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All Journal Jurnal Ilmiah Econosains Jurnal Pemberdayaan Masyarakat Madani (JPMM) JURNAL DINAMIKA MANAJEMEN DAN BISNIS Syntax Literate : Jurnal Ilmiah Indonesia JRMSI - Jurnal Riset Manajemen Sains Indonesia Journal of Economics, Business, and Government Challenges Indonesian Journal of Economy, Business, Entrepreneuship and Finance (IJEBEF) Berajah Journal Sibatik Journal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan JOURNAL OF HUMANITIES, SOCIAL SCIENCES AND BUSINESS (JHSSB) Indonesian Collaboration Journal of Community Services (ICJCS) Nautical: Jurnal Ilmiah Multidisiplin Indonesia Prosiding Seminar Nasional Pengabdian Kepada Masyarakat Jurnal Riset Pendidikan dan Pengajaran (JRPP) Journal of Comprehensive Science (JCS) Jurnal Manajemen Bisnis Kewirausahaan (JUMBIWIRA) Jurnal Media Administrasi Eduvest - Journal of Universal Studies JURNAL EKONOMI BISNIS DAN MANAJEMEN Jurnal Bisnis, Manajemen, dan Keuangan Jurnal Ekonomi Bisnis dan Manajemen Jurnal Pendidikan Ekonomi, Perkantoran, dan Akuntansi
Osly Usman, Osly
Fakultas Ekonomi Universitas Negeri Jakarta
Religion Aerospace Engineering Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Neuroscience Public Health Social Sciences Other

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Journal : JURNAL DINAMIKA MANAJEMEN DAN BISNIS

 1 
Analysis of Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intention on Ojek Online Elilia Nindy Prastika Elilia; Osly Usman; Shandy Aditya
JURNAL DINAMIKA MANAJEMEN DAN BISNIS Vol 6 No 2 (2023): Jurnal Dinamika Manajemen dan Bisnis
Publisher : LPPM Universitas Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21009/JDMB.06.2.2

Abstract

The purpose of this study is to describe service quality, perceived value, customer satisfaction and behavioral intentions in digital business companies. That is to see whether service quality, perceived value, customer satisfaction can have a significant effect on behavioral intentions either separately or not simultaneously. This research was conducted on 200 respondents with the criteria of being domiciled in Jabodetabek, aged 17-44 years and consumers who have used online motorcycle taxi transportation services in the Grab application at least 2x in the last 1 year. This study uses a survey method by distributing questionnaires, which are then processed using the SEM AMOS program. The results of this study indicate that there is a positive and significant effect between service quality on customer satisfaction, customer satisfaction can mediate the relationship between service quality and behavioral intentions, customer satisfaction can mediate the relationship between perceived value and behavioral intentions. Meanwhile, there is a negative and insignificant effect between perceived value on customer satisfaction, customer satisfaction on behavioral intentions, service quality on behavioral intentions and perceived value on behavioral intentions.
The Effect of E-Service Quality and E-Trust on E-Loyalty with E-Satisfaction as an Intervening for Mobile Banking User Elsha Melinda; Osly Usman; Shandy Aditya
JURNAL DINAMIKA MANAJEMEN DAN BISNIS Vol 6 No 1 (2023): Jurnal Dinamika Manajemen dan Bisnis
Publisher : LPPM Universitas Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21009/JDMB.06.1.6

Abstract

The purpose of this study is to determine the effect of e-Service Quality and e-Trust on e-Loyalty with e-Satisfaction as an Intervening on m-BCA customers. This study uses a quantitative method with a survey instrument. Data was collected using a non-probabilty sampling technique, namely purposive sampling by taking a sample of 150 respondents who had used m-BCA at least three times in the last six months. Then the respondents' answers that have been obtained are processed using the Partial Least Square-Path Modeling method using SmartPLS 3.0 software. From hypothesis testing in this study, the results showed that 1) e-Service Quality has a positive and significant effect on e-Satisfaction, 2) e-Trust has a positive and significant effect on e-Satisfaction, 3) e-Satisfaction has a positive and significant effect on e-Loyalty, 4) e-Service Quality has a positive and significant effect on e-Loyalty, 5) e-Trust has a positive and significant effect on e-Loyalty, 6) e-Service Quality has a positive and significant effect on e-Loyalty through e-Satisfaction and 7) e-Trust has a positive and significant effect on e-Loyalty through e-Satisfaction. This means that e-Service Quality and e-Trust can be improved so that it will have an impact on e-Satisfaction so that it can also have an impact on the e-Loyalty of customers who use m-BCA. keywords: e-loyalty, e-satisfaction, e-service quality, e-trust, m-bca
Co-Authors Ady Fahril Suparman Afif Khairi Agung Wahyu Handaru Alif Maharrizki Anggriawan Oktobisono Ayu Aprilia Christian Wiradendi Wolor Devina Angistya Maharani Dewi Agustin Pratama Sari Dhany Asmara Hidayat Diena Noviarini Diena Novirini Dinar Agus Sara Elilia Nindy Prastika Elilia Elsha Melinda Farah Cantika Azalia Febrilia, Ika Ghifari Aminudin Fadli Ghifari Aminudin Fad’li Hajar Mareti A Henry Eryanto Herdian Akbar Marsofiyati . Meta Bara Berutu Muhammad Iqbal Nurdwiratno Nadia Salsabila Latip Novan Yonatan Seilatu Ponco Dewi Karyaningsih Purwana E.S., Dedi Putri Nabila Raisan Agus Riansyah Rika Noviana Mulya Riza Azzahra Rizki Firdausi Rachma Dania Roni Faslah Salsabila Annisa Riyadi Shafwatun Nada Shandy Aditya Sovia Wahyu Eka Pratiwi Suherman Suherman Susan Febriantina Terrylina A. Monoarfa Terrylina Arvinta Monoarfa Tita Sulastri Tri Hesti Utaminingtyas Tri Nada Nisrina Umi Widyastuti Usep Suhud Vannisa Fahrani Vina Devi Yekti Irawan Vinia Auliya Widya Parimita, Widya