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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."

"ABSTRAKKualitas Layanan Online dalam internet banking menjadi sangat penting, karena kualitas layanan memiliki kaitan dengan kepuasan. Terkait dengan perkembangan internet banking maka IBSQ menjadi hal yang paling penting pada era teknologi . Penelitian ini mengkaji dan menguji pengaruh dimensi variabel service quality terhadap kepuasan nasabah pengguna layanan internet banking syariah kategori Bank Umum Syariah BUS di Indonesia. Berdasarkan penelitian sebelumnya, terdapat tujuh faktor kepuasan pelanggan dari dimensi service quality yang diusulkan yaitu web design, reliability, responsiveness, efficiency, fulfillment, privacy , dan security. Selain itu penelitian ini menambahkan dimensi Shariah compliance sebagai dimensi tambahan. Penelitian ini menggunakan metode Partial Least Square PLS sebagai metode analisi data, dengan jumlah sampel 184 responden. Hasil penelitian ini menunjukkan bahwa dimensi web design, reliability, efficiency, dan shariah compliance berpengaruh signifikan, sedangkan pada dimensi responsiveness, fulfillment, privacy , dan security tidak berpengaruh signifikan terhadap kepuasan nasabah.

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ABSTRACTOnline Service quality in internet banking becomes very important, because service quality has bearing on satisfaction. Related with the development of internet banking, IBSQ become the most important thing in the era of technology. This research examined and reviewed the influence of online service quality on customer satisfaction of Islamic internet banking users categories of Islamic Comersial Banks in Indonesia. Based on previous research, there are seven proposed factors of customer satisfaction from dimensions of service quality that is web design, reliability, responsiveness, efficiency, fulfillment, privacy, and security. In addition, this study adds the Shariah compliance dimension as an additional dimension. This research uses partial method of Least Square PLS as data analysis method, with sample of 184 respondents. The results show that dimensions of web design, reliability, efficiency, and shariah compliance are significant, while the responsiveness, compliance, privacy, and security dimensions are insignificant to customer satisfaction."

"Online grocery menjadi industri yang cepat pertumbuhannya sehingga sekarang menjadi potensi bisnis besar. Khususnya di Indonesia yang saat ini banyak perusahaan yang model bisnisnya menerapkan konsep online grocery. Online grocery secara luas sudah dikenal masyarakat Indonesia, tetapi masih belum diterima oleh mereka untuk penggunaan secara rutinitas. Hal ini menyebabkan beberapa perusahaan mengalami kesulitan bahkan menutup bisnisnya. Mengetahui hal tersebut, tujuan penelitian ini adalah untuk mengetahui faktor-faktor yang memengaruhi niat keberlanjutan dari masyarakat saat menggunakan aplikasi online grocery. Penelitian ini menggunakan model CB-SEM denga dasar teori yang memadukan expectation confirmation theory, service quality dan personalized product recommendation. Pengumpulan data dilakukan dengan kuesioner yang didistribusikan secara self-selection dan snowball sampling (N=285). Ditemukan bahwa personalized product recommendation dan system quality secara signifikan memengaruhi continuance intention melalui confirmation, customer satisfaction dan perceived usefulness. Disisi lain, security, privacy dan content quality tidak ditemukan pengaruh terhadap customer satisfaction yang akan memengaruhi continuance intention. Selain itu, hasil penelitian dapat memberi manfaat bagi akademisi dan praktisi dengan menghasilkan rekomendasi untuk meningkatkan continuance intention dengan mengevaluasi sistem rekomendasi serta mempertahankan service quality platform online grocery.

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Online grocery has become a fast-growing industry so now it is a big business potential. Especially in Indonesia that today many companies whose business models implement the concept of online groceries. Online Grocery is widely known to the Indonesian community, but still not accepted by them for routine use. This has caused some companies to have trouble even closing their. Knowing that, the aim of this research is to identify the factors that influence the sustainability intentions of people when using online grocery applications. The study uses the CB-SEM model on the basis of the theory that combines expectation confirmation theory, service quality and personalized product recommendation. Data collection was done using self-selection and snowball sampling (N=285) distributed questionnaires. It was found that personalized product recommendation and system quality significantly influenced continuuance intention through confirmation, customer satisfaction and perceived usefulness. In addition, research results can benefit academics and practitioners by generating recommendations to improve continuuance intention by evaluating recommendation systems as well asining service quality platform online grocery."

"ABSTRAKPerkembangan teknologi membawa kegiatan bisnis turut berkembang. Salah satu teknologi yang menjadi fenomena dan membawa banyak perubahan pada zaman globalisasi sekarang ini adalah internet. Teknologi internet pada dewasa ini banyak dimanfaatkan sebagai salah satu media untuk kegiatan bisnis. Kemunculan e-commerce atau yang dikenal juga dengan online shop merupakan salah satu dampak dari hal tersebut. Pada kegiatan bisnis dalam dunia online pihak penjual juga perlu untuk membangun dan menjaga pelayanannya. Hal tersebut tentunya dilakukan untuk memelihara konsumennya. Terlebih lagi pada dunia digital (e-commerce) konsumen dapat dengan mudah berpindah dari satu tempat ke tempat lainnya hanya dengan meng-klik saja.Tesis ini meneliti mengenai penengaruh dari pelayanan elektronik (e-service quality) yang terdiri dari tujuh dimensi melalui online shopping satisfaction terhadap online repurchase intention dan intention to buy at other online channel. Setelah menyusun hipotesis, data dikumpulkan dari 214 responden yang merupakan orang yang pernah berbelanja di Tokopedia sebagai objek penelitian. Data kemudian diolah dengan menggunakan SEM (Structural Equation Modeling).Hasil penelitian menunjukkan bahwa hanya dimensi efficiency pada e-service quality yang mempengaruhi kepuasan pelanggan online, selain itu kepuasan pelanggan online memiliki pengaruh pada pembelian kembali di toko online dan kepuasan pelanggan online tidak memiliki pengaruh pada intensi untuk berpindah tempat atau channel toko online lainnya (intention to buy at other online channel).

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ABSTRACT

Technological developments bring and helped business activity to develop. One technology that became a phenomenon and brought many changes in the time of globalization nowadays is the internet. Internet technologies nowadays is widely used as a medium for business activities. The emergence of e-commerce (also known as the online shop) is one of the effects of it. On the online business activities the sellers also need to build and maintain their services. It must be taken to maintain its customers. Moreover, in the digital world (e-commerce) consumers can easily move from one place to another just by clicking.

This thesis examines the effect of electronic services (e-service quality) that consists of seven dimensions through online shopping satisfaction to online repurchase intention and intention to buy at other online channel. After preparing the hypothesis, data were collected from 214 respondents who have shopped at Tokopedia as the object of the study. The data is then processed by using SEM (Structural Equation Modeling).

The results showed that the only dimension in the e-service quality that affecting online customer satisfaction is efficiency, in addition the satisfaction of online customers have an influence on the repurchase at the online store and customer online satisfaction don‟t have an influence on intention to move to other place or other online channel (intention to buy at other online channel)."

"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."

"Tujuan dari penulisan ini adalah untuk memaparkan hubungan antara kualitas pelayanan dengan kepuasan pelanggan dimana persepsi pelanggan menjadi salah satu faktor penting di dalamnya Analisis dilakukan pada kualitas pelayanan sebuah perusahaan jasa pengiriman barang JNE dalam melakukan pelayanan untuk konsumen diharapkan mampu memenuhi persepsi Fokus analisis melihat lima indikator kualitas pelayanan yang diterapkan JNE yaitu keterandalan daya tanggap jaminan empati dan fasilitas fisik pada layanan konsumennya Persepsi terhadap layanan yang mampu dipenuhi tersebut akan membawa kepada tercapainya kepuasan pelanggan.

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The purpose of this paper is to describe the relationship between service quality and customer satisfaction where the perception of the customer to be one important factor in it The analysis is about the service quality of JNE that implemented in its costumer service which is expected to meet costumer rsquo s perception Focus of the analysis is in the five indicators of service quality that applied in JNE rsquo s customer service such as reliability responsiveness assurance empathy and tangible Customer rsquo s perception of service which can be fulfilled will bring the customer satisfaction."

"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."

"This issue explains that service management is a total organizational approach that makes customer-perceived value the driving force of a business. Inside you will find models and guidelines that help move an organization toward a customer-focused orientation."

"ABSTRACTDalam industri penerbangan, pelayanan perlu diukur secara terus-menerus untuk mengetahui adanya kenaikan atau penurunan kualitas, terlebih pelayanan pada saat penerbangan berlangsung inflight service di mana pelayanan ini cenderung menjadi penilaian pelanggan terhadap keseluruhan kualitas pelayanan sebuah maskapai. Tujuan penelitian ini adalah untuk menjelaskan pengaruh antara inflight service quality terhadap loyalitas pelanggan melalui kepuasan pelanggan. Penelitian kuantitatif ini dilakukan dengan survei terhadap 162 responden yang telah menggunakan jasa Garuda Indonesia sebanyak minimal dua kali dalam kurun waktu enam bulan terakhir, sedangkan hasil survei diolah dengan menggunakan teknik analisis jalur. Hasil penelitian ini menunjukkan bahwa terdapat pengaruh antara inflight service quality terhadap loyalitas pelanggan baik secara langsung maupun tidak langsung melalui kepuasan pelanggan dengan tingkat signifikansi yang berbeda.

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ABSTRACTIn the aviation industry, service needs to be measured by the airline continuously to know if there is an increase or decrease in terms of quality, moreover the service during a flight inflight service because this kind of service tends to be the customer rsquo s evaluation for the airline rsquo s overall service. The purpose of this research is to explain the impact between inflight service quality towards customer loyalty. This qualitative research is conducted by doing a survey to 162 respondents which has flown with Garuda Indonesia at least twice in the last six months, while the result from the survey is processed by using path analysis. The result shows that inflight service quality has a direct impact towards customer loyalty and indirect impact as well through customer satisfaction with different level of signification."