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All Journal House of Management and Business Journal Jurnal Ekonomi, Akutansi dan Manajemen Nusantara
Pratama, Wilson Chandra Teguh
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Automotive Engineering Biochemistry, Genetics & Molecular Biology Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Industrial & Manufacturing Engineering

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Pengaruh E-Servicescape Dalam Meningkatkan Loyalitas Pelanggan Melalui Kepercayaan Dan Perceived Value Sebagai Variabel Mediasi (Studi Pada Pengguna Shope Di Jawa Tengah) Ramlah, Sri; Fatkhurrokhman, Tiyan; Barokah, Siti; Pratama, Wilson Chandra Teguh; Anggoro, Wisanggeni Bagus
Jurnal Ekonomi, Akutansi dan Manajemen Nusantara Vol. 2 No. 1 (2023): Jurnal Ekonomi, Akutansi dan Manajemen Nusantara (JEAMA)
Publisher : CV. Utility Project Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55338/jeama.v2i1.56

Abstract

This study examines the effect of e-servivescape on customer loyalty and to examine the mediating role of trust and perceived value in the relationship between e-servivescape to customer loyalty. This research conducted a survey of 110 Shopee marketplace users in Central Java. Research data were analyzed using Partial Least Square which was operated through the SmartPLS program. The results of the analysis show that e-servivescape has a positive and significant effect on customer loyalty, e-servivescape has a positive and significant effect on trust, e-servivescape has a positive and significant effect on perceived value, trust has a positive and significant effect on customer loyalty, perceived value has a positive and significant influence on customer loyalty. Mediation analysis reveals that trust and perceived value play a role in mediating the relationship between e-servivescape and customer loyalty.
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA SUATU LAYANAN PURNA JUAL MOTOR HONDA Hafiduddin, Muhammad; Hidayatulloh, Hafid Syarif; Kurniawan, Firdaus Hendri; Widodo, Muhamad Rafi Sigit; Pratama, Wilson Chandra Teguh
House of Management and Business (HOMBIS) Journal Vol 2, No 1 (2023): House of Management and Business (HOMBIS JOURNAL)
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat Universitas Muhammadiyah Gombong

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26753/hombis.v2i1.1069

Abstract

ABSTRACTService quality assessment has been widely used in after-sales service, especially in the motor vehicle and automotive industry. The purpose of this study is to determine the factors that affect customer satisfaction in the after-sales service of Honda motorcycles at AHAS Gombong dealer by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as physical evidence or direct evidence (tangibles), (reliability), (responsive), (assurance), and (emphaty) are analyzed simultaneously on customer satisfaction. Structural Equation Modeling (SEM) shows that among the five dimensions of SERVQUAL, reliability and empathy are found to have a significant relationship with Honda motorcycle customer satisfaction in Gombong. Interestingly, (tangibles), (responsive), and (assurance) were found to have no significant relationship with satisfaction. Dealers must provide good service quality to meet customer expectations and achieve customer satisfaction, which in turn builds customer trust in the company. With this, customer loyalty can be achieved by the company which can also increase company profits and competitive advantage.Keywords : Tangibles, reliability, responsive, assurance, empathy
Co-Authors Anggoro, Wisanggeni Bagus Fatkhurrokhman, Tiyan Hafiduddin, Muhammad Hidayatulloh, Hafid Syarif Kurniawan, Firdaus Hendri Ramlah, Sri Siti Barokah, Siti Widodo, Muhamad Rafi Sigit