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"Penelitian ini membahas mengenai seberapa jauh konsumen pengguna kendaraan bermotor mampu merespon pemberlakuan Self-Service Technologies dalam proses pengisian BBM pada SPBU yang ditawarkan oleh PT Pertamina (Persero). Dengan adanya SPBU Self-Service tersebut, konsumen tidak lagi dilayani oleh petugas SPBU dalam mengisi BBM kendaraan bermotornya, melainkan dilakukan secara mandiri oleh konsumen. Meskipun layanan SPBU Self-Service menjanjikan profitabilitas yang tinggi karena adanya penghematan biaya tenaga kerja, namun beresiko menyebabkan terjadinya kegagalan layanan ketika konsumen tidak mau mencoba layanan Self-Service tersebut. Melihat resiko tersebut, melalui penelitian ini Penulis melakukan analisis dan pengujian bahwa adanya kesiapan konsumen ("consumer readiness") akan mampu mempengaruhi keputusan calon konsumen untuk mencoba layanan SPBU Self-Service. Kesiapan konsumen tersebut meliputi adanya kejelasan peran konsumen ("Role Clarity"), kemampuan konsumen ("Ability"), dan juga motivasi konsumen ("Motivation").

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This research is to explore on how extensive vehicles users can respond to the implementation of Self-Service Technologies in the purchase of fuels at Gas Stations provided by PT Pertamina (Persero). With these Self-Service Gas Stations, consumers are no longer serviced by Gas Stations staffs in filling their vehicles‟ fuels, instead they have to do it by themselves. Eventhough Self-Service Technologies offers high profitability due to the labour cost savings, but it actually could cause service failures when the consumers is not willing to try the Self-Service Technology. Considering such risk, through this research The Writer conducts analysis and verifies that with the involvement of consumer readiness will influence potential consumers‟ decision to try the Self-Service Gas Stations. The consumer readiness comprises of Role Clarity, Ability, and also Motivation of the consumers."

"Pengaruh di lingkungan bisnis dan kebijakan pemerintah di Stasiun Pengisian Bahan Bakar untuk Umum (SPBU) seperti subsidi harga Bahan Bakar Minyak (BBM), pembatasan kuota minyak subsidi yang didistribusikan, biaya tenaga kerja meningkat setiap tahun dengan persentase yang signifikan. Thesis ini membahas Bisnis Model Inovasi dengan konsep Layanan Mandiri sebagai transformasi bisnis di SPBU. Konsep self-service ini diharapkan dapat menjadi alternatif solusi untuk bisnis SPBU di Indonesia karena keunikan, pengalaman baru merupakan hal yang baru bagi pelanggan SPBU di Indonesia di Indonesia.

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Driven by business environment and also government policy in petrol station business such as price for subsidize fuel, limitation of petroleum quota distributed, also the labor cost increased yearly with significant by percentage. This paper discussed petrol station business model innovation with self-service concept as a business transformation in petrol station. Self-service concept is hoped to be an alternative solution to petrol station business in Indonesia due to uniqueness, new experience to customers in Indonesia."

"Many companies use self - service technology nowadays as a result of advances in technology. In the specific those companies replace personal services with self - service technology facilities. For instance, a bank can use automatic teller machine (ATM) instead of a bank teller inside the bank. The use of self - service technologies is aimed to fulfill the variety of consumers' needs. However, not many research focus on the impact of self - service technology on consumer satisfaction and loyalty. Therefore, the aim of this research is to test a model of the impact of self - service technology on consumer satisfaction and loyalty. This research replicated the model which was developed by Beatson et al (2006) and extend the model by adding a variable called consumer loyalty. Questionnaries were distributed to respondents by the drop - off / pick up method and total of 372 completed questionnaries were used in the analysis. The data was then analyzed using structural equation modeling. All research hypotheses were supported this paper also provides the implications for theoritical and managerial and offers directions of future research"

"Perkembangan teknologi sangat berpengaruh terhadap gaya hidup masyarakat, salah satu teknologi tersebut adalah internet. Banyak perusahaan penyedia jasa seperti halnya perusahaan penyedia jasa transportasi menggunakan internet untuk semakin mudah menjangkau konsumenya. Oleh karena itu PT KAI mengunakan teknologi yang disebut self-service technology (SST) yaitu teknologi yang memungkinkan konsumen mendapatkan jasa dengan dilakukan secara mandiri oleh konsumen tersebut. SST yang disediakan oleh perusahaan adalah menyediakan layanan penjualan tiket melalui minimarket. Hal ini menarik perhatian penulis untuk melakukan penelitian terhadap kesiapan konsumen dalam menggunakan Self-service technologies. Skripsi ini bertujuan untuk mengetahui apakah terdapat pengaruh antara technology readiness terhadap kepuasan dan intensi berperilaku konsumen dalam menggunakan SST pembelian tiket kereta api melalui minimarket. Data diolah menggunakan metode Structural Equation Model (SEM) dengan kesimpulan bahwa terdapat pengaruh yang signifikan antara technology readiness dengan kepuasan konsumen dan intensi berperilaku konsumen, selain itu ditemukan juga pengaruh yang besar antara kepuasan konsumen dan intensi berperilaku. Perusahaan disarankan untuk memberikan diskon bagi konsumen yang baru pertama kali membeli tiket melalui minimarket agar dapat memberikan kepuasan terlebih dahulu dan memungkinkan penggunaan SST lagi. Untuk penelitian selanjutnya, peneliti diharapkan dapat menangkap variabel terbaru apa saja yang menjadi tolak ukur dalam menilai technology readiness karena teknologi terus berkembang.

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The tremendous of technology growth affects people?s lifestyle, one of that is called internet. There are a lot of service provider company like as transportation service provider that use internet, and it is getting easier to reach their costumer. Then PT KAI using technology called self -service technology (SST), so customer can get the service that can be done by themselves. Company provides SST in selling train ticket in the minimarket. Writer interested in research this phenomenon, regard the customer readiness in using Self service technologies. This essay has purposes to knowing the affect between technology readiness on satisfaction and behavior intention in using SST by purchasing the ticket in minimarket.

The data perceived by Structural Equation Model (SEM) with conclusion that there is a significant effect between technology readiness with customer satisfaction and customer behavior intention. Company suggested to giving discount to customer who purchased the ticket in minimarket for the first time, so by this way company can give the satisfaction and making the desire in costumer to do repeat purchase (using SST). For the next research, may researcher can adding newest variable that can be benchmark to value technology readiness because of the sustainable technology development."

"ABSTRAKDewasa ini masyarakat semakin dimanjakan oleh teknologi, sehingga bankdituntut oleh masyarakat modern memberikan kemudahan-kemudahan dalammelakukan kegiatan perbankan. Salah satu pelayanan jasa bank yang tergolongbaru saat ini adalah layanan hybrid machine dan self service banking machine BRIyaitu layanan pembukaan rekening yang dapat dilakukan oleh nasabah sendiritanpa harus mengantri di bank. Layanan ini pertama kali dikembangkan oleh BankBRI pada tahun 2014. Di sisi lain dalam peraturan perundang-undangan diIndonesia dikenal sebuah prinsip, yaitu prinsip menganal nasabah (CDD), yangmewajibkan adanya pertemuan langsung antara pihak bank dengan nasabah.Peneliti ingin mengkaji bagaimanakah perkembangan peraturan terkait prinsiptersebut, dan bagaimanakah layanan baru perbankan, Self Service Banking, dapatmemenuhi prinsip tersebut. Penelitian ini akan dilakukan dengan metodekualitatif,menggunakan penelitian yuridis normative, dengan melakukanwawancara langsung kepada pihak BRI. BRI telah bekerjasama denganKementrian Dalam Negeri untuk mengembangkan reader KTP Elektronik, dantapping fingerprint. Hal ini lah yang mendasari sistem keamanan BRI dalam halpemenuhan Prinsip Mengenal Nasabah.

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ABSTRACTNowadays people are increasingly spoiled by technology, so that the bank isrequired by modern societies provide easiness in conducting banking activities.One bank services that are new this time is a hybrid service machine and selfservicebanking machine, is account opening service can be done by the customerhimself without having to queue at the bank. This product was developed by BRIin 2014. In the legislation in Indonesia is known Customer Due Diligence.Researchers wanted to examine how the regulatory developments related to theseprinciples, and how a new service banking, Self Service Banking, can meet theseprinciples. This study will be conducted by a qualitative method, using anormative juridical research, with direct interviews to the BRI. BRI hascooperated with Kementrian Dalam Negeri to develop Electronic ID card readerand fingerprint tapping. This is the one underlying security system BRI infulfilling CDD."

"Metode self-service menjadi alternatif bagi perusahaan yang mengalami masalah ketidakpuasan customer. Namun, seiring dengan meningkatnya perusahaan yang menerapkan metode self-service, penelitian yang membahas mengenai metode ini masih fokus pada nilai utilitarian atau mementingkan fungsionalitas dan aspek kognitif dalam berbelanja. Padahal, dalam berbelanja customer tidak hanya didasarkan oleh nilai utilitarian, namun juga nilai hedonic yang fokus pada aspek personal dan emosional dalam berbelanja. Penelitian ini melihat bagaimana nilai hedonic dan nilai utilitarian dapat mempengaruhi perasaan delighted yang dirasakan customer ketika berbelanja dengan metode self-service. Customer delight dalam penelitian ini merepresentasikan reaksi berupa kepuasan yang lebih kuat dibandingkan dengan customer satisfaction. Terdapat variabel-variabel lain dalam penelitian ini, yakni Task Uncertainty, Servicescape, Perceived Control, Perceived Time Pressure, Efficiency dan Fun. Dengan subjek penelitian IKEA Indonesia, sampel penelitian ini adalah customer IKEA Indonesia dengan usia minimal 18 tahun, mengunjungi dan berbelanja di IKEA Indonesia dalam 3 bulan terakhir. Peneliti menggunakan analisis Structural Equation Modelling SEM . Hasil penelitian ini memperlihatkan bahwa customer delight yang dirasakan oleh customer dipengaruhi oleh fun yang mereka rasakan ketika berbelanja.

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Self service method is considered as one of the alternative for company who is facing unsatisfaction problems since self service allows customer to go shopping with their own phase. However, as number of company who adopted self service method increased, research that adressess this method are still focuses on utilitarian value of self service. That being said, they emphasizes functionality and cognitive aspects of self service shopping experiece. In fact, utilitarian value was not the only motivation that drives customer to go shopping. There rsquo s also hedonic value that is focueses on personal and emotional aspects of shopping. This study looks at how hedonic and utilitarian value can affect the customers delight in self service shopping. In this study, customer delight is a form of positive reaction that is stronger than customer satisfaction. There are other variables in this research, namely Task Uncertainty, Servicescape, Perceived Control, Perceived Time Pressure, Efficiency, and Fun. With IKEA Indonesia as the research subject, this research rsquo s sample is IKEA Indonesia rsquo s customer with minimum age 18 years old who visit and shop at IKEA Indonesia in the last 3 months. Structural Equation Modeling SEM analysis is used in this research. The research shows that customer delight spositively influenced by the fun that customer experienced when they were shopping."

"Tujuan - Penelitian ini bertujuan untuk menganalisis efek dari self-service technology quality setelah terjadi kegagalan dan pemulihan nya pada pengalaman pelanggan, kepuasan dan intensi untuk membeli kembali pada saat melakukan online shopping. Metode penelitian. Penelitian ini dilakukan pada dua kelompok pelanggan, pelanggan yang mempersepsikan kegagalan adalah tanggung jawab mereka serta yang mempersepsikan kegagalan adalah tanggungjawab online shopping website. Penelitian ini menggunakan metode kuantitatif dengan melakukan survei pada konteks jasa online shopping. Data dikumpulkan dengan menggunakan kuesioner pada 200 responden, diambil dengan metode mall intercept. Metode analisis yang digunakan adalah partial least squares structural equation modeling. Temuan - Hasil penelitian menjelaskan bahwa self-service technology setelah terjadi kegagalan dan pemulihan nya mempengaruhi pengalaman dan kepuasan pelanggan. Kemudian, pengalaman pelanggan mempengaruhi kepuasan berbelanja online dan kepuasan berbelanja online mempengaruhi intensi untuk membeli kembali. Implikasi - Hasil penelitian berimplikasi pada perusahaan yang membuka website belanja online untuk membangun strategi pemulihan dari kegagalan, meningkatkan kualitas dari self-service technology dan meningkatkan kualitas dari pengalaman pelanggan. Orisinalitas/Nilai - Penelitian ini menggunakan expectation confirmation theory dan attribution theory pada efek dari self-service technology setelah terjadi kegagalan dan pemulihan nya pada dua kelompok pelanggan, dimana dasar dari atribusi yang dilakukan adalah locus of failure responsibility.

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Purpose - The purpose of this study is to examine the effect of self-service technology quality after failure and its recovery on online shopping experience, satisfaction, and repurchase intention.

Design/Methodology/Approach - This study involves two customer groups, a group who perceives the failure to be their own responsibility and the online shopping website responsibility. This study uses quantitative methods through surveys in the context of online shopping services. The research data were collected by self-administered questionnaires, which involved 200 respondents, taken with mall intercept method. The analytical method used is a model of partial least squares structural equation modeling.

Findings - The key findings of this research is self-service technology quality after failure and self-service technology recovery influence the online shopping experience and its satisfaction. Other findings are online shopping experience effect online shopping satisfaction, and online shopping satisfaction influence on its repurchase intention.

Practical implications - The findings of this research have implications for online shopping website companies such as to develop a service failure recovery strategy, to improve the quality of self-service technology and customer experience.

Originality/Value - This study used expectation confirmation theory and attribution theory on the effect of self-service technology quality after failure and its recovery on two customer group, which based on attribution of the locus of failure responsibility."

"Studi ini meneliti faktor secara yang mempengaruhi niat beralih pelanggan dalam pembelian produk LPG Bright Gas dari cara konvensional ke pembelian melalui Kios Matic (self service kiosk) dengan menggunakan model Push Pull Mooring. Metode yang digunakan adalah pengukuran kuantitatif kuesioner survei online pada 203 responden di Jakarta dengan pengalaman menggunakan Kios Matic minimal 1 kali. Pengukuran menggunakan metode SEM untuk menganalisa data perolehan riset. Hasil penelitian menunjukkan bahwa faktor Push, Pull dan Mooring memiliki pengaruh signifikan terhadap niat beralih konsumen Bright Gas.  Validasi faktor-faktor yang paling mempengaruhi niat beralih pelanggan dapat menjadi referensi bagi penyedia layanan self service, sehingga perusahaan dapat merumuskan strategi pemasaran untuk mengantisipasi niat beralih pelanggan

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This study examines the factors that influence the intention to switch customers in purchasing LPG Bright Gas products from the conventional way to purchasing through Kios Matic (self-service kiosk) using the Push-Pull Mooring model. The method used is a quantitative measurement of online survey questionnaires on 203 respondents in Jakarta with experience using Kios Matic at least 1 time. The measurement uses the SEM method to analyze research acquisition data. The results showed that the Push, Pull and Mooring factors had an influence on switching intention of the Bright Gas customers. Validation of the factors that most influence customer switching intentions can be a reference for self service providers, so that companies can formulate marketing strategies to anticipate customer switching intentions"