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"Era baru perbankan di Indonesia telah tiba dengan adanya transformasi digital di sektor perbankan. Bank digital menjadi pilihan utama masyarakat generasi muda khususnya generasi milenial dan generasi Z. Bagaimana konsumen memilih bank digital dan terus menggunakannya? Penelitian ini mencoba menjawab pertanyaan dengan memahami peran keterikatan pelanggan (customer engagement) terhadap minat penggunaan berkelanjutan (continuous usage intention). Penulis menghubungkan aplikasi bank digital dengan kepuasan pelanggan (customer satisfaction) dan pelanggan akan komitmen untuk mengikatkan diri ke aplikasi bank digital yang dipilih. Penulis menggunakan structural equation modelling (SEM) untuk menguji model penelitian dengan sampel pelanggan generasi milenial dan generasi Z (n = 200). Hasil penelitian menunjukkan bahwa ada pengaruh positif dari kepuasan pelanggan (customer satisfaction) ke keterikatan pelanggan (customer engagement) dan minat penggunaan berkelanjutan (continuous usage intention) pelanggan generasi tersebut. Temuan ini dapat memberikan masukan untuk pengembangan aplikasi dan strategi pemasaran yang sesuai dengan pelanggan, terutama generasi milenial dan Z. Perusahaan aplikasi digital lainnya di Indonesia bisa menarik kesimpulan apa harapan pelanggan milenial dan generasi Z. Sepengetahuan penulis, belum banyak artikel yang membahas bank digital, hubungan antara penggunaan aplikasi yang merupakan pengaruh anteseden terhadap kepuasan pelanggan dan pengaruh keterlibatan pelanggan terhadap minat penggunaan berkelanjutan di Indonesia.

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A new era of banking in Indonesia has arrived with digital transformation in the banking sector. Digital banks are the main choice of young people, especially millennials and Generation Z. How do consumers choose digital banks and continue to use them? This research tries to answer the question by understanding the role of customer engagement on continuous usage intention. The author connects digital bank applications with customer satisfaction and customers will be committed to attaching themselves to the selected digital bank application.

"Restoran merupakan usaha yang dapat mendukung perlu konsumtif masyarakat Indonesia dan menjadi salah satu usaha yang terus berkembang sampai saat ini. Namun, dengan berkembangnya usaha restoran, menjadi kompetisi semakin kuat antar restoran lainnya, peran kepuasan pelanggan sangat berkengaruh terhadap peningkatakn keuntungan perusahaan. Maka dari itu, Manajemen Waroeng Spesial Sambal perlu mengetahu faktor-faktor yang berpengaruh terhadap niat mengunjungi kembali repurchase intention melalui kepuasan pelanggan customer satisfaction. Diteliti pengaruh faktor Food Quality, Service Quality, Physical Environment, Price, External Environment, dan Cleanliness Hygiene terhadap kepuasan pelanggan Customer Satisfaction dengan menggunakan metode SEM-PLS. Penelitian ini mengambil studi kasus pada Waroeng Spesial Sambal untuk cabang daerah Jabodetabek. Hasil dari penelitian ini dapat dihunakan untuk meningkatkan kepuasan pelanggan Customer Satisfaction Waroeng Spesial Sambal cabang Jabodetabek, sehingga dapat bersaing dengan restoran lainnya yang ada di Indonesia.

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The restaurant is an effort that can support the consumptive needs of the people of Indonesia and become one ofthe businesses that continue to grow to date. However, as the restaurant business grows, as the competition getsstronger among other restaurants, the role of customer satisfaction greatly affects the increase in corporate profits.Therefore, Management Special Waroeng Sambal need to know the factors that affect the intention of repurchase repurchase intention through customer satisfaction customer satisfaction . The influence of factors of FoodQuality, Service Quality, Physical Environment, Price, External Environment, and Cleanliness Hygiene onCustomer Satisfaction by using SEM PLS method. This study takes a case study on Waroeng Special Sambal forJabodetabek regional branch. The results of this research can be used to improve customer satisfaction Customer Satisfaction Waroeng Special Sambal Jabodetabek branch, so it can compete with other restaurantsin Indonesia."

"Penelitian ini bertujuan untuk mengidentifikasi dining factors dalam mempengaruhi emosi positif, perceived value, dan behavioral intentions konsumen restoran Sushi Tei. Penelitian ini mengembangkan model Mehrabian-Russell dengan menambahkan food dan atmospherics authenticity untuk mengkaji bagaimana authenticity mempengaruhi behavioral intentions. Teknik sampling yang digunakan yaitu snowball sampling dan mall intercept dengan total sampel berjumlah 235 responden. Teknik analisis data yang digunakan adalah Structural Equation Model (SEM).Hasil penelitian menunjukkan kualitas makanan memiliki pengaruh positif terhadap emosi positif dan perceived value, tetapi atmospheric authenticity hanya berpengaruh positif terhadap perceived value. Selain itu emosi positif dan perceived value memiliki pengaruh positif terhadap behavioral intentions.

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This research is intended to identify how dining factors influence positive emotions, perceived value, and behavioral intentions of Sushi Tei customers. This research modified the extended Mehrabian-Russell model by adding the authenticity of food and atmospherics to examine how ethnic authenticity influences behavioral intentions. Sampling technique used snowball sampling and mall intercept with total sample are 235 respondents. This research used Structural Equation Modeling (SEM) as the data analysis technique.

The results show that food quality influences positive emotions and perceived value, but atmospheric authenticity only influences perceived value. Furthermore positive emotions and perceived value have an influence on behavioral intentions."

"Penelitian ini bertujuan untuk menganalisis anteseden loyalitas konsumen pengguna aplikasi Jamsostek Mobile (JMO) dengan menerapkan teori Stimulus – Organisme – Respons (SOR). Data sebanyak 500 responden pengguna aplikasi Jamsostek Mobile (JMO diolah menggunakan aplikasi SmartPLS versi 3. Hasil penelitian menunjukkan bahwa persepsi kualitas layanan, persepsi citra merek, dan kepuasan pelanggan berpengaruh positif signifikan terhadap loyalitas pelanggan sebaliknya tidak dengan kepercayaan. Persepsi merek citra dan kepuasan pelanggan juga mampu memediasi pengaruh persepsi kualitas layanan terhadap loyalitas pelanggan sedangkan kepercayaan tidak mampu. Hasil ini menunjukkan bahwa persepsi kualitas layanan dapat menjadi stimulus loyalitas konsumen dalam menggunakan aplikasi mobile JMO, sedangkan variabel persepsi citra merek dan kepuasan pelanggan dapat berperan sebagai organisme yang mendukung respon pelanggan berupa loyalitas, sedangkan variabel kepercayaan belum mampu berperan sebagai organisme.

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This study aims to analyze the antecedents of consumer loyalty to users of the Jamsostek Mobile (JMO) application by applying the Stimulus – Organism – Response (SOR) theory. Data as many as 500 respondents users of the Jamsostek Mobile Application (JMO are processed using the SmartPLS application version 3. The results show that the perception of service quality, brand image perception, and customer satisfaction have a significant positive effect on customer loyalty instead with trust. Citra brand perception and customer satisfaction are also able to mediate the influence of service quality on customer loyalty. The brand image perception variable, trust and customer satisfaction can act as an organism that supports customer responses in the form of loyalty."

"ABSTRACTThe author investigates how consumer search behavior typology affects the relationship between consumer satisfaction and behavioral intentions. The results show that the type of consumer as defined by wether and how they search for information (passive, rational-active, relational-dependent) perceive different levels of satisfaction and performs differently on satisfaction-behavioral intentions linkages. Relational-dependent and rational-active consumers are found to perceive higher satisfaction levels, and to express stronger intentions to engage in positive behavioral intentions than passive consumers. The identification of satisfaction and behavioral intentions within each search type allows managers to satisfy their consumers; hence, the company will obtain higher profit. "

"Bandar udara sudah melakukan transformasi bisnis, dari yang dulunya hanya berfokus pada penyediaan fasilitas publik menjadi multi jasa yang berfokus pada kenyamanan penumpang pesawat udara dengan menghadirkan berbagai aktivitas, layanan, proses, dan teknologi yang pada akhirnya mampu menciptakan airport experience bagi penumpang. Oleh sebab itu, manajemen bandara mulai menerapkan konsep airport experience melalui penciptaan pengalaman yang diinginkan penumpang. Penelitian ini bertujuan untuk menganalisis pengaruh faktor-faktor airport experience terhadap kepuasan penumpang dan niat mereka untuk mengunjungi kembali (revisit intention), serta menyebarkan informasi positif dari mulut ke mulut (positive word of mouth). Data penelitian didapatkan dari enam ratus tujuh puluh responden penumpang di Bandara Internasional Yogyakarta. Data tersebut dianalisis menggunakan pendekatan kuantitatif dengan metode Structure Equation Modelling. Hasil penelitian menunjukkan bahwa security, airport facilities, serviscape, sense of place, finding way, dan check in memiliki pengaruh positif terhadap kepuasan penumpang. Selain itu, kepuasan penumpang juga mempengaruhi secara positif niat mereka untuk mengunjungi kembali (revisit intention), serta menyebarkan informasi positif dari mulut ke mulut (positive word of mouth).

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The airport has undergone a business transformation, from its previous focus solely on providing public facilities to becoming a multi-service provider by offering various activities, services, processes, and technologies that ultimately create an airport experience for passengers. As a result, airport management has begun implementing the concept of airport experience through the creation of desired passenger experience. The objective of study is analyse the factors of airport experience and its influence on passenger satisfaction, revisit intention, and positive word of mouth. A quantitative research approach was employed, and primary data collected from sample of 670 passengers at Yogyakarta International Airport through the use of online questionnaires. The research hypothesis tested using Structural Equation Modeling to determine whether the various factors related to airport experience have a positive influence on passenger satisfaction. The findings of the study indicate that security, airport facilities, serviscape, sense of place, finding way, and check-in have a positive influence on passenger satisfaction. Furthermore, passenger satisfaction also positively influences their intentions to revisit and their likelihood of spreading positive word-of-mouth information."

"Untuk mengetahui sikap masyarakat terhadap premium restoran, peneliti ingin mengetahui faktor-faktor yang membuat konsumen merasa puas dengan restoran sehingga mampu memiliki hubungan yang baik, yaitu delapan dimensi gaya komunikasi, kualitas makanan, dan lingkungan fisik dapat mempengaruhi COSE, kepuasan, dan dedication behavior. Teknik analisis data yang digunakan adalah Structural Equation Modeling (SEM).Hasil penelitian menunjukan gaya komunikasi perhatian, meninggalkan kesan dan santai memiliki pengaruh positif terhadap COSE. Selanjutnya, lingkungan fisik dan kualitas makanan memiliki pengaruh positif terhadap kepuasan. Dan kepuasan serta COSE berpengaruh positif terhadap dedication behavior.

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To know people's behavior about premium restaurant, the manufacturer is expected to find out factors which make customers feel satisfied with the restaurant, to build good relationship between them, which are eight dimensions of communication style, food quality, physical environment, which influences COSE, satisfaction, and dedication behavior. This research used Structural Equation Modeling (SEM) as data analysis technique.

The result showed that communication style, which are attentive, impression leaving, and relax have a positive impact on COSE. Furthermore, physical environment and food quality have a positive impact on satisfaction, additionally satisfaction and COSE have a positive impact to dedication behavior."

"Kehadiran dan peran retail dan pasar online di Indonesia tidak bisa diabaikan. Tingginya akses dan transaksi yang dilakukan secara online menimbulkan kekhawatiran terhadap praktik etika antara pelaku bisnis online dengan pelanggannya. Tesis ini membahas persepsi pelanggan terhadap etika ritel online dan dampaknya terhadap persepsi risiko dan repurchase intention. Penelitian ini juga memperkenalkan analisis tambahan berdasarkan kelompok generasional yaitu Milenial dan Generasi Z; dan juga analisis berdasarkan tingkat keterlibatan produk. Penelitian ini merupakan penelitian kuantitatif yang berhasil mengumpulkan 500 responden melalui survei daring sebagai metode utama pengumpulan data. Hasil analisis menyimpulkan bahwa persepsi etika ritel online berpengaruh negatif terhadap persepsi risiko dan berpengaruh positif terhadap repurchase intention. Analisis tambahan juga menemukan bahwa terdapat: perbedaan signifikan dalam persepsi etika ritel online dan repurchase intention antara generasi Milenial dan Gen Z; dan perbedaan signifikan dalam persepsi risiko dan repurchase intention antara pelanggan produk dengan keterlibatan tinggi dan pelanggan produk dengan keterlibatan rendah.

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The presence and role of online retailers and marketplaces in Indonesia cannot be underestimated. The high number of access and transactions carried out online brings forth concern of ethical practices between online businesses and their customers. This thesis discusses customers' perception of online retail ethics and their impact on risk perceptions and repurchase intentions. This research also introduces additional analysis on generational groups with Millennials and Generation Z; and product categories based on the level of product involvement. The study is a quantitative research that has successfully collected 500 respondents through an online survey as the main method of data collection. The analyses concluded that perception of online retail ethics has a negative effect on perceived risk and a positive effect on repurchase intention. The additional analyses also discovered that there are: significant differences in perception of online retail ethics and repurchase intention between Millennials and Gen Z; and significant differences in perceived risk and repurchase intention between customers of high-involvement and low-involvement products."

"Penelitian ini bertujuan untuk melihat pengaruh dari keinformatifan, efektivitas, dan hiburan terhadap niat pembelian dan kepuasan yang dimediasi oleh kondisi flow pengunjung toko online Lazada Indonesia dengan konsep model stimulusorganism-response (SOR) yang diperkenalkan oleh Mehrabian dan Russel (1978). Responden penelitian ini berjumlah 160 orang yang telah mengunjungi situs tersebut. Model penelitian menggunakan 7 hipotesis dan diuji oleh metode analisis jalur (path analysis).Hasil penelitian menyatakan bahwa efektivitas dan hiburan (stimulus) mempunyai pengaruh langsung terhadap flow (organism), begitu pula pengaruh tidak langsung keduanya terhadap niat pembelian dan kepuasan (responses). Namun keinformatifan (stimulus) tidak mempunyai pengaruh langsung terhadap flow maupun pengaruh tidak langsung terhadap niat pembelian dan kepuasan. Sedangkan pada jurnal penelitian, terdapat pengaruh langsung antara variabel-variabel stimulus terhadap flow dan pengaruh tidak langsung variabel-variabel stimulus kepada variabel-variabel responses.

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This study aims to know the relationships between informativeness, effectiveness, and entertainment toward purchase intenton and satisfaction mediated by flow of consumers in Lazada Indonesia online store using the stimulus-organism-response (SOR) concept model introduced by Mehrabian and Russel (1978). This study using 160 respondents who has been visiting Lazada Indonesia website. The model has 7 hypotheses and had tested using path analysis method.

The results declare that effectiveness and entertainment (stimulus) have direct effect toward flow (organism) and indirect effect toward purchase intention and satisfaction (responses). But informativeness does not has any direct nor indirect effect towards them. Whereas, in main reference journal, the three stimulus variables have direct effect toward flow as organism variable and indirect effect toward two responses variables."

"[ABSTRAKPenelitian ini bertujuan untuk membahas tentang faktor-faktor yang mempengaruhi intensi perilaku konsumen untuk membeli lampu LED sebagai lampu hemat energi di rumah tangga, dilihat dari perspektif theory of planned behavior dan Customer Satisfaction. Sikap, Norma dan Perceived behavior control berpengaruh terhadap perilaku membeli lampu LED. Customer Satisfaction terhadap lampu yang mereka gunakan saat ini berpengaruh terhadap perilaku membeli lampu LED. Secara keseluruhan model TPB dengan Customer Satisfaction memiliki kecocokan untuk memprediksi intensi perilaku membeli lampu LED.

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ABSTRACT The focus of this study is to investigate which factor may influence intention of customer behavior to buy LED light as energy saving lamps in households, viewed from the perspective of theory of planned behavior and Customer Satisfaction. Attitudes and subjective norms and perceived behavior control has insignificant influence towards the intention of customer behavior to buy LED light. Customer Satisfaction toward existing light also influence the intention of customer behavior to buy LED light. Overall the TPB and Customer Satisfaction modal can be use to predict behavior intention to buy LED lights.;The focus of this study is to investigate which factor may influence intention of customer behavior to buy LED light as energy saving lamps in households, viewed from the perspective of theory of planned behavior and Customer Satisfaction. Attitudes and subjective norms and perceived behavior control has insignificant influence towards the intention of customer behavior to buy LED light. Customer Satisfaction toward existing light also influence the intention of customer behavior to buy LED light. Overall the TPB and Customer Satisfaction modal can be use to predict behavior intention to buy LED lights.;The focus of this study is to investigate which factor may influence intention of customer behavior to buy LED light as energy saving lamps in households, viewed from the perspective of theory of planned behavior and Customer Satisfaction. Attitudes and subjective norms and perceived behavior control has insignificant influence towards the intention of customer behavior to buy LED light. Customer Satisfaction toward existing light also influence the intention of customer behavior to buy LED light. Overall the TPB and Customer Satisfaction modal can be use to predict behavior intention to buy LED lights., The focus of this study is to investigate which factor may influence intention of customer behavior to buy LED light as energy saving lamps in households, viewed from the perspective of theory of planned behavior and Customer Satisfaction. Attitudes and subjective norms and perceived behavior control has insignificant influence towards the intention of customer behavior to buy LED light. Customer Satisfaction toward existing light also influence the intention of customer behavior to buy LED light. Overall the TPB and Customer Satisfaction modal can be use to predict behavior intention to buy LED lights.]"