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"ABSTRAKPenelitian ini menguji pengaruh e-service quality terhadap brand trust pada situsTiket.com. Dimensi e-service quality yang digunakan adalah website usability,information quality, reliability, responsiveness, assurance, dan personalization.Dimensi brand trust yang digunakan adalah brand reliability dan brand intention.Penelitian ini menggunakan pendekatan kuantitatif, dimana data penelitiandikumpulkan melalui survei dengan kuesioner online yang dilakukan terhadap 100pelanggan Tiket.com. Teknik analisis data yang digunakan adalah analisis regresiberganda. Hasil penelitian menunjukkan bahwa E-Service Quality memilikipengaruh yang signifikan dan kuat terhadap Brand Trust. Di antara dimensi eservicequality yang digunakan, responsiveness merupakan dimensi yangmemiliki pengaruh terbesar terhadap variabel brand trust.

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ABSTRACTThis study examines the effect of e-service quality towards brand trust onTiket.com website. The dimensions used to measure e-service quality are websiteusability, information quality, reliability, responsiveness, assurance, andpersonalization. Brand trust was measured using brand reliability and brandintention. This research used a quantitative approach, in which data was collectedby doing survey towards 100 customers of Tiket.com with online questionnaire.Multiple regressions were used to analyze the data. The result showed that eservicequality has a significant and strong effect towards brand trust andresponsiveness proved as the dimension of e-service quality that gives thestrongest effect towards brand trust variable."

"ABSTRAKPenelitian ini menguji pengaruh e-service quality terhadap brand trust konsumen situs e-commerce MatahariMall.com. Di me nsi e-service quality yang digunakan adalah efficiency , system availability , fulfillment , privacy , responsive ness , compensation , dan contact ; sedangk an dimensi brand trust yang digunakan adalah competence, predicta bility, dan benevolence/integrity. Penelitian ini menggunakan pendekatan kuantitatif, dan data penelitian dikumpulkan melalui survei dengan menyebarkan kuesioner kepada 100 orang responden yang merupakan konsumen MatahariMall.com. Teknik analisis yang digunakan adalah regresi berganda. Hasil penelitian menunjukkan bahwa e-service quality memilik pengaruh yang signifikan dan kuat terhadap brand trust dan dimensi system availability adalah dimensi yang paling dominan mempengaruhi brand trust.

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ABSTRACTThis study examines the effect of e service quality on consumer brand trust of e commerce site, MatahariMall.com. The e service quality dimensions used within this research are efficiency, system availability, fulfillment, privacy, responsiveness, compensation, and contact while the brand trust dimensions used are competence, predictability, and benevolence integrity. This research uses qualitative approach and the data collected through survey by distributing questionnaires to 100 respondents who are consumers of MatahariMall.com and live in Jabodetabek area. The analysis technique used in this research is multiple regressions. The result shows that e service quality has significant and strong influence on brand trust and system availability is the most dominant dimension that affect brand trust. "

"ABSTRAK Dalam mencapai kesuksesan, toko online perlu menyediakan e-service qualityyang baik. Hal tersebut merupakan suatu cara untuk meningkatkan trustkonsumen belanja online. E-Service Quality merupakan semua tahap interaksiyang terjadi antara konsumen dan situs web yang dihasilkan dari penilaian sejauhmana sebuah situs web secara efektif dan efisien memfasilitasi proses berbelanja(Parasuraman et.al, 2005). Pengukuran e-service quality menggunakan alat ukurE-S-QUAL dan E-RecS-QUAL yang dibuat oleh Parasuraman et.al (2005) lalupeneliti adaptasi. Sedangkan trust didefinisikan sebagai harapan optimisseseorang, bahwa orang lain akan melindungi semua hak-haknya (Gefen, 2002).Pengukuran trust menggunakan alat ukur Specific Online Consumer Beliefs yangdibuat oleh Gefen (2002) kemudian peneliti adaptasi. Penelitian ini menggunakanmetode accidental sampling yang melibatkan 453 responden, yaitu mahasiswakonsumen belanja online, karena mahasiswa sering mengakses internet (Xu &Paulins, 2005). Hasil penelitian ini menunjukan bahwa terdapat hubungan yangsignifikan antara e-service quality dan trust pada mahasiswa konsumen belanjaonline (r = 0,668; p = 0.000). Artinya, semakin tinggi tingkat e-service qualitymaka semakin tinggi pula tingkat trust pada mahasiswa konsumen belanja online.Implikasi praktis Penelitian ini, toko online perlu meningkatkan e-service qualitydalam hal pemenuhan janji agar trust mahasiswa konsumen belanja onlinemeningkat.

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ABSTRACTIn Achieving success, online shop should provide good s-service quality. It is away to increase consumer trust. E-Service Quality are an all stages of theinteraction between consumers and web sites resulting from the assessment of theextent to which a website effectively and efficiently facilitate the shoppingprocess (Parasuraman et.al, 2005). E-Service Quality measurement usingmeasuring instruments E-S-QUAL and E-RecS-QUAL are made by Parasuramanet.al (2005) and adapted by researcher. While trust is defined as the optimisticexpectations of someone, that someone else will protect all of their rights (Gefen,2002). Trust measurement using measuring instruments Specific Online ConsumerBeliefs are made by Gefen (2002) then adapted by researcher. This study usedaccidental sampling method involving 453 respondents, namely college studentonline shopping consumer because they often access the Internet (Xu & Paulins,2005). These results indicate that there is a significant relationship betweene-service quality and trust among college student online shopping consumer(r = 0,668; p = 0.000). This results can be interpreted as the higher e-servicequality, the higher trust that college student online shopping consumer have. Thepractical implications of this research, online stores need to improve e-servicequality in terms of the fulfillment of the promise, so that the trust of collegestudent online shopping consumer increase."

"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."

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Penelitian ini bertujuan menjelaskan pengaruh e-Service Quality terhadap e-satisfaction, e-service quality terhadap e-trust, reputation terhadap e-trust, e-satisfaction terhadap e-customer loyalty dan e-trust terhadap e-customer loyalty, pada PT. Bank Central Asia Tbk. Penelitian ini menggunakan penelitian kuantitatif. Data penelitian dikumpulkan melalui survei dengan kuesioner online yang dilakukan terhadap 122 nasabah pengguna mobile banking BCA yang merupakan follower dari akun twitter HaloBCA (@HaloBCA). Data dianalisis menggunakan Strucrula Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa e-customer satisfaction memberi pengaruh positif terhadap terbentuknya e-customer loyalty,  e-trust memberi pengaruh positif terhadap terbentuknya e-customer loyalty, e-customer satisfaction tidak memberikan pengaruh positif terhadap e-Trust, e-service quality memberi pengaruh positif terhadap terbentuknya e-satisfaction, Reputation tidak memberikan pengaruh terhadap e trust.

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This study aims to explain the effect of e-Service Quality on e satisfaction, e-service quality on e-trust, reputation on e-trust, e satisfaction on e-customer loyalty and e-trust on e-customer loyalty, at PT. Bank Central Asia Tbk. This research uses quantitative research where research data is collected through surveys with online questionnaires conducted on 122 BCA mobile banking users who are followers of the HaloBCA twitter account (@HaloBCA). Data were analyzed using Structural Equation Modeling (SEM). The results showed that e-customer satisfaction has a positive influence on the formation of e-customer loyalty, e-trust has a positive influence on the formation of e-customer loyalty, e-customer satisfaction does not have a positive effect on e-Trust, e-service quality has an influence positive towards the formation of e satisfaction, Reputation has no effect on e trust.

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"Penelitian ini bertujuan untuk mengetahui Pengaruh dari dimensi kualitas layanan ISP terhadap nilai, kepercayaan dan komitmen pelanggan First Media di Jakarta. Teknik analisis data yang digunakan adalah Structural Ecuation Modeling. Hasil penelitian menunjukan beberapa dari dimensi kualitas layanan yang diberikan oleh ISP memiliki pengaruh positif terhadap nilai, kepercayaan dan komitmen.

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This study aims to determine the effect of service quality dimensions ISP to value, trust and customer commitment of First Media in Jakarta. Data analysis technique used is Structural Equation Modeling. The results showed some of the dimensions of quality of services provided by the ISP have a positive effect on the value, trust and commitment."

"Retailers produce their own private label brand as a strategy to distinguish their products from competitors’. Based on previous research, store image and service quality can be used to improve private label brand image and purchase intention. A Research is conducted at Lotte Mart, Gandaria City Mall in Jakarta to find out whether store image and service quality could influence private label brand image and purchase intention. This research adopts Wu et.al.'s framework (2010). Data processing uses Structure Equation Modeling. Research outcome reveals that service quality is a significant factor in influencing private label brand image and purchase intention."

"Fokus analisis penelitian ini adalah kualitas pelayanan perusahaan ritel perkakas merek global dan merek lokal. Penelitian ini dilakukan pada gerai Ace Hardware dan Mitra10 yang terletak di lokasi berdekatan. Wilayah kedua toko tersebut berada di kawasan Kalimalang Bekasi Jawa Barat. Penelitian ini merupakan penelitian kuantitatif. Peneliti menggunakan teknik menyebarkan kuesioner kepada responden untuk mendapatkan data primer. Tesis ini juga didukung dengan riset kajian pustaka, sebagai data sekunder. Hasil dari penelitian ini adalah, terdapat perbandingan kualitas pelayanan yang signifikan antara ritel perkakas merek global dengan merek lokal. Dimana, merek lokal yang diwakili oleh Mitra10 mendapatkan hasil lebih tinggi dibandingkan perusahaan merek global yang diwakili oleh Ace Hardware. Kualitas pelayanan yang dilihat oleh konsumen meliputi daya tanggap, jaminan, perhatian. Meski merek juga secara tidak langsung mempengaruhi konsumen, namun hasil penelitian ini menunjukkan bahwa konsumen masih memilih merek lokal yaitu Mitra10 yang memberikan kualitas layanan lebih baik. Daya tanggap, jaminan, dan perhatian yang dimiliki oleh karyawan menjadi indikator intangible yang memberi kepuasan bagi konsumen. Kualitas produk merupakan hal terpenting dalam industri ritel, namun kualitas layanan juga tidak dapat diabaikan. Untuk itu, penelitian ini menyarankan diferensiasi kualitas pelayanan penting untuk dilakukan oleh perusahaan ritel disamping pengembangan inovasi produk dan harga.

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The focus analyzes of this study is service quality on global and local brand tools retailer. This thesis took place at the Ace Hardware store in Metropolitan Mall and Mitra10 store in Kalimalang, Bekasi, West Java. This is a quantitative research. Researchers used a questionnaire technique to retrieve the data in the field. This thesis also supported by the literature study as secondary data. The results of this study are the quality of services at a local company providing satisfaction to the consumer. It is possible because, although global brand influencing consumer, but the diversity of product make consumer satisfied. Assurance, Responsiveness, Emphaty owned by employees on both local and global brand, became the intangible indicators that provide consumer satisfaction. Equal in the global company, the service quality tend to be considered by consumers. But, the most important in retail industry, that the quality of goods and diversity of product gave the choices for consumer. Therefore, this thesis suggests, that not only the quality of goods that need to be improved, but also the quality of service must be considered. Because, the intensity of the competition in the retail industry is increase, then consumers will look for differentiation of each brand and product."

"Mengkonsumsi kopi sudah menjadi rutinitas bagi sebagian orang setiap hari, berbagai hal pun menjadi alasan mereka untuk mengunjungi kedai kopi. Hal ini juga terjadi di Payakumbuh, dimana mengkonsumsi kopi sudah menjadi rutinitas bagi masyarakat disana. Intensitas yang tinggi menjadi pemicu industri ini berkembang pesat, untuk memenuhi berbagai alasan tersebut muncullah kedai kopi dengan berbagai konsep. Dalam industri ini, hal yang perlu diperhatikan adalah bagaimana membentuk loyalitas dari para konsumennya. Salah satu faktor pembentuk loyalitas itu sendiri adalah kepuasan konsumen. Penelitian ini akan membahas pengaruh kualitas layanan, atmosfer toko, dan kewajaran harga yang memengaruhi kepuasan konsumen dan membentuk loyalitas. Desain penelitian yang digunakan adalah konklusif deskriptif dengan metode kuantitatif menggunakan self-administered questionnaire. Dalam penelitian ini Terdapat 197 responden berusia < 18 - 55 tahun di Payakumbuh yang merupakan konsumen kedai kopi di Payakumbuh dalam 3 bulan terakhir yang berpartisipasi. Data yang berhasil terkumpul dianalisis menggunakan Partial Least Square Structural Equation Model (PLS-SEM) dan diolah menggunakan SPSS 25 dan SmartPLS 4. Hasil penelitian menemukan bahwa kualitas layanan, atmosfer toko, dan kewajaran harga berpengaruh terhadap kepuasan yang kemudian memengaruhi loyalitas.

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Coffee consumption has become routine for numerous individuals, and their motivations for frequent coffee shops vary. This also occurs in Payakumbuh, where coffee consumption has become a habit for the locals. High intensity is the catalyst for this industry's quick growth; to meet these needs, coffee shops with varied concepts develop. The issue that needs to be addressed in this sector is how to establish consumer loyalty. Customer satisfaction is one of the aspects that contribute to building a foundation of loyalty. This study examines at how service quality, store atmosphere, and price fairness effect consumer satisfaction and loyalty. The study approach employed was conclusive descriptive, with quantitative methodologies via a self-administered questionnaire. The study approach used was conclusive descriptive, with a quantitative approach via a self-administered questionnaire. In this study, 197 Payakumbuh residents aged 18 to 55 years old who had visited a coffee shop in the previous three months took part. The data was analyzed with the Partial Least Squares Structural Equation Model (PLS-SEM) and processed with SPSS 25 and SmartPLS 4. According to the study's findings, service quality, store atmosphere, and price fairness all influence satisfaction, which in turn influences loyalty."

"Poli gigi Rumah Sakit Siloam Tb. Simatupang menempatkan kepuasan pasien sebagai prioritas utama dan berupaya untuk menciptakan lingkungan yang nyaman dan memberikan pelayanan yang optimal bagi pasien. Penelitian ini bertujuan untuk menganalisis pengaruh multi sensory marketing terhadap perceived service quality pada poli gigi Rumah Sakit Siloam Tb. Simatupang DKI Jakarta. Penelitian ini menggunakan pendekatan kuantitatif dan teknik purposive sampling dengan menyebarkan kuesioner melalui Google Form kepada 100 responden yang pernah melakukan pengobatan di poli gigi Rumah Sakit Siloam Tb. Simatupang, berusia 18-38 tahun, berdomisili di Jabodetabek. Dalam menganalisis data, peneliti melakukan analisis deskriptif dan uji regresi linear sederhana menggunakan SPSS. Temuan dari penelitian ini menunjukan bahwa multi sensory marketing mempunyai pengaruh yang positif dan signifikan terhadap perceived service quality

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Siloam Tb. Simatupang Hospital Dental Polyclinic places patient satisfaction as a top priority and strives to create a comfortable environment and provide optimal service to patients. This study aims to analyze the influence of multi-sensory marketing on perceived service quality at the Siloam Tb. Simatupang Hospital Dental Polyclinic. The study uses a quantitative approach and purposive sampling techniques by distributing questionnaires through Google Form to 100 respondents who have been treated in the dental polyclinic at Siloam Tb Simatupang Hospital, aged 18–38, who live in Jabodetabek. In analyzing the data, the researchers performed descriptive analysis and simple linear regression tests using SPSS. The findings from this study show that multisensory marketing has a positive and significant influence with perceived service quality."