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All Journal Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences E-JRM
Abd. Hakam
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Religion Arts Humanities Economics, Econometrics & Finance Social Sciences

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The Effect of E-Service Quality and E-Trust on Consumer Loyalty through Consumer Satisfaction as Intervening Variables (Case Study on Shopee Users in Malang Regency) Abd. Hakam; Nur Hidayati; Supriyanto Supriyanto
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 5, No 2 (2022): Budapest International Research and Critics Institute May
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i2.5112

Abstract

This study aims to analyze the effect of e-service quality and e-trust on consumer loyalty through customer satisfaction as an intervening variable. The population of this research is Shopee users in Malang Regency. In this study, the sampling technique used purposive sampling so that 80 respondents were determined. The data analysis method is descriptive quantitative. Quantitative analysis was performed using Smart PLS. In this study, the results show that e-service quality and e-trust have a significant effect on consumer satisfaction, consumer satisfaction has an effect on consumer loyalty, e-trust has an effect on consumer loyalty, while e-service quality has no effect on consumer loyalty. Consumer satisfaction is not able to mediate the effect of e-service quality and e-trust on consumer loyalty.
PENGARUH MOTIVASI KERJA, KOMPENSASI DAN PROMOSI JABATAN TERHADAP KINERJA KARYAWAN PT. INTEGRATED SERVICE SOLUTION (ISS) INDONESIA SURABAYA Abd. Hakam; Abd Kodir Djaelani; Afi Rahamat Slamet
E-JRM : Elektronik Jurnal Riset Manajemen e Jrm Vol. 8 No. 16 Agustus 2019
Publisher : UNIVERSITAS ISLAM MALANG

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (616.664 KB)

Abstract

ABSTRACTWriting this paper aims to determine how the influence of work motivation, compensation and promotion on the performance of employees of PT. ISS Indonesia Surabaya. PT. Integrated Service Solution (ISS) Indonesia is a service company that is engaged in the outsourcing system. The population in this study is from data obtained using a questionnaire or questionnaire from employees of PT. ISS Indonesia in Surabaya numbered 102 employees. Sampling in this study using the Slovin formula with simple random sampling technique obtained as many as 51 respondents. Data analysis was performed using multiple linear regression analysis with the help of SPSS for Windows version 20. The type of research used was explanatory research using a quantitative approach. In this study the results obtained indicate that work motivation, compensation and promotion are partially positive and significant effect on the performance of employees of PT. ISS Indonesia Surabaya and work motivation, compensation and promotion simultaneously have a positive and significant effect on the performance of employees of PT. ISS Indonesia Surabaya.Keywords: Work Motivation, Compensation, Position Promotion and Employee Performance.
Co-Authors Abd Kodir Djaelani Afi Rahamat Slamet NUR HIDAYATI Supriyanto Supriyanto