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"Tujuan dari penelitian ini adalah untuk mengidentifikasi hubungan antara Islamic service quality, Muslim Customer Perceived Value (MCPV), customer satisfaction, dan repurchase intention pada hotel syariah di Bandung. Sebanyak 255 sampel diperoleh dari tamu yang pernah menginap di Hotel Syariah di Bandung digunakan dalam penelitian ini. Hotel tersebut diantaranya adalah Orange Home Syariah, Narapati Syariah Hotel, Cottage Daarul Jannah, Daarul Mutmainah dan MQ Guest House.Metode yang digunakan dalam penelitian ini adalah metode SEM. Pengukuran dalam penelitian ini menggunakan konsep baru yang diajukan Gayatri (2013) dalam mengukur variabel service quality dan Muslim Customer Perceived Value (MCPV) yang diajukan Eid dan Gohary (2015) dalam mengukur variabel perceived value. Hasil penelitian menunjukan terdapat pengaruh yang positip dan signifikan antara Islamic service quality dan Muslim Customer Perceived Value terhadap customer satisfaction. Hasil penelitian juga menunjukan terdapat pengaruh signifikan antara customer satisfaction terhadap repurchase intention. Penelitian ini juga menemukan pengaruh tidak langsung antara variabel Islamic service quality terhadap repurchase intention melalui customer satisfaction.

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The purpose of this study was to identify the relationship between Islamic service quality, Muslim Customer Perceived Value (MCPV), customer satisfaction, and repurchase intention on sharia hotels in Bandung. A total of 255 samples were obtained from guests who stayed at the hotel in Bandung Sharia used in this study. The hotel include Orange Home Sharia, Sharia Narapati Hotel, Cottage Daarul Jannah, Daarul Mutmainah and MQ Guest House.

The method used in this research is Structural Equation Model. The measurements in this study was using a new concept proposed by Gayatri (2013) to measure the variables of service quality and Muslims Customer Perceived Value (MCPV) from Eid and Gohary (2015) to measure the perceived value variables.

The results showed a significant influence of Islamic Muslim service quality and Customer Perceived Value to customer satisfaction. The results also revealed that there was a significant effect of customer satisfaction on repurchase intention. The study also found indirect influence of Islamic variable service quality on customer satisfaction through repurchase intention."

"Beberapa faktor yang mempengaruhi behavioral intention dari penumpang maskapai penerbangan domestik, yang terdiri dari service quality, perceived value, perceived image, satisfaction, dan customer engagement. Penelitian ini bertujuan untuk melakukan analisis terhadap behavioral intention dari penumpang maskapai penerbangan komersial domestik yang dipengaruhi oleh service quality yang ditawarkan oleh maskapai penerbangan komersial domestik, perceived value pelanggan terhadap layanan dari maskapai penerbangan komersial domestik, perceived image dari maskapai penerbangan komersial domestik, satisfaction yang ditawarkan oleh maskapai penerbangan komersial domestik, serta customer engagement yang dilakukan dan dirasakan oleh pelanggan maskapai penerbangan komersial domestik. Sebanyak 355 responden diperoleh melalui kuesioner online. Hipotesis kemudian diuji melalui metode structural equation modelling (SEM).Hasil empiris menunjukkan bahwa service quality memiliki pengaruh positif terhadap perceived image, satisfaction, dan perceived value. Satisfaction memiliki pengaruh positif terhadap customer engagement. Perceived value memiliki pengaruh positif terhadap customer engagement. Customer engagement, satisfaction, dan perceived image memiliki pengaruh yang positif terhadap behavioral intention. Hasil penelitian ini juga menunjukkan bahwa perceived image tidak memiliki pengaruh yang positif terhadap perceived value dan customer engagement, kemudian perceived value tidak memiliki pengaruh yang positif terhadap behavioral intention.

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There are some factors that influence behavioral intention of domestic commercial airline passengers, which consist of service quality, perceived value, perceived image, satisfaction, and customer engagement. This study aims to analyze the behavioral intention of domestic commercial airline passengers affected by the service quality offered by domestic commercial airlines, the perceived value of customers to services from domestic commercial airlines, perceived image of domestic commercial airlines, satisfaction offered by domestic commercial airlines, and customer engagement carried out and felt by domestic commercial airline passengers. A total of 355 respondents were obtained through an online questionnaire. The hypothesis is then tested through the method of structural equation modeling (SEM).

Empirical results show that service quality has a positive influence on perceived image, satisfaction, and perceived value. Satisfaction has a positive influence on customer engagement. Perceived value has a positive influence on customer engagement. Customer engagement, satisfaction, and perceived image have a positive influence on behavioral intention. The results of this study also show that perceived image does not have a positive influence on perceived value and customer engagement, then perceived value does not have a positive influence on behavioral intention."

"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."

"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."

"Kompetisi dan tantangan pada industri penerbangan semakin ketat, salah satunya akibat semakin banyaknya bermunculan maskapai dengan konsep Low Cost Carrier (LCC) dan kebijakan Open Sky Policy ASEAN pada 2015. Oleh karena itu, tentu sangat perlu bagi maskapai untuk mempelajari hal-hal yang mempengaruhi pelanggannya dalam melakukan pembelian. Melalui metode SEM (Structural Equation Modeling), penelitian ini membahas pengaruh Perceived Quality, dengan variabel mediasi Perceived Equity, Perceived Value, Customer Satisfaction, Expected Switching Cost, & Brand Preference terhadap Repurchase Intention pelanggan maskapai Garuda Indonesia yang beroperasi dengan konsep Full Service Carrier (FSC). Hasil penelitian ini menunjukkan Brand Preference memiliki efek positif secara langsung atas Repurchase Intention, Expected Switching Cost memiliki efek positif secara langsung terhadap Brand Preference, Customer Satisfaction tidak berpengaruh secara langsung terhadap Brand Preference namun berpengaruh terhadap Expected Switching Cost, Perceived Value tidak berpengaruh terhadap Brand Preference namun berpengaruh terhadap Customer Satisafaction, Perceived Equity tidak berpengaruh baik terhadap Customer Satisfaction maupun Perceived Value, sedangkan Perceived Quality Service memiliki pengaruh positif langsung terhadap Perceived Equity Service dan Perceived Value.

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Competition and challenges in the aviation industry is getting tighter, due to the increasing number of airlines with the concept of Low Cost Carrier (LCC) and the Open Sky Policy in 2015. Therefore, it is certainly very necessary for the airlines to learn the things that influence customers in their purchasing decision. Through the method of SEM (Structural Equation Modeling), this study discusses about the influence of Perceived Quality, with mediating variables of Perceived Equity, Perceived Value, Customer Satisfaction, Switching Expected Cost, & Brand Preference towards Repurchase Intention from Garuda Indonesia airline customers that operate with the concept of Full Service Carrier (FSC).

The results of this study showed that Brand Preference has a direct positive effect on the Repurchase Intention, Expected Switching Cost has a direct positive effect on Brand Preference, Customer Satisfaction has no direct influence on Brand Preference but have influence to the Expected Switching Cost, Perceived Value has no effect on Brand Preference but have influence to Customer satisfaction, Perceived Equity has no effect either on Customer Satisfaction or Perceived Value, while Perceived Quality Service has a direct positive effect on Perceived Equity Services and Perceived Value."

"Indonesia sudah dilanda pandemi Covid-19 terhitung sejak pada bulan Maret 2020. Dahsyatnya dampak yang diberikan oleh pandemi sendiri akhirnya memberikan dampak terhadap beragam sektor industri di dunia dan juga di Indonesia salah satunya adalah industri penerbangan. Agar dapat mempertahankan dan meningkatkan loyalitas pelanggan yang sudah lama terbangun jauh sebelum pandemi Covid-19 melanda, pada akhirnya industri penerbangan, salah satunya adalah Citilink, melakukan beragam inovasi. Tujuan dari penelitian ini adalah menganalisis pengaruh Customer Engagement, Service Quality, Perceived Value, Customer Satisfaction, dan Brand Image terhadap Customer Loyalty penumpang maskapai penerbangan Citilink di Jakarta. Penelitian ini menggunakan pendekatan kuantitatif melalui metode survei berdasarkan purposive sampling terhadap populasi. Jumlah responden dalam penelitian ini adalah 100 orang yang peneliti dapatkan menggunakan questionnaire. Data yang didapatkan kemudian peneliti olah menggunakan SPSS melalui analisis statistic deskriptif dan analisis regresi sederhana. Hasil dalam penelitian ini memperlihatkan bahwa hubungan yang dimiliki dalam model penelitian signifikan dan saling memiliki pengaruh antara satu dengan yang lain.

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Indonesia has been hit by the Covid-19 pandemic since March 2020. The devastating impact of the pandemic itself has finally had an impact on various industrial sectors in the world and also in Indonesia, one of which is the aviation industry. In order to maintain and increase customer loyalty that had been built long before the Covid-19 pandemic hit, in the end the aviation industry, one of which was Citilink, made various innovations. The purpose of this study was to analyze the effect of Customer Engagement, Service Quality, Perceived Value, Customer Satisfaction, and Brand Image on Customer Loyalty of Citilink airline passengers in Jakarta. This study uses a quantitative approach through a survey method based on purposive sampling of the population. The number of respondents in this study were 100 people which the researchers obtained using a questionnaire. The data obtained were then processed using SPSS through descriptive statistical analysis and simple regression analysis. The results in this study show that the relationships in the research model are significant and mutually influence each other."

"'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 untuk mengkaji pengaruh kualitas layanan chatbot berbasis AI terhadap loyalitas pelanggan yang dirasakan, dengan mempertimbangkan peran mediasi dari perceived value, trust, dan satisfaction. Metode yang digunakan adalah survei kuantitatif dengan pengambilan sampel dari pelanggan Lazada di DKI Jakarta. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan KMO. Hasil penelitian menunjukkan bahwa kualitas layanan AI chatbot secara signifikan mempengaruhi nilai yang dirasakan dan kepuasan pelanggan, yang selanjutnya berdampak pada kepercayaan pelanggan. Nilai yang dirasakan dan kepuasan pelanggan juga berperan sebagai mediator dalam hubungan antara kualitas layanan AI chatbot dan loyalitas pelanggan. Penelitian ini memberikan wawasan penting bagi Lazada dan perusahaan e-commerce lainnya dalam mengembangkan strategi layanan pelanggan berbasis AI. Implikasi praktis dari penelitian ini termasuk pentingnya mengintegrasikan solusi AI chatbot yang efektif untuk meningkatkan pengalaman pelanggan, yang pada gilirannya dapat mendorong loyalitas pelanggan. Penelitian ini juga menyarankan arah untuk penelitian masa depan, terutama dalam mengkaji dampak jangka panjang dari teknologi AI dalam layanan pelanggan pada berbagai sektor industri.

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This study aims to examine the influence of AI-based chatbot service quality on perceived customer loyalty, taking into consideration the mediating roles of perceived value, trust, and satisfaction. The research method employed was a quantitative survey, with a sample taken from Lazada customers in DKI Jakarta. Data were collected through questionnaires and analyzed using KMO. The research results indicate that the quality of AI chatbot services significantly affects perceived value and customer satisfaction, which subsequently impacts customer trust. Perceived value and customer satisfaction also act as mediators in the relationship between AI chatbot service quality and customer loyalty. This study provides valuable insights for Lazada and other e-commerce companies in developing AI-based customer service strategies. Practical implications of this research include the importance of integrating effective AI chatbot solutions to enhance customer experiences, ultimately driving customer loyalty. The study also suggests directions for future research, especially in examining the long-term impact of AI technology in customer service across various industry sectors."

"Pembelian makanan melalui online food delivery platform belakangan ini menjadi pilihan banyak masyarakat dan penggunannya diprediksi akan terus bertumbuh beberapa tahun ke depan. Pelayanan dari pengemudi online food delivery merupakan faktor penting untuk mencapai kepuasan dari pengguna layanan. Penelitian ini bertujuan untuk meneliti pengaruh dari Service Quality, Customer Perceived Value, dan Trust yang ada pada pengemudi online food delivery service terhadap Customer Satisfaction dengan Trust juga berfungsi sebagai variabel mediasi. Penelitian ini mengambil studi kasus pada pelayanan dari pengemudi ShopeeFood, yaitu salah satu platform online food delivery di Indonesia. Desain penelitian ini menggunakan single cross-sectional secara kuantitatif dan metode pengumpulan data dilakukan dengan menggunakan judgemental sampling. Terdapat sebanyak 287 data yang diperoleh dari pengguna ShopeeFood di area Jabodetabek dan dianalisis menggunakan metode Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini menemukan bahwa Service Quality memiliki pengaruh positif terhadap Customer Satisfaction apabila dimediasi oleh Trust. Selain itu Customer Perceived Value dan Trust juga ditemukan memiliki pengaruh positif terhadap Customer Satisfaction. Penelitian ini juga menemukan bahwa Trust merupakan variabel mediasi yang memiliki dua efek sekaligus yaitu full-mediation terhadap hubungan antara Service Quality dan Customer Satisfaction dan partial-mediation terhadap hubungan antara Customer Perceived Value dan Customer Satisfaction. Penelitian ini memberikan kontribusi berupa saran manajerial untuk meningkatkan pelayanan dari para pengemudi online food delivery.

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The purchase of food through online food delivery platforms has recently become the main choice of many people and its use is predicted to continue to grow in the next few years. The service from the online food delivery personnel or driver is an important factor to achieve satisfaction from service users. This study aims to examine the effect of Service Quality, Customer Perceived Value, and Trust on online food delivery service drivers on Customer Satisfaction with Trust also functioning as a mediating variable. This research takes a case study on services from ShopeeFood drivers, which is one of the online food delivery platforms in Indonesia. The design of this study is a single cross-sectional with quantitative methods and data collection is done by judgmental sampling. There are 287 data obtained from ShopeeFood users in the Greater Jakarta area and analyzed using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method. The results of this study found that Service Quality can only have a positive effect on Customer Satisfaction if it is intervened by Trust. In addition, Customer Perceived Value and Trust were also found to have a positive effect on Customer Satisfaction. This study also found that Trust can be a mediating variable by producing two types of effects at once, namely full-mediation and partial-mediation. This study contributes managerial advice to improve the services of online food delivery drivers."