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"ABSTRAKPerkembangan teknologi membawa kegiatan bisnis turut berkembang. Salah satu teknologi yang menjadi fenomena dan membawa banyak perubahan pada zaman globalisasi sekarang ini adalah internet. Teknologi internet pada dewasa ini banyak dimanfaatkan sebagai salah satu media untuk kegiatan bisnis. Kemunculan e-commerce atau yang dikenal juga dengan online shop merupakan salah satu dampak dari hal tersebut. Pada kegiatan bisnis dalam dunia online pihak penjual juga perlu untuk membangun dan menjaga pelayanannya. Hal tersebut tentunya dilakukan untuk memelihara konsumennya. Terlebih lagi pada dunia digital (e-commerce) konsumen dapat dengan mudah berpindah dari satu tempat ke tempat lainnya hanya dengan meng-klik saja.Tesis ini meneliti mengenai penengaruh dari pelayanan elektronik (e-service quality) yang terdiri dari tujuh dimensi melalui online shopping satisfaction terhadap online repurchase intention dan intention to buy at other online channel. Setelah menyusun hipotesis, data dikumpulkan dari 214 responden yang merupakan orang yang pernah berbelanja di Tokopedia sebagai objek penelitian. Data kemudian diolah dengan menggunakan SEM (Structural Equation Modeling).Hasil penelitian menunjukkan bahwa hanya dimensi efficiency pada e-service quality yang mempengaruhi kepuasan pelanggan online, selain itu kepuasan pelanggan online memiliki pengaruh pada pembelian kembali di toko online dan kepuasan pelanggan online tidak memiliki pengaruh pada intensi untuk berpindah tempat atau channel toko online lainnya (intention to buy at other online channel).

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ABSTRACT

Technological developments bring and helped business activity to develop. One technology that became a phenomenon and brought many changes in the time of globalization nowadays is the internet. Internet technologies nowadays is widely used as a medium for business activities. The emergence of e-commerce (also known as the online shop) is one of the effects of it. On the online business activities the sellers also need to build and maintain their services. It must be taken to maintain its customers. Moreover, in the digital world (e-commerce) consumers can easily move from one place to another just by clicking.

This thesis examines the effect of electronic services (e-service quality) that consists of seven dimensions through online shopping satisfaction to online repurchase intention and intention to buy at other online channel. After preparing the hypothesis, data were collected from 214 respondents who have shopped at Tokopedia as the object of the study. The data is then processed by using SEM (Structural Equation Modeling).

The results showed that the only dimension in the e-service quality that affecting online customer satisfaction is efficiency, in addition the satisfaction of online customers have an influence on the repurchase at the online store and customer online satisfaction don‟t have an influence on intention to move to other place or other online channel (intention to buy at other online channel)."

"Tingginya kompetisi pada lingkungan perusahaan berbasis teknologi, khususnya bagi industri ridesourcing membuat perusahaan pada industri tersebut harus meningkatkan usahanya dalam rangka usaha merebut pasar. Tidak terkecuali perusahaan yang merupakan pioneer dan pemimpin pasar pada industri tersebut yaitu Uber yang harus meningkatkan kualitas pelayanan dalam rangka memperoleh kepuasan konsumen yang akan mempengaruhi keinginan konsumen dalam melakukan pembelian kembali.Penelitian ini ditujukan untuk mengetahui pengaruh antara m-service quality terhadap erepurchase intention melalui e-customer satisfaction sebagai variabel perantara. Penelitian ini akan dilakukan dengan metode kuantitatif dengan sampel 100 responden yang berusia 17 tahun atau lebih yang pernah menggunakan aplikasi mobile Uber untuk melakukan pemesanan Uber X minimal sekali dalam tiga bulan terakhir. Data dianalisa dengan menggunakan teknik analisa regresi berganda dan analisa jalur.Hasil dari penelitian menunjukkan bahwa terdapat pengaruh antara m-service quality terhadap e-repurchase intention melalui e-customer satisfaction sebagai variabel perantara serta terdapat pula pengaruh langsung antara m-service quality terhadap e-repurchase intention.

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The highly competitive environment of technology company especially in the ride sourcing industry, made the company in the industry had to step up their game in order to win the market. Therefore, even a pioneer and a leading company in the industry, named Uber had to improve its service quality in order to reach customer satisfaction that finally could lead to repurchase intention. This research was conducted to analyze the impact of m-service quality to e-repurchase intention through customer satisfaction as intervening variable. This quantitative research took 100 consumers who were 17 years or older and have used the application to book Uber X within the last three months with a one time minimum total booking. All respondents were collected using simple random sampling. The data were being analyzed using Multiple Regression and Path Analysis. The result of this research indicated that m-service quality affected e-repurchase intention through e- customer satisfaction as intervening variable and indicated a direct effect between m- service quality and e-repurchase intention."

"[Persaingan antara perusahaan di industri penerbangan yang intensif karena tekanan untuk mengurangi biaya dan meningkatkan layanan kepada pelanggan. Sebagian besar operator penerbangan yang digunakan situs Web mereka tidak hanya untuk tujuan membuat informasi yang tersedia perusahaan tetapi juga untuk memberikan secara online e-ticketing layanan kepada pelanggan mereka. Ini adalah salah satu metode pelaku industri mempekerjakan untuk meningkatkan penjualan tiket. Selain itu layanan online juga meningkatkan cara transaksi bisnis dilakukan. Tujuan dari penelitian ini adalah untuk mengetahui hubungan kualitas e-service dan kepuasan pelanggan dan untuk mengeksplorasi hubungan antara kepuasan pelanggan dan niat beli industri penerbangan layanan e-ticketing. Metode survei kenyamanan dipekerjakan dan total 152 kuesioner bisa digunakan yang digunakan untuk analisis selanjutnya Lima dimensi kualitas layanan elektronik diidentifikasi yaitu kemudahan penggunaan desain website jaminan daya tanggap dan personalisasi Hasil dari regresi ganda menunjukkan bahwa empat dari lima dimensi kualitas layanan elektronik memberikan kontribusi untuk kepuasan pelanggan. Desain Website diidentifikasi sebagai kontributor paling penting untuk kepuasan pelanggan Analisis lebih lanjut juga mengungkapkan bahwa kepuasan pelanggan dipengaruhi konsumen membeli kembali niat maskapai e-tiket.

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Competition among companies in the airlines industry is intensive due to the pressure to reduce costs and to enhance service to customers. Majority of the airline operators used their websites not only for the purpose of making available the company's information but also to provide online e ticketing service to their customers. This is one of the methods industry players employ to boost ticket sales In addition the online service also improves the way business transactions are conducted. The objectives of this study were to determine the relationship of e-service quality and customer satisfaction and to explore the relationship between customer satisfaction and purchase intention of airlines industry e-ticketing service. Convenience survey method was employed and a total of 152 useable questionnaires were utilized for subsequent analysis. Five dimensions of e-service quality were identified namely ease of use website design assurance responsiveness and personalization. Results from the multiple regression showed that four from five e-service quality dimensions significantly contributed to customer satisfaction. Website Design was identified as the most important contributor to customer satisfaction. Further analysis also revealed that customer satisfaction influenced consumers repurchase intention of airline e-tickets., Competition among companies in the airlines industry is intensive due to the pressure to reduce costs and to enhance service to customers Majority of the airline operators used their websites not only for the purpose of making available the company rsquo s information but also to provide online e ticketing service to their customers This is one of the methods industry players employ to boost ticket sales In addition the online service also improves the way business transactions are conducted The objectives of this study were to determine the relationship of e service quality and customer satisfaction and to explore the relationship between customer satisfaction and purchase intention of airlines industry e ticketing service Convenience survey method was employed and a total of 152 useable questionnaires were utilized for subsequent analysis Five dimensions of e service quality were identified namely ease of use website design assurance responsiveness and personalization Results from the multiple regression showed that four from five e service quality dimensions significantly contributed to customer satisfaction Website Design was identified as the most important contributor to customer satisfaction Further analysis also revealed that customer satisfaction influenced consumers repurchase intention of airline e tickets ]"

"In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc. Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia.

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In the current age of globalization, technology and information are one of the most rapidly developing aspects of world life. Technological advances to facilitate customers and companies in many fields, one of which is the banking sector. Some banking transactions that can be done via the internet or online are fund transfers, payment of electricity/water bills and e-commerce, investment and top-up of credit/data packages, etc.  Digital banking transactions in Indonesia grew 158% in the last 5 years from January 2018 to April 2023. One of them can be seen in the growth of BNI Mobile Banking users in February 2023 reaching 14.03 million users. This number jumped 25% (YoY) when compared to the same period the previous year of 11.22 million users. E-Service Quality in its interaction with services is the degree to which a service effectively and efficiently facilitates the shopping, purchasing and delivery processes of products and services. The utilitarian dimension in the study includes security/privacy and practicality (which includes usability and ease of use). The hedonistic dimension is more subjective and personalized than the utilitarian dimension and is more related to fun and enjoyment than task completion. This dimension reflects the potential pleasure and emotional value of shopping for and using products. This research uses the PLS-SEM approach. Based on the results of the analysis, this study reveals that there are variables that can optimally improve service quality and customer loyalty for BNI mobile banking in Indonesia."