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Abstrak :
Tujuan - Penelitian ini bertujuan untuk menganalisis efek dari self-service technology quality setelah terjadi kegagalan dan pemulihan nya pada pengalaman pelanggan, kepuasan dan intensi untuk membeli kembali pada saat melakukan online shopping. Metode penelitian. Penelitian ini dilakukan pada dua kelompok pelanggan, pelanggan yang mempersepsikan kegagalan adalah tanggung jawab mereka serta yang mempersepsikan kegagalan adalah tanggungjawab online shopping website. Penelitian ini menggunakan metode kuantitatif dengan melakukan survei pada konteks jasa online shopping. Data dikumpulkan dengan menggunakan kuesioner pada 200 responden, diambil dengan metode mall intercept. Metode analisis yang digunakan adalah partial least squares structural equation modeling. Temuan - Hasil penelitian menjelaskan bahwa self-service technology setelah terjadi kegagalan dan pemulihan nya mempengaruhi pengalaman dan kepuasan pelanggan. Kemudian, pengalaman pelanggan mempengaruhi kepuasan berbelanja online dan kepuasan berbelanja online mempengaruhi intensi untuk membeli kembali. Implikasi - Hasil penelitian berimplikasi pada perusahaan yang membuka website belanja online untuk membangun strategi pemulihan dari kegagalan, meningkatkan kualitas dari self-service technology dan meningkatkan kualitas dari pengalaman pelanggan. Orisinalitas/Nilai - Penelitian ini menggunakan expectation confirmation theory dan attribution theory pada efek dari self-service technology setelah terjadi kegagalan dan pemulihan nya pada dua kelompok pelanggan, dimana dasar dari atribusi yang dilakukan adalah locus of failure responsibility.

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Purpose - The purpose of this study is to examine the effect of self-service technology quality after failure and its recovery on online shopping experience, satisfaction, and repurchase intention. Design/Methodology/Approach - This study involves two customer groups, a group who perceives the failure to be their own responsibility and the online shopping website responsibility. This study uses quantitative methods through surveys in the context of online shopping services. The research data were collected by self-administered questionnaires, which involved 200 respondents, taken with mall intercept method. The analytical method used is a model of partial least squares structural equation modeling. Findings - The key findings of this research is self-service technology quality after failure and self-service technology recovery influence the online shopping experience and its satisfaction. Other findings are online shopping experience effect online shopping satisfaction, and online shopping satisfaction influence on its repurchase intention. Practical implications - The findings of this research have implications for online shopping website companies such as to develop a service failure recovery strategy, to improve the quality of self-service technology and customer experience. Originality/Value - This study used expectation confirmation theory and attribution theory on the effect of self-service technology quality after failure and its recovery on two customer group, which based on attribution of the locus of failure responsibility.

Abstrak :
Salah satu produk yang paling banyak dibeli melalui e-commerce Indonesia adalah apparel, khususnya bagi Generasi Z dan Milenial. Dengan persaingan e-commerce Indonesia yang ketat dan biaya yang diperlukan untuk menarik pelanggan baru lebih besar dibanding mempertahankan pelanggan yang sudah ada, perusahaan-perusahaan e-commerce memerlukan cara untuk menjaga atau meningkatkan customer loyalty. Maka dari itu, penelitian ini menginvestigasi pengaruh online shopping experience produk apparel melalui dimensi website experience, product experience, service experience, brand experience, dan emotional experience terhadap customer loyalty Generasi Z dan Milenial pada e-commerce Indonesia. Penelitian dilaksanakan melalui survey terhadap 179 responden Generasi Z/Milenial pelanggan produk apparel di e-commerce Indonesia. Penelitian ini dilaksanakan dengan uji regresi linear berganda menggunakan IBM SPSS Statistics 24 dan menunjukkan hasil bahwa product experience dan emotional experience memiliki pengaruh positif yang signifikan terhadap customer loyalty. Sementara itu, website experience, service experience, dan brand experience tidak memiliki pengaruh positif yang signifikan terhadap customer loyalty. Berdasarkan hasil tersebut, penelitian ini dapat membantu manajer pemasaran perusahaan e-commerce Indonesia dalam mengalokasikan sumber daya agar dapat menjaga/meningkatkan customer loyalty pelanggan produk apparel dari Generasi Z dan Milenial. ......One of the most purchased products through Indonesian e-commerce is apparel, especially for Generation Z and Millennials. With Indonesia's e-commerce fierce competition and the costs required to attract new customers being greater than retaining existing customers, e-commerce companies need ways to maintain /increase customer loyalty. Therefore, this research investigates the influence of the online shopping experience for clothing products through the dimensions of website experience, product experience, service experience, brand experience and emotional experience towards the loyalty of Generation Z and Millennial customers in Indonesian e-commerce. The research was conducted through a survey of 179 Generation Z/Millennial respondents, customers of apparel products in Indonesian e-commerce. This research was carried out using multiple linear regression tests using IBM SPSS Statistics 24 and showed the results that product experience and emotional experience have a significant positive influence on customer loyalty. Meanwhile, website experience, service experience, and brand experience do not have a significant positive influence on customer loyalty. Based on these results, this research can help marketing managers of Indonesian e-commerce companies in allocating resources to maintain/increase customer loyalty for apparel product customers from Generation Z and Millennials.

Abstrak :
ABSTRAK
Meningkatnya minat masyarakat untuk berbelanja online serta ketatnya persaingan usaha pada industry e-commerce mendorong pelaku usaha untuk dapat bersaing dalam membangun hubungan jangka panjang serta loyalitas dengan pelanggan mereka. Penelitian kuantitatif ini bertujuan untuk melihat pengaruh dari website quality terhadap online loyalty yang dimediasi oleh perceived velue of consumer/seller relationship dan dimoderasi oleh online shopping experience. Pengambilan sampel penelitian sebanyak 179 sampel dan melakukan analisis pengolahan data menggunakan Partial Least Square PLS . Hasil penelitian ini menunjukkan bahwa website quality pada situs Zalora Indonesia yang diukur melalui tiga dimensi, yaitu information quality, system quality dan e-service quality memiliki pengaruh positif yang signifikan terhadap perceived value of consumer/seler relationship; perceived value of consumer/seler relationship memiliki pengaruh positif yang signifikan terhadap online loyalty dan online shopping experience tidak memoderasi hubungan antara website quality pada situs Zalora Indonesia dengan perceived value of consumer/seller relationship.

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ABSTRACT
The increased public interest in online shopping and higher competition in the e commerce industry has encouraged companies to compete in building long term relationships and loyalty with their customers. The purpose of this quantitative research is to investigate the effect of website quality on online loyalty mediated by perceived value of consumer seller relationship and moderated by online shopping experience. This study collected data from 179 samples and the data is analyzed using partial Least Square PLS method. The results of this study demonstrate that the quality of Zalora Indonesia Online Shopping Website, which is measured by three dimensions, namely information quality, system quality and e service quality, has a significant positive effect on the perceived value of consumer seller relationship perceived value of consumer seller relationship has a significant positive effect on online loyalty and online shopping experience does not exert a moderating effect on the relationship between Zalora Indonesia website quality and the perceived value of consumer seller relationship.

Abstrak :
The online shopping experience has been transformed by augmented reality (AR), which offers consumers immersive and interactive methods of interacting with products. This research investigates the impact of AR on consumer purchase decisions as part of L'Oréal's marketing strategy on Shopee Indonesia. As Indonesia's beauty industry expands rapidly, driven by technological advancements and shifting consumer preferences, augmented reality has emerged as a critical tool for improving the e-commerce experience. This study examines the impact of the vividness and interactivity of AR features on the cognitive and behavioral control of consumers, which in turn affects their purchase intentions. The research objectives involve the evaluation of the direct effects of AR vividness and interactivity on purchase intentions, as well as the the mediating roles of behavioral and cognitive control in these relationships. Data were collected from 213 respondents using structured questionnaires a quantitative approach. The results suggest that AR vividness directly enhances purchase intentions, whereas interactivity influences purchase intentions through improved cognitive control. These insights have significant implications for digital marketing strategies in the beauty industry, emphasizing the necessity of incorporating AR to create realistic and engaging online shopping experiences. ......Pengalaman belanja online telah diubah oleh augmented reality (AR), yang menawarkan konsumen metode yang imersif dan interaktif untuk berinteraksi dengan produk. Penelitian ini menyelidiki dampak AR terhadap keputusan pembelian konsumen sebagai bagian dari strategi pemasaran L'Oréal di Shopee Indonesia. Seiring dengan pesatnya perkembangan industri kecantikan di Indonesia yang didorong oleh kemajuan teknologi dan perubahan preferensi konsumen, augmented reality telah muncul sebagai alat penting untuk meningkatkan pengalaman e-commerce. Studi ini memeriksa dampak kecerahan dan interaktivitas fitur AR pada kontrol kognitif dan perilaku konsumen, yang pada gilirannya memengaruhi niat pembelian mereka. Tujuan penelitian ini melibatkan evaluasi efek langsung dari kecerahan dan interaktivitas AR pada niat pembelian, serta penyelidikan peran mediasi dari kontrol perilaku dan kognitif dalam hubungan ini. Data dikumpulkan dari 213 responden menggunakan kuesioner terstruktur untuk pendekatan kuantitatif. Hasil penelitian menunjukkan bahwa kecerahan AR secara langsung meningkatkan niat pembelian, sedangkan interaktivitas memengaruhi niat pembelian melalui peningkatan kontrol kognitif. Temuan ini memiliki implikasi signifikan untuk strategi pemasaran digital dalam industri kecantikan, menekankan pentingnya menggabungkan AR untuk menciptakan pengalaman belanja online yang realistis dan menarik.

Abstrak :
Penelitian ini dilakukan dengan tujuan untuk mengetahui dan menganalisis pengaruh attitude dan trust terhadap loyalitas konsumen pada e-commerce produk pakaian pria di Lazada.co.id. Variabel dalam penelitian ini adalah online shopping experience, security protection, third party evaluation, kualitas produk, inovasi produk, kepuasan pelanggan, kepercayaan pelanggan, reputation dan loyalitas konsumen. Sampel penelitian yang digunakan ini adalah pelanggan e-commerce produk pakaian pria Lazada.co.id. sebanyak 180 orang. Jenis penelitian yang digunakan adalah deskriptif kuantitatif, menggunakan metode Analisis SEM Structural Equation Model dengan program AMOS. Hasil penelitian menunjukkan bahwa online shopping experience berpengaruh positif terhadap kepuasan pelanggan. Online shopping experience berpengaruh positif terhadap e-trust. Security protection berpengaruh positif terhadap e-trust. Third party evaluation berpengaruh positif terhadap e-trust. Kualitas produk berpengaruh positif terhadap kepuasan pelanggan. Inovasi produk berpengaruh positif terhadap kepuasan pelanggan. Kepuasan pelanggan berpengaruh positif terhadap e-trust. Kepuasan pelanggan berpengaruh positif terhadap reputation. E-trust berpengaruh positif terhadap loyalitas pelanggan. Reputation berpengaruh positif terhadap loyalitas pelanggan pada e-commerce produk pakaian pria di Lazada.co.id. ......This study was conducted with the aim to know and analyze the influence of attitude and trust on consumer loyalty on e commerce products men 39 s clothing at Lazada.co.id. Variables in this study are online shopping experience, security protection, third party evaluation, product quality, product innovation, customer satisfaction, customer trust, reputation and customer loyalty. The sample of this research used is e commerce customer of Lazada.co.id menswear products. as many as 180 people. The type of research used is descriptive quantitative, using SEM Structural Equation Model with AMOS program. The results showed that online shopping experience has a positive effect on customer satisfaction. Online shopping experience positively affects e trust. Security protection has a positive effect on e trust. Third party evaluation has a positive effect on e trust. Product quality positively affects customer satisfaction. Product innovation has a positive effect on customer satisfaction. Product innovation has a positive effect on customer satisfaction. Customer satisfaction positively affects e trust. Customer satisfaction has a positive effect on reputation. E trust has a positive effect on customer loyalty. Reputation positively affects customer loyalty in e commerce of menswear products at Lazada.co.id.

Abstrak :
Dalam beberapa tahun terakhir, terdapat bukti meningkatnya jumlah konsumen yang memilih untuk melakukan transaksi melalui platform ritel e-commerce. Seiring dengan meningkatnya tingkat penetrasi dan kemajuan e-commerce di Indonesia, para pemain e-commerce diharuskan untuk menyusun strategi terbaik mereka memenuhi kebutuhan konsumen yang terus berkembang. Gamifikasi adalah salah satu dari beberapa taktik yang memperoleh popularitas dalam e-commerce karena menawarkan lebih banyak fungsi sosial, pengalaman belanja yang dipersonalisasi, dan akses yang lebih mudah ke berbagai produk. Penerapan komponen bermain dan sosial mengurangi upaya kognitif konsumen, menunjukkan posisi atau keuntungan bagi pemain ritel untuk unggul. Penelitian ini bertujuan untuk menganalisis bagaimana Shopee sebagai e-commerceritel dapat secara optimal menyusun gamifikasinya dan beberapa motivasi intrinsik untuk memengaruhi kesenangan dan perilaku pembelian pengguna. Studi ini selanjutnya berkontribusi untuk mengisi kesenjangan penelitian dengan menambahkan indikator perilaku pembelian impulsif. Metode sampel purposive digunakan untuk berhasil mengumpulkan 204 responden, yang kemudian dianalisis menggunakan metode Partial Least Squares – Structural Equation Modeling (PLS-SEM). Temuan memvalidasi bahwa Gamification dan motivasi intrinsik ditemukan secara positif mempengaruhi dan memotivasi pelanggan untuk meningkatkan Shopping Engagement mereka. Socialness dan Shopping Enjoyment ditemukan secara positif mempengaruhi perilaku Impulsive Buying Behaviour. Shopping Engagement secara positif mempengaruhi niat untuk Intention to Buy Using a Mobile App. Selain itu, Previous Online Shopping Experience secara positif memengaruhi niat untuk Intention to Buy Using a Mobile App. Terakhir, Previous Online Shopping Experience secara negatif memoderasi hubungan antara Shopping Engagement dengan Intention to Buy Using a Mobile App ......We have noticed how e-commerce retailing has progressively gained acceptance in recent years, with a rising number of consumers opting to make transactions through this platform. In light of the emerging internet penetration rate and the advancement of e-commerce in Indonesia, the e-commerce players are being compelled to structure their best strategies for engaging tech-savvy consumers and satisfying their constantly evolving habits. Gamification is one of several tactics that is gaining popularity in e-commerce since it may offer more social functionalities, a personalised shopping experience, and easier access to different products. The implementation of gamified, playful, and social components diminishes the cognitive efforts of consumers, indicating this might be a favourable position or advantage for the retailers to excel. This study aims to analyse how Shopee as retail e-commerce can optimally structure its gamification and several intrinsic motivations to stimulate users’ enjoyment and purchasing behaviour. This study further contributes to filling the research gap by adding the indicator of impulsive buying behaviour. Purposive sampling methods were used to successfully compile 204 respondents, who were then analysed using the Partial Least Squares – Structural Equation Modelling method (PLS-SEM). The findings validated that gamification and intrinsic motivations are found to positively influence and motivate customers to increase their shopping engagement. Socialness and shopping enjoyment are found to positively influence individuals’ impulsive buying behaviour. Whereby, shopping engagement positively influences the intention to buy using a mobile app. Additionally, previous online shopping experience positively influences the intention to buy using a mobile app. Finally, previous online shopping experiences negatively moderate the relationship between shopping engagement on intention to buy using a mobile app.