Hasil Pencarian  ::  Simpan CSV :: Kembali

"Layanan Aplikasi Ojek online sedang menjadi fenomena di Indonesia. Pionir pertama layanan ini, yaitu Gojek mendapatkan pertumbuhan pengguna yang tinggi setelah meluncurkan mobile apps tahun 2015. Disini peneliti ingin memahami benefit dan sacrifice apa yang membuat orang menggunakan kembali dan merekomendasikan mobile apps untuk layanan Ojek Online. Riset mengenai mobile apps masih terbatas, disinilah penulis akan melengkapi penelitian mengenai mobile apps tersebut yang kemudian sekaligus menjawab fenomena Ojek online tersebut. Penulis mengadopsi framework Xu et al, (2015) untuk melihat value (Benefit dan sacrifice) apa saja yang memiliki pengaruh terhadap kepuasan, intensi penggunaan apps kembali, intensi untuk merekomendasikan dan tingkat rekomendasi pelanggan. Hasil penelitian ini memperlihatkan bahwa faktor utama dari penggunaan kembali dan juga rekomendasi aplikasi ojek online bukanlah masing-masing benefit dan sacrifice secara terpisah, tetapi dari kepuasan konsumen yang merupakan satu kesatuan evaluasi dari semua faktor benefit dan sacrifice yang ada. Persepsi harga memiliki pengaruh signifikansi tertinggi yang mempengaruhi kepuasan, dan kemudian diikuti oleh hedonic benefit dan utilitarian benefit. Hasil penelitian ini menjawab tingginya tingkat penggunaan dan rekomendasi yang ada saat ini

---

Online motorbike service based on Mobile apps has become a phenomenon in Indonesia. The pioneer of this service GO-JEK, shows a vast increase of user after launched mobile apps in 2015. In this research, we want to understand what kind of benefit or sacrifice that influence people to use and recommend Online motorbike service based on Mobile apps. Research about mobile apps is still limited, from this perspective, researcher want to add new research of mobile apps and also to answer the online motorbike service phenomenon. Researcher adopt (Xu et al, 2015) framework to find what kind of benefit influence to satisfaction, apps continuance intention, intention to recommend and recommendation. The result of this research shows that main factor of apps continuance and recommendation are not from each separate benefit and sacrifice but it is from satisfaction which formed from all mixed benefit and sacrifice. Perceived price have the highest influence to satisfaction and followed by hedonic and utilitarian benefit. This research answer why there are so many people in Indonesia use and recommend to use Online motorbike service based on Mobile apps."

"Saat ini, belanja online di Indonesia semakin berkembang dan diminati oleh masyarakat. Perkembangan tersebut dapat dilihat salah satunya dari banyaknya perusahaan yang menyediakan layanan online grocery shopping. Online grocery shopping semakin banyak digunakan oleh masyarakat di Indonesia, terutama saat pandemi Covid-19 kemarin berlangsung. Tantangan yang dihadapi oleh perusahaan-perusahaan tersebut adalah mempertahankan kualitas layanan mereka baik saat pandemi kemarin berlangsung dan pasca pandemi, untuk memastikan para pelanggan tetap merasa puas dan akan kembali menggunakan layanan online grocery shopping. Penelitian ini bertujuan untuk melihat penerapan manajemen kualitas dalam online grocery shopping dan pengaruhnya terhadap kepuasan pelanggan dan niat pelanggan untuk menggunakan layanannya kembali. Survei kepada 215 responden dilakukan dan dianalisis dengan metode SEM menggunakan SmartPLS 4. Hasil penelitian ini menunjukan bahwa kualitas layanan dan perceived benefit berpengaruh terhadap customer satisfaction dan kemudian juga berpengaruh terhadap reuse intention.

---

Currently, online shopping in Indonesia is growing and is in demand by the public. One of these developments can be seen from the many companies that provide online grocery shopping services. Online grocery shopping is increasingly being used by people in Indonesia, especially during the recent Covid-19 pandemic. The challenge faced by these companies is to maintain the quality of their services both during the pandemic and after the pandemic, to ensure that customers are still satisfied and will return to using their online grocery shopping services. This study aims to look at the application of quality management in online grocery shopping and its impact on customer satisfaction and customer intentions to reuse the service again. A survey of 215 respondents was conducted and analyzed using the SEM method using SmartPLS 4. The results of this study indicate that service quality and perceived benefits have an effect on customer satisfaction and then also have an effect on reuse intention."

"Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan kualitas pelayanan elektronik dari moda transportasi roda empat terhadap kepuasan pelanggan dan intensi perilaku, dalam penelitian ini intensi perilaku tersebut adalah loyalitas pelanggan dan word of mouth pada moda transportasi roda empat berbasis aplikasi. Model penelitian dengan enam hipotesis diuji dengan menggunakan Structural Equation Modeling SEM. Hasil penelitian menunjukkan bahwa kualitas pelayanan, kualitas pelayanan elektronik dan persepsi nilai terhadap uang berpengaruh secara positif terhadap kepuasan pelanggan. selain itu, kepuasan pelanggan juga berpengaruh secara positif terhadap loyalitas pelanggan dan word of mouth. Akan tetapi loyalitas pelanggan tidak mempunyai pengaruh terhadap word of mouth.

---

This study aim to determine the effect of service quality and e service quality in application based transportation towards customer satisfaction and behavioral intentions. In this study, the behavioral intentions are customer loyalty and word of mouth. The six hypotheses research model in this study are tested with Structural Equation Modeling SEM. The results found out that perceived value for money, service quality and e service quality have a positive and significant impact towards customer satisfaction. Also, it found out that customer satisfaction has a positive and significant impact towards customer loyalty and word of mouth. However, customer loyalty doesn rsquo t have significant impact towards word of mouth. "

"Skripsi ini membahas tentang analisis kualitas e-service terhadap kepuasan konsumen, sikap terhadap website dan niat perilaku situs toko online Mataharimall.com. Penelitian ini adalah penelitian kuantitatif yang melibatkan adanya tinjauan pustaka serta partisipasi responden. Skripsi ini mengusulkan dan mendukung ide bahwa kualitas e-service akan mempengaruhi kepuasan, sikap dan niat perilaku pada situs online seperti MatahariMall.com. Selain itu, dengan penelitian ini diharapkan baik Manager Pemasaran, pemilik dan pemerhati bisnis online mengetahui tentang kerangka penting dalam menjalankan usaha yang bergerak dibidang ecommerce serta kendala-kendala yang sering ditemui dan bagaimana untuk mengantisipasi dan mengatasinya.

---

This thesis discusses the analysis of e-service quality on customer satisfaction, attitudes the website and online store sites behavioral intention Mataharimall.com. This study is quantitative research involving their review of the literature as well as the participation of the respondent. This thesis proposes and supports the idea that the quality of e-services will affect satisfaction, attitudes and behavioral intentions on online sites like MatahariMall.com. In addition, the This research is expected to either Manager Marketing, online business owners and observers know about the important framework of doing business engaged in ecommerce as well as the constraints that are often encountered and how to anticipate and overcome."

"Bertambahnya jumlah restoran di Indonesia setiap tahunnya berdampak terhadap kompetisi di industri tersebut yang semakin ketat. Agar dapat menonjol di antara kompetitor yang ada, maka citra baik di mata konsumen diperlukan oleh suatu restoran. Hal ini dapat terpenuhi melalui penyebaran word of mouth positif pada komunitas. Penelitian ini menguji apakah perilaku karyawan yang terdiri dari aspek layanan pribadi dan fungsional dalam industri restoran memiliki dampak pada kepuasan pelanggan dan niat seseorang melakukan word of mouth. Pendekatan yang dilakukan adalah dengan metode survei dan kuesioner dibagikan kepada 198 responden yang sudah pernah ke salah satu restoran yang bertipe casual dining dan berlokasi di sekitar Jakarta. Kemudian data yang terkumpul dianalisis dengan menggunakan Structural Equation Model (SEM), yaitu software AMOS 22. Berdasarkan hasil penelitian, baik aspek personal maupun fungsional secara signifikan dapat memprediksi kepuasan pelanggan, walaupun aspek fungsional berperan lebih besar dibandingkan aspek personal. Hasil dari kepuasan pelanggan pada akhirnya akan berpengaruh positif pada WOM. Ditemukan pula bahwa keunikan dari tema restoran menjadi salah satu faktor yang mempengaruhi kecenderungan seseorang untuk merekomendasikan restoran ke teman ataupun koleganya.

---

The increasing of restaurant numbers every year has affected the intensity of competition in the restaurant industry. In order to be stand out among competitors, the good perceived image of the restaurant is needed and could be maintained by positive word of mouth spread in the community. The present study examines if employee behavior comprising of personal and functional service aspects in casual dining restaurant has an impact on customer satisfaction and word of mouth intention. Using a survey approach, the questionnaire was distributed to 198 respondents which were already been to one of the particular casual dining restaurants in Jakarta. The data were analyzed using structural equation modeling with AMOS 22. Based on the results of the study, both personal and functional aspects can significantly predict customer satisfaction, although the functional aspects have contributed more significantly than the personal aspects. In addition, the result revealed that customer satisfaction will eventually affect word of mouth positively. It was also found that the uniqueness of the restaurant theme, atmosphere are the factors that affect the tendency of someone to recommend the restaurant to friends or colleagues."

"There are many models for measuring service quality, SERQUAL, SERPERF, STIEQUAL , E-SQ and E-S-QUAL. every mpdel offers some advantages and weakness. Previous research proved that E-S-Qual model is the best assessment to measure online service quality in banking industry because it has an excellent external vilidity and enough consistency in reliability. The objectives of this research are to examine the effects involved 124 customers internet banking . By measuring criterion validity of E-S-QUAL, it found that E-S-QUAL has a good validity and reliability for measuring the the quality of banking online services. By using F test, the result revealed that all dimensions of online service quality has significantly effects on customer satisfaction. By using t-test only site aesthetic variable has significantly effect on customer satisfaction. The managerial implication of this research is that banking industry should develop online service not only for effeciency, system availability, privacy, assurance, but the most important thing is also the aesthetic s aspect to enhance their customer satisfaction."

"ABSTRAKPiranti lunak aplikasi perangkat mobile (mobile applications/App) telah mengalami pertumbuhan sejalan dengan penggunaan smartphones pada beberapa tahun ini. Diantara banyaknya kategori mobile Apps, social Apps adalah kategori yang mengalami pertumbuhan tertinggi pada 2013. Dengan banyaknya penelitian mengenai intensi perilaku dari penggunaan mobile Apps dengan hal-hal yang mempengaruhinya, penelitian mengenai intensi keberlanjutan penggunaan (continuance intention) masih menjadi hal yang penting untuk diteliti. Penelitian ini bertujuan untuk menganalisis pengaruh customer value perspectives, yang terdiri dari perceived usefulness, perceived enjoyment, dan social ties, terhadap continuance intention baik secara langsung, maupun dengan mediasi dari satisfaction dan habit. Sampel penelitian ini adalah 141 orang yang menggunakan Instagram dalam sebulan terakhir dengan ketentuan jenis penggunaan; dan dikumpulkan dengan menggunakan metode non-probability sampling dengan teknik convenience, judgemental, dan snowball sampling. Data diolah dengan menggunakan metode Structural Equation Modelling. Hasil penelitian menunjukkan bahwa perceived usefulness berpengaruh langsung terhadap continuance intention; perceived enjoyment berpengaruh baik langsung maupun melalui satisfaction dan habit; dan social ties berpengaruh tidak langsung melalui habit.

---

ABSTRACTMobile application software (mobile applications/App) has grown in conjunction with the use of smartphones in recent years. Among numerous categories of mobile Apps, social Apps were one of those with the greatest growth in 2013. Despite abundant research on users? behavior intention of mobile Apps, continuance intention is still an important thing to investigate. This study aims to analyze the effect of customer value persepectives, consist of perceived usefulness, perceived enjoyment, and social ties, towards continuance intention directly or by the mediation of satisfaction and habit. The sample are 141 users of Instagram which using Instagram at least for the last one month, with the specific conditions of usage; and gathered through non-probability sampling method using convenience, judgmental, and snowball sampling technique. The data was processed using Structural Equation Modelling. The results shows that perceived usefulness has a direct effect on continuance intention, with no indirect effect; perceived enjoyment has both direct and indirect effect through satisfaction and habit; and social ties has indirect effect through habit with no direct effect."

"Penelitian ini dilatarbelakangi dari angka kepuasan pelanggan yang tinggi pada suatu kantor pelayanan, dengan pegawainya yang berstatus pegawai alihdaya. Penelitian ini menguji pengaruh antara service climate, employee commitment terhadap customer satisfaction pada kantor pelayanan operator selular, dengan survei dari 108 responden. Analisis yang digunakan adalah analisis regresi sederhana. Analisis mediasi dilakukan dengan mempertimbangkan keputusaan hipotesis yang berhubungan dengan mediatornya. Service climate secara positif berpengaruh terhadap customer satisfaction, service climate berpengaruh terhadap employee commitment dan employee commitment juga mempengaruhi customer satisfaction serta employee commitment bertindak sebagai mediator.

---

This study or research is a causal study from customer satisfaction level that shows in high level in a services office, and its worker is just an outsourcing. This research examines about the influence of service climate, employee commitment and customer satisfaction at services office of mobile cellular provider by doing survey from 108 people as a worker of its services office. This analysis uses simple regression method. Mediation analysis itself is considered by the result of hypothesis of the mediator, which is employee commitment. Based on the result, service climate influences positively to customer satisfaction. It works also to employee commitment, and employee commitment influences to customer satisfaction. This research shows that employee commitment takes a role as a mediator also."

"Makalah konseptual ini mengajukan sebuah model baru tentang bagaimana menjaga kepuasan konsumen terhadap belanja online. Model ini berasal dari beberapa penelitian yang telah dilakukan oleh para pakar dan praktisi pemasaran di ritel online, kepuasan konsumen, loyalitas konsumen, dan persepsi konsumen. Makalah ini bertujuan untuk meningkatkan kesadaran betapa pentingnya kepuasan konsumen online dalam meningkatkan kinerja bisnis. Beberapa penelitian yang digunakan, sebagai dasar di atas kertas ini akan dijelaskan secara singkat untuk membantu pembaca memahami teori-teori di balik pengembangan model baru yang lebih baik.

---

This conceptual paper proposes a new model of how to maintain consumer satisfaction on online shopping. The model is derived from several studies that have been done by marketing scholars and practitioners on online retailing, consumer satisfaction, consumer loyalty, and consumer perception. This paper aims to bring awareness of how important consumer satisfaction in improving online business performance. Several studies that are used, as bases on this paper will be explained briefly to help readers understand the theories behind the new model development better."

"Penelitian ini bertujuan untuk menganalisis pengaruh motivasi, satisfaction terhadap revisit intention pada penonton play-off Mobile Legends Professional League Indonesia season 12 (MPL ID S12) untuk mengetahui motivasi dalam menonton play-off MPL ID S12. Metode penelitian kuantitatif dengan responden penonton MPL ID S12 menggunakan SEM-PLS (Structural Equation Modelling Partial Least Square). Hasil penelitian menunjukkan bahwa terdapat pengaruh yang positif dan signifikan dari motivasi, dan satisfaction terhadap revisit intention. Selain itu, terdapat pengaruh positif dan signifikan dari motivasi terhadap revisit intention dengan satisfaction sebagai variabel mediasi. Penelitian ini merekomendasikan agar penyelenggara dapat mengedepankan faktor hiburan pada pelaksanaan MPL ID dan meningkatkan kualitas venue pertandingan.

---

This study aims to analyze the influence of motivation, satisfaction on revisit intention in the Mobile Legends Professional League Indonesia season 12 (MPL ID S12) play-off audience to find out the motivation for watching the MPL ID S12 play-offs. Quantitative research method using SEM-PLS (Structural Equation Modeling Partial Least Square) are  applied with MPL ID S12 audience as the respondents. The results showed that there was a positive and significant influence of motivation, and satisfaction on revisit intention. In addition, there is a positive and significant influence of motivation on revisit intention with satisfaction as a mediating variable. This study recommends that organizers can prioritize entertainment factors in the implementation of MPL ID and improve the quality of match venues."