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"ABSTRAKPenelitian ini menguji pengaruh e-service quality terhadap brand trust konsumen situs e-commerce MatahariMall.com. Di me nsi e-service quality yang digunakan adalah efficiency , system availability , fulfillment , privacy , responsive ness , compensation , dan contact ; sedangk an dimensi brand trust yang digunakan adalah competence, predicta bility, dan benevolence/integrity. Penelitian ini menggunakan pendekatan kuantitatif, dan data penelitian dikumpulkan melalui survei dengan menyebarkan kuesioner kepada 100 orang responden yang merupakan konsumen MatahariMall.com. Teknik analisis yang digunakan adalah regresi berganda. Hasil penelitian menunjukkan bahwa e-service quality memilik pengaruh yang signifikan dan kuat terhadap brand trust dan dimensi system availability adalah dimensi yang paling dominan mempengaruhi brand trust.

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ABSTRACTThis study examines the effect of e service quality on consumer brand trust of e commerce site, MatahariMall.com. The e service quality dimensions used within this research are efficiency, system availability, fulfillment, privacy, responsiveness, compensation, and contact while the brand trust dimensions used are competence, predictability, and benevolence integrity. This research uses qualitative approach and the data collected through survey by distributing questionnaires to 100 respondents who are consumers of MatahariMall.com and live in Jabodetabek area. The analysis technique used in this research is multiple regressions. The result shows that e service quality has significant and strong influence on brand trust and system availability is the most dominant dimension that affect brand trust. "

"Penelitian ini bertujuan untuk mengetahui segmentasi konsumen e-commerce khususnya di Jabodetabek. Segmentasi dibentuk berdasarkan elemen kualitas pelayanan jasa dan kepuasan konsumen. Teknik analisis data yang digunakan adalah Clustering. Hasil penelitian menunjukan segmentasi konsumen e-commerce di Jabodetabek dapat dikelompokkan menjadi 3 kelompok. Kelompok 2 memiliki nilai tertinggi dari sisi pelayanan jasa dan kepuasan.

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This study aims to determine the consumer typology based on e-service quality and e-satisfaction of e-commerce in Jabodetabek area. This study proposed a post-hoc predictive typology with clustering analysis. The result showed the typology of consumer in Jabodetabek area can be separated into 3 groups of consumer. The second group of consumer have the highest value on e-service quality and e-satisfaction."

"Penelitian ini menguji empat dimensi dari E-Service Quality terhadap variable E-Satisfaction dan variable E-Loyalty pada konsumen produk fashion yang melakukan pembelian melalui aplikasi atau website e-commerce Shopee di Jakarta. Dimensi E-Service Quality yang dilakukan pengujian ialah dimensi Efficiency, requirement fulfillment, Accessibility dan privacy. Penelitian ini menggunakan pendekatan kuantitatif, dimana data diperoleh melalui penyebaran kuesioner kepada 100 orang responden dengan menggunakan metode purposive sampling dan studi kepustakaan. Pengolahan data yang dilakukan dalam penelitian ini menggunakan SPSS 17.0. Hasil penelitian ini menunjukan bahawa dimensi Efficiency dan dimensi requirement memiliki pengaruh terhadap E-Satisfaction dan E-Loyalty konsumen produk fashion e-commerce Shopee di Jakarta, sedangkan dimensi Accessibility dan dimensi privacy tidak memiliki pengaruh terhadap E-Satisfaction dan E-Loyalty konsumen produkfashion e-commerce Shopee di Jakarta.

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This study examines the four dimensions of E-Service Quality towards the variable E-Satisfaction and variable E-Loyalty in consumer fashion products that make a purchase through the application or an e-commercewebsite Shopee in Jakarta. Dimensions of E-Service Quality that are examines are dimension Efficiency, dimension requirement fulfillment, dimensionAccessibility and dimension privacy. This research uses a quantitative approach, where data are obtained through the dissemination of questionnaires to 100 people respondents by using purposive sampling method and the study of librarianship. The data processing in this research using SPSS 17.0. The results of this study indicate that the Efficiency dimension and dimension requirement has impact on E-Satisfaction and E-Loyalty product consumer e-commerce fashion Shopee in Jakarta, while the Accessibility dimension and the dimension of privacy does not have an impact on E-Satisfaction and E-Loyalty product consumer e-commerce fashion Shopee in Jakarta."

"ABSTRAKPenelitian ini menguji pengaruh e-service quality terhadap brand trust pada situsTiket.com. Dimensi e-service quality yang digunakan adalah website usability,information quality, reliability, responsiveness, assurance, dan personalization.Dimensi brand trust yang digunakan adalah brand reliability dan brand intention.Penelitian ini menggunakan pendekatan kuantitatif, dimana data penelitiandikumpulkan melalui survei dengan kuesioner online yang dilakukan terhadap 100pelanggan Tiket.com. Teknik analisis data yang digunakan adalah analisis regresiberganda. Hasil penelitian menunjukkan bahwa E-Service Quality memilikipengaruh yang signifikan dan kuat terhadap Brand Trust. Di antara dimensi eservicequality yang digunakan, responsiveness merupakan dimensi yangmemiliki pengaruh terbesar terhadap variabel brand trust.

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ABSTRACTThis study examines the effect of e-service quality towards brand trust onTiket.com website. The dimensions used to measure e-service quality are websiteusability, information quality, reliability, responsiveness, assurance, andpersonalization. Brand trust was measured using brand reliability and brandintention. This research used a quantitative approach, in which data was collectedby doing survey towards 100 customers of Tiket.com with online questionnaire.Multiple regressions were used to analyze the data. The result showed that eservicequality has a significant and strong effect towards brand trust andresponsiveness proved as the dimension of e-service quality that gives thestrongest effect towards brand trust variable."

"E-commerce semakin berkembang pesat saat ini. Terdapat berbagai pilihan aplikasi e-commerce di Indonesia yang dapat digunakan oleh konsumen. E-commerce perlu memiliki kualitas layanan dan fitur yang berkualitas serta andal sehingga dapat unggul dari kompetitor. Penelitian ini bertujuan untuk menganalisis pengaruh e-service quality, personalization, E-WOM, dan customer support system (CSS) terhadap keberhasilan e-commerce. Penelitian ini menggunakan pendekatan kuantitatif dengan pengumpulan data menggunakan kuesioner online. Jumlah responden yang mengisi kuesioner penelitian ini sebanyak 108 responden. Responden pada penelitian ini merupakan pengguna e-commerce Shopee dari kalangan generasi milenial dan generasi Z. Penelitian ini menggunakan analisis regresi linear dan menggunakan software IBM SPSS Statistics 25 dalam mengolah data. Hasil penelitian ini menunjukkan bahwa e-service quality, personalization, E-WOM, dan CSS masing-masing memiliki pengaruh positif dan signifikan terhadap keberhasilan e-commerce. Hasil penelitian juga menunjukkan bahwa e-service quality, personalization, E-WOM, dan CSS secara simultan memiliki pengaruh terhadap e-commerce success. Hasil penelitian menunjukkan bahwa, diantara keempat variabel independen pada penelitian ini, e-service quality merupakan variabel yang paling berpengaruh terhadap keberhasilan e-commerce.

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E-commerce is rapidly growing nowadays. There are various options of e-commerce applications in Indonesia that can be used by consumers. E-commerce needs to have high-quality and reliable service quality and features in order to excel over competitors. This research aims to analyze the influence of e-service quality, personalization, E-WOM, and customer support system (CSS) on e-commerce success. This study uses a quantitative approach with data collection using an online questionnaire. The number of respondents who filled out the questionnaire is 108 respondents. The respondents in this research are Shopee users from the millennial generation and generation Z. This study uses linear regression analysis and is processed using IBM SPSS Statistics 25 software. The result of this study indicate that e-service quality, personalization, E-WOM, and CSS each have a positive and significant influence on e-commerce success. The result also show that e-service quality, personalization, E-WOM, and CSS simultaneously have an influence on e-commerce success. The result show that, among the four independent variables in this study, e-service quality is the variable that has the most infuence on e-commerce success."

"ABSTRAKPerkembangan dunia teknologi dan komunikasi serta dampak globalisasi telah menjadi permulaan bagi perubahan dalam industri bisnis. Hal tersebut membawa dampak positif dalam bisnis perdagangan secara online atau yang disebut dengan e-commerce. Banyaknya industri e-commerce yang bermunculan membuat persaingan antar bisnis online semakin ketat untuk dapat mempertahankan pelanggan agar tidak mudah berpindah ke situs e-commerce lainnya. Dengan kompetisi yang semakin ketat antar industri e-commerce, peran e-service quality dan product diversification sangat berpengaruh terhadap nilai yang dirasakan oleh pelanggan yang dapat berdampak pada kepuasan, kepercayaan, dan loyalitas pelanggan melalui word of mouth dan purchase intention. Maka dari itu, situs e-commerce membutuhkan strategi yang kuat untuk dapat meningkatkan Customer Loyalty. Penelitian ini menggunakan metode Structural Equation Modeling untuk mengetahui pengaruh faktor-faktor E-Service Quality dan Product Diversification terhadap Customer Loyalty pada situs e-commerce B2C yaitu Lazada dan Blibli. Selain itu, digunakan Importance-Performance Analysis untuk mendapatkan faktor-faktor yang harus diprioritaskan agar dapat dijadikan strategi melalui action plan untuk memenuhi harapan pelanggannya dalam situs e-commerce B2C. Hasil penelitian ini merupakan strategi bagi Lazada dan Blibli guna meningkatkan Customer Loyalty pelanggan, sehingga dapat mampu bertahan dan bersaing dengan situs e-commerce B2C Indonesia lainnya. Dengan demikian, hubungan jangka panjang dengan konsumen dapat terjaga.

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ABSTRACT

The evolution of the technology and communication and the impact of globalization has been the beginning for change in the business industry. It brings a positive impact in the business of trading online or called e commerce. The large number of emerging e commerce industry makes the competition between online business more stringent to be able to keep customers from moving easily to other e commerce sites. With the increasingly tight competition between e commerce industry, the role of e service quality and product diversification is very influential to customer perceived value that can impact on customer satisfaction, trust and loyalty through word of mouth and purchase intention. Therefore, e commerce sites require a strong strategy to increase Customer Loyalty. This research uses Structural Equation Modeling method to find out the influence of E Service Quality and Product Diversification factors to Customer Loyalty on B2C e commerce sites namely Lazada and Blibli. In addition, Importance Performance Analysis is used to get factors to be prioritized in order to be a strategy by action plan to meet customer expectations plan in B2C e commerce site. The results of this study is a strategy for Lazada and Blibli in order to increase Customer Loyalty customers, so as to survive and compete with other B2C e commerce sites Indonesia. Thus, long term relationships with consumers can be maintained."

"Penelitian ini bertujuan untuk menganalisis pengaruh dari kualitas pelayanan elektronik terhadap loyalitas pelanggan melalui kepuasan pelanggan pada konsumen Shopee di Jakarta. Penelitian ini merupakan penelitian kuantitatif dengan menguji beberapa variabel yaitu kualitas pelayanan elektronik, kepuasan pelanggan, dan loyalitas pelanggan. Data dalam penelitian ini dikumpulkan melalui survei dengan kuesioner online yang terdiri dari 100 responden. Hasil survei penelitian ini diolah menggunakan instrumen SPSS 25. Teknik analisis dalam penelitian ini menggunakan analisis statistik deskriptif dan regresi linear sederhana. Hasil penelitian ini menunjukkan bahwa kualitas pelayanan elektronik berpengaruh terhadap kepuasan pelanggan dan loyalitas pelanggan, dan kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan.

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This study aims to analyze the effect of e-service quality on e-loyalty through e-satisfaction at Shopee consumers in Jakarta. This research is a quantitative study with several variables: e-service quality, e-satisfaction, and e-loyalty. The data in the study were collected through a survey with an online questionnaire consisting of 100 respondents. The results of the research survey used the SPSS 25 instrument. The research analysis technique used descriptive statistical analysis and simple linear regression. The results of this study indicate that e-service quality affects e-satisfaction and e-loyalty, and e-satisfaction affects e-loyalty."

"Beberapa tahun terakhir pertumbuhan jumlah pengguna Internet di Indonesia selalu mengalami peningkatan dan masyarakat mulai banyak memanfaatkan situs-situs e-commerce. Pemanfaatan e-commerce khususnya C2C memiliki risiko yang dapat mengurangi minat berbelanja online. Dari sekian banyak faktor yang dapat mempengaruhi terjadinya transaksi, trust menjadi faktor kunci.Dalam penelitian ini dibuat sebuah model untuk menjelaskan minat membeli di lingkungan e-commerce C2C. Dalam model tersebut trust kepada penjual menjadi faktor utama yang membentuk minat membeli. Cognitive trust yang terdiri dari persepsi akan ability, benevolence, integrity, dan adopsi terhadap informasi eWOM digunakan sebagai faktor yang menjelaskan bagaimana trust terbentuk. Data penelitian diperoleh dengan menyebarkan kuisioner online di forum kaskus. Simulasi dibuat untuk dijalankan oleh responden sebelum menjawab kuisioner, sehingga diharapkan responden dapat mempunyai gambaran yang lebih nyata tentang tawaran di situs e-commerce C2C.Total didapatkan 114 jawaban kuisioner valid yang digunakan untuk analisis. Analisis dilakukan dengan metode Partial Least Square (PLS), dan menggunakan alat SmartPLS 2.0. Dari hasil analisis didapatkan bahwa trust kepada penjual mempunyai pengaruh yang signifikan dan positif terhadap minat untuk membeli. Kemudian didapatkan bahwa dua variabel cognitive trust, yaitu persepsi akan kemampuan dan integritas penjual, bersama dengan adopsi terhadap informasi eWOM berpengaruh positif dan signifikan terhadap trust kepada penjual.

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In the last few years, the number of Internet users in Indonesia was growing rapidly as many people started to use e-commerce sites. Utilization of C2C e-commerce in particular has a risk that may reduce people interest in online shopping. Of the many factors that may influence online shopping intention, trust becomes the key.

This study create a model to explain the purchase intention in the C2C e-commerce environment. In the model, buyer?s trust to the seller is a major factor that influence the purchase intention. Cognitive trust and adoption of eWOM information is used as a factor that explains how trust is formed. Data were obtained by distributing online questionnaires in kaskus forum. Simulation were made to be run by the respondents before answering the questionnaire, so that respondents were expected to have a more realistic condition of the offer in C2C e-commerce site. Total 114 valid questionnaire responses were used for analysis.

The analysis was conducted using Partial Least Square (PLS) and SmartPLS 2.0 as the tool. We found that trust have a positive and significant effect to the purchase intention. Later it was found that two cognitive trust variables, the perception of ability and integrity of the seller, along with the adoption of eWOM information have a positive and significant impact on the trust to the seller."

"Penelitian ini dilakukan dengan tujuan untuk mengetahui dan menganalisis pengaruh attitude dan trust terhadap loyalitas konsumen pada e-commerce produk pakaian pria di Lazada.co.id. Variabel dalam penelitian ini adalah online shopping experience, security protection, third party evaluation, kualitas produk, inovasi produk, kepuasan pelanggan, kepercayaan pelanggan, reputation dan loyalitas konsumen. Sampel penelitian yang digunakan ini adalah pelanggan e-commerce produk pakaian pria Lazada.co.id. sebanyak 180 orang. Jenis penelitian yang digunakan adalah deskriptif kuantitatif, menggunakan metode Analisis SEM Structural Equation Model dengan program AMOS. Hasil penelitian menunjukkan bahwa online shopping experience berpengaruh positif terhadap kepuasan pelanggan. Online shopping experience berpengaruh positif terhadap e-trust. Security protection berpengaruh positif terhadap e-trust. Third party evaluation berpengaruh positif terhadap e-trust. Kualitas produk berpengaruh positif terhadap kepuasan pelanggan. Inovasi produk berpengaruh positif terhadap kepuasan pelanggan. Kepuasan pelanggan berpengaruh positif terhadap e-trust. Kepuasan pelanggan berpengaruh positif terhadap reputation. E-trust berpengaruh positif terhadap loyalitas pelanggan. Reputation berpengaruh positif terhadap loyalitas pelanggan pada e-commerce produk pakaian pria di Lazada.co.id.

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This study was conducted with the aim to know and analyze the influence of attitude and trust on consumer loyalty on e commerce products men 39 s clothing at Lazada.co.id. Variables in this study are online shopping experience, security protection, third party evaluation, product quality, product innovation, customer satisfaction, customer trust, reputation and customer loyalty. The sample of this research used is e commerce customer of Lazada.co.id menswear products. as many as 180 people. The type of research used is descriptive quantitative, using SEM Structural Equation Model with AMOS program.

The results showed that online shopping experience has a positive effect on customer satisfaction. Online shopping experience positively affects e trust. Security protection has a positive effect on e trust. Third party evaluation has a positive effect on e trust. Product quality positively affects customer satisfaction. Product innovation has a positive effect on customer satisfaction.

Product innovation has a positive effect on customer satisfaction. Customer satisfaction positively affects e trust. Customer satisfaction has a positive effect on reputation. E trust has a positive effect on customer loyalty. Reputation positively affects customer loyalty in e commerce of menswear products at Lazada.co.id."

"Persaingan industri e-commerce saat ini sangat erat. Perusahaan perlu untuk menciptkan repurchase intention pada pelanggan. Konsep perceived brand leadership menjadi faktor pembeda sekaligus keunggulan kompetitif dalam persaingan. Penelitian ini bertujuan untuk menganalisis pengaruh perceived brand leadership terhadap consumer satisfaction dan repurchase intention pada e-commerce Shopee. Analisis olah data dilakukan dengan teknik partial least squares structural equation modeling dengan pendekatan kuantitatif. Hasil penelitian menunjukkan bahwa dimensi perceived brand leadership yaitu perceived quality, perceived value, dan perceived popularity memiliki pengaruh positif terhadap consumer satisfaction dan repurchase intention, sedangkan dimensi perceived innovativeness tidak memiliki pengaruh terhadap keduanya. Kemudian, consumer satisfaction memiliki pengaruh yang positif terhadap repurchase intention.

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Nowadays, the competition in e-commerce industry is very tight. Companies need to create repurchase intention in customers. The concept of perceived brand leadership is a differentiating factor as well as a competitive advantage in the competition. The purpose of this study is to analyze the influence of perceived brand leadership on consumer satisfaction and repurchase intention on e-commerce Shopee. A partial least squares structural equation modeling analysis was conducted in this study with quantitative approach. The results showed that the dimensions of perceived brand leadership, namely perceived quality, perceived value, and perceived popularity, had a positive effect on consumer satisfaction and repurchase intention, while the dimensions of perceived innovativeness had no effect on both. Then, consumer satisfaction has a positive influence on repurchase intention."