Binus University Repository

Chowanda, Andry

 
LEMBAR  
HASIL PENILAIAN SEJAWAT SEBIDANG ATAU PEER REVIEW 
KARYA ILMIAH : PROSIDING* 
 
Judul Makalah : Spatial Autoregressive (SAR) Model for Average Expenditure of Papua Province 
Penulis Makalah : Andry Chowanda, S.Kom., M.M., Ph.D., MBCS., CCP 
Jumlah Penulis : 3 orang 
Identitas Pengusul : Penulis pertama/penulis ke-3/penulis korespondensi ** 
Identitas Prosiding :  a. Judul Prosiding : 4th International Conference on Computer Science and 
Computational Intelligence, ICCSCI 2019 
  b. ISBN/ISSN : 1877-0509 
  c. Tahun Terbit, Tempat Pelaksanaan : 12-13 September 2019, Yogyakarta, 
Indonesia 
 d. Penerbit/organize : Elsevier B.V.  
 e. Alamat repository PT/web prosiding  :  
 https://www.sciencedirect.com/science/article/pii/S187705091931169X/pdf?md5=
c76b8801e15751c207faf4522a5da6b1&pid=1-s2.0-S187705091931169X-main.pdf 
  f. Terindeks di (jika ada)   : Scopus 
 
Kategori Publikasi Makalah 
(beri √ pada kategori yang tepat) 
 Prosiding Forum Ilmiah Internasional Terindeks 
Prosiding Forum Ilmiah Internasional 
Prosiding Forum Nasional 
 
Hasil Penilaian Peer Review : 
  
 
Komponen Yang Dinilai 
Nilai Maksimal Prosiding  
Nilai Akhir 
Yang 
Diperoleh 
Internasional 
Terindeks 
Internasional Nasional 
a. Kelengkapan unsur isi paper (10%) 0.6   0.51 
b. Ruang lingkup dan kedalaman   
    pembahasan (30%) 
1.8   1.53 
c. Kecukupan dan kemutakhiran   
    data/informasi dan metodologi (30%) 
1.8   1.53 
d. Kelengkapan unsur dan kualitas terbitan/  
    prosiding (30%) 
1.8   1.53 
Total = (100%) 6   5.1 
Nilai Pengusul =  
 
Jakarta, 04-11-2020 
 
 
 
 
 
Dr. Derwin Suhartono, S.Kom., M.T.I. 
Unit kerja: Universitas Bina Nusantara 
 
*Dinilai oleh dua Reviewer secara terpisah 
**Coret yang tidak perlu 
 
 
 
 
 
 
 
  
 
√ 
 
 
√ 
 
 
 
LEMBAR  
HASIL PENILAIAN SEJAWAT SEBIDANG ATAU PEER REVIEW 
KARYA ILMIAH : PROSIDING* 
 
Judul Makalah : Spatial Autoregressive (SAR) Model for Average Expenditure of Papua Province 
Penulis Makalah : Andry Chowanda, S.Kom., M.M., Ph.D., MBCS., CCP 
Jumlah Penulis : 3 orang 
Identitas Pengusul : Penulis pertama/penulis ke-3/penulis korespondensi ** 
Identitas Prosiding :  a. Judul Prosiding : 4th International Conference on Computer Science and 
Computational Intelligence, ICCSCI 2019 
  b. ISBN/ISSN : 1877-0509 
  c. Tahun Terbit, Tempat Pelaksanaan : 12-13 September 2019, Yogyakarta, 
Indonesia 
 d. Penerbit/organize : Elsevier B.V.  
 e. Alamat repository PT/web prosiding  :  
 https://www.sciencedirect.com/science/article/pii/S187705091931169X/pdf?md5=
c76b8801e15751c207faf4522a5da6b1&pid=1-s2.0-S187705091931169X-main.pdf 
  f. Terindeks di (jika ada)   : Scopus 
 
Kategori Publikasi Makalah 
(beri √ pada kategori yang tepat) 
 Prosiding Forum Ilmiah Internasional Terindeks 
Prosiding Forum Ilmiah Internasional 
Prosiding Forum Nasional 
 
Hasil Penilaian Peer Review : 
  
 
Komponen Yang Dinilai 
Nilai Maksimal Prosiding  
Nilai Akhir 
Yang 
Diperoleh 
Internasional 
Terindeks 
Internasional Nasional 
a. Kelengkapan unsur isi paper (10%) 0.6   0.48 
b. Ruang lingkup dan kedalaman   
    pembahasan (30%) 
1.8   1.44 
c. Kecukupan dan kemutakhiran   
    data/informasi dan metodologi (30%) 
1.8   1.44 
d. Kelengkapan unsur dan kualitas terbitan/  
    prosiding (30%) 
1.8   1.44 
Total = (100%) 6   4.8 
Nilai Pengusul =  
 
Jakarta, 04-11-2020 
 
 
 
 
 
Dr. Fredy Purnomo, S.Kom., M.Kom. 
Unit kerja: Universitas Bina Nusantara 
 
*Dinilai oleh dua Reviewer secara terpisah 
**Coret yang tidak perlu 
 
 
 
 
 
 
 
  
 
√ 
 
 
√ 
 
 


Form Reviewer "Spatial Autoregressive (SAR) Model for Average Expenditure of Papua Province"

Tamara, Dewi

MEASURING CUSTOMER
SATISFACTION LEVEL OF
MOBILE BANKING
by Dewi Tamara
Submission date: 11-Jul-2019 11:54AM (UTC+0700)
Submission ID: 1150942714
File name: Vol 5 No 5 May 2019_MEASURING CUSTOMER SATISFACTION LEVEL OF MOBILE BANKING.pdf
(1.56M)
Word count: 5108
Character count: 29305


























24%
SIMILARITY INDEX
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INTERNET SOURCES
11%
PUBLICATIONS
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STUDENT PAPERS
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MEASURING CUSTOMER SATISFACTION LEVEL OF MOBILE
BANKING
ORIGINALITY REPORT
PRIMARY SOURCES
Submitted to University of Moratuwa
Student Paper
pdfs.semanticscholar.org
Internet Source
jyx.jyu.f i
Internet Source
shura.shu.ac.uk
Internet Source
Submitted to University of Technology,
Jamaica
Student Paper
ijashss.com
Internet Source
Submitted to Fakultas Ekonomi Universitas
Indonesia
Student Paper
www.iiis.org
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academic.oup.com
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media.neliti.com
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pubs.sciepub.com
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ijecm.co.uk
Internet Source
library.binus.ac.id
Internet Source
Submitted to The Chartered Institute of
Marketing
Student Paper
Submitted to University of Wales Institute,
Cardiff
Student Paper
Submitted to Cardiff University
Student Paper
Kun Chang Lee, Namho Chung. "Understanding
factors affecting trust in and satisfaction with
mobile banking in Korea: A modif ied DeLone
and McLean’s model perspective", Interacting
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with Computers, 2009
Publicat ion
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Student Paper
sra.org.uk
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www.aboutschwab.com
Internet Source
statistics.ats.ucla.edu
Internet Source
essay.utwente.nl
Internet Source
dea.lib.unideb.hu
Internet Source
www.ijbel.com
Internet Source
Submitted to INTI University College
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thesis.binus.ac.id
Internet Source
www.ijsrp.org
Internet Source
Submitted to Universiti Kebangsaan Malaysia
Student Paper
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www.scribd.com
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www.worlddatabaseofhappiness.eur.nl
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Submitted to University of Edinburgh
Student Paper
Submitted to Laureate Higher Education Group
Student Paper
citation.allacademic.com
Internet Source
bankjatim.co.id
Internet Source
Submitted to Eiffel Corporation
Student Paper
Submitted to University of Sheffield
Student Paper
Submitted to The Chartered Insurance Institute
Student Paper
Submitted to Open University of Mauritius
Student Paper
Submitted to Istanbul Bilgi University
Student Paper
Submitted to Sheffield Hallam University
Student Paper
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Exclude quotes On
Exclude bibliography On
Exclude matches < 10 words
www.askderbyshire.gov.uk
Internet Source
www.gileexperts.com
Internet Source
www.tandfonline.com
Internet Source
Submitted to Hong Kong Baptist University
Student Paper
Submitted to Assumption University
Student Paper
Hani H Al-Dmour, Wasim Khalil Ali, Rand H Al-
Dmour. "The Relationship Between Customer
Engagement, Satisfaction, and Loyalty",
International Journal of Customer Relationship
Marketing and Management, 2019
Publicat ion
FINAL GRADE
/0
MEASURING CUSTOMER SATISFACTION LEVEL OF MOBILE
BANKING
GRADEMARK REPORT
GENERAL COMMENTS
Instructor
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Task Response
• does not submit • does not attempt the task in any way
• answer is completely unrelated to the task
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number of words • does not express a thesis • may attempt to present one
or two ideas but there is no development
• does not adequately address any part of the task • meets only a small
proportion of the required number of words • does not express a clear
posit ion • presents f ew ideas, which are largely undeveloped or irrelevant
• responds to the task only in a minimal way or the answer is tangential; the f ormat
may be inappropriate • the report is substantially shorter or longer than the
required number of words • presents a thesis but this is unclear • presents
some main ideas but these are dif f icult to identif y and may be repetit ive, irrelevant or
not well supported
• addresses the task only partially; the f ormat and/or content of the section headings
may be inappropriate in places • the report is substantially shorter or longer than
the required number of words • expresses a thesis but its development is not
always clear and there may be no conclusions drawn • presents some ideas but
these are limited and not suf f iciently developed; there may be irrelevant detail
• addresses all parts or sections of the report as appropriate f or its nature and
purpose although some parts or sections may be more f ully covered than others • is only over or under by approximately 15 percent of the required number of
words • presents relevant ideas to support the thesis but the other parts or
sections of the report are not well developed • presents relevant ideas but
some may be inadequately developed/ unclear
• addresses all parts or sections of the report as appropriate f or its nature and
purpose • is only over or under by approximately 10 percent of the required
number of words • presents a clear thesis with supporting ideas , but there may
be a tendency to over-generalize and /or supporting ideas may lack f ocus
• suf f iciently addresses all parts or sections of the report as appropriate f or its
nature and purpose • is only over or under by approximately 5 percent of the
required number of words • presents a well-developed thesis and presents
relevant, extended and supported ideas under each part or section of the report
• f ully addresses all parts of the report as appropriate f or its nature and purpose • meets the required number of words , excluding ref erences • presents a f ully
developed thesis and presents relevant, f ully extended and well- supported ideas
under each part or section of the report
• excellently addresses all parts or sections of the report as appropriate f or its
CC
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LR
nature and purpose • meets the required number of words , excluding
ref erences • presents a f ully developed thesis and presents relevant, f ully
extended and well-supported ideas under each part or section of the report
Coherence and Cohesion
• does not submit
• f ails to communicate any message
• has very litt le control of organization f eatures
• does not organize ideas logically • may use a very limited range of cohesive
devices, and those used may not indicate a logical relationship between ideas
• presents inf ormation and ideas but these are not arranged coherently and there is
no clear progression in the response • uses some basic cohesive devices but
these may be inaccurate or repetit ive • may not write in paragraphs or their use
may be conf using
• presents inf ormation with some organization but there may be lack of overall
progression • makes inadequate, inaccurate or over-use of cohesive devices • may be repetit ive because of lack of use of ref erents and substitution • may
not write in paragraphs or paragraphing may be inadequate
• arranges inf ormation and ideas coherently and there is a clear overall
progression • uses cohesive devices ef f ectively, but cohesion within and/or
between sentences may be f aulty or mechanical • may not always use ref erents
clearly and appropriately • uses paragraphing, but not always logically
• logically organizes inf ormation and ideas; there is clear progression throughout • uses a range of cohesive devices appropriately although there may be some
under/-over-use • presents a clear central topic within each section of the report
• sequences inf ormation and ideas logically using appropriate main and sub-
headings • manages all aspects of cohesion well • uses paragraphing
suf f iciently and appropriately
• uses cohesion f luently • skillf ully manages paragraphing and logically develops
main and sub-headings • presents a clear central topic within each part or
section of the report
• excellently uses cohesion in such a way that it f alls naturally and attracts no
attention • skillf ully manages paragraphing and logically develops main and sub-
headings of the report • excellently presents a clear central topic within each
part or section of the report
Lexical Resource
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• does not submit
• can only use a f ew isolated words
• uses an extremely limited range of vocabulary; essentially no control of word
f ormation and/or spelling
• uses only a very limited range of words and expressions with very limited control of
word f ormation and/or spelling • errors may severely distort the message
• uses only basic vocabulary which may be used repetit ively or which may be
inappropriate f or the task • has limited control of word f ormation and/or spelling;
errors may cause strain f or the reader
• uses a limited range of vocabulary, but this is minimally adequate f or the task •
may make noticeable errors in spelling and/or word f ormation that may cause some
dif f iculty f or the reader
• uses an adequate range of vocabulary f or the task • attempts to use less
common vocabulary but with some inaccuracy • makes some errors in spelling
and/or word f ormation, but they do not impede communication
• uses a suf f icient range of vocabulary to allow some f lexibility and precision •
uses less common lexical items with some awareness of style and collocation •
may produce occasional errors in word choice, spelling and/or word f ormation
• uses a wide range of vocabulary f luently and f lexibly to convey precise meanings • skillf ully uses uncommon lexical items but there may be occasional inaccuracies in
word choice and collocation • produces rare errors in spelling and/or word
f ormation
uses a wide range of vocabulary with very natural and sophisticated control of lexical
f eatures; rare minor errors occur only as ‘slips’
uses a wide range of vocabulary with very natural and sophisticated control of lexical
f eatures
Grammatical Range and Accuracy
• does not submit
• cannot use sentence f orms at all
• cannot use sentence f orms except in memorized phrases
• attempts sentence f orms but errors in grammar and punctuation predominate and
distort meaning
• uses only a very limited range of structures with only rare use of subordinate
clauses • some structures are accurate but errors predominate, and punctuation
is of ten f aulty
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• uses only a limited range of structures • attempts complex sentences but
these tend to be less accurate than simple sentences • may make f requent
grammatical errors and punctuation may be f aulty; errors can cause some dif f iculty
f or the reader
• uses a mix simple and complex sentence f orms • makes some errors in
grammar and punctuation but they rarely reduce communication
• uses a variety of complex structures • produces f requent error- f ree
sentences • has good control of grammar and punctuation but may make a f ew
errors
• uses a wide range of structures • the majority of sentences are error- f ree • makes only very occasional errors
uses a wide range of structures with f ull f lexibility and accuracy; rare minor errors
occur only as ‘slips’
uses a wide range of structures with f ull f lexibility and accuracy
Ref erencing
• does not submit
• does not include any ref erences and/or in- text citations.
• Probably no in- text citations and/or a f ew ref erences which may or may not be
relevant, none in the correct f ormat, or suf f iciently balanced to provide support to
the paper.
• Some in-text citations and f ew ref erences are relevant, none in the correct f ormat,
and are either insuf f icient in number to provide adequate support to the paper or too
many to justif y originality
• Some in-text citations and some ref erences are relevant, rarely in the correct
f ormat, but are poorly distributed to provide support to the paper
• Some in-text citations and the majority of ref erences are relevant, some in the
correct f ormat, but are not well-distributed to provide support to the paper
• The majority of in- text citations and ref erences are relevant, majority in the correct
f ormat, and distributed to provide support to the paper
• The majority of in- text citations and most ref erences are relevant, mostly in the
correct f ormat, and suf f iciently distributed to provide support to the paper
• Most in- text citations and all ref erences are relevant, in the correct f ormat, and well-
distributed to provide strong support to the paper
All in- text citations and most ref erences are relevant, in the correct f ormat, and very
well-distributed to provide strong support to the paper
SCALE 10 • All in- text citations and ref erences are completely relevant, in the correct f ormat,
and extremely well-distributed to provide convincing support to the paper

Similarity "Measuring Customer Satisfaction Level Of Mobile Banking: A Study On Iindonesian Bank"

Study on Perception of City
Governments Regarding
Innovation
by Dewi Tamara
Submission date: 11-Jul-2019 11:54AM (UTC+0700)
Submission ID: 1150942712
File name: Vol 5 No 5 May 2019_ Study on Perception of City Governments Regarding Innovation.pdf
(1.16M)
Word count: 3858
Character count: 22945













16%
SIMILARITY INDEX
15%
INTERNET SOURCES
2%
PUBLICATIONS
4%
STUDENT PAPERS
1 8%
2 3%
3 3%
4 1%
5 <1%
6 <1%
Study on Perception of City Governments Regarding
Innovation
ORIGINALITY REPORT
PRIMARY SOURCES
gpc.stanford.edu
Internet Source
www2.deloitte.com
Internet Source
docplayer.net
Internet Source
Francisco J Rubio. "Maintaining and widening
the M25 motorway, UK: a private f inance case
study", Proceedings of the Institution of Civil
Engineers - Management, Procurement and
Law, 2018
Publicat ion
"Public Private Partnerships for Infrastructure
and Business Development", Springer Nature,
2015
Publicat ion
hocnganhan.com
Internet Source
7 <1%
8 <1%
Exclude quotes On
Exclude bibliography On
Exclude matches < 10 words
www.dsdc.gov.al
Internet Source
B Rozano, W Yan. "Monitoring the
transformation of Yogyakarta’s urban form
using remote sensing and Geographic
Information System", IOP Conference Series:
Earth and Environmental Science, 2018
Publicat ion

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Maharani, Anita

Exploring Public Interest
by Anita Maharani
Submission date: 29-Oct-2019 02:58PM (UTC+0700)
Submission ID: 1202666262
File name: IIASS_Vol 12 No 1_January 2019_Exploring Public Interest.pdf (753.09K)
Word count: 4262
Character count: 24411

















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Exclude bibliography On
Exclude matches < 10 words
Exploring Public Interest
ORIGINALITY REPORT
PRIMARY SOURCES
Submitted to Charles Sturt University
Student Paper
publichealth.jmir.org
Internet Source
Submitted to University of Aberdeen
Student Paper
Submitted to University College London
Student Paper
Submitted to Friends University
Student Paper

Similarity "Exploring Public Interest About Blockchain And Recruitment: Evidence From Using Google Trends"

Furinto, Asnan

http://www.iaeme.com/IJMET/index.asp 207 editor@iaeme.com 
International Journal of Mechanical Engineering and Technology (IJMET) 
Volume 10, Issue 05, May 2019, pp. 207-213, Article ID: IJMET_10_05_021 
Available online at http://www.iaeme.com/ijmet/issues.asp?JType=IJMET&VType=10&IType=5 
ISSN Print: 0976-6340 and ISSN Online: 0976-6359 
© IAEME Publication 
 
THE MEDIATING EFFECT OF ELECTRONIC 
TRUST IN THE EFFECT OF CUSTOMER 
DELIGHT TO E-LOYALTY 
Erlina Dwi Ratnasari 
BINUS Business School, Doctor of Research in Management 
Bina Nusantara University, Jakarta Indonesia 
Mts. Arief 
BINUS Business School, Doctor of Research in Management 
Bina Nusantara University, Jakarta Indonesia 
Mohammad Hamsal 
BINUS Business School, Doctor of Research in Management 
Bina Nusantara University, Jakarta Indonesia 
Asnan Furinto 
BINUS Business School, Doctor of Research in Management 
Bina Nusantara University, Jakarta Indonesia 
ABSTRACT 
The major purpose of this paper was to examine the direct and indirect effect of 
customer delight to customer electronic loyalty through customers’ trust. For this 
major purpose, an empirical survey was conducted with the active participation of 
242 respondents from three big cities, namely Jakarta, Bandung, and Surabaya cities 
located in Java Island, Indonesia. On the basis of statistical analysis, the major 
finding indicates that electronic trust (e-trust) has positive and significant mediating 
effect in the relationship between customer delight and electronic loyalty (e-loyalty). 
In contrast, the result indicates no significant direct effect of customer delight to e-
loyalty. This study suggests that fashion industry firms must build customers’ loyalty 
by building trust to the customers. 
Keywords: Customer delight, e-loyalty, e-trust, Online fashion. 
Cite this Article: Erlina Dwi Ratnasari, Mts. Arief, Mohammad Hamsal, Asnan 
Furinto, The Mediating Effect of Electronic Trust in the Effect of Customer Delight to 
E-Loyalty, International Journal of Mechanical Engineering and Technology 10(5), 
2019, pp. 207-213. 
http://www.iaeme.com/IJMET/issues.asp?JType=IJMET&VType=10&IType=5 
 
The Mediating Effect of Electronic Trust in the Effect of Customer Delight to E-Loyalty 
http://www.iaeme.com/IJMET/index.asp 208 editor@iaeme.com 
1. INTRODUCTION 
It has been reported that Indonesia’s textile industry has provided significant contribution to 
the nation’s Gross Domestic Product (GDP) as well as absorbed local labors for about 
473,000 (Indonesian Bureau of Statistics, 2014). However, it has also reported that the growth 
of Indonesian fashion industry has declined (Indonesian Bureau of Statistics, 2014). Whilst 
the fashion industry is declined, Indonesian Internet penetration has risen up with more than 
143 million users in 2017 rising from 132 million users in 2016 (Association of Indonesian 
Internet Service Governance or Asosiasi Penyelenggara Jasa Internet Indonesia/APJII, 2017). 
The growth in the Internet penetration also show the growth of online shopping with more 
than 82 million internet users visiting online stores (APJII, 2016). However, Indonesian 
online shopping only contributed about 2% to total commerce in Indonesia showing large 
room to grow (Untung, 2017). With large room to grow and large number of potential buyers, 
online shopping is a channel that should be considered by Indonesian fashion firms. 
Many Indonesian Internet users are not familiar with online shopping and does not 
perform online shopping. According to APJII (2015), the fact that the Internet users are not 
performing online shopping are related to several reasons, including: long process (59.5%), 
actual product is dissimilar with picture (38%), asking for others to do it (32%), product does 
not meet expectation (28.2%), don’t understand online shopping (25.6%0, and impractical 
(24.6%). McKinsey’s survey in 2015 also show that one of the main reasons not performing 
online shopping is due to the fact that they have lack of information related to the product in 
online stores. 
This paper aims primarily at examining the effect of visual attractiveness and electronic 
experiences on customers’ delight, which in turn lead to e-trust and e-loyalty. As similar 
studies are limited in Indonesian context, this study contributes to current knowledge 
development in the areas of e-shopping, e-trust, e-loyalty from the perspectives of Indonesian 
consumers. 
2. LITERATURE REVIEW 
Previous studies have shown that firms gain benefit from providing superior values for 
customers and in return gaining sales from customers, as well as profit that generates from 
gaining precious customers’ loyalty (Kotler & Armstrong, 2013). In line with this, customer 
relationship must be built on the basis of trust which is gained by providing values to 
customers. In this context, Bricci, Fragata, and Antunes (2016) found that customer loyalty is 
influenced by customer satisfaction and customer trust. The research also found that customer 
satisfaction also influences customer trust. This finding is supported by Hansen & Jonsson 
(2014), who found that trust is important to e-loyalty, satisfaction also influences trust and 
loyalty. 
Several scholars affirm that customer delight is delivering more than customer’s 
expectation, more value than expected, and in return gaining profit and loyalty (Barnes et al., 
2016; Kwong & Yau, 2002). The difference between the two concept lies on the intensity of 
arousal that customers’ feel (Kwong & Yau, 2002). To achieve customer delight, firms must 
provide more value than just product. In this context, Gockeln (2014) suggests that fashion 
firm’s business model must increase their value by paying more attention on quality of 
website and website selling. Providing better experience in online shopping can generate 
better customer delight for customers. 
In the context of online shopping, visual attractiveness is a concept presented by Van der 
Heijden (2003). He perceived that visual attractiveness is how the visual aesthetic of a 
website can generate attraction and more satisfaction for visitors. In this research, this concept 
is used to capture website attractiveness and product attractiveness presented on the website. 
Erlina Dwi Ratnasari, Mts. Arief, Mohammad Hamsal, Asnan Furinto 
http://www.iaeme.com/IJMET/index.asp 209 editor@iaeme.com 
Both experience and visual attractiveness are important to provide more value for online 
customers gaining their customer delight. This statement is supported by Rodriguez (2014) 
who found that fashion customers are very influenced by product’s presentation. But simple 
presentation is not effective because customers are used to see simple product presentation, 
more attractive visual presentation is needed to arouse their emotion and capture their 
perception. This shows that visual attractiveness is important in affecting customer delight 
because it is used to provide customers with more engaging presentation. 
Furthermore, Hansen and Jonsson (2013) also found that e-trust provides significant effect 
on e-loyalty while customer delight affects e-trust and e-loyalty. More trust gained from 
customers resulting in more loyalty toward the firm, and trust is also built by how company 
provide more satisfaction to customers, especially if company can provide more values. The 
following is the research model based on previous literature explained above: 
 
Figure 1 Research model 
3. RESEARCH DESIGN AND METHODS 
For the purpose of the study, quantitative research design was applied. More particularly, an 
empirical survey was conducted in main cities of Java Island, including Jakarta, Bandung, and 
Surabaya. In view of the fact that 58% of Indonesian internet users are located in Java Island 
(APJII, 2017), the three cities were selected for the purpose of this study. Accordingly, 
stratified sampling was used to select online customers and questionnaires were delivered to 
270 respondents. The response rate was counted for about 88% with the total active of 242 
respondents. 
In this research, there are three latent exogeneous variable, namely: virtual attractiveness 
(VA), electronic experiences (EE), and customer delight (CD); one mediating variable (e-
trust), and one latent endogeneous variable (electronic loyalty/e-loyalty/EL). More 
specifically, questionnaire was designed to filter only online shopping customers with 
questions related to online shopping, to ensure that non-online shopping customers were 
excluded from the survey. Likert scale items were constructed in accordance with latent 
variables. Furthermore, multivariate analysis was applied by using Partial-Least Square 
Structural Equation Modelling (PLS-SEM). The quantitative data were analyzed using 
SMART-PLS. 
For measuring validity of questionnaires, factor analysis was used. The result of validity 
measurement is presented below: 
 
The Mediating Effect of Electronic Trust in the Effect of Customer Delight to E-Loyalty 
http://www.iaeme.com/IJMET/index.asp 210 editor@iaeme.com 
Table 1 Factor weight of each indicators 
Variable Dimension Indicator Factor weight 
CD 
ES 
ES.1 0,76 
ES.2 0,82 
ES.3 0,76 
ES.4 0,66 
PS 
PS.1 0,58 
PS.2 0,62 
IS 
IS.1 0,68 
IS.2 0,81 
IS.3 0,79 
SS 
SS.1 0,75 
SS.2 0,72 
AS 
AS.1 0,72 
AS.2 0,73 
AS.3 0,56 
ET RI 
RI.1 0,72 
RI.2 0,76 
RI.3 0,73 
RI.4 0,65 
EL CL 
CL.1 0,73 
CL.2 0,76 
CL.3 0,77 
Furthermore, reliability test in this research is based on construct reliability and variance 
extracted. Purpose of reliability test is to ensure that each variable used in this research is 
reliable by measuring how well data collected can describe each variable. Result shows that 
all variables are reliable by having construct reliability between 0.68-0.94, indicating fair and 
excellent reliability. 
Table 2 Construct reliability (CR) and variance extracted (VE) 
Variable Dimension weight λ2 e CR VE 
CD 
ES 0,68 0.46 0.54 
0.94 0.70 
PS 0,85 0.72 0.28 
IS 0,86 0.73 0.26 
SS 0,90 0.81 0.18 
AS 0,79 0.62 0.38 
SP 0,81 0.66 0.34 
J 0,96 0.92 0.08 
ET 
OT 0,73 0.30 0.69 
0.68 0.52 
RI 0,71 0.53 0.46 
EL 
CL.1 0,73 0.53 0.46 
0.79 0.56 CL.2 0,76 0.58 0.43 
CL.3 0,76 0.58 0.42 
4. RESULTS AND DISCUSSION 
4.1. Descriptive Statistics 
Age of respondents. In the study, 81% of respondents were below 30 years old, while only 
19% of respondents were above 30 years old. The data indicates the fact that most of online 
customers in fashion are relatively young. 
Erlina Dwi Ratnasari, Mts. Arief, Mohammad Hamsal, Asnan Furinto 
http://www.iaeme.com/IJMET/index.asp 211 editor@iaeme.com 
Education qualification of respondents. Almost a half of respondents in this study have 
graduated from bachelor’s degree. Only eleven percent of respondents had diploma 
qualification, but 41% of them graduated from Senior high schools. This indicates that the 
online customers are not refers to those who achieve higher education, but also those who 
attained senior high school level. 
4.2. Relationship among Variables 
Effect of virtual attractiveness and electronic experiences to customer delight 
 
Figure 1 
Table 3 
Relationship t – count g R-Squared 
Visual Attractiveness  Customer Delight 3.69 0,28 
0.36 
E-Experience  Customer Delight 4.04 0.41 
The results presented in Figure 1 and Table 3 shows that visual attractiveness has positive 
and significant effect to customer delight, with a statistical t value of 3.69 <1.96 (5% 
significance level). This implies that the visual attractiveness has significant effect to 
customer delight. These results confirm several previous studies (Rodriguez, 2014) who 
affirms that fashion customers are greatly influenced by the appearance of products. Several 
previous studies also show that virtual attractiveness can increase emotions and pleasure, 
which is expected to increase sales (Ahn & Seo, 2018; Porat & Tractinsky, 2012; Tractinsky 
& Lowengart, 2007). 
Meanwhile, other research conducted by Mihelis and colleagues (1998) found that store 
display is also one component that can increase customer satisfaction. While the partial test 
results of the relationship between the electronic experience on customer delight showed 
significant results, which is indicated by the statistical t value of 4.04 > 1.96 (5% significance 
level). This means that the electronic experience has significant effect on the customer 
delight. These results show that visual attractiveness and e-experience have significant effect 
on customer delight. The results are consistent with previous research (Ahn & Seo, 2018; 
Collier & Barnes, 2015). They explain that pleasant experiences can be a predictor of 
customer delight. Likewise, the findings of Hansen and Jonsson (2014) indicate that online 
shopping experiences, such as the ease of using responsive applications and pages, have a 
direct influence on satisfaction. 
 
The Mediating Effect of Electronic Trust in the Effect of Customer Delight to E-Loyalty 
http://www.iaeme.com/IJMET/index.asp 212 editor@iaeme.com 
Results of Data Analysis 
 
Figure 2 
Table 4 Direct and Indirect Effect 
Effect Effect type T -Count g R-Squared 
Customer Delight  e-Loyalty through e-
Trust 
Indirect 2,12 0,47 
0.48 Customer Delight  e-Loyalty Direct 0,60 0,14 
Total effect: Customer Delight  e--
Loyalty 
Total 7,46 0,64 
As shown in Table 3, the direct effect of customer delight to electronic loyalty was not 
significant with a t-count of 0.60 which was lower than t-table of 1,96. This indicate that there 
was no significant direct effect of customer delight to e-loyalty. However, both Figure 1 and 
Table 3 indicates that e-trust had significant mediating effect in the relationship between 
customer delight and electronic loyalty. The t-count (2.12) was higher than the t-table (1.96). 
5. CONCLUSION 
In conclusion, result of this research shows that fashion firms must build online customers’ 
loyalty starting from building e-trust on the part of customers. Research shows that e-
experience and visual attractiveness are positively and significantly affecting customer 
delight. Online customers’ delight is dependant on how good they perceive the visual 
attractiveness and how good their experience in performing online shopping. Furthermore, the 
trust can be gained by increasing customer delight and will result in increasing loyalty. 
This study has limitations of applying quantitative research only. Future researchers are 
suggested to explore in more details why customer delight has no direct effect to e-loyalty as 
well as identify how e-trust could mediate the effect of customer delight to e-loyalty. Studying 
these issues are significant in contributing current existing knowledge in marketing as these 
studies are still limited from the perspectives of customers from developing countries. 
 
 
 
Erlina Dwi Ratnasari, Mts. Arief, Mohammad Hamsal, Asnan Furinto 
http://www.iaeme.com/IJMET/index.asp 213 editor@iaeme.com 
REFERENCES 
[1] APJII. (2017) Penetrasi & Perilaku Pengguna Internet Indonesia Survey 2017. Asosiasi 
Penyelenggara Jasa Internet Indonesia. 
[2] APJII. (2016) Penetrasi & Perilaku Pengguna Internet Indonesia Survey 2016. Asosiasi 
Penyelenggara Jasa Internet Indonesia. Polling Indonesia. 
[3] BARNES, D. C. et al. (2016). Multiple paths to customer delight: the impact of effort, 
expertise and tangibles on joy and surprise. Journal of Services Marketing 30/3 (2016) 
277–289. Emerald Group Publishing Limited ISSN 0887-6045. DOI 10.1108/JSM-05-
2015-0172. 
[4] BPS (2015) Statistik Daerah Provinsi DKI Jakarta 2015. Badan Pusat Statistik. http:// 
bps.jakarta.go.id 
[5] BPS (2014) Statistik Daerah Provinsi DKI Jakarta 2014. Badan Pusat Statistik. http:// 
bps.jakarta.go.id 
[6] BRICCI, L., FRAGATA, A. dan ANTUNES, J. (2016). The Effects of Trust, 
commitment and Satisfaction on Customer Loyalty in the Distribution Sector. Journal of 
Economics, Business and Management, Vol. 4, No. 2, February 2016. 
[7] GOCKELN, L. (2014) Fashion Industry Analysis From the Perspective of Business Model 
Dynamics. 3rd IBA Bachelor Thesis Conference, July 3rd, 2014, Enschede, University of 
Twente. The Netherlands. 
[8] HANSEN, E. and JONSSON, E. (2013). E-loyalty in Fesyen e-Commerce – an 
Investigation in How to Create e-Loyalty. School of Business and Economics, Linnaeus 
University in Växjö. Marketing programme. 
[9] KOTLER, P.T., ARMSTRONG, G. (2013). Principles of Marketing. Pearson. 
[10] KWONG, K.K., YAU, O.H. (2002). The Conceptualization of Customer Delight: A 
Research Framework. Asia Pacific Management Review (2002) 7(2), 255-266 
[11] RODRIGUEZ, C.L. (2014). Emotional visual merchandising for fashion retail brands in 
Spain. Centro Universitario Villanueva, Spain . cllovet@villanueva.edu. Global Fashion 
2014. 19 -21 November 2014. 
[12] VAN DER HEIJDEN, H. (2003). Understanding online purchase intentions: contributions 
from technology and trust perspectives. European Journal of Information Systems. Vol 12 
(1), pp 41-48

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