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All Journal JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam) Journal of Scientific Research, Education, and Technology
Lova, Anggil Nopra
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Social Sciences

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Journal : JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam)

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PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER LOYALTY MELALUI E-SATIFCATION SEBAGAI MEDIATOR DALAM E-WALLET INDONESIA Efdison, Zefri; Lova, Anggil Nopra; Y, Yelnim; Liantifa, Melifia
JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam) Vol 12 No 1 (2024): Volume 12 Nomor 1 2024
Publisher : Universitas Putera Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33884/jimupb.v12i1.8307

Abstract

This research aims to determine the effect of e-service quality on e-customer loyalty mediated by e-satisfaction among e-wallet users in Indonesia. The sample of this research was 100 respondents. Data was collected using a questionnaire that has been tested for validity and reliability. The data analysis technique used is descriptive analysis using SEM Amos 22. The results of the research show that there is a significant direct influence between e-service quality on e-satisfaction and e-customer loyalty among e-wallet users. There is a partial influence of the mediating impact of e-satisfaction between e-service quality on e-satisfaction and e-customer loyalty on e-wallet users. This shows that customer satisfaction can be built through good service so that customers do not switch to competitors.
PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER LOYALTY MELALUI E-SATIFCATION SEBAGAI MEDIASI DALAM E-COMMERCE INDONESIA Efdison, Zefri; Lova, Anggil Nopra; Yadewani, Dorris; Harahap, Erni Febrina
JIM UPB (Jurnal Ilmiah Manajemen Universitas Putera Batam) Vol 12 No 2 (2024): Volume 12 Nomor 2 Tahun 2024
Publisher : Universitas Putera Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33884/jimupb.v12i2.8891

Abstract

This research aims to determine the effect of e-service quality on e-customer loyalty mediated by e-satisfaction among e-commerce users in Indonesia. The sample of this research was 100 respondents. Data was collected using a questionnaire that has been tested for validity and reliability. The data analysis technique used is descriptive analysis using SEM Amos 22. The results of the research show that there is a significant direct influence between e-service quality on e-satisfaction and e-customer loyalty among e-commerce users. There is a partial influence of the mediating impact of e-satisfaction between e-service quality on e-satisfaction and e-customer loyalty on e-commerce users. This shows that customer satisfaction can be built through good service so that customers do not switch to competitors.
Co-Authors Dorris Yadewani Efdison, Zefri Harahap, Erni Febrina Indra Budaya, Indra Liantifa, Melifia Y, Yelnim