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"Dalam beberapa tahun terakhir, bank digital telah melakukan ekspansi besar-besaran untuk mendorong nasabah menyimpan dan mengelola asetnya secara digital. Penelitian ini bertujuan untuk menganalisis pengaruh faktor-faktor pengalaman konsumen seperti kegunaan, kenyamanan, keterlibatan karyawan-konsumen, keamanan, dan fitur terhadap intensi menggunakan kembali dan pengaruh kepuasan konsumen dalam memediasi hubungan keduanya. Survei dilakukan dengan menggunakan kuesioner yang dibagikan kepada 309 nasabah bank Jago. Selanjutnya, pemodelan persamaan struktural (SEM) digunakan untuk menguji hipotesis dan pengaruh mediasi kepuasan konsumen. Hasil penelitian menunjukkan bahwa seluruh faktor dari pengalaman konsumen memiliki pengaruh terhadap intensi penggunaan kembali. Sehingga, kepuasan konsumen memediasi sebagian hubungan pengalaman konsumen dan intensi penggunaan kembali. Kajian ini berkontribusi pada pembentukan keinginan nasabah untuk menggunakan kembali bank digital dan memberikan pengetahuan bagi para praktisi untuk mengembangkan bank dan strategi pengelolaan nasabah.

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In recent years, digital banks have carried out massive expansions to encourage customers to save and manage their assets digitally. This study aimed to analyze the impact of customer experience factors such as usefulness, convenience, employeecustomer engagement, security, and feature on the intention to reuse and the influence of consumer satisfaction in mediating the relationship between consumer experience and intention to reuse. A survey was conducted using a questionnaire distributed to 309 Bank Jago’s customers. Furthermore, structural equation modelling (SEM) was used to test the hypotheses and the mediation effect of customer satisfaction. The results showed that all factors of customer experience are directly affected intention to reuse. Thus, consumer satisfaction partially mediated the relationship between consumer experience and intention to reuse. This study contributes to the formation of customers’ desire to reuse digital banks and provides knowledge for the practitioners to develop bank and customer management strategies."

"Penelitian ini membahas mengenai attitude konsumen untuk menggunakan kembali atau intention to reuse M-wallet dengan melihat dari persepsi risiko atau perceived risk yang meliputi perceived financial risk, perceived privacy risk, perceived performance risk, perceived psychological risk, dan perceived time risk saat melakukan transaksi di e-commerce. Pengumpulan data dilakukan melalui survei kepada 437 responden dari masyarakat di wilayah Indonesia dengan usia diatas 17 tahun. Metode penyebaran kuesioner dilakukan secara online menggunakan Google Form, analisis data menggunakan Structural Equation Modelling (SEM) dengan software LISREL 8.80 dan uji mediasi menggunakan SPSS AMOS 22. Hasil penelitian ini menunjukkan bahwa hubungan antara perceived privacy dan attitude terhadap penggunaan m-wallet signifikan dan memiliki hubungan negatif. Sementara, dimensi perceived risk lain seperti (perceived financial risk, perceived performance risk, perceived psychological risk, dan perceived time risk) ditemukan tidak memiliki hubungan signifikan dengan attitude terhadap penggunaan m-wallet. Kemudian, attitude ditemukan memiliki pengaruh signifikan dan positif terhadap intention to reuse m-wallet serta attitude terbukti menjadi full mediator yang menghubungkan antara perceived privacy risk dan intention to reuse.

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This study discusses consumer attitudes toward reusing m-wallets by looking at perceived risk, which includes perceived financial risk, perceived privacy risk, perceived performance risk, perceived psychological risk, and perceived time risk when doing transactions in e-commerce. The data was collected through a survey of 437 respondents from Indonesian society, with an average age of over 17 years. The method of distributing questionnaires online using Google Form, data analysis using Structural Equation Modeling (SEM) with LISREL 8.80 and mediation analysis using SPSS AMOS 22. The results of this study indicate that the relationship between perceived privacy risk and attitude towards using m-wallet is significant and has a negative relationship. Meanwhile, other dimensions of perceived risk, such as perceived financial risk, perceived performance risk, perceived psychological risk, and perceived time risk, were found not to have a significant relationship with attitudes towards using m-wallets. Then, it was discovered that attitude has a significant and positive effect on the intention to reuse m-wallet, and attitude proved to be a full mediator that links perceived privacy risk and the intention to reuse."

"Penelitian ini bertujuan untuk meneliti apakah faktor-faktor e-commerce system success model, antara lain information quality, system quality, service quality, savings, entertainment, parasocial interaction, perceived value dan user satisfaction memiliki pengaruh terhadap intention to reuse. Penelitian ini menggunakan analisis deskriptif dengan menggunakan metode pengumpulan data dengan Google Form yang dilakukan pada 145 responden yang memenuhi kriteria yang telah ditentukan. Pengolahan data kemudian dilakukan menggunakan software Smart PLS 3.0. Hasil penelitian ini menunjukkan bahwa information quality, system quality dan service quality tidak memiliki pengaruh yang signifikan terhadap intention to reuse melalui perceived value dan user satisfaction. Savings memiliki pengaruh yang signifikan terhadap perceived value, namun tidak terhadap user satisfaction. Entertainment memiliki pengaruh yang signifikan terhadap perceived value dan user satisfaction. Parasocial interaction tidak memiliki pengaruh yang signifikan terhadap perceived value, namun berpengaruh terhadap user satisfaction. Perceived value memiliki pengaruh yang signifikan terhadap user satisfaction. Dan user satisfaction memiliki pengaruh yang signifikan terhadap intention to reuse.

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This study aims to examine whether e-commerce system success model factors, which are information quality, system quality, service quality, savings, entertainment, parasocial interaction, perceived value and user satisfaction have a role in the influence of intention to reuse. This study uses descriptive analysis using data collection methods with Google Form which was conducted on 145 respondents who met the predetermined criteria. Data processing is then carried out using SmartPLS 3.0. The results of this study indicate information quality, system quality and service quality doesn’t have significant effect on intention to reuse through perceived value and user satisfaction. Savings has significant influence on perceived value, but doesn’t have significant influence on user satisfaction. Entertainment has significant influence on perceived value and user satisfaction. Parasocial interaction doesn’t have significant influence on perceived value, but influence user satisfaction. Perceived value has significant influence on user satisfaction. And user satisfaction has significant influence on intention to reuse."

"Tesis ini menyelidiki dampak atribut layanan dari aplikasi pengiriman makanan (FDA) terhadap kepuasan pelanggan dan respons perilaku mereka selanjutnya. Studi ini berfokus pada delapan atribut utama: pengalaman pengiriman, manfaat khusus, kemudahan penggunaan, ulasan, kebersihan makanan, pengiriman makanan, penghematan waktu, dan keamanan. Tujuannya adalah untuk memahami bagaimana atribut-atribut ini mempengaruhi kepuasan pelanggan dan dua hasil perilaku: niat untuk menggunakan kembali aplikasi dan advokasi. Survei dilakukan terhadap 300 pengguna FDA di Indonesia, dan data dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM). Temuan mengungkapkan bahwa semua delapan atribut layanan secara positif mempengaruhi kepuasan pelanggan. Selain itu, kepuasan pelanggan secara signifikan mempengaruhi baik niat untuk menggunakan kembali aplikasi maupun advokasi. Hasil ini memberikan wawasan berharga bagi penyedia FDA untuk meningkatkan kepuasan pelanggan dan mendorong respons perilaku yang menguntungkan. Studi ini membahas implikasi teoretis dan manajerial, menyoroti pentingnya fokus pada atribut layanan utama untuk meningkatkan pengalaman pelanggan. Penelitian ini juga membahas keterbatasan penelitian dan menyarankan arah untuk studi masa depan, menekankan perlunya eksplorasi lebih lanjut tentang faktor demografis dan dampaknya terhadap perilaku pelanggan dalam konteks aplikasi pengiriman makanan. Penelitian ini berkontribusi pada pemahaman yang lebih dalam tentang dinamika antara atribut layanan, kepuasan pelanggan, dan respons perilaku, menawarkan rekomendasi praktis bagi pemangku kepentingan industri untuk mengoptimalkan penawaran layanan mereka dan mendorong loyalitas pelanggan.

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This thesis investigates the impact of service attributes of food delivery applications (FDAs) on customer satisfaction and their subsequent behavioral responses. The study focuses on eight key attributes: delivery experience, special benefits, ease of use, reviews, food hygiene, food delivery, time-saving, and security. It aims to understand how these attributes influence customer satisfaction and two behavioral outcomes: the intention to reuse the application and advocacy. A survey was conducted with 300 FDA users in Indonesia, and the data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that all eight service attributes positively affect customer satisfaction. Furthermore, customer satisfaction significantly influences both the intention to reuse the application and advocacy. These results provide valuable insights for FDA providers to enhance customer satisfaction and encourage favorable behavioral responses. The study discusses theoretical and managerial implications, highlighting the importance of focusing on key service attributes to improve customer experiences. It also addresses the limitations of the research and suggests directions for future studies, emphasizing the need for further exploration of demographic factors and their impact on customer behavior in the context of food delivery applications. This research contributes to a deeper understanding of the dynamics between service attributes, customer satisfaction, and behavioral responses, offering practical recommendations for industry stakeholders to optimize their service offerings and foster customer loyalty."

"Penelitian dilakukan untuk mengetahui apakah variabel yang mempengaruhi customer intention to reuse online food delivery (OFD) pada saat pandemi Covid-19. Peneliti menggunakan kuesioner dengan non-probability sampling dimana persyaratan responden adalah telah menggunakan aplikasi online untuk memesan makanan dan/atau minuman dalam kurun waktu 6 bulan terakhir. Dari data 241 responden dapat diambil kesimpulan bahwa lima variabel (perceived usefulness, perceived ease of use, price saving benefits, time saving benefits, dan perceived severity) terbukti berpengaruh secara positif kecuali variabel food safety risk perception dan perceived vulnerability. Pada aplikasi Gofood dan Grabfood terdapat perbedaan variabel price saving benefit, food safety risk perception, dan customer intention to reuse OFD.

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This research was conducted to determine whether the variables that influence customer intention to reuse Online Food Delivery (OFD) during the Covid-19 pandemic. Researchers used a questionnaire with non-probability sampling that required respondent to have used an online application to order food and/or drinks within the last 6 months. From the data of 241 respondents, it can be concluded that five variables (perceived usefulness, perceived ease of use, price saving benefits, time saving benefits, and perceived severity) proved to have a positive effect, except for the food safety risk perception and perceived vulnerability variables. In Gofood and Grabfood applications, there are differences in the variables of price saving benefit, food safety risk perception, and customer intention to reuse OFD.

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