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"Penelitian ini mengkaji pengaruh penggunaan media sosial, Service Quality, dan Electronic Word of Mouth (E-WOM) Customer Satisfaction pada layanan informasi dan pengaduan PT Kereta Api. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Peneliti mengolah data dari 96 responden yang merupakan pelanggan kereta api dan pernah memanfaatkan layanan informasi dan pengaduan lewat akun media sosial @kai121_. Data diolah dengan path analysis, hasilnya menunjukkan bahwa penggunaan media sosial, Service Quality, dan E-WOM berpengaruh positif dan signifikan terhadap Customer Satisfaction. Penggunaan media sosial dan Service Quality juga mempunyai pengaruh tidak langsung terhadap Customer Satisfaction dengan melalui E-WOM.

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This research sought to examine the effect of social media usage, service quality, and Electronic Word of Mouth (E-WOM) on customer satisfaction on PT KAI's information and complaint services. This quantitative research employed a survey method. The researcher processed the data obtained through questionnaires from 96 respondents whose inclusion criteria included; train customers, and users of information and complaints services through the @kai121_ social media account. The obtained data were analysed using the path analysis method. The research results revealed that social media usage, service quality, and E-WOM has a positive and significant effect on Customer Satisfaction. Social media usage and Service Quality has indirect effect on Customer Satisfaction through E-WoM."

"Pemasaran merupakan proses yang menghubungkan kegiatan jual-beli. Ritel merupakan aktivitas bisnis dalam menjual barang atau jasa secara langsung kepada konsumen, salah satu jenis ritel adalah department store. Dalam kegiatan pembelian terjadi proses pengambilan keputusan yang disebut sebagai purchase decision. Sarinah sebagai department store pertama di Indonesia yang baru saja melakukan rebranding memilih milenial sebagai target pasarnya. Brand awareness, perceived quality, dan promotion merupakan beberapa faktor yang dapat memengaruhi purchase intention dan purchase decision pelanggan. Penelitian ini dilakukan melalui pendekatan kuantitatif dengan metode survei terhadap 180 responden. Data yang diperoleh dari penelitian ini selanjutnya dianalisis dengan metode Structural Equation Modelling (SEM) dengan pendekatan PLS-SEM. Hasil penelitian menunjukan bahwa brand awareness tidak signifikan dalam memengaruhi purchase intention dan purchase decision, perceived quality dan promotion berpengaruh signifikan terhadap purchase intention dan purchase decision, serta purchase intention berpengaruh signifikan terhadap purchase decision.

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Marketing is a process that connects buying and selling activities. Retail is a business activity in selling goods or services directly to consumers, one type of retail is department stores. In purchasing activities, a decision-making process occurs which is called a purchase decision. Sarinah as the first department store in Indonesia has just carried out rebranding, now Sarinah chose millennials as its target market. Brand awareness, perceived quality, and promotion are several factors that can influence customer purchase intention and purchase decisions. This research conducted using a quantitative approach with survey method of 180 respondents. The data obtained from this research then analyzed using the Structural Equation Modeling (SEM) method with PLS-SEM approach. The research results show that brand awareness is not significant in influencing purchase intention and purchase decision, perceived quality and promotion have significant effect on purchase intention and purchase decision, and purchase intention has significant effect on purchase decision."

"Tesis ini meneliti tentang niat perilaku pekerja untuk mengadopsi penggunaan platform e-learning. Faktor-faktor yang dapat mempengaruhi niat perilaku dari Diffusion Innovation Theory, Technology Acceptance Model, dan Value Based Adoption Model digunakan dalam penelitian ini, seperti Relative Advantage, Compatibility, Trialability, Observability, dan Complexity, Perceived ease of use, Perceived usefulness, Perceived Value, dan Behavioral Intention to use. Melalui metode kuantitatif survei kuesioner, sebanyak 245 responden pengguna platform e-learning berpartisipasi dalam penelitian ini, dan selanjutnya data diolah menggunakan metode SEM-PLS. Hasilnya faktor Trialability dan Observability secara signifikan berpengaruh terhadap niat perilaku pekerja dalam mengadopsi penggunaan platform e-learning. Kemudian dari uji statistik pengaruh tidak langsung, empat karakteristik inovasi yaitu Relative Advantage, Compatibility, Trialability dan Observability yang dimediasi oleh Perceived Usefulness dan Perceived Value memiliki pengaruh tidak langsung yang signifikan terhadap Behavioral Intention to use. Selain itu, faktor Perceived value terbukti menjadi mediator penting antara Perceived usefulness dan Behavioral intention of use dalam penggunaan platform e-learning.

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This thesis examines the behavioral intentions of workers to adopt the use of e-learning platforms. Factors that can influence behavioral intentions from Diffusion Innovation Theory, Technology Acceptance Model, and Value Based Adoption Model used in this research, such as Relative Advantage, Compatibility, Trialability, Observability, and Complexity, Perceived ease of use, Perceived usefulness, Perceived Value, and Behavioral Intention to use. Through a quantitative questionnaire survey method, 245 respondents using e-learning platforms participated in this research, and then the data was processed using the SEM-PLS method. As a result, the Trialability and Observability factors significantly influence workers' behavioral intentions in adopting the use of e-learning platforms. Then, from the statistical test of indirect influence, four innovation characteristics, namely Relative Advantage, Compatibility, Trialability and Observability which are mediated by Perceived Usefulness and Perceived Value, have a significant indirect influence on Behavioral Intention to use. In addition, the Perceived value factor is proven to be an important mediator between Perceived usefulness and Behavioral intention of use in using e-learning platforms."

"Fenomena Coronavirus Diseases 2019 (COVID-19) menyebabkan tingginya infodemi yang meningkatkan ketidakpastian di masyarakat. Media sosial menjadi saluran komunikasi terkait COVID-19 karena menjadi sumber utama masyarakat untuk menyebarkan semua hal tentang COVID-19 saat kekhawatiran dan pemberitaan semakin intensif (Nielsen, Maret 2020). Penelitian Apuke & Omar (2020) mengenai faktor-faktor berbagi berita palsu COVID-19 pada pengguna media sosial. Tujuan penelitian ini adalah mengetahui faktor-faktor yang mempengaruhi niat berbagi berita COVID-19 di media sosial. Metode pengumpulan data menggunakan survei online dengan total responden sampel terkumpul 159 responden. Analisis data menggunakan analisis structural equation modeling (SEM). Hasil penelitian yaitu faktor pencarian informasi, bersosialisasi, hiburan, menghabiskan waktu, dan pengalaman berbagi berita melalui media sosial sebelumnya signifikan mempengaruhi niat pengguna untuk berbagi berita terkait COVID-19 di media sosial. Pengincaran status menjadi faktor tidak signifikan. Pencarian informasi signifikan mempengaruhi pengalaman berbagi berita melalui media sosial sebelumnya terkait COVID-19. Pengincaran status dan menghabiskan waktu menjadi faktor tidak signifikan mempengaruhi pengalaman berbagi berita melalui media sosial sebelumnya terkait COVID-19. Penyedia berita berbasis online khususnya melalui media sosial dapat meningkatkan aspek interaktivitas dengan pembaca dan penyebar berita mereka dengan mencantumkan fitur frekuensi berita tersebut disebar. Pembaca dapat menjaga interkonektivitas dengan berbagi berita valid yang bersumber dari referensi yang dapat dipertanggungjawabkan.

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The phenomenon of the Coronavirus Diseases 2019 (COVID-19) pandemic that attacks the world has caused a high infodemic which has increased uncertainty in society. Social media is a communication communication related to COVID-19 because it is the main source of society for all things about COVID-19 at this time and the news is getting more intensive (Nielsen, March 2020). Apuke & Omar's (2020) research on the predictors of sharing fake COVID-19 news with social media users. The purpose of this study is to find the factors of the intention to share COVID-19 news on social media. The method of filling in data using an online survey with a total sample of respondents collected as many as 159 respondents. Data analysis used structural equation modeling (SEM) analysis. The results showed that the factors of information seeking, socializing, entertainment, pass time, and prior social media sharing experience significantly affect the user's intention to share news related to COVID-19 on social media. Status-seeking is not a significant factor. In addition, information seeking significantly affects prior social media sharing experience related to COVID-19, while status-seeking and pass time are not a significant factor affecting prior social media news sharing experience related to COVID-19. Online-based news providers can increase the aspect of interactivity with their readers and news spreaders with a feature feature how many times the news is spread. Readers can also maintain interconnectivity by sharing true and valid news that comes from reliable references."

"Setiap industri kini didorong untuk memanfaatkan teknologi, tidak terkecuali bisnis ritel terutama minimarket. Meskipun pada dasarnya minimarket bertujuan untuk menjadi fasilitas belanja yang lengkap dan dekat dengan pemukiman, namun ternyata para pelaku bisnis melihat pentingnya bisnis ritel minimarket untuk membuka kanal berbelanja digital menggunakan aplikasi. Salah satu perusahaan minimarket dengan gerai terbanyak di Indonesia pun turut meluncurkan aplikasi belanja online KlikIndomaret. Dengan perkembangan teknologi yang semakin pesat, maka penting bagi akademisi maupun praktisi untuk melakukan penelitian mengenai teknologi. Tentu tidak hanya dalam hal penerimaan dan penggunaannya, tetapi juga dampaknya bagi perusahaan tersebut bahkan bagi industri. Penelitian ini bertujuan untuk menganalisa pengaruh penerimaan dan penggunaan teknologi terhadap kepuasan dan loyalitas pelanggan. Kasus yang digunakan adalah aplikasi KlikIndomaret. UTAUT2 yang diadaptasi dari berbagai model dan teori terkait dengan penerimaan, adopsi, maupun penggunaan teknologi yang terdahulu digunakan dalam penelitian ini sebagai dasar untuk mengerti faktor-faktor yang mempengaruhi seseorang menggunakan aplikasi KlikIndomaret dan melihat pengaruhnya terhadap kepuasan dan loyalitas pelanggan terhadap Indomaret. Penelitian ini menggunakan paradigma positivis dengan metodologi kuantitatif survey. Kuesioner digital dibagikan secara digital dan terdapat 113 responden pengguna aplikasi KlikIndomaret. Hasil penelitian kemudian dianalisa menggunakan metode SEM PLS dan hasil analisa model structural menunjukkan factor utama yang mendorong penerimaan dan penggunaan Aplikasi KlikIndomaret adalah Social Influence, Habit, dan Facilitating Condition. Di atas itu semua, penelitian ini menunjukkan pengaruh yang signifikan dari penerimaan dan penggunaan aplikasi KlikIndomaret terhadap kepuasan dan loyalitas pelanggan.

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Every industry is now expected to take advantage of technology, including the retail business, especially minimarkets. Even though in reality the minimarket aims to be a complete shopping center and near residential areas, it turns out that business people who see the minimarket retail business to open channels using digital applications One of the minimarket companies with the widest outlets in Indonesia also launched the online shopping application KlikIndomaret. With the rapid development of technology, it is important for academics and to conduct research on technology. Of course not only in terms of acceptance and use, but also the impact on the company and even for the industry. This study aims to analyze the acceptance and use of technology on customer Satisfaction and Loyalty. The case used is the KlikIndomaret application. UTAUT2 which was adapted from various models and theories related to the acceptance, adoption, or use of the technology used previously in this study as a basis for understanding the factors that influence a person using the KlikIndomaret application and seeing the effect on customer Satisfaction and Loyalty towards Indomaret. This study uses a positivist paradigm with a quantitative survey methodology. The digital questionnaire was taken digitally and there were 113 respondents who used the KlikIndomaret application. The results of the study were then analyzed using the SEM PLS method and the results of the analysis of the model showed that the main factors driving the acceptance and use of the KlikIndomaret application were Social Influences, Habits, and facilitation conditions. Above all, this study shows a significant effect of acceptance and use of the KlikIndomaret application on customer Satisfaction and Loyalty."

"Penelitian ini bertujuan untuk menyelidiki faktor-faktor yang memprediksi berbagi informasi publik di Facebook. Hubungan yang dihipotesiskan dalam model yang diusulkan diverifikasi dengan data survei daring dari 110 pranata humas. Dari hasil penelitian disimpulkan bahwa para pranata humas pada dasarnya memiliki motivasi intrinsik yang cukup tinggi dalam berbagi informasi publik di Facebook dan mereka menganggap bahwa berbagi informasi publik di Facebook mendorong pencapaian tugas organisasi. Para pranata humas yang saling berbagi dan mengejar visi, misi, dan tujuan yang sama, menganggap bahwa berbagi informasi publik di Facebook mendorong integrasi dan tanggung jawab kolektif. Dengan berbagi informasi publik di Facebook, mereka yakin bahwa kegiatan ini akan mempererat hubungan dengan publik dan memungkinkan publik untuk memberikan komunikasi dua arah dan membantu dalam asimilasi pengetahuan baru terkait kebijakan publik. Penelitian ini memiliki signifikansi ilmiah dan praktis terhadap bidang komunikasi antarpribadi di media sosial dan kehumasan pemerintah.

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This study aims to investigate the factors that predict public information sharing on Facebook. The hypothesized relationships in the proposed model are verified with online survey data from 110 government public relations (GPR) officials. From the research results, it can be concluded that GPR officials basically have a high intrinsic motivation and think that sharing public information on Facebook encourages the achievement of organizational tasks. GPR officials who share and pursue the same vision, mission and goals, think that sharing public information on Facebook encourages integration and collective responsibility. By sharing public information on Facebook, they believe that this activity will strengthen relations with the public and enable the public to provide twoway communication and assist in the assimilation of new knowledge related to public policy. This research has scientific and practical significance to the field of interpersonal communication on social media and government public relations."

"Tesis ini meneliti tentang intensi peneliti melakukan aktivitas public engagement. Faktorfaktoryang dapat mempengaruhi intensi dari Theory of Planned Behavior digunakan dalampenelitian ini, seperti attitude toward engagement, subjective norms, dan perceivedbehavioral control (self efficacy dan response efficacy). Faktor lain sebagai variabel kontroldiikutsertakan untuk mengetahui seberapa besar pengaruhnya terhadap intensi penelitidalam melakukan engagement dengan publik, seperti pengaruh jenis kelamin, status peneliti,dan pelatihan komunikasi yang pernah didapat peneliti. Sebanyak 132 peneliti dari LembagaIlmu Pengetahuan Indonesia berpartisipasi dalam penelitian ini. Hasilnya faktor attitudetoward engagement, self efficacy, jenis kelamin, dan status peneliti berpengaruh secarasignifikan terhadap intensi mereka dalam melakukan engagement dengan publik.

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This thesis examines the scientist's intention to carry out public engagement activities.Factors that can affect human intention from the Theory of Planned Behavior were used inthis study, such as attitude toward engagement, subjective norms, and perceived behavioralcontrol (self-efficacy and response efficacy). Other factors as control variables wereincluded to determine how much the influence on scientist’s intention to engage with thepublic, such as the factor of gender, the position status of the researcher, and thecommunication training the scientist’s has received before. A total of 132 researchers fromthe Indonesian Institute of Sciences were participated in this research. The result is that theattitude toward engagement, self-efficacy, gender, and scientist’s status significantlyaffecting their intention to engage with the public."