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This study is a quantitative study that aims to determine and analyze whether 3 quality perspectives namely product quality, service quality and delivery quality affect consumer perceptions in rating online stores. The purpose of this study is to find out how consumers rate online stores from three points of view, namely the point of view of product quality, delivery quality, and from the point of view of service quality. This study is located in Surabaya and took a sample of 70 respondents with the provisions of doing online shopping as much as 5 times in the last 1 month. After fulfilling the validity and reliability test, then doing hypothesis testing using the F test and t-test. The results showed that 3 quality perspectives, namely product quality, service quality, and delivery quality either partially or simultaneously had a significant effect on consumer perceptions in determining online store ratings. In addition to building a store image, giving a high rating from consumers will also increase sales turnover which will have an impact on increasing online store profits.

This research uses a quantitative approach, using 25 samples taken from the population, namely consumers of retail companies that sell private label products, including Superindo, Indomaret, and Alfamart. The purpose of this study is to analyze and determine whether the variable customer satisfaction can mediate the effect of promotion and place advertising on positive word of mouth. Data analysis in this research used PLS (Partial Least Square) with the SmartPLS program, which consists of a measurement model, namely convergent validity, discriminant validity and composite reliability, as well as structural models namely R-Square, Q-Square, Path test coefficients to test the significance of influence, and the Sobel test to test for mediation. The results showed that consumer satisfaction was not able to mediate a positive relationship between promotion and positive word of mouth, but promotion had a significant effect on consumer satisfaction.