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"Penelitian ini dilakukan untuk menganalisa customer satisfaction dalam konteks service recovery di PT. Primajasa Perdanaraya Utama. Melaksanakan service recovery menjadi suatu kewajiban bagi perusahaan apabila perusahaan tersebut melakukan kegagalan layanan kepada customer. Responden dalam penelitian ini berjumlah 130 orang, yaitu pelanggan yang pernah merasakan kegagalan layanan jasa dari PT. Primajasa dan melakukan complain. Customer satisfaction antecedents ini terdiri dari recovery expectation, perceived recovery quality, interactional justice, procedural justice, distributive justice, dan disconfirmation. Dengan menggunakan metode penelitian SEM, hasil penelitian ini menemukan bahwa recovery expectation tidak memiliki pengaruh yang signifikan kepada perceived recovery quality, disconfirmation, dan juga satisfaction. Perceived recovery quality juga tidak berpengaruh yang signifikan kepada disconfirmation, namun memiliki pengaruh yang signifikan terhadap satisfaction. Disconfirmation juga memiliki pengaruh yang signifikan terhadap satisfaction. Interactional dan procedural justice memiliki pengaruh yang signifikan kepada perceived recovery quality, namun distributive justice tidak memiliki pengaruh yang signifikan terhadap perceived recovery quality. Interactional dan distributive justice memiliki pengaruh yang signifikan kepada satisfaction, namun procedural justice tidak memiliki pengaruh yang signifikan terhadap satisfaction.

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This study was conducted to analyze customer satisfaction in the context of service recovery in PT. Primajasa Perdanaraya Utama. Implement the service recovery are the main thing for the company when the company did service failure to the customer. Respondents in this research were 130 people, who have ever felt the failure of PT Primajasa services and did complain. Customer satisfaction antecedents consist of recovery expectation, perceived recovery quality, interactional justice, procedural justice, distributive justice, and disconfirmation. By using the method of SEM studies, the results of this study found that recovery expectation has no significant effect to the perceived recovery quality, disconfirmation, and satisfaction. Perceived recovery quality also has no significant effect to disconfirmation; however, it has a significant effect on satisfaction. Disconfirmation has a significant effect on satisfaction. Interactional and procedural justice have a significant effect to the quality perceived recovery, yet distributive justice has no significant effect on perceived recovery quality. Interactional and distributive justice has a significant effect to the satisfaction; however, procedural justice has no significant effect on satisfaction."

"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."

"Saat ini, perusahaan perlu melakukan service recovery kepada para pelanggannya yang merasa kecewa dengan pelayanan. Service recovery memainkan peranan penting dalam kepuasan pelanggan. Tujuan utama skripsi ini adalah untuk mengetahui pengaruh dari strategi service recovey yang dilakukan perusahaan (compensation, apology, promptness, emphaty, effort, facilitation, dan reparation) terhadap perceptions of justice pelanggan dalam penanganan keluhan, dan bagaimana persepsi tersebut mempengaruhi satisfaction recovery. Penelitian ini dilakukan dengan metode Structural Equation Modeling, mengambil sampel sebanyak 175 orang, dengan unit analisis pelanggan TRAC-ASTRA Rent a Car cabang Rental Jakarta. Hasil dari penelitian ini membuktikan bahwa sebagian besar strategi service recovery mempengaruhi satisfaction recovery melalui tiga dimensi perceptions of justice (distributive justice, procedural justice, dan interactional justice).

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Today, the company needs to do service recovery for customers who feel disapointed with the services. Service recovery plays an important role in customer satisfaction. The main purpose of this paper is to investigate the influence service recovery strategy (compensation, apology, promptness, emphaty, effort, facilitation, dan reparation) of perceptions of justice customer in handling complaint, and how that perceptions to influence satisfaction recovery. The research was conducted by the method of Structural Equation Modeling, take a sample of 175 people, with customers of TRAC-ASTRA Rent a Car Rental Jakarta Branch as the unit of analysis. The results of this study concluded that mainly service recovery strategy influence satisfaction recovey via three dimensions perceptions of justice (distributive justice, procedural justice, and interactional justice)."

"Penelitian ini menguji pengaruh kualitas layanan elektronik terhadap minat beli kembali konsumen melalui kepuasan konsumen pada e-commerce Zalora Indonesia. Variabel yang akan diuji pada penelitian ini adalah variabel e-service quality, variabel repurchase intention dan variabel customer satisfaction. Penelitian ini menggunakan pendekatan kuantitatif dimana data penelitian ini dikumpulkan melalui survei dengan menyebarkan kuesioner kepada 100 orang responden yang merupakan Pria ataupun Wanita berusia 18 tahun keatas yang berdomisili di Jabodetabek dan minimal pernah membeli produk melalui Zalora Indonesia sebanyak satu kali. Teknik analisis yang digunakan dalam penelitian ini adalah regresi linear, regresi berganda, uji analisis jalur dan uji sobel. Hasil dari penelitian ini menunjukan bahwa customer satisfaction berhasil memediasi e-service quality untuk meningkatkan customer repurchase intention pada Zalora Indonesia.

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This study examines the effect of e-service quality toward customer repurchase intention through customer satisfaction on e-commerce Zalora Indonesia. The variable that used in this research is e-service quality, repurchase intention and customer satisfaction. This research uses quantitative approach and the data collected through survey by distributing questionnaires to 100 respondents who are man or woman age above 18 years old, lived in Jabodetabek area and have bought a product from Zalora Indonesia at least once. The analysis technique used in this research is linear regression, multiple regression, path analysis, and sobel test. The result shows that customer satisfaction did mediated e-service quality to increase customer repurchase intention."

"Skripsi ini membahas tentang pengaruh service failure severity service recovery justice dan perceived switching costs terhadap customer loyalty di wilayah Jabodetabek Penelitian ini berhasil mengumpulkan 157 responden dan menguji hubungan antar variabel yang diobservasi Metode pengolahan data dalam penelitian ini menggunakan Structural Equation Modeling.Hasil penelitian ini menunjukkan bahwa distributive justice interactional justice dan perceived switching costs memiliki hubungan positif terhadap customer loyalty Selain itu hasil penelitian menunjukkan distributive justice dan interactional justice mempengaruhi hubungan service failure severity dan customer loyalty.

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This research aims to study the relationship of service failure severity service recovery justice and perceived switching costs with customer loyalty in Jabodetabek area This research succeeded to collect 157 respondents and examine the relationship between the observed variables Methods used to process the data on this research is by using the Structural Equation Modeling.

The results of research shows that distributive justice interactional justice and perceived switching costs is positively related to customer loyalty Moreover the results of research shows that distributive justice and interactional justice affects the relations service failure severity and customer loyalty."

"Tantangan untuk memperoleh kepuasan dan loyalitas pelanggan semakin besar di persaingan yang semakin kompetitif saat ini. Terutama pada sektor perbankan yang menawarkan produk yang relatif sama seperti sektor perbankan. Studi sebelumnya telah membuktikan bahwa inovasi layanan merupakan kebutuhan yang tidak dapat dihindari untuk kelangsungan hidup perusahaan dan sangat penting untuk mempengaruhi kepuasan dan loyalitas pelanggan dalam industri perbankan. Di sisi lain, model konseptual yang matang mengenai faktor yang mepengaruhi kepuasan dan loyalitas pelanggan sudah lebih dulu ditemukan dengan mempertimbangkan service quality sebagai antecedent. Penelitian ini bertujuan untuk mengembangkan dan memvalidasi model konseptual baru dari kepuasan dan loyalitas pelanggan di industri perbankan Indonesia dengan inovasi layanan dan konsep kualitas layanan sebagai anteseden, dengan juga dimensi kualitas layanan yang digunakan. Untuk memvalidasi model konseptual yang diusulkan, survei online dilakukan dan data dari 274 pelanggan bank ritel sampel di Indonesia digunakan. Analisis data menggunakan Structural Equation Modeling (SEM). Hasil SEM menunjukkan bahwa inovasi layanan berpengaruh positif terhadap kualitas layanan, kepuasan, dan loyalitas pelanggan, sedangkan service quality berpengaruh positif pada kepuasan pelanggan, namun tidak berpengaruh terhadap loyalitas pelanggan. Kemudian, kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. Studi ini memperkaya studi yang ada yang berfokus pada kepuasan dan loyalitas pelanggan dalam perbankan terutama dalam konteks negara berkembang.

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Customer satisfaction and loyalty are more challenging to obtain in today increasingly competitive market including banking sector which offered relatively similar product. Earlier study has proven that service innovation is an inevitable necessity for firm's survival and is critical to influence the customer satisfaction and loyalty in banking industry. On the other hand, a well-developed conceptual model of satisfaction and loyalty in service industry has been established, considering service quality as the antecedent. This study is aimed to develop and validate a new conceptual model of customer satisfaction and loyalty in Indonesia banking industry with service innovation and service quality concept as the antecedent, with also employed service quality dimensions. In order to validate the proposed conceptual model, online survey was conducted and data from 274 sampled customers of retail bank in Indonesia was used. The data analysis employed Structural Equation Modeling (SEM). SEM results show that service innovation has positive effect to service quality, customer satisfaction and loyalty while service quality has positive impact on customer satisfaction, and customer satisfaction has positive impact on customer loyalty. However, the effect of service quality to customer loyalty was not supported. This study enriches existing study which focus on customer satisfaction and loyalty in banking especially in emerging country context. Moreover, this study provides additional knowledge with incorporating service innovation and service quality as antecedent of customer satisfaction and loyalty in banking industry."

"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 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."

"'E-commerce' merupakan akronim dari 'electronic commerce' atau perdagangan secara elektronik dengan melalui jaringan internet. Upaya dalam meningkatkan penjualan melalui 'e-commerce' dapat dilihat melalui pembelian kembali pelanggan yang dihasilkan oleh kualitas layanan elektronik ­melalui mediasi kepuasan pelanggan. Penelitian ini bertujuan untuk menganalisis pengaruh 'e-service quality' terhadap 'repurchase intention' melalui mediasi 'customer satisfaction' pada Zalora.co.id dan menganalisis hubungan langsung maupun tidak langsung dari dari ketiga variabel tersebut. Analisis yang dilakukan menggunakan analisis deskriptif, model regresi linear berganda dan 'path analysis'. Hasil penelitian menunjukan bahwa adanya pengaruh positif lebih besar jika 'e-service quality' tidak secara langsung mempengaruhi 'repurchase intention' melainkan dimediasi oleh 'customer satisfaction' dibandingkan mempengaruhi secara langsung.

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E-commerce is an acronym of electronic commerce or electronic commerce through internet network. Efforts in increasing sales through e-commerce can be seen through customer buybacks generated by the quality of electronic services through the mediation of customer satisfaction. This study aims to analyze the effect of e-service quality on repurchase intention through customer satisfaction mediation on Zalora.co.id and analyze the direct or indirect relationship of the three variables. The analysis was done using descriptive analysis, multiple linear regression model and path analysis. The results showed that there is a greater positive effect if e-service quality does not directly affect repurchase intention but mediated by customer satisfaction rather than directly affecting."

"Penelitian ini bertujuan menganalisis pengaruh interactional, distributive, procedural justice terhadap recovery satisfaction, overall satisfaction dan berakhir pada customer loyalty di dalam pasar jasa cuci mobil. AutoKlin dipilih sebagai tempat dilakukan penelitian oleh Peneliti. Penelitian ? penelitian sebelumnya menunjukkan Recovery Satisfaction tidak secara signifikan mempengaruhi customer loyalty. Yang mempengarhui secara signifikan adalah Overall satisfaction (Yu ? Wei Chang et.al, 2010). Penelitian ini juga menganalisis apakah interactional justice, procedural justice, distiributive justice berpengaruh signifikan kepada Recovery Satisfaction dan Overall Satisfaction dan berujung pada customer loyalty. Penelitian ini menggunakan model yang telah dikembangkan oleh Yu-We Chang et.al (2010).

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This study aims to analyze the effect of interactional, distributive, procedural justice towards recovery satisfaction, overall satisfaction and customer loyalty at the car wash service markets. AutoKlin chosen as the research conducted by the researcher. Research - Recovery Satisfaction previous study showed no significantly affect customer loyalty. Which significantly affect is Overall satisfaction (Yu - Wei Chang et.al, 2010). The study also analyzed whether interactional justice, procedural justice, justice distiributive significant toward Recovery Satisfaction and Overall Satisfaction and lead to customer loyalty. This study uses a model that has been developed by Yu-Wei Chang et.al (2010)."