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All Journal Journal of Business Management Education (JBME) Visionist Tourism Scientific Journal Altasia : Jurnal Pariwisata Indonesia JATI EMAS (Jurnal Aplikasi Teknik dan Pengabdian Masyarakat) Journal of Tourism Sustainability Industrial Research Workshop and National Seminar Tatar Pasundan: Jurnal Diklat Keagamaan MABUSS: Journal of Management, Business and Social Sciences
Marceilla Suryana
Politeknik Negeri Bandung
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Journal : Tatar Pasundan: Jurnal Diklat Keagamaan

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E-SERVICE QUALITY AND E-RECOVERY SERVICE: EFFECTS ON PERCEIVED VALUE AND LOYALTY INTENTION OF DANA APPLICATION USERS Mohammad Rizal Gaffar; Kurnia Fajar; Marceilla Suryana; Ilma Amilia Febrianty; Eko Susanto
Tatar Pasundan: Jurnal Diklat Keagamaan Vol 17, No 2 (2023): Tatar Pasundan: Jurnal Diklat Keagamaan
Publisher : Balai Diklat Keagamaan Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38075/tp.v17i2.381

Abstract

DANA is one of the electronic-based financial applications that supports non-cash transactions. It has the second-largest total users in Indonesia. However, users have complained about this application's quality of service and recovery. This research aims to determine the mediating effect of perceived value on e-service quality and e-recovery service towards loyalty intention. This research uses a quantitative method with a purposive sampling technique. The sample in this research is 164 respondents. PLS-SEM is used to analyze the model. The results of this research indicate that e-service quality has a direct and significant effect on perceived value. E-recovery service does not have a direct positive and significant effect on perceived value. Furthermore, there is no mediating effect of perceived value on e-service quality and e-recovery service towards loyalty intention. Keywords: e-service quality; e-recovery service; loyalty intention; perceived value
Co-Authors Ajeung Retno Any Noor Eko Susanto Gundur Leo Ilma Amilia Febrianty Irgi Buana Putera Kurnia Fajar Maulida Hasanah Mohammad Rizal Gaffar Raihana Nusaibah Rikantini Widiyanti Risal Risal Sarfilianty Anggiani Septyandi, Chandra Budhi Sherly Raka Siwi Putri Utomo Sholihati Amalia Syifaa Novianti