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"Penelitian ini menguji pengaruh e-service quality dan sales promotion terhadap perceived quality dan attitude dapat mempengaruhi purchase intention asuransi kendaraan digital di Indonesia. Penelitian ini secara empiris mengacu pada asuransi kendaraan yang berbasis digital dalam layanannya dan diolah dengan metode SEM (Structural Equation Modeling). Dari 216 responden yang belum memiliki asuransi kendaraan digital didapatkan informasi bahwa dimensi dari e-service quality (efficiency, privacy, contact) berpengaruh secara positif terhadap perceived quality, namun tidak untuk dimensi lainnya (fulfilment dan availability). Monetary promotion berpengaruh seacara positif terhadap perceived quality namun tidak memiliki pengaruh langsung terhadap purchase intention. Selain itu, perceived quality terhadap asuransi kendaraan digital berpengaruh positif terhadap attitude sehingga mendorong purchase intention asuransi kendaraan digital. Penelitian ini akan memberikan saran kepada perusahaan asuransi kendaraan untuk mengetahui pengalaman layanan digital yang diinginkan dan mengetahui strategi pemasaran yang sesuai untuk meningkatkan purchase intention.

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This study examines the effect of e-service quality and sales promotion on perceived quality and attitude drive favorable purchase intention on digital car insurance in Indonesia. This research empirically refers to digital-based car insurance in its services and processed by the SEM (Structural Equation Modeling) method. The data were collected from 216 respondents who do not have digital car insurance. The results show that the dimensions of e-service quality (efficiency, privacy, contact) positively influence the perceived quality of digital car insurance but the others dimension (fulfilment and availability) do not have positive effect. Monetary promotion also positively builds perceived quality but does not have a direct impact on purchase intention. The results also confirm that perceived quality on digital car insurance have positive impact on the attitude and also their attitude drives favorable purchase intention on digital car insurance. This study will provide insights for car insurance companies to know the desired experience in the digital touchpoints and what marketing techniques are suitable for driving purchase intention.

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"Dalam online shopping, ketiadaan interaksi face-to-face antara konsumen dengan perusahaan membuat konsumen tidak dapat melakukan penilaian terhadap elemen fisik perusahaan. Konsumen hanya dapat melakukan penilaian terhadap kualitas pelayanan yang diberikan perusahaan secara online atau disebut juga dengan e- service quality. Penelitian ini dilakukan untuk menganalisis pengaruh e-service quality terhadap repurchase intention melalui customer satisfaction sebagai variabel perantara. Sampel penelitian ini adalah 120 responden yang pernah membeli album musik Kpop di online shop Gasoo Galore yang diambil menggunakan teknik penarikan sampel purposive sampling, sedangkan teknik analisis data yang digunakan adalah Path Analysis. Hasil penelitian menunjukkan bahwa e-service quality tidak memberikan pengaruh secara langsung yang signifikan terhadap repurchase intention, namun terdapat pengaruh yang positif dan signifikan apabila melalui customer satisfaction sebagai variabel perantara.

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Lack of face-to-face interaction between customer and online seller causes it`s hard for customer to evaluating the seller`s physical elements. Customer evaluating the seller based on the quality of their service or it known as e-service quality. This research was conducted to analyze the impact of e-service quality to customer repurchase intention through customer satisfaction as intervening variable. This research took 120 customers who ever bought Kpop music album from Gasoo Galore as the respondents. All respondents are collected using purposive sampling technique. The data were being analyzed using Path Analysis. The result of this research indicate that e-service quality didn`t directly affects repurchase intention, but it give significant and positive effect when it through customer satisfaction as intervening variable."

"Penelitian ini bertujuan untuk melihat apakah perceived web reputation, perceived web quality dan, e-wom mempengaruhi trust, attitude dan repurchase intention konsumen pada online marketpace di Indonesia. Data yang didapatkan berasal dari 250 responden. Model penelitian dengan tujuh hipotesis ini diuji dengan menggunakan Structural Equation Modeling (SEM). Hasil penelitian ini menunjukkan bahwa variabel perceived web reputation, perceived web quality memiliki pengaruh positif terhadap trust in the website. Pada variabel e-wom credibility tidak memiliki pengaruh positif terhadap trust in the vendor, sedangkan e-wom quality memiliki pengaruh yang positif terhadap trust in the vendor. Variabl trust in the website dan trust in the vendor memiliki pengaruh yang positif terhadap attitude. Attitude memiliki pengaruh yang positif terhadap repurchase intention konsumen.

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This research aim to test the influence of perceived web reputation, perceived web quality and e-wom toward trust, attitude and repurchase intention of online marketplace's consumers in Indonesia. The data was collected from 250 respondent and research model was analyzed by Structural Equation Modeling (SEM). The result found that perceived web reputation, perceived web quality positively influence trust in the website. However, e-wom credibility has a negative impact towards trust in the vendor. Furthermore, trust in the vendoris positively influenced by e-wom quality. Trust in the website and trust in the vendor have a positive effect toward attitude. At last, Attitude positively influence repurchase intention."

"Penelitian ini dilakukan untuk melihat hubungan antara E-Service Quality dengan Purchase Intention pada konsumen belanja online. E-Service Quality dalam penelitian ini adalah yang dipersepsikan oleh konsumen belanja online. Partisipan adalah 146 mahasiswa yang memiliki pengalaman belanja online. E-Service Quality diukur menggunakan E-S-Qual oleh Parasuraman, Zeithaml dan Malhotra (2005). Sementara Purchase Intention menggunakan alat ukur Online Purchase Intention oleh Topaloglu (2012). Hasil menunjukkan bahwa terdapat hubungan yang signifikan antara E-Service Quality dengan Purchase Intention. Hasil ini ditunjukkan dengan ( r(146) = 0,384, p < 0,01) yang berarti jika persepsi konsumen E-Service Quality meningkat maka Purchase Intention konsumen akan meningkat pula. Dengan demikian, para perusahaan e-commerce perlu menambahkan dan memperbaiki pelayanan konsumen online yang dapat memenuhi kebutuhan konsumen ketika berbelanja online baik interaksi dengan situs yang bersangkutan maupun interaksi dengan penjual, misalnya dengan memenuhi pesanan barang konsumen tepat waktu dan sesuai.

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This research aimed to examine the relationship between E-Service Quality and purchase intention among Online Shopping Consumer. The E-Service Quality in this research is perceived by the online shopping consumers. Participants of this research were 146 undergraduate students who have online shopping experience. E-Service Quality were measured using E-S-Qual developed by Parasuraman, Zeithaml and Malhotra (2005). Meanwhile, purchase intention were measured using online purchase intention scale developed by Topaloglu (2012).

The main result of this research showed that E-Service Quality have a significant relationship with purchase intention among online shopping consumer. This result were showed by r(146) = 0,384, p < 0,01. This can also be said that if the E-Service Quality perceived by consumers increases, purchase intention will also increase. However, the result showed that the correlation between these two variable is still weak. Therefore, the e-commerce company should improve the quality of the online service in order to fulfill the consumers needs while shopping online. The service that is offered not only emphasizes on the consumers interaction with the website but also the opportunity to interact with the seller. For an example, fulfilling orders in time."

"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)."

"Penelitian ini bertujuan untuk mengetahui pengaruh digital marketing yang terdiri dari search engine advertising, content marketing, sosial media dan e-mail marketing terhadap attitude toward digital marketing dan purchase intention dan pengaruh moderasi dari brand awareness, tujuan berikutnya adalah mengetahui saluran digital marketing mana yang paling berpengaruh terhadap membangun sikap dan intensi pembelian konsumen. Data dikumpulkan melalui kuesioner, kepada responden yang berada di Indonesia, memiliki usia minimal 17 tahun, pernah terekspos digital marketing dalam 2 bulan terakhir, dan memiliki sosial media yang aktif. Kuesioner disebar melalui Whatsapp, Instagram dan Line. Responden yang didapatkan sebanyak 253 dan yang lulus tahap screening sebanyak 242. Peneliti menggunakan Partial Least Square Structural Equation Modelling (PLS-SEM) untuk mengalisis pengaruh peran digital marketing terhadap attitude toward digital marketing dan purchase intention dan peran moderasi dari brand awareness. Hasil penelitian ini adalah media sosial berpengaruh secara positif dan signifikan terhadap attitude toward digital marketing dan purchase intention, e-mail marketing berpengaruh positif dan signifikan terhadap attitude toward digital marketing. Attitude toward digital marketing juga memiliki pengaruh positif terhadap purchase intention.

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This research aims to determine the impact of digital marketing which consist of search engine advertising, content marketing, social media and e-mail marketing on attitude toward digital marketing and purchase intention and moderating effect of brand awareness, the next goal is to find out which digital channels marketing has the most influence on building consumer attitude and intention. Data was collected through a questionnaire, the responden who are in Indonesia, have a minimum age of 17 years old, have been exposed by digital marketing in the last 2 month, and have active social media. Questionnaires were distributed via Whatsapp, Instagram and Line. There were 253 responden obtained and only 242 who passed screening stage. Reaseacher use Partial Least Square Structural Equation Modeling (PLS-SEM) to analyze the influence of the role of digital marketing on attitude toward digital marketing and purchase intention and moderating role of brand awareness. The result of this study are that social media has positive and significant effect on attitude toward digital marketing and purchase intention, e-mail marketing has a positive and significant effect on attitude toward digital marketing. Attitude toward digital marketing also has a positive influence on purchase intention. "

"Aplikasi Asuransi Digital muncul sebagai aplikasi yang berinteraksi dengan pelanggan perusahaan yang signifikan, berpotensi meningkatkan efisiensi layanan pelanggan sekaligus mengurangi biaya. Penelitian ini menerapkan kualitas layanan & kualitas layanan pemulihan dengan aplikasi asuransi digital untuk mengetahui pengalaman, kepuasan, dan loyalitas pelanggan terhadap aplikasi asuransi digital. Penelitian ini menggunakan variable efficiency, fulfilment, security, availability and compensation, responsiveness, contact sebagai kosntruk dari e-service quality dan e-recovery service quality yang kemudian diteliti pengaruhnya terhadap Customer Experience dan Customer Satisfaction.untuk mendorong Customer Loyalty. Analisis PLS-SEM dilakukan pada data yang diperoleh melalui kuesioner online yang disebar melalui jejaring sosial serta ikatan individu. Sebanyak 261 pengguna aplikasi asuransi digital menjadi responden dengan syarat bahwa mereka memiliki polis asuransi aktif dan telah menggunakan aplikasi asuransi digital untuk melakukan transaksi selama minimal 6 bulan terakhir. Hasil analisis menunjukkan bahwa faktor kualitas layanan dan kualitas layanan pemulihan berpengaruh positif terhadap pengalaman dan kepuasan pelanggan, yang pada gilirannya memengaruhi loyalitas pelanggan. Temuan ini membuka wawasan baru tentang bagaimana loyalitas pelanggan terbentuk dalam industri asuransi.

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Digital Insurance Application is emerging as a significant corporate customer-facing application, potentially increasin customer service efficiency while reducing costs. This study applies service quality & recovery service quality with digital insurance applications to determine customer experience, satisfaction, and loyalty to digital insurance applications. This study uses the variables efficiency, fulfillment, security, availability and compensation, responsiveness, contact as constructs of e-service quality and e-recovery service quality which are then examined for their effect on customer experience and customer satisfaction to encourage customer loyalty. An analysis using PLS- SEM was performed on informasi obtained from online questionnaires distributed through social networks and personal connections. The study included 261 customers of a digital insurance application World Health Organization met specific criteria: having an active insurance policy and conducting transactions on the digital insurance platform for at least 6 months. The analysis results revealed that service quality and service recovery significantly influence customer experience and satisfaction, ultimately leading to a positive impact on customer loyalty. These findings provide valuable new insights into customer loyalty within the insurance industry."

"Penelitian ini dilakukan untuk menganalisis Dampak dari Variabel Sales Promotion dan Variabel Channel of Distribution terhadap Attitude toward Brand dan Purchase Intention: Studi Kasus Dancow Calcium Plus. Variabel yang akan diuji dalam penelitian ini adalah sales promotion (Sampling dan premium) dan channel of distribution (supermarket dan hypermarket) terhadap Attitude toward Brand (sikap terhadap merek) dan Purchase Intention (minat membeli) Dancow Calcium Plus. Penelitian menggunakan metode field experiment dengan periode penelitian November & Desember 2013. Hasil penelitian menunjukkan sales promotion memberikan respon yang lebih positif melalui premium dan sampling terhadap sikap terhadap merek dan minat membeli di supermarket dan hypermarket.

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This research was intended to analyze the effects of Sales Promotion variable (sampling and premium) and Channel of Distribution (hypermarket and supermarket) variable, to Attitude toward Brand and Purchase Intention. Variables to be tested in this study are sales promotion (Sampling and Premium) and channel of distributions (hypermarket and supermarket), and attitude toward brand and purchase intention. This research using field experiments method. The study periods is November 2013. The results indicates that sales promotion give more positive impact through sampling and premium, on attitude toward brand and purchase intention, either in hypermarket or supermarket."

"Penelitian ini bertujuan untuk menganalisis pengaruh E-Service Quality terhadap repurchase intention melalui customer satisfaction pada JD.ID. Penelitian dilakukan terhadap pengguna JD.ID di wilayah Jabodetabek. Penelitian ini menggunakan metode kuantitatif, structural equation modeling serta analisis jalur untuk metode penelitiannya. Hasil penelitian ini menunjukan bahwa E-Service Quality mempunyai pengaruh terhadap customer satisfaction. E-Service Quality tidak memiliki pengaruh langsung terhadap repurchase intention. Akan tetapi penelitian ini menunjukan pengaruh tidak langsung EService Quality terhadap repurchase intention melalui customer satisfaction.

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The objective of this study is to analyse the effect of E-Service Quality on repurchase intention with customer satisfaction acts as a mediator on e-commerce JD.ID. The study was conducted on JD.ID customer in Jabodetabek area. This study is a quantitative research using structural equation modeling (SEM) and path analysis as the analysis methods. The study shows that E-Service Quality directly influences customer satisfaction but does not influence repurchase intention directly. However, when customer satisfaction acts as a mediating variable the study shows that E-Service Quality indirectly influence repurchase intention."

"Perkembangan teknologi dan informasi pada era globalisasi saat sekarang ini semakin mengalami kemajuan yang pesat. Hal ini terlihat dilihat dari banyaknya sektor perbankan yang telah berinovasi dengan memunculkan layanan digital yaitu mobile banking. Salah satu bank yang telah mengembangkan layanan tersebut adalah Bank BCA, dengan BCA Mobile sebagai layanan mobile banking. Sehingga diperlukan layanan yang berkualitas bagus dalam memfasilitasi pengguna untuk menggunakan BCA Mobile. Penelitian ini bertujuan untuk menganalisis pengaruh e-service quality terhadap loyalty intention atau niat loyalitas pengguna BCA Mobile. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Teknik pengambilan sampel yang digunakan pada penelitian ini adalah dengan non- probability sampling terhadap populasi. Jumlah responden yang terkumpul pada penelitian ini adalah sebanyak 150 orang responden yang didapatkan melalui kuesioner online. Data yang didapatkan diolah dengan menggunakan software SPSS 26.0 dengan melalui statistik deskriptif dan analisis Regresi Linear Sederhana. Hasil penelitian ini menunjukkan bahwa e- service quality memiliki pengaruh positif terhadap loyalty intention

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The development of technology and information in the current era of globalization is currently experiencing rapid progress. That can be seen from the number of banking sectors that have innovated by bringing up digital services, namely mobile banking. One of the banks that has developed this service is Bank BCA, with BCA Mobile as a mobile banking service. Therefore, good quality services are needed to facilitate users to use BCA Mobile. This study aims to analyze the effect of e-service quality on the loyalty intention of BCA Mobile users. This study uses a quantitative approach with a survey method. The sampling technique used in this research is a non-probability sampling of the population. The number of respondents collected in this study was 150 respondents who were obtained through a questionnaire online. The data obtained were processed using SPSS 26.0 software through descriptive statistical analysis and Simple Linear Regression analysis. The results of this study indicate that e-service quality has a positive influence on the loyalty intention of BCA Mobile users in Jabodetabek."