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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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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.
Behavioral of Customer Loyalty on E-Commerce: The Mediating Effect of E-Satisfaction in Tiktok Shop Lova, Anggil Nopra; Indra Budaya
Journal of Scientific Research, Education, and Technology (JSRET) Vol. 2 No. 1 (2023): Vol. 2 No. 1 2023
Publisher : Kirana Publisher (KNPub)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58526/jsret.v2i1.43

Abstract

This study aims to find out and explain how the effect of e-service quality and e-recovery service quality on e-customer loyalty when online shopping is mediated by e-customer satisfaction at Tiktok shop, both directly and indirectly. this research is quantitative. The sampling method used was purposive sampling with a research instrument in the form of a questionnaire which was distributed to 280 respondents who had used the Tiktok shop service. The results showed that the e-services qaulity and recovery services quality had a direct effect on e-customer satisfaction and e-customer loyalty. E-satisfaction has an important role in mediating the relationship between e-service quality and recovery service quality on e-customer loyalty. Therefore, an e-commerce must be able to make customers satisfied by providing good e-service quality and recovery service quality in the event of a service failure by the company, learning from these findings we must maintain customer satisfaction in terms of customer service so that these customers remain loyal and do not switch to competitors
Co-Authors Dorris Yadewani Efdison, Zefri Harahap, Erni Febrina Indra Budaya, Indra Liantifa, Melifia Y, Yelnim