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"Internet saat ini menjadi hal yang fundamental dalam kebutuhan sehari-hari. Koneksi internet bisa didapat salah satunya melalui Wi-Fi (Wireless Fidelity). Salah satu penyedia layanan Wifi terbesar di Indonesia adalah Indihome, yaitu perusahaan dibawah PT. Telekomunikasi Indonesia. Mengingat Indihome bukan satu-satunya penyedia layanan Wi-Fi di indonesia maka bagi setiap brand harus mampu mempertahankan kualitas layanannya. Kualitas layanan menurut Parasuraman, et al., (1985) ditentukan oleh sepuluh factor yaitu reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding atau knowing customer, hingga tangibles. Melalui metode content analysis serta desk research makalah ini mencoba mencari keterkaitan antara faktor-faktor penentu dalam kualitas layanan Indihome melalui customer service nya di Twitter. Hasil menunjukan bahwa eksistensi kesepuluh faktor sudah terlihat di dalam akun @Indihome namun hanya tiga yang memenuhi ekspektasi dari para pelanggan. Faktor yang paling dirasa sangat kurang adalag faktor responsivitas yang dianggap monoton dan tidak solutif. Maka dari itu, diperlukan optimalisasi kualitas layanan melalui layanan konsumen agar dapat memenuhi ekspektasi pelanggan.

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The Internet nowadays has become a fundamental need for everyday life. One or other way to get Internet connection is using Wi-Fi (Wireless Fidelity). The biggest Wifi provider in Indonesia is Indihome, a company under Telekomunikasi Indonesia. Since Indihome is not the only one wifi provider in Indonesia, therefore, a brand must maintain its service quality to fulfill customer needs. Service quality according to Parasuraman, et al., (1985) has ten factors to make it come true, there are reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding or knowing customers, and tangibles. Through content analysis and desk research method, this article tries to find a relation between ten factors of service quality within Indihome service quality through their customer service on twitter. The result is that Indihome has already filled all of the factors, but Indihome hasn't fulfilled their customer expectations, only three of them that fulfilled by Indihome. The most unfulfilled factor is their responsivity that considered as unsolutive and monotone. Hence, Indihome needs to optimize their service quality through customer service, so that companywill fulfill their customer expectations."

"Konsumen semakin menggunakan ulasan konsumen online untuk memahami kualitas produk. Dengan demikian penting bagi pemasar untuk memahami apa yang membuat ulasan konsumen online membantu konsumen dan bagaimana evaluasi ini mempengaruhi keputusan mereka. Teori dual-proses telah diadopsi dalam penelitian ini untuk menyelidiki prediktor informasi dan normatif informasi diagnostisitas dan hubungannya dengan adopsi informasi konsumen. Sampel penelitian ini adalah responden yang telah membaca ulasan konsumen online di Airbnb 3 (tiga) bulan terakhir. Data diolah dengan menggunakan Structural Equation Modelling. Hasil penelitian menunjukan bahwa kualitas informasi (information quality) tidak berpengaruh signifikan terhadap diagnostisitas informasi (information diagnosticity), namun kualitas informasi (information quality) memiliki pengaruh signifikan terhadap kredibilitas sumber (source credibility). Sedangkan kredibilitas sumber (source credibility) tidak berpengaruh signifikan terhadap diagnostisitas informasi (information diagnosticity). Namun, kuantitas informasi (information quantity) berpengaruh terhadap diagnostisitas informasi (information diagnosticity). Peringkat keseluruhan produk (overall product ranking) tidak berpengaruh signifikan terhadap diagnostisitas informasi (information diagnosticity). Hasil penelitian juga menunjukan diagnostisitas informasi (information diagnosticity) berpengaruh terhadap adopsi informasi (information adoption).

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Consumers are increasingly using online consumer reviews (OCRs) to learn about product quality. It is thus paramount for marketers to understand what makes OCRs helpful to consumers and how this evaluation affects their decisions. Dual-process theory has been adopted in this study to investigate the informational and normative predictors of information diagnosticity and its links with consumers' information adoption. Data for this research were collected from respondents who had read online consumer reviews on Airbnb in the last 3 (three) months. They were then analyzed using Structural Equation Modelling method. The result of this research shows that information quality does not have significant effect on information diagnosticity. However, information quality has possitive affect on source credibility. Meanwhile source credibility does not have significant effect on information diagnosticity. However information quantity has possitive affect on information diagnosticity. Furthermore, the result showed that information diagnosticity has possitive affect on information adoption

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"Perkembangan industri fashion mampu berkontribusi sekitar Rp166 triliun, atau setara dengan 18,15% terhadap PDB industri kreatif dan berada pada posisi kedua sebagai penyumbang terbesar. Apabila ditelaah lebih lanjut, dalam hal fashion muslim, Indonesia merupakan negara dengan konsumen busana muslim terbesar ketiga setelah Turki dan Uni Emirat Arab. Konsumsi fashion muslim di Indonesia berada di angka 21 miliar US dengan laju pertumbuhan sebesar 18,2% per tahunnya. Adanya karakteristik khusus pada fashion muslim, terutama seperti momentum keagamaan di bulan Ramadhan, juga turut berkontribusi dalam meningkatkan konsumsi fashion muslim di Indonesia. Selama pandemi, terjadi percepatan pertumbuhan e-commerce di Indonesia sebesar 91% dibanding tahun sebelumnya yang hanya 54%. Pandemi COVID-19 membuat 17,5% konsumen beralih ke platform belanja online dan mengurangi kebiasaan berbelanja offline. Perubahan perilaku konsumen memaksa perusahaan untuk dengan cepat menggeser saluran pemasarannya. Ketika saluran baru seperti internet meningkat dan ditawarkan kepada konsumen, pengalaman konsumen menjadi lebih digital dan menghasilkan peningkatan jumlah dan kompleksitas konsumen. Melihat adanya fenomena ini, penelitian difokuskan untuk menganalisis efektivitas saluran pemasaran dalam meningkatkan jumlah konsumen ritel fashion muslim. Hasil dari penelitian ini adalah strategi yang dapat diterapkan oleh perusahaan untuk dapat memaksimalkan saluran pemasarannya.

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The development of the fashion industry can contribute around Rp. 166 trillion, or equivalent to 18.15% of the GDP of the creative industry, Moreover, it is in the second position as the largest contributor of GDP. In terms of Muslim fashion, Indonesia is the country with the third largest consumer of Muslim clothing after Turkey and the United Arab Emirates. Consumption of Muslim fashion in Indonesia is at US 21 billion with a growth rate of 18.2% per year. The existence of special characteristics in Muslim fashion, especially such as the religious momentum in the month of Ramadan, also contributes to increasing the consumption of Muslim fashion in Indonesia. During the pandemic, there was an acceleration of e-commerce growth in Indonesia by 91% compared to the previous year which was only 54%. The COVID-19 pandemic has made 17.5% of consumers switch to online shopping platforms and reduce their offline shopping habits. Changes in consumer behavior are forcing companies to quickly shift their marketing channels. As new channels such as the internet are offered to customers, the customer experience becomes more digital and results in an increase in the number and complexity of customers. Seeing this phenomenon, the research is focused on analyzing the effectiveness of marketing channels in increasing the number of Muslim fashion retail consumers. The results of this study are strategies that can be applied by companies to maximize their marketing channels."

"Penelitian bertujuan untuk mengetahui proses pembuatan keputusan konsumen dan hal-hal yang turut berperan dalam melakukan pembelian produk fashion di sosial media Instagram menggunakan konsep pembuatan keputusan pembelian klasik dari Engel, Kollat, dan Blackwell yang telah diaplikasikan di beberapa jurnal pembelian online terdahulu dan dikembangkan oleh Darley, Blankson, dan Luethge pada tahun 2010 untuk model keputusan pembelian online. Dengan menggunakan metode induktif kualitatif dan melakukan wawancara mendalam pada pengguna yang pernah melakukan pembelian online di Instagram, ditemukan bahwa proses pembuatan keputusan konsumen yang diambil tidak membentuk model yang linier seperti yang dikemukakan sebelumnya, namun membentuk model yang lebih kompleks dan fleksibel antar tahap, dimana ketika berada di suatu tahap, informan dapat maju ke tahap berikutnya atau kembali ke tahap sebelumnya. Tahapan tersebut adalah Pemebelian vs Browsing, Multi-pencarian, Komparatif vs Konsisten, Beli dan Transfer, serta Tahap Penghindaran Toko, Pembelian Ulang, Testimonial Rekomendasi. Ditemukan pula hal-hal yang turut berperan dalam pembuatan proses pembelian tersebut adalah keadaan karakteristik indivdual, keadaan situasional ekonomi, karakteristik produk, atribut pelayanan toko, serta kelompok referensi.

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The research aim to explore the process of consumer decision making and related things that have roles in fashion product purchases on Instagram social media using the classic decision making concept from Engel, Kollat, and Blackwell that have been applied on prior several online purchasing journal and also developed by Darley, Blankson, and Luethge in 2010 for online purchase decision making model. Using qualitative inductive method by doing in depth interview to users that also consumers of Instagram online purchasing, it is found that the consumer decision making process does not create a linear model as has been proposed earlier, but more complicated and flexible between stages which informant can move to the next stage or go back to the prior stage. The stages are Buying vs Browsing, Multi search, Comparative vs Consistent, Purchase and Transfer, and Store avoidance, repurchase, testimonials and recommendation. The study also found that individual characteristics, situational economic situation, product characteristics, store attributes services, and reference group take parts in shaping consumer purchase decision making process."