Recently, the importance of service quality in various industries has gained much attention. Along with the development of technology, firms offer self-service technology to serve customers and create customer satisfaction. This aims to achieve positive behavioral intention, which could potentially become behavioral loyalty. This study aims to analyze how SST-Servqual affects customer satisfaction, behavioral intention, and behavioral loyalty mediated by corporate reputation in the Indonesian public service sector. We collected data from 400 self-service technology users through an online survey. To answer all hypotheses, we use Structural Equation Modeling with Lisrel 8.71. The results prove that SST-Servqual affected satisfaction, behavioral intention, and behavioral loyalty, both directly and indirectly, through company reputation. This research provides knowledge for the Indonesian service industry to build new technologies for increasing satisfaction, positive behavioral intentions, and behavioral loyalty.

E-sellers need to build buyer confidence in new transactions through a variety of transaction services so they can create retention behavior drivers. The research aim is to examine the driving factors for shaping customer retention by understanding the pattern of transaction characteristics and trust in online purchases in e-commerce. Questionnaire data collection came from buyers in the top six e-commerce in Indonesia with a purposive technique. We use PLS-based SEM analysis to answer hypotheses. As a result, we accepted all hypotheses, namely customization, contact interactivity, care, and character factors that had positive and significant effects on trust and buyer retention. Trust has proven to be an essential factor in shaping buyer retention on e-commerce sites.

The aim of this research is to investigate the repurchase intention of online customers at e-commerce merchants. The study investigates three factors; perceived risk, perceived usefulness, and online trust through collecting samples from 128 college students in the Online Learning program in Jakarta. The analysis technique used is SEM-PLS, with the guidance of the SmartPLS 3.0 program. The results of the study confirm that perceived risk had a negative effect on online trust and repurchase intention. Perceived usefulness has a positive impact on online trust and repurchase intention. Lastly, online trust influences repurchase intention in e-commerce merchants.

The intense competition in the airline industry urges adjustment to service quality and pricing. Alterations to service quality and price may lead to service degeneration and price unfairness, which will affect customer satisfaction and trust. The objective of this investigation was to figure out the role of service quality and price fairness in improving customer satisfaction and building customer trust in the airline industry in Indonesia. Questionnaire responses were collected from 300 randomly enrolled passengers at Halim Perdana Kusuma Airport Indonesia. This research took a verification approach by the Structural Equation Modeling (SEM) technique. The results indicate that service quality, price fairness, and customer satisfaction played an important role in building customer trust. Customers’ positive experiences, optimum service quality, and price fairness perception enabled the airline company to be closer to them and build their trust. Satisfaction was proven to mediate the relationship of service quality and price fairness to customer trust.

Gamification is an educational approach to motivate and influence students’ behaviors in learning with the intention of achieving learning outcomes. The primary objective of the study is to examine students’ intentions to become entrepreneurs as an impact of gamification model learning in Entrepreneurship or Business Plan courses in BINUS ONLINE Learning. Data collection was carried out for 400 students who took Entrepreneurship and Business Plan courses for 1 month using questionnaires. The data was then analyzed using multiple linear regression approach. The result shows that attitude towards behavior (ATB), perceived behavior control (PBS), and subjective norms partially give positive impacts and they are significant to entrepreneurial intentions. Perceived behavioral control (PBC) is the dominant factor in forming entrepreneurial intentions for students.

The aim of this research is to analyze leadership style, work-life balance, and employee engagement on the ship crew’s work effectiveness of 290 ship crews. The study is performed using a sample technique through Proportionate Stratified Random Sampling taken from the population of 1050 ship crew of passengers of vessel at Port of Tanjung Priok, Jakarta, Indonesia. The study uses quantitative approach with Structural Equation Modeling, with the help of the Lisrel program. The result of this study shows that leadership style, work-life balance and employee engagement directly and positively influence the work effectiveness. The benefit for Indonesia National Shipping is that through the improvement of leadership style of the officers, work-life bal-ance, and employee engagement, the Indonesia National Shipping may improve the work effectiveness of eve-ry ship crew. The findings provide a model for employee engagement and work effectiveness of national shipping ship crew. The output of this study states that every change in the quality of ship officer’s leadership style, quality of work-life balance and employee engagement directly and positively influenced the ship crew’s work effectiveness of Indonesia National Shipping.