Nama Lengkap :

NIM :

Kelas :

Variabel :

Poin yang
No. Harus Keterangan
Diisi
1. Jurnal No. Jurnal Nasional 1
2. Nama Mia Chairunisa (2022)
Penulis
(Tahun)
3. Judul Pengaruh E-WOM terhadap Repurchase Intention Dimediasi oleh
Jurnal Brand Image Pelembab Pond’s di Kota Bandung (Portofolio: Jurnal
Ekonomi, Bisnis, Manajemen dan Akuntansi ISSN: 1829-7188
Volume 19 No. 2 Hlm. 50-64)
4. Latar Kosmetik telah menjadi kebutuhan sehari-hari kaum wanita, salah
Belakang satunya adalah pelembab wajah. Pada tahun 2019- 2021 kategori
pelembab wajah di TBI (Top Brand Index) telah mengalami
pertumbuhan sebesar 4,6% per tahun, berbanding terbalik dengan
pelembab wajah merek Pond’s. Kondisi tersebut mengindikasikan
rendahnya repurchase intention pada pelembab wajah Pond’s.
5. Metode Penelitian ini merupakan studi klausal. Jumlah sampel penelitian ini
yang yaitu 100 responden dengan metode purposive sampling. Metode
Digunakan analisis yang digunakan diantaranya uji reliabilitas dan validitas
intrumen, uji asumsi klasik, uji regresi berganda, dan uji sobel.
6. Definisi Variabel Dependen:
Variabel E-WOM (X)
yang Kunja & GVRK (2017), mendefiniskan E-WOM sebagai semua
Diambil komunikasi informal di internet untuk konsumen yang berhubungan
dengan pemakaian atau karakteristik suatu produk atau penjualnya.
Penelitian terdahulu oleh Bataineh (2015), mengukur e-WOM dengan
tiga dimensi yaitu credibility, quality, dan quantity.

Variabel Independen:
Repurchase Intentions (Y)
Repurchase intention mengacu pada kemunginan seseorang
menggunakan kembali produk di waktu yang akan datang (Iidh Arima
et al., 2020). Balatjai (2018), mendefinisikan repurchase intention
sebagai salah satu perilaku pembelian konsumen ketika terdapat
kesesuian pada nilai suatu barang atau jasa. Tufahati et al., (2021)
mendefinisikan repurchase intention sebagai keputusan seseorang
untuk membeli ulang sebuah produk atau layanan dari merek yang
sama. Sementara itu Iidh Arima et al., (2020) mendefinisikan
repurchase intention sebagai penilaian seseorang dalam membeli
kembali sebuah produk.
 Variabel Mediasi:
Brand Image (Z)
Arif (2019), brand image merupakan persepsi juga preferensi
seseorang pada sebuah brand yang tercermin dari beragam asosiasi
merek yang ada didalam memori seseorang. Brand image juga dapat
didefinisikan sebagai keyakinan dan kesan seseorang tentang suatu
merek (Fitri, 2018).
7. Jabaran DOV (Definisi Operasional Variabel)
Variabel Indikator Item Sumber
E-WOM (X) Credibility Kepercayaan atas ulasan Bataineh
Quality Keyakinan atas ulasan (2015)
Quantity Kejujuran ulasan
Kejelasan ulasan
Kemudahan ulasan untuk
dimengerti
Ketepatan ulasan
Banyaknya ulasan yang
tersedia
Banyaknya ulasan positif
Banyaknya rekomendasi

Repurchase Keinginan membeli Ingin membeli kembali Semet et

Intentions kembali dimasa yang dimasa yang akan datang al., (2021)
(Y) akan datang Ingin merekomendasikan
Keinginan Menjadikan produk
merekomendasikan sebagai pilihan pertama
Menjadikan produk Memiliki Minat untuk
sebagai pilihan pertama selalu mencari informasi
Minat untuk selalu produk
mencari informasi
produk
Brand Image Ingatan atas kualitas Mengingat kualitas Dewi et
(Z) merek merek al., (2012)
Ingatan atas kemenarikan Mengingat kemenarikan
inovasi produk inovasi produk
Ingatan atas fungsi Mengingat fungsi produk
produk yang baik untuk yang baik untuk
kesehatan kulit kesehatan kulit
Ingatan atas kemenarikan Mengingat kemenarikan
variasi produk variasi produk
8. Hasil Penelitian ini menemukan e-WOM credibility tidak berpengaruh
Penelitian terhadap brand image, e-WOM quality tidak berpengaruh terhadap
repurchase intention, sementara itu brand image tidak dapat memediasi
hubungan seluruh dimensi e-WOM terhadap repurchase intention.
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No. Poin yang Keterangan

Harus
Diisi
1. Jurnal No. Jurnal Nasional 2
2. Nama Muhammad Saijunus dan Siti Herawati (2022)
Penulis
(Tahun)
3. Judul Pengaruh Brand Association terhadap Brand Loyalty yang dimediasi oleh
Jurnal Brand Trust Pengguna GoPay di Kabupaten Bandung Barat (Studi Ilmu
Manajemen dan Organisasi (SIMO) Vol 3, No 1, 2022, 243-259)
4. Latar Pada masa pandemi COVID-19 ini persaingan industri dompet digital
Belakang semakin kompetitif (Mahardhika, 2020). Berdasarkan laporan iPrice
(2020), GoPay dengan 58% pengguna aktif menduduki posisi pertama di
Indonesia disusul oleh OVO 29% pengguna, DANA 9% pengguna, serta
dompet digital lainya. GoPay juga memiliki organic users terbanyak di
Indonesia yaitu sebanyak 54%, diikuti oleh OVO sebanyak 29%, DANA
11%, dan dompet digital lainya (Ipsos, 2020). Walaupun GoPay memiliki
pengguna terbanyak di Indonesia (iPrice, 2020) dan juga memiliki
organic users terbanyak (Ipsos, 2020), namun frekuensi penggunaan
GoPay menurun pada dua tahun terakhir (Mahardhika, 2020). Tercatat
pada tahun 2018 lalu, frekuensi penggunaan GoPay tertinggi di Indonesia
dengan persentase 80% pengguna mengalahkan pesaingnya yaitu OVO
60% pengguna dan dompet digital lainya (DailySocial, 2018). Namun
pada tahun 2019, laporan DailySocial (2019) mengungkapkan bahwa
frekuensi penggunaan GoPay hanya 23% pengguna saja, yang dikalahkan
oleh pesaingnya yaitu OVO sebanyak 58% pengguna. Kemudian pada
tahun 2020 frekuensi penggunaan GoPay kembali mengalami penurunan
 yaitu hanya 23% pengguna dikalahkan oleh ShopeePay 26% pengguna
dan OVO 24% pengguna (DailySocial, 2020). Hal ini mengindikasi
bahwa terjadi penurunan brand loyalty terhadap dompet digital GoPay
(Mahardhika, 2020).
5. Metode Penelitian ini menggunakan pendekatan kuantitatif dengan objek GoPay.
yang Pengumpulan data menggunakan kuesioner elektronik yang telah diuji
Digunakan validitasnya dan disebarkan kepada 120 responden. Analisis data
menggunakan rumus regresi sederhana, regresi berganda, dan uji Sobel.
6. Definisi Variabel independen:
Variabel Brand Association (X)
yang Brand association diartikan sebagai segala kesan yang muncul di pikiran
Diambil seseorang terkait dengan ingatanya terhadap suatu merek (Aaker, 1997).
Sementara itu menurut Ashraf, Naeem, & Shahzadi (2017) brand
association merupakan persepsi merek atau brand dalam benak
konsumen.

Variabel dependen:
Brand Loyalty (Y)
Brand loyalty menurut Deka, Nurhajati, & Rachma (2019) yaitu wujud
perilaku pelanggan yang tidak berganti merek dan loyal terhadap suatu
merek tersebut. Sementara itu Semuel & Claranita (2020)
mengungkapkan bahwa brand loyalty yaitu sebagai sebuah keyakinan
yang konsisten oleh seorang konsumen dalam melakukan pembelian
ulang atas jasa dan produk pada waktu berikutnya dan tidak punya
keinginan untuk beralih walaupun ada pengaruh yang kuat dari usaha
pemasaran dan faktor situasional yang dapat mengakibatkan konsumen
beralih.

Variabel Mediasi:
Brand Trust (Z)
Brand trust adalah kesediaan konsumen untuk mengandalkan
kemampuan merek dalam melakukan fungsi yang dijelaskan (Chaudhuri
& Holbrook, 2001). Sementara menurut Deka, Nurhajati, & Rachma
(2019) brand trust yaitu kesediaan konsumen dalam mempercayai sebuah
merek serta semua risiko yang akan diterimanya.
7. Jabaran DOV (Definisi Operasional Variabel)
Variabel Indikator Item Sumber
Brand Tingkat kemudahan Transaksi gopay mudah Aaker (1997)
Association transaksi GoPay Promosi gopay menarik
(X) Tingkat ketertarikan Transaksi gopay aman
promosi GoPay Customer service gopay
Tingkat keamanan merespon dengan cepat
transaksi GoPay Top Up Saldo Gopay
Tingkat kecepatan mudah
customer service
GoPay
Tingkat kemudahan top
up saldo GoPay
Brand Reputasi merek GoPay Gopay memiliki reputasi Chaudhuri &
Loyalty (Y) Pemenuhan kebutuhan yang baik Holbrook
pengguna Gopay memenuhi (2001)
Pemenuhan harapan kebutuhan pengguna
 pengguna Gopay memenuhi harapan
pengguna
Brand Trust Keinginan mengatakan Pengguna memiliki Deka,
(Z) hal positif tentang keinginan mengatakan hal Nurhajati, &
GoPay positif tentang GoPay Rachma
Keinginan Pengguna memiliki (2019)
merekomendasikan keinginan
GoPay merekomendasikan
Keinginan GoPay
menggunakan kembali Pengguna memiliki
merek GoPay keinginan menggunakan
kembali merek GoPay
8. Hasil Hasil penelitian menunjukkan bahwa asosiasi merek berpengaruh positif
Penelitian dan signifikan terhadap kepercayaan merek dan loyalitas merek, dan
kepercayaan merek juga berpengaruh positif dan signifikan terhadap
loyalitas merek, dan kepercayaan merek memediasi pengaruh asosiasi
merek terhadap loyalitas merek.
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No. Poin yang Keterangan
Harus Diisi
1. Jurnal No. Jurnal Internasional
2. Nama Penulis Osagie Leslie Uwabor Ph.D (2021)
(Tahun)
3. Judul Jurnal The Effect of E-Service Quality on Online Customer
Satisfaction in Nigeria: A Study of Deposit Money Banks
(Journal of Marketing and Consumer Research Vol 82 Hlm
22-38)
4. Latar Belakang Customers are presumed to be one of the most critical
stakeholders in any business organization because, without
the customers, organizations are not likely to succeed.
Knowledge of consumer behaviour will go a long way in
ensuring effective marketing policies towards the interest of
customers which will eventually facilitate positive customer
attitude towards the organisations. More especially, since
customer behavioural intention is a strong indication of his
actual behaviour. E-service is becoming more critical for
companies to retain and attract customers. What brings online
customers back to the company’s websites is a sense of
loyalty that comes from good services offered by companies.
Effective e-service quality in banking is one of the most
important ways to keep customers coming back despite the
hurdles in the Nigeria banking sector. The strategies to
maintain customers confidence includes responding to
customers’ complaints in a thorough and timely manner and
interacting with customers through face to face meeting,
telephone, mail, fax and email. Above all, bank employees
involve themselves in some aspect of customer service.
Washburn Financial Services explain that in increased
competition, banks are required to become more and more
customer-focused. It is costly to get new customers than to
retain old customers. Keeping customers requires customer
service staff in banks to be mature and intelligent. Banking
has ceased to be an entirely armchair profession largely
directed by conservative men stripped of initiatives. In
today’s world, banking is structured by innovative
identification of the needs of the customers. Effective
customer service is the process by which an organisation
delivers its services or products in a way that allows the
customer to access them in the most efficient, fair, cost-
effective and humanly satisfying and pleasurable manner
possible. This significant contribution of the services industry
and specifically the banking sector in Nigeria warrant
investigation in order to enhance the sector’s continuous
growth which will eventually result in the better performance
 of the economy. However, it is important to note that one of
the ways through which banks can meet the expectations of
their customers who are the anchor of the banks’ business is
via the understanding of the customers’ behaviour.
5. Metode yang The study adopted quasi-experimental research design. The
Digunakan population size was drawn from the customer of quoted
deposit money banks with international authorization in
Nigeria. A sample size of 384 customers was obtained using
Krejcie and Morgan formula. A probability simple random
sampling technique was further utilized in picking the
respondents. A questionnaire of five point likert scale was
used in data collection. Frequency, percentages, bar and pie
charts were used in analysing both the demographic data of
the respondents, mean and standard deviation to answer
research questions, while Spearman rank order correlation
coefficient was employed in testing the hypotheses
formulated for the study.
6. Definisi Variabel Independen:
Variabel yang E-Service Quality (X)
Diambil Yang and Jun (2002) posit that E-service quality gained
considerable attention in the last decades due to its strong
effect on business performance in many aspects such as
profitability, lower costs, customer satisfaction and loyalty.
E-service quality is a multidimensional construct whose
measurement must gather the evaluation of the interaction
with the Website, the evaluation carried out by the customer
of the product or service received and, if any problem arises,
how the Website of the online firm handles it (Collier &
Bienstock, 2006).

Variabel Dependen:
Customer Satisfaction (Y)
Customer satisfaction has historically been identified in the
previous literature, as the critical concept in shaping loyalty
(Anderson & Mittal, 2000; Eriksson & Vaghult, 2000). It is
commonly believed that satisfied customers are more likely
to display loyalty behaviour, i.e. repeat purchase and
willingness to refer others with positive word of mouth
(Bennett & Rundle -Thiele, 2004; Schultz, 2005). The
importance of e-loyalty and esatisfaction, and the close
relationships among them have also been a critical issue in
the study of e-commerce (e.g., Park & Kim, 2003; Yang &
Peterson, 2004).
7. Jabaran DOV (Definisi Operasional Variabel)
Variabel Indikator Item Sumber
E-Service 1. Customization 1. The website of Parasuraman
Quality (X) 2. Customer the bank give et al (1985)
Support personal
 attention to the
bank’s online
customers
2. Through the e-
service platform
of the banks,
customers are
able to carry out
ebanking
activities in
ways that meets
their needs
3. Bank e-service
website usually
shows an
understanding
of the specific
needs of
customers
4. Customers are
well satisfied
with their
bank’s e-service
channels if it
allows them to
perform online
transactions
without
difficulties
5. Bank website
usually gives
personal
attention to
customers
6. Bank e-service
web enables the
firm customers
to perform
online
transactions to
meet their
needs
7. Bank e-service
website is
suitable for the
specific needs
of their
customers
 8. Bank
administrators
of our online
banking
platform tell
you exactly
when the
services will be
performed
Customer 1. Repurchase 1. Customers Schultz
Satisfaction intentions patronise a (2005)
(Y) 2. referral particular e-
service package
because it
satisfies their
needs
2. Customers are
more interested
in a bank that
satisfies their e-
service needs
than others
3. Customers
consider their
bank the first
choice
whenever they
need a
professional
banking
services
4. Customers
intend to
patronize their
preferred bank
in future
whenever the
need arises
5. Customers
always say
positive things
about the
products and
services
6. Customers
would always
recommend
their bank to
 any other
person
7. Customers
often tell their
friends and
neighbours
about the
effectiveness’
of their bank in
executing
online banking
services.
8. Customers
encourage
relatives and
friends to do
business with
their bank’
8. Hasil All the null hypotheses were rejected. The research therefore
Penelitian revealed that; a significant relationship exist between
customization and repurchase intension, customization and
referral, customer support and repurchase intention, customer
support and referral of deposits money bank in Nigeria. It was
concluded that, when the quality of e-service is improved in
deposit money banks; it increases customer satisfaction. It
was therefore recommended amongst others that, online
banking applications should be made easier for customers to
make use of. The websites should be developed to suit
individual needs; more awareness and sensitization
programmers’ should be given to customers on the need for
e-service banking. The benefits should be emphasized
continuously.
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