to implement performance management process. 2. The Directorate Patent needs to improve control upon Patent Reviewers' work performance as to minimize backlog. Hence, information technology support is needed in the form of Management lnformation System collaborate with control on all output of patent reviews. With this information technology support. each supervisor will be more effective and efficient in controlling the Patent Reviewers' performance. 3. To create positive work environment for performance improvement and give more work motivation, the Directorate should give rewards for high performance Patent Reviewers and punishment for those with low performance as stated in the regulation."

"Hak Kekayaan Intetektual Intellectual Property Rights adalah hak yang timbal bagi basil idelpemikiran yang memberikan dampaklrnanfaat bagi kehidupan manusia dan lingkungannya. Di Indonesia Hak Kekayaan Intelektual diatur dan dilaksanakan oleh Direktorat Jenderal Hak Kekayaan Intelektual yang merupakan institusi dari Departemen Hukum dan Hak Asasi Manusia R.I. yang mempunyai tugas merumuskan dan melaksanakan kebijakan dan standardisasi teknis di bidang Hak Kekayaan Intelektual. Permasalahan yang ada dapat dirumuskan: "Bagaimana kualitas pelayanan di Direktorat Jena/era/ Hak Kekayaan Intelektual (HKI) dikaji dari aspek tangibility, reliability, responsiveness, assurance, dan empathy serta npaya apa sajakah yang hams dilakukan untuk meningkatkan kualitas pelayanan di Direkfor-at Jenderal Hak Kekayaan Intelektual?". Penelitian ini bertujuan menguji kualitas pelayanan Direktorat Jenderal Hak Kekayaan Intelektual dikaji dan aspek tangibility, reliability, responsiveness, assurance dan empathy serta menjelaskan upaya-upaya apa raja yang hams dilakukan untuk meningkatkan kualitas pelayanan di Direktorat Jenderal Hak Kekayaan Intelektual (HKI). Model yang dipergunakan untuk menganalisa kualitas pelayanan dengan mempergunakan teori SERVQUAL yang terdiri dari 5 dimensi yaitu Tangibility, Reliability, Responsiveness, Assurance, dan Emphaty. Analisis data meliputi uji validitas, uji reliabilitas, pengukuran tingkat kepuasan dan analisis dimensi prioritas pelayanan. Teknik pengambilan data yang dipergunakan adalah penyebaran kuesioner pada pelanggan Direktorat Jenderal Hak Kekayaan IhtelektuaI (HKI) sebanyak 50 responden sebagai sampel data penelitian. Hasil penelitian menunjukkan bahwa tingkat kepuasan pelanggan di Direktorat Jenderal Hak Kekayaan Intelektual berdasarkan dimensi SERVQIJAL adalah; dimensi Tangible mempunyai tingkat kepuasan 78,86%, Reliability mempunyai tingkat kepuasan rata-rata -0.73 (80.5%), Responsiveness mempunyai tingkat kepuasan rata-rata -0.87 (77.06%), Assurance mempunyai tingkat kepuasan rata-rata -0.67 (83.22%), dan Empathy mempunyai tingkat kepuasan rata-rata -0.95 (76,77%), Hal ini menunjukkan bahwa dimensi Empathy mempunyai tingkat kepuasan yang terendah dan dimensi Assurance mempunyai tingkat kepuasan yang tertinggi. Alternatif prioritas perbaikan pelayanan yang diperoleh menurut penelitian ini dilihat dari tingkat kepentingan menurut responden adalah dengan melakukan perbaikan dirnulai dari dimensi Reliability, Responsiveness, Empathy, Tangibility, dan Assurance."

"Penelitian ini bertujuan untuk mengetahui variabel-variabel yang mempengaruhi kepuasan kerja. Pertanyaan-pertanyaan yang diajukan oleh peneliti merupakan indikator-indikalor dari kepuasan kerja, motivasi dan pengembangan karir. Oleh karena menurut peneliti memiliki pengaruh yang cukup kuat terhadap kepuasan kerja pada Pejabat Struktural dan Pejabat Fungsional Paten.Penelitian dilakukan terhadap populasi dari Pejabat Struktural dan Pejabat Fungsional Paten sebanyak 153 orang responden yang terdiui dari 82 orang Pejabat Struktural dan 71 orang Pejabat Fungsional Paten, Direktoral Jenderal Hak Kekayaan lntelektual, Departemen Hukum dan HAM RI. Daiam penelitian ini dilakukan uji KMO (Kaiser-Meyer-Olkin) dan Bartlett. Setelah didapatkan hasil yang diinginkan dilakukan analisis faktor sehingga didapatkan bahwa variabel- variabel baru yang mengelompok kemudian dilakukan up regresi. Dari variabel-variabel yang mengelompok tersebut variabel kepuasan kerja memiliki angka faktor muatan terbesar dari variabel-variabel yang Iain maka dijadikan variabel dependennya. Sedangkan variabel-variabel selain variabel kepuasan kerja dijadikan variabel independennya yaitu motivasi diri, motivasi organisasi, pengembangan karir diri. pengembangan karir organisasi, motivasi imbalan, pengembangan karir legalitas terencana, pengembangan karir berdasarkan persyaratan, kepuasan kerja sesuai dengan bakat dan keterampilan, dan kepuasan kerja dalam mendapatkan fasilitas dan promosi.Dari hasil analisis faktor tersebut kemudian dilakukan uji regresi dengan metode stepwise maka diperoleh hasil variabel-variabel yang mempengaruhi variabel kepuasan kerja Pejabat Struktural dan Pejabat Fungsional Paten yaitu variabel kepuasan kerja dalam mendapatkan fasilitas dan promosi variabel motivasi diri, variabel kepuasan kerja sesuai dengan bakat dan ketrampilan yang dimiliki. Keempat variabel tersebut memiliki pengaruh yang positif terhadap variabel kepuasan kerja. Artinya semakin baik keempat variabel tersebut, semakin baik kepuasan kerja Pejabat Struktural dan Pejabat Fungsional Paten. Sedangkan jenis kelamin memiliki pengaruh yang negatif terhadap variabel kepuasan kerja. Artinya wanita cenderung Iebih cepat merasa puas dibandingkan pria dalam melakukan aktifitas pekerjaan sehari-hari dalam mendapatkan kepuasan kerja.Kemudian peneliti meIakukan uji regresi terpisah antara Pejabat Shuktural dan Pejabat Fungsional Paten dan didapatkan hasil variabel kepuasan kerja dalam mendapatkan fasilitas dan promosi dan motivasi diri tetap merupakan variabel yang berpengaruh terhadap kepuasan kerja masing-masing jabatan. Variabel pengembangan karir legalitas terencana menjadi variabel berpengamh terhadap kepuasan hrrja Pejabal Struktural sedangkan jenis kelamin telap memiliki pengaruh negatif terhadap kepuasan kerja bagi Pejabat Fungsional Paten dilingkungan Ditjen HKI.

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This research aims at finding out variables that influence work satisfaction. Questions raised by the researcher are indicators of work satisfaction, motivation and career development. The researcher thinks that those factors have strong influence to the work satisfaction of the Structural and Functional Officers at Patent Unit.

The research is conducted at the population of Structural and Functional Officers of the Patent Unit that makes up 153 respondents, comprising of 82 Structural Officers and 71 Functional Officers of the Patent Unit at the Directorate General of Intellectual Property Rights, the Republic of Indonesia Ministry of Justice and Human Rights.

The research conducts Kaiser-Meyer-Oklin (KMO) and Bartlett tests. After having the expected result, the researcher carries out factor analysis resulting grouping new variables. Then regression test is conducted. Among the grouping variables, work satisfaction variable has the biggest content factor rate so it becomes the dependent variable while other factors become independent variables. Those variables are self motivation; organization motivation; self career development; organization career development; incentive motivation; planned legalized career development; requirement-based career development; work satisfaction in line with talents and skills; and work satisfaction in obtaining facilities and promotion.

The factor analysis? result then is examined by regression test by using stepwise method resulting variables that affect the work satisfaction of Structural and Functional Officers of the Patent Unit that include work satisfaction in obtaining facilities and promotion; self motivation; and work satisfaction in line with talents and skills. Those variables have positive influence to the work satisfaction variable, meaning that the better those variables, the better the work satisfaction of Structural and Functional Officers of the Patent Unit. Meanwhile, gender has negative influence to the work satisfaction, meaning that women tend to be satisfied more quickly than men in terms of achieving work satisfaction when carrying out daily activities.

The researcher then conducts regression test by separating Structural Officers and Functional Officers of the Patent Unit, resulting that work satisfaction in obtaining facilities and promotion and self motivation are still the influential variables to each type of the officers. The planned legalized career development is the influential variable to the work satisfaction of Structural Officers while gender still has negative influence to the work satisfaction of the Functional Officers of the Patent Unit at the Directorate General of Intellectual Property Rights."

"Latar Belakang: Meningkatnya angka keluhan pelanggan dan terjadinya insiden di fasilitas pelayanan kesehatan akan menimbulkan dampak yang merugikan baik untuk pelanggan maupun petugas. Penerapan keselamatan pasien harus berjalan beriringan dengan mutu pelayanan guna meningkatkan kepuasan pelanggan. Oleh karena itu, Tim Peningkatan Mutu dan Keselamatan Pasien (PMKP) Puskesmas Kecamatan Setiabudi perlu memastikan bahwa penerapan Peningkatan Mutu dan Keselamatan Pasien telah dilaksanakan dengan optimal sesuai dengan Peraturan Menteri Kesehatan No. 11 Tahun 2017 tentang Keselamatan Pasien.Metode: Desain penelitian ini adalah cross sectional dengan pendekatan semi kuantitaf dan kualitatif observasional. Besar sampel untuk data kuesioner sebanyak 126 orang yang diambil secara acak pada pasien di unit layanan kesehatan Puskesmas Kecamatan Setiabudi dan 6 petugas untuk data in depth interview.Hasil: Tim PMKP Puskesmas Kecamatan Setiabudi sudah dibentuk pada tahun 2017 untuk menerapkan standar keselamatan pasien dan untuk akreditasi puskesmas. Berdasarkan kuesioner, pada konsep kualitas pelayanan yang mendapatkan skor terendah yaitu tangible 84,9%, hasil berbeda didapatkan berdasarkan observasi keluhan pelanggan terbanyak berasal dari responsiveness. Pada dimensi kualitas pelayanan, skor terendah berdasarkan kuesioner dan observasi mengindikasikan hasil yang sama yaitu prosedur administrasi 84,9%. Sedangkan rata - rata pencapaian 6 sasaran keselamatan pasien Januari - Juni 2019 sebagai berikut: ketepatan identifikasi pasien di laboratorium sebanyak 95,45%, peningkatan komunikasi efektif di UGD / layanan 24 jam sebanyak 90,50%, pencapaian 100% terjadi pada peningkatan keamanan obat yang harus diwaspadai, kepastian tepat prosedur, tepat lokasi, dan tepat pasien pada kesehatan gigi dan mulut, pengurangan risiko infeksi pelayanan kesehatan, dan pengurangan risiko pasien jatuh. Penilaian ini serupa dengan yang disampaikan oleh informan dalam hasil in depth interview.Simpulan: Penerapan sasaran keselamatan pasien saat ini sudah cukup optimal dan mengalami peningkatan dari tahun sebelumnya. Namun dari segi kualitas pelayanan masih terdapat beberapa hal yang perlu diperbaiki yaitu ketanggapan, bukti fisik, dan prosedur administrasi. Pemberian pelayanan prima kepada pelanggan akan memenuhi harapan pelanggan sehingga tercapainya kepuasan pelanggan.

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Background: The increasing number of customer complaints and the occurrence of incidents in health care facilities will have an adverse impact on both customers and officers. The implementation of patient safety must go hand in hand with service quality to increase customer satisfaction. Therefore, the Quality Improvement and Patient Safety Team of the Setiabudi Sub-district Health Center needs to ensure that the implementation of Quality Improvement and Patient Safety has been carried out optimally in accordance with Regulation of the Minister of Health No. 11 of 2017 concerning Patient Safety.

Method: The design of this study is cross sectional with a semi-quantitative approach and qualitative observational. The sample size for the questionnaire data was 126 people obtained randomly from patients at the Setiabudi Sub-district Health Center health service unit and 6 officers for data in depth interviews

Result: The Quality Improvement and Patient Safety Team of the Setiabudi Sub-district Health Center was established in 2017 to implement patient safety standars and for accreditation of health centers. In its implementation, the concept of service quality from the questionnaire which obtained the lowest score, namely tangible of 84.9%, while a different results obtained from the observation approach of customer complaints which mostly came from the responsiveness. On the dimensions of service quality, the lowest score of the questionnaire and observation indicates the same results which came from administrative procedures 84,9%. While the average achievement of 6 patient safety goals January - June 2019 is as follows: identifying patients correctly in the laboratory of 95.45%, improving an effective communication in the ER / 24 hour service of 90.50%, achieved 100% occurs in improving the safety of high alert medications in pharmacy, ensuring right-site, right-procedure, and right-patient in dental and oral health, reducing the risk of health care-associated infections in the ER / 24 hour service, and reducing the risk of patients harmed from falls in the maternity room. This assessment is similar to that conveyed by informants in the results of in depth interviews.

Conclusion: The implementation of the patient safety goals is quite optimal and improving from the previous year. However, in terms of service quality, there are still potentials for improvement, which are responsiveness, tangible, and administrative procedures. Providing excellent service for customers will satisfy customers, thus the customer satisfaction is achieved."

"This research aimed to explain the existence of influence of interpersonal effective communication and leadership variables; individually and together, to the dependent variable of performance. In this research, communication variable is divided into two; vertical and horizontal/lateral communication with five indicators: openness, empathy, positive, support and similarity. Leadership variable is comprised of four indicators: good communication, delegation of authority, supervising, and ability to create good work condition.Research was conducted upon 71 respondents, which served as population of patent reviewers in Directorate Patent, Directorate General of Intellectual Property Rights, Department of Law and Human Rights, R1. Data analysis technique in used is Linear Regression. First, the linear regression technique is used as simple linear regression between each independent variable (interpersonal communication or leadership) to patent reviewers' performance, to see the existence of influence of each independent variable to performance as dependent variable. Multiple regression technique is used to verify the influence of both independent variables (interpersonal communication and leadership) together to patent reviewers? performance.From these various analyzes, it was found that interpersonal communication individually has negative influence to patent reviewer performance, while together with leadership variable have no influence in enhancing level of performance. Based on respondents' opinion on interpersonal communication existed in Directorate of Patent Reviewer, both vertical and horizontal/lateral communications, is not a dominant factor which can influencing patent reviewers' performance because the level of satisfaction in communication has not optimally met. Meanwhile the independent variable of independent, individually or together, has a significant and positive influence to patent reviewers' performance, where good leadership will influence an enhancement on patent reviewers' performance at Directorate of Patent Reviewer."

"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."

"Penelitian ini bertujuan untuk menganalisis pengaruh kegiatan rebranding terhadap loyalitas pelanggan melalui kepuasan pelanggan pada konsumen Gojek di Jabodetabek. Berangkat dari tujuan tersebut, penelitian ini memiliki dua hipotesis: kegiatan rebranding memengaruhi kepuasan pelanggan, dan kepuasan pelanggan memengaruhi loyalitas pelanggan. Penelitian ini menggunakan metode kuantitatif dengan teknik regresi linier sederhana. Responden dari penelitian ini merupakan 116 konsumen Gojek yang pengambilan datanya dilakukan melalui penyebaran kuesioner secara online. Hasil penelitian menunjukkan bahwa kegiatan rebranding secara positif memengaruhi loyalitas pelanggan melalui kepuasan pelanggan yang positif. Hal ini terlihat dari tingginya tingkat kepuasan responden terhadap produk/layanan yang diberikan oleh Gojek yang berimplikasi pada tingginya jawaban responden yang percaya pada kualitas produk/layanan Gojek dan setuju untuk kembali menggunakan Gojek di masa depan.

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This study aims to analyze the effect of rebranding activities on customer loyalty through customer satisfaction on Gojek consumers in Jabodetabek. Departing from these objectives, this study has two hypotheses: rebranding activities affect customer satisfaction, and customer satisfaction affects customer loyalty. This research uses quantitative methods with simple linear regression techniques. Respondents of this study were 116 Gojek consumers whose data was collected through online questionnaires. The results showed that rebranding activities positively influenced customer loyalty through positive customer satisfaction. The results can be seen from the high level of respondent satisfaction with the products/services provided by Gojek which implied to the substantial amount of respondents who believe in the quality of the product/service provided by Gojek and agree to using Gojek again in the future."