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Abstrak :
[ABSTRAK
Tesis ini membahas pengaruh brand personality congruence dan customeremployee congruence terhadap customer satisfaction melalui media personal interaction, relationship satisfaction dan loyalty to employee. Penelitian ini adalah penelitian kuantitatif dengan menggunakan analisa SEM. Responden nasabah adalah salah satu perbankan syariah di Indonesia.

Adapun hasil dari penelitian yang dilakukan bahwa brand personality congruence dan customer-employee congruence mempunyai pengaruh terhadap customer satisfaction. Media yang paling mempengaruhi customer satisfaction adalah relationship satisfaction dan loyalty to employee. Sehingga bagi perusahaan jasa, karyawan menjadi faktor penting karena representatif dari perusahaan dan menjadi kunci terjadinya kepuasan konsumen. Perusahaan harus memberikan sarana untuk menunjang kompetensi karyawan saat berhadapan dengan konsumen.;

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ABSTRACT
This thesis explores the influence of brand personality congruence and customer-employee congruence on customer satisfaction through personalized media interaction , relationship satisfaction and loyalty to the employee . This research is a quantitative study using SEM analysis . Respondents are customers of one of Islamic banking in Indonesia.

The results of the research showed that brand personality congruence and customer-employee congruence have an influence on customer satisfaction. Media most affect customer satisfaction and loyalty is the relationship to employee satisfaction. So for a service company, the employee becomes an important factor because they representative of the company and a key to the customer?s satisfaction. Service Company should provide this gracious employee competence when dealing with consumers;This thesis explores the influence of brand personality congruence and customer-employee congruence on customer satisfaction through personalized media interaction , relationship satisfaction and loyalty to the employee . This research is a quantitative study using SEM analysis . Respondents are customers of one of Islamic banking in Indonesia. The results of the research showed that brand personality congruence and customer-employee congruence have an influence on customer satisfaction. Media most affect customer satisfaction and loyalty is the relationship to employee satisfaction. So for a service company, the employee becomes an important factor because they representative of the company and a key to the customer?s satisfaction. Service Company should provide this gracious employee competence when dealing with consumers;This thesis explores the influence of brand personality congruence and customer-employee congruence on customer satisfaction through personalized media interaction , relationship satisfaction and loyalty to the employee . This research is a quantitative study using SEM analysis . Respondents are customers of one of Islamic banking in Indonesia. The results of the research showed that brand personality congruence and customer-employee congruence have an influence on customer satisfaction. Media most affect customer satisfaction and loyalty is the relationship to employee satisfaction. So for a service company, the employee becomes an important factor because they representative of the company and a key to the customer?s satisfaction. Service Company should provide this gracious employee competence when dealing with consumers;This thesis explores the influence of brand personality congruence and customer-employee congruence on customer satisfaction through personalized media interaction , relationship satisfaction and loyalty to the employee . This research is a quantitative study using SEM analysis . Respondents are customers of one of Islamic banking in Indonesia. The results of the research showed that brand personality congruence and customer-employee congruence have an influence on customer satisfaction. Media most affect customer satisfaction and loyalty is the relationship to employee satisfaction. So for a service company, the employee becomes an important factor because they representative of the company and a key to the customer’s satisfaction. Service Company should provide this gracious employee competence when dealing with consumers, This thesis explores the influence of brand personality congruence and customer-employee congruence on customer satisfaction through personalized media interaction , relationship satisfaction and loyalty to the employee . This research is a quantitative study using SEM analysis . Respondents are customers of one of Islamic banking in Indonesia. The results of the research showed that brand personality congruence and customer-employee congruence have an influence on customer satisfaction. Media most affect customer satisfaction and loyalty is the relationship to employee satisfaction. So for a service company, the employee becomes an important factor because they representative of the company and a key to the customer’s satisfaction. Service Company should provide this gracious employee competence when dealing with consumers]

Abstrak :
Di era globalisasi, persaingan usaha sudah terlihat jelas. Semua pelaku usaha melakukan segala bentuk upaya untuk memenangkan hati pelanggan. Ditambah dengan peluang tren yang sedang tinggi yaitu industri halal, pelaku usaha menawarkan bentuk kualitas pelayanan ataupun operasional dengan membawa halal atau syariah sebagai bentuk strategi dasar. Penelitian ini bertujuan untuk menganalisis hubungan service quality physical aspect, reliability, personal interaction, problem solving dan policy dari Minimarket Podjok Halal Jakarta terhadap customer satisfaction, customer loyalty dan word of mouth pelanggan Minimarket Podjok Halal. Dan dari hasil penelitian ini, terdapat informasi ilmiah dan sistematis kepada manajer atau pelaku usaha sebagai bahan analisa service quality yang diberikan perusahaan. Populasi pada penelitian ini adalah pelanggan Minimarket Podjok Halal. Teknik pengambilan sampel dilakukan dengan non probability sampling - purposive sampling. Pengumpulan data dalam penelitian ini dilakukan dengan membagikan kuesioner secara langsung kepada reponden dan terkumpul 232 kuesioner. Penelitian ini menggunakan analisis pengolahan data menggunakan Structural Equation Modeling SEM. Hasil pengolahan data menunjukkan bahwa physical aspect, reliability, personal interaction, problem solving memiliki pengaruh yang signifikan terhadap customer satisfaction dan kemudian customer satisfaction memiliki pengaruh yang signifikan terhadap customer loyalty dan word of mouth. ......In the era of globalization, business competition is clearly visible. All business actors make every effort to win the hearts of customers. Coupled with the high trend opportunities that is halal industry, business actors offer a form of service or operational quality by bringing halal or sharia as a form of basic strategy. This study aims to analyze the relationship of service quality physical aspect, reliability, personal interaction, problem solving and policy Minimarket Podjok Halal Jakarta to customer satisfaction, customer loyalty and word of mouth of customers Minimarket Podjok Halal. And from the results of this study, there is scientific and systematic information to managers or business actors as a material analysis about service quality provided by the company. The population of this research is customers Minimarket Podjok Halal. The technique sampling was done with non probability sampling purposive sampling. Data collection in this study was done by distributing questionnaires directly to the respondents and collected 232 questionnaires. This research uses data processing analysis by Structural Equation Modeling SEM. The result of data processing shows that physical aspect, reliability, personal interaction, problem solving have significant influence to customer satisfaction and then customer satisfaction has significant influence to customer loyalty and word of mouth.

Abstrak :
Penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi word-of-mouth behaviour di industri restoran yang menekankan pada peran dari restaurant relationship quality, khususnya pada restoran Ojju. Penelitian ini bertujuan untuk melihat food quality, physical environment quality, personal interaction quality, dan juga perceived value terhadap kepuasan, kepercayaan, dan juga komitmen konsumen di restoran Ojju dan pengaruhnya terhadap word-of-mouth behaviour. Data penelitian ini diperoleh dari survey kepada 180 konsumen restoran Ojju yang telah makan setidaknya 2 kali di restoran Ojju dalam kurun waktu enam bulan terakhir. Penelitian ini menggunakan metode analisis berupa Structural Equation Modelling SEM dengan software LISREL 8.51 untuk menguji hipotesis penelitian. Pada penelitian ini ditemukan bahwa personal interaction quality, dan perceived value memengaruhi kepuasan konsumen di restoran Ojju. Selain itu, faktor kepuasan dan juga komitmen berpengaruh terhadap word-of-mouth behaviour konsumen. ......The purpose of this study is to analyze factors influencing word of mouth intention in restaurant industry implying the critical role of restaurant relationship quality, especially in Ojju restaurant. This study examines the influence of food quality, physical environment quality, personal interaction quality, and perceived value to customer satisfaction, trust, and commitment in Ojju restaurant and how those influence word ofmouth behaviour. This study utilizes online questionnaire survey to 180 Ojju restaurant customer who have eaten in Ojju restaurant not less than two times in the last six months. This study uses Structural Equation Modeling SEM with LISREL 8.51 to test the hypothesis. This paper found that personal interaction quality and perceived value influence customer satisfaction. This paper also found that customer satisfaction and customer commitment influence customer word of mouth behaviour.

Abstrak :
Semakin berkembangnya tren dan minat konsumen terhadap kosmetik mendorong munculnya toko-toko ritel kosmetik di Indonesia seperti Beautyhaul, Boots, dan Sociolla. Toko ritel kosmetik memiliki Beauty Advisor sebagai seseorang yang akan membantu pelanggan dalam pengalaman berbelanja di toko ritel kosmetik. Penelitian ini berfokus pada bagaimana interaksi personal dari Beauty Advisor Brand dan Beauty Advisor Toko dapat memberikan pengaruh terhadap niat membagikan WOM positif dan niat beli pelanggan melalui lensa pengalaman berbelanja afektif pelanggan serta sikap lintas budaya terhadap produk asing dan lokal. Pengumpulan data pada penelitian ini diperoleh dari 462 responden wanita yang berusia 17-40 tahun, berdomisili di Indonesia, dan pernah berkunjung ke toko ritel kosmetik dalam enam bulan terakhir. Data yang telah diperoleh pada penelitian ini diolah menggunakan metode Structural Equation Modeling (SEM) dengan software SmartPLS 3. Hasil penelitian menunjukkan bahwa Beauty Advisor Personal Interaction dapat meningkatkan Positive WOM Intention dan Purchase Intention dari pelanggan toko ritel kosmetik baik dari segi pengalaman afektif pelanggan terutama pada BA Brand dibandingkan dengan BA Toko. Selain itu, hasil penelitian juga menunjukkan bahwa tidak terdapat peran moderasi dari Consumer Ethnocentrism dan Foreign Product Affinity dalam meningkatkan pengalaman berbelanja afektif pelanggan. ......The growing trend and consumer interest in cosmetics have led to the emergence of cosmetic retail stores in Indonesia, such as Beautyhaul, Boots, and Sociolla. Cosmetic retail stores have Beauty Advisors who assist customers in their shopping experience. This study focuses on how the personal interaction between the Beauty Advisor Brand and Beauty Advisor Store can influence customers' intention to share positive word-of-mouth (WOM) and purchase intention. It also examines the customers' affective shopping experience and cross-cultural attitudes towards foreign and local products. Data for this study was collected from 462 female respondents aged 17-40, residing in Indonesia, who had visited cosmetic retail stores in the past six months. The collected data was analyzed using Structural Equation Modeling (SEM) with SmartPLS 3 software. The results indicate that Beauty Advisor Personal Interaction can enhance customers' Positive WOM Intention and Purchase Intention in cosmetic retail stores, particularly with the BA Brand compared to the BA Store. Additionally, the study shows that Consumer Ethnocentrism and Foreign Product Affinity do not moderate the effect of affective shopping experience on customers.