This study investigates the antecedents of the intention to switch to e-grocery shopping during the COVID-19 pandemic, which is critical in recommending that e-grocery shopping service providers improve their competitiveness by responding to customer expectations. This study proposes a push–pull–mooring framework to describe the influence of dissatisfaction on the physical market, the attractiveness of e-grocery, and switching costs as factors that drive switching intentions. This study surveyed 252 Indonesians aware of the existence of an e-grocery mobile application, and applied structural equation modeling as an analytical method to explain causal relationships between variables thought to influence switching intentions to e-grocery shopping. The results showed that the attractiveness of e-grocery had a significant effect on switching intention. Likewise, switching costs ultimately drive customer intention to switch to e-grocery shopping. However, dissatisfaction is not a driving factor directly affecting switching costs and intentions. Finally, e-grocery services cannot replace the local tradition of Indonesian people who prefer to shop for groceries in physical markets. Nevertheless, these findings provide theoretical and practical contributions to retail grocery businesses that have integrated conventional and digital services as a future strategy that drives business sustainability.

The purpose of this research is to find out whether there is an influence of system quality, information quality, service quality on customer satisfaction and customer loyalty. This study uses a quantitative approach with SEM analysis using PLS Program. The results of this study are that there is a significant effect of system quality, information quality, and service quality on consumer satisfaction. Then the results of this study also show that there is a significant effect of system quality and service quality on consumer loyalty, while information quality has no significant effect on customer loyalty. Then the results of the study also show that there is a significant effect of information quality on consumer loyalty mediated by customer satisfaction, whereas there is no significant effect of system quality on consumer loyalty mediated by customer satisfaction and service quality on customer loyalty mediated by customer satisfaction. ABSTRAK Tujuan dari penelitian ini adalah untuk mengetahui apakah terdapat pengaruh kualitas sistem, kualitas informasi, kualitas layanan terhadap kepuasan konsumen serta loyalitas konsumen. Penelitian ini menggunakan pendekatan kuantitatif dengan analisis SEM menggunakan program PLS. Hasil dari penelitian ini adalah terdapat pengaruh yang signifikan kualitas sistem, kualitas informasi, dan kualitas layanan terhadap Kepuasan Konsumen. Kemudian hasil dari penelitian ini juga terdapat pengaruh yang signifikan kualitas sistem, dan kualitas layanan terhadap loyalitas Konsumen, sedangkan kualitas informasi tidak terdapat pengaruhtang signifikan terhadap loyalitas konsumen. Lalu hasil penelitian juga menunjukkan adanya pengaruh yang signifikan kualitas informasi terhadap loyalitas konsumen yang dimediasi oleh kepuasan konsumen, sedangkan tidak terdapat pengaruh yang signifikan kualitas sistem terhadap loyalitas konsumen yang dimediasi oleh kepuasan konsumen dan kualitas layanan terhadap loyalitas konsumen yang dimediasi oleh kepuasan konsumen.

This study aims to examine the effect of brand trust and product quality on consumen loyalty through customer satisfaction as an intervening variable for Something skincare brand in DKI Jakarta. Data was collected using the purposive sampling method through questionnaires which were distributed online using a Likert scale of 1-5. The samples collected were 220 respondents with the criteria of having purchased and used at least 3 Somethinc skincare products in the last 6 months, aged over 17 years and domiciled in DKI Jakarta. Data processing was carried out using SPSS version 25 software to test the validity and reliability. Data analysis and hypothesis testing is using Amos software version 21. Based on the data that has been analyzed, it can be seen that there is an influence between brand trust on customen satisfaction, product quality on customer satisfaction, customer satisfaction on consumen loyalty, brand trust on customer loyalty through customer satisfaction, product quality on consumen loyalty through customer satisfaction, brand trust on consumen loyalty and product quality on consumen loyalty. Penelitian ini bertujuan untuk menguji pengaruh kepercayaan merek dan kualitas produk terhadap loyalitas konsumen melalui kepuasan konsumen sebagai variabel intervening brand skincare Somethinc di DKI Jakarta. Data dikumpulkan menggunakan metode purposive sampling melalui kuesioner yang dibagikan secara daring menggunakan skala Likert 1-5. Sampel yang dikumpulkan sebanyak 220 responden dengan kriteria pernah membeli dan menggunakan skincare Somethinc sebanyak minimal 3 produk dalam 6 bulan terakhir, berusia di atas 17 tahun dan berdomisili di DKI Jakarta. Pengolahan data dilakukan dengan software SPSS versi 25 untuk menguji validitas dan reliabilitas. Analisis data dan uji hipotesis ini menggunakan software Amos versi 21. Berdasakan data yang telah dianalisis, dapat diketahui bahwa terdapat pengaruh antara kepercayaan merek terhadap kepuasan konsumen, kualitas produk terhadap kepuasan konsumen, kepuasan konsumen terhadap loyalitas konsumen, kepercayaan merek terhadap loyalitas konsumen melalui kepuasan konsumen, kualitas produk terhadap loyalitas konsumen melalui kepuasan konsumen, kepercayaan merek terhadap loyalitas konsumen dan kualitas produk terhadap loyalitas konsumen.