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"The number of Internet users in Indonesia and e-commerce sales is growing. However, Indonesia is less active in e-commerce research compared to other Asian countries, and existing studies cover limited area. The purpose of this study is identifying the impact of customer satisfaction and trust on loyalty in e-commerce and identifying the factors that influence satisfaction. The results are that information quality affects trust and that trust affects loyalty. E-commerce websites should focus on delivering trusted information on product quality, which will lead to greater customer trust, and greater trust will lead to greater loyalty to the websites"

"Penelitian ini bertujuan untuk mengidentifikasi pengaruh dan hubungan antara brand image, satisfaction, trust, lovemarks (love dan respect) serta brand loyalty untuk kosmetik halal Wardah . Sebanyak 327 data terkumpul dan dianalisis melalui aplikasi statistik SPSS dan LISREL 8.8. Hasil analisis menunjukkan bahwa pelanggan yang mencintai dan menghargai merek, secara signifikan memoderasi hubungan antara satisfaction dan brand loyalty, hal tersebut berarti bahwa lovemarks berguna untuk mengeksplorasi pengembangan yang menghasilkan brand loyalty. Kemudian juga brand image ditemukan sebagai pemicu satisfaction dan brand trust, satisfaction mempengaruhi brand trust, dan brand loyalty. Penelitian ini berkontribusi pada literatur, yang secara empiris berteori tentang pembentukan loyalitas merek di industri kosmetik halal Wardah.

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This research aimed to identify structural associations among image, satisfaction, trust, lovemarks (love and respect for a particular brand) and brand loyalty for halal cosmetic Wardah . A total of 327 pieces of data were analyzed through the SPSS and LISREL 8.8. It was found that customers’ brand love and respect significantly moderated the relationship between satisfaction and brand loyalty, suggesting that the theory of lovemarks is useful to explore the development of generating brand loyalty. It was also shown that brand image was a helpful originator of satisfaction and trust. Moreover, satisfaction affected trust, and brand loyalty. The current research contributed to the literature, empirically theorizing brand loyalty formation in the halal cosmetic Wardah."

"ABSTRAKTesis ini membahas tentang hubungan kepercayaan mitra bisnis terhadap loyalitas dalam program kemitraan. Tujuan penelitian ini adalah untuk mengetahui seberapa besar hubungan kepercayaan mitra bisnis terhadap loyalitas dalam program kemitraan. Kepercayaan dibentuk oleh tiga hal yaitu ability (kemampuan), benevolence (kebaikan hati) dan integrity (integritas). Penelitian ini menggunakan pendekatan kuantitatif. Sebanyak 46 responden dari 97 mitra bisnis di pabrik gula Pradjekan ditemui untuk pengambilan sampel dan pengisian kuesioner. Hasil penelitian menunjukan bahwa ketiga faktor yang memiliki hubungan antara kepercayaan dan loyalitas adalah faktor ability, benevolence (kebaikan hati) dan integrity (integritas).

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ABSTRACT

This thesis discusses the relationship of trust in business partner toward loyalty in partnership program. The purpose of this study is to determine how much the relationship of trust of business partner toward loyalty in partnership program. The trust is formed by three things that is ability, benevolence and integrity. This study uses a quantitative approach. As many as 46 respondents drawn from 97 business partner at Pradjekan sugarcane factory were met for sampling and questionnaires. The result of this study showed that the factors that have relationships between the trust and the loyalty are ability, benevolence and integrity."

"Penelitian ini bertujuan untuk menganalisis pengaruh dari brand experience yang berkaitan dengan brand love serta perceived quality terhadap brand loyalty konsumen. Peran brand trust sebagai moderasi juga dianalisis pada dua merek ponsel pintar yang digunakan di Indonesia, yaitu Apple dan Samsung. Untuk menguji 9 hipotesis, desain penelitian ini menggunakan pendekatan metode kuantitatif berupa cross sectional survey menggunakan kuesioner daring. Dengan teknik purposive sampling berhasil dikumpulkan 437 responden, yaitu pengguna ponsel pintar Apple dan Samsung selama minimal 6 bulan terakhir, berusia minimal 17 tahun, dan berdomisili di Indonesia. Pengolahan data menggunakan metode Structural Equation Modeling (SEM) dengan software SmartPLS, memperlihatkan 6 hipotesis terbukti signifikan. Hasil dari penelitian ini menunjukkan tidak ada pengaruh positif brand experience terhadap brand loyalty secara langsung. Namun, brand love dan perceived quality memiliki pengaruh positif terhadap brand loyalty secara langsung dan tidak langsung (mediasi). Kemudian, moderator brand trust tidak memiliki pengaruh pada hubungan brand experience dengan brand love maupun brand loyalty. Penemuan studi ini memberikan wawasan bagi perusahaan ponsel pintar agar dapat meningkatkan brand loyalty dengan memperhatikan faktor brand love dan perceived quality, khususnya di Indonesia.

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This research purpose is to analyze the effect of brand experience related to brand love and perceived quality towards brand loyalty. The role of brand trust moderation is also analyzed in two smartphone brands used in Indonesia as the object, Apple and Samsung. To test 9 hypotheses, the research design used in this study is the quantitative method through cross sectional survey with an online questionnaire. With purposive sampling technique 437 respondents gained, which are active Apple and Samsung smartphone users for the last 6 months, a minimum of 17 years old, and Indonesian domicile. Data analysis used was Structural Equation Modeling (SEM) with SmartPLS software, showed 6 hypotheses are significant. The result shows there is no significant positive effect on brand experience towards brand loyalty directly. However, there are positive effects of brand love and perceived quality towards brand loyalty both directly and indirectly (mediation). Moreover, brand trust as a moderator does not effect the variable’s relationship. This study offers valuable knowledge for smartphone companies to support their brand loyalty while focusing on brand love and perceived quality aspects, especially in Indonesia."

"ABSTRAKKeperayaan dan inovasi diidentifikasi sebagai predictor pada kinerja dalamhubungan bisnis. Penelitian ini bertujuan untuk mengetahui dampak Trust danInnovativeness terhadap Kinerja Supply Chain khususnya perusahaan manufakturyang berada di sepanjangJalan Raya Bogor. Responden dalam penelitian iniadalah 49 perusahaan manufaktur yang berada di sepanjang Jalan Raya Bogor.Analisa yang digunakan adalah uji regresi berganda dengan menggunakan SPSS19.0. Hasil penelitian menyatakan bahwa trust memiliki pengaruh terhadapkinerja supply chain dan innovativeness jua memiliki pengaruh terhadap kinerjasupply chain.

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ABSTRACTTrust and innovativeness is identified as a significant predictor of positive performance in business relationships This study aims to determine the impact of the Trust and Trust and innovativeness is identified as a significant predictor of positiveperformance in business relationships.This study aims to determine the impact ofthe Trust and Innovativeness on Performance of Supply Chain particularlymanufacturing companies located along Jalan Raya Bogor. Respondents in thisstudy were 49 manufacturing companies located along Jalan Raya Bogor. Thestudy states that the trust has no effect on the performance of the supply chain butinnovativeness has an influence on supply chain performance."

"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.

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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."

"Tesis ini membahas tentang faktor-faktor yang mempengaruhi loyalitas di Industri suplier alat berat, di tengah persaingan industri suplier alat berat yang semakin ketat. Penelitian ini adalah penilitian kuantitatif dengan pengolahan data primer menggunakan metode SEM. Penelitian ini menggunakan PT Traktor Nusantara sebagai studi kasus. Hasil penelitian ini menjelaskan bahwa customer experience dan transaction cost terbukti berpengaruh terhadap loyalitas perusahaan pelanggan, dimana hal ini bermanfaat untuk pemilihan strategi PT Traktor Nusantara.Hasil uji hipotesis penelitian menjelaskan variabel antecedent yang dapat mempengaruhi loyalitas adalah customer experience, transaction cost, dengan mediasi trust. Kedua variabel tersebut juga penting dalam menciptakan relationship satisfaction.

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This thesis discusses the factors that influence supplier loyalty in the heavy equipment industry, amid heavy equipment supplier industry competition increasingly fierce. This research is a quantitative penilitian primary data processing using SEM. This study uses PT Traktor Nusantara as a case study. Results of this study explained that the customer experience and proven transaction costs affect the company's customer loyalty, where it is beneficial for the election strategy of PT Traktor Nusantara.

The result of the research hypothesis to explain the antecedent variables that can affect loyalty is customer experience, transaction costs, with the mediation of trust. Both of these variables are also important in creating a relationship satisfaction."

"ABSTRACTPenelitian ini bertujuan untuk mengetahui dampak dari kepuasan pelanggan terhadap loyalitas pelanggan yang hubungan antara keduanya dimoderasi oleh faktor tingkat individu konsumen berupa ukuran pembelian, inersia, dan motivasi kenyamanan, serta dari faktor tingkat bisnis perusahaan berupa kepercayaan dan nilai yang diberikan perusahaan. Sampel terdiri dari 100 pelanggan e-commerce Tokopedia, yang berdomisili di wilayah Jakarta Selatan, serta yang memenuhi kriteria pelanggan yang loyal yaitu sudah bertransaksi lebih dari 3 kali dalam 1 bulan terakhir atau selama bulan November. Penelitian ini menggunakan pendekatan kuantitatif dengan penyebaran kuesioner secara online yang dianalisis menggunakan statistik deskriptif, analisi regresi sederhana, juga analisis regresi berganda. Temuan dari penelitian ini menunjukkan bahwa e-satisfaction secara positif memiliki dampak kepada e-loyalty. Pada penelitian ini juga ditemukan bahwa dari segi Business Level Factors hanya variabel kepercayaan yang berperan sebagai variabel moderasi untuk memperkuat hubungan antara e-satisfaction dengan e-loyalty. Sedangkan dari segi Individual Level Factors, ditemukan hanya variabel Inersia yang memoderasi hubungan e-satisfaction dengan e-loyalty.

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ABSTRACTThis study aims to determine the impact of customer e-satisfaction on customer e-loyalty, and to indicate either the relationship between those two is moderated by individual level Factors of consumers in the form of purchase size, inertia, and convenience motivation, as well as from the company's business level factors in the form of trust and perceived value. The sample consists of 100 Tokopedia e-commerce customers, who are domiciled in South Jakarta area, and who meet the criteria of loyal customers, those who have transacted more than 3 times in the last 1 month or during November. This study uses a quantitative approach by distributing online questionnaires and being analyzed by using descriptive statistics, simple regression analysis, as well as multiple regression analysis. The findings of this study indicate that customer satisfaction positively has an impact on customer loyalty. However, for other Factors, it was also found that in terms of Business Level Factors only trust variables act as moderating variables to strengthen the relationship between e-satisfaction and e-loyalty. While in terms of Individual Level Factors, it was found that only Inertia variables moderated the relationship of e-satisfaction with e-loyalty."

"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."