Penelitian ini dirancang untuk menyelidiki atribut web perilaku pembelian online. Beberapa variabel disusun untuk membangun sebuah model yaitu kemenarikan desain website, reputasi vendor, persepsi kemudahan transaksi, sikap belanja online. Pengaruh keempat variabel tersebut kemudian diuji terhadap keputusan pembelian online. Populasi penelitian ini adalah mereka yang pernah membeli online pada jaringan Indonesia dan digunakan sendiri. Besarnya sampel adalah 100 responden. Studi ini menyimpulkan bahwa keputusan pembelian online paling besar dipengaruhi oleh kemenarikan desain website dan reputasi vendor. Pengaruh sikap terhadap keputusan pembelian online tidak signifikan meskipun bertanda positif. Namun demikian, persepsi kemudahan transaksi signifikan memengaruhi sikap. Studi ini merekomendasikan pengembangan reputasi vendor dan kemenarikan desain website untuk mendorong keputusan pembelian online.

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This research was motivated by a lot of medical patient complaints after visiting toPuskesmas Ngesrep in form of critics and suggestions. It indicates there areunsatisfactory feelings after their visit to Puskesmas Ngesrep that could be because ofdisquality services from the management. This research is aiming to analyze the effect ofdisquality service medic and non-medic toward patient disatisfaction and negative WOM.This research using descriptive and quantitative for data analyze. The samples for thisresearch are 400 patients that visited Puskesmas Nngesrep. Data was collected usingquestionnaires which tested the validity and reliability. The data was analyzed usingmultiple regression.The result of descriptive analysis shown that disquality service medic, disquality servicesnon-medic, patient’s disatisfaction, and negative WOM Puskesmas Ngesrep classified aslow. Statistical tests shown patient’s disatisfaction variable is affecting positively towardnegatif WOM variable (hypothesis 1 is accepted), disquality service medic variable isaffecting positively toward patient’s disatisfaction (hypothesis 2 is accepted), disqualityservices medic variable is affecting positively toward negatif WOM (hypothesis 3 isaccepted), disquality service non-medic is affecting positively toward disatisfactionpatient’s (hypothesis 4 is accepted), and disquality services non-medic variable isaffecting positively toward intention to negative WOM (hypothesis 5 is accepted).Keywords: disquality service medic, disquality service non-medic, patient’sdisatisfaction, negative WOM.

Medical Laboratory currently holds a very important role in medicine. Evaluation of laboratory quality plays a very important to maintain accurate laboratory results. This study aims to design an information system performance based on the same perception of medical laboratory services from customers using Six Sigma methods and frameworks using ServQual questionnaire. Selection of Six Sigma itself is based on this method can measure the extent to which each process deviates from its purpose as well as to reduce the variation of each of the attributes. Six Sigma DMAIC namely (Define, Measure, Analyze, Improve, Control) preferred because the end result will not yield new products, but only improvements on existing processes. The results of this calculation will be presented in the form of a dashboard for easier management in understanding the results of the evaluation. From the system can be obtained an average value of consumer perceptions terhdap performance today is 2,883, consumer expectations on the performance of 3.3768, the gap between the perceptions and expectations of consumers is -0.4936, customer satisfaction will be the performance of the current 85.37%, the value of 423 360 DPMO and sigma value there at the 2.07664 level.Keywords: Laboratory Performance; Six Sigma; Servqual; Dashboard AbstrakLaboratorium medis saat ini memegang peran yang sangat penting dalam dunia kedokteran. Eevaluasi kinerja laboratorium memegang peranan yang sangat penting untuk mempertahankan hasil laboratorium yang akurat serta pelayanan yang baik. Penelitian ini bertujuan untuk merancang suatu sistem informasi kinerja layanan laboratorium medis berdasarkan pesepsi dari pelanggan menggunakan metode Six Sigma dan kerangka kuesioner menggunakan ServQual. Pemilihan Six Sigma sendiri berdasarkan pada metode ini dapat mengukur sejauh mana setiap proses menyimpang dari tujuannya serta dapat mengurangi variasi dari tiap atribut yang ada. Metode Six Sigma yang dipilih yaitu DMAIC (Define, Measure, Analyze, Improve, Control) hal ini karena pada hasil akhir tidak akan menghasilkan produk baru, tetapi hanya perbaikan pada proses yang ada. Hasil dari perhitungan ini akan disajikan dalam bentuk dashboard untuk lebih memudahkan pihak manajemen dalam memahami hasil evaluasi. Dari sistem diperoleh nilai rata-rata dari persepsi konsumen terhdap kinerja saat ini yaitu 2.883, harapan konsumen terhadap kinerja 3.3768, gap antara persepsi dan harapan konsumen yaitu -0.4936, kepuasan pelanggan akan kinerja saat ini 85.37%, nilai DPMO 423360, dan nilai sigma ada pada tingkat 2.07664.

In the number of Internet users in Indonesia continues to increase. Internet increasingly being used for purchasing online. There are many e-commerce websites that offer goods and services online. Internet users should be able to distinguish which websites are credible before engaging in electronic commerce activities. Be an interesting question, what factors are rated by visitors of a website as an e-commerce website that is credible or reliable. Using a web-based survey methods, respondents were asked what factors support the credibility of the website in electronic commerce purchasing transactions. The respondents were Internet users. Proposed survey questions are grouped into four factors, namely, kerpercayaan factors, factors expertise, sponsorship factors and specific factors. The survey results were tested with descriptive statistic. Based on the data obtained, the Trust Factor respondents prefer e-commerce website that is trusted by his close associates, while the respondents assess the Skill Factor of websites that apply when payments online transactions through banks Indonesia is considered more reliable. In the Sponsorship Factor and Specific Factor, respondents believe the e-commerce website that does television ads in the media and managed by official institutions.