Jurnal Ilmu Manajemen dan akuntansi Terapan (JIMAT)
Vol 9 No 2 (2018): Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT)

ANALISIS PENGARUH KUALITAS MANAJEMEN PENANGANAN KELUHAN PELANGGAN DAN E-SERVICE QUALITY TERHADAP LOYALITAS DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING

Adhitya Yoga Prasetya (Unknown)
Emi Wardati (Unknown)

Article Info

Publish Date
14 Dec 2018

Abstract

This paper develops a research model to examine the relationshipamong e-service quality, quality customer problem management, customersatisfaction and customer loyalty. Data from a survey of Bukalapakcustomers were used to test the research model. Confirmatory factoranalysis was conducted to examine the reliability and validity of themeasurement model, and the structural equation modelling technique wasused to test the research model. The analytical results showed that thedimensions of e-service quality, quality customer problem management,affect overall customer satisfaction and customer loyalty. Moreover, thelatter in turn are significantly related to customer customer loyalty.

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Journal Info
Jurnal Ilmu Manajemen dan akuntansi Terapan (JIMAT)
Website

Abbrev

jimat

Publisher

STIE Totalwin Semarang

Subject

Economics, Econometrics & Finance

Description

JIMAT : Jurnal Ilmu Manajemen dan Akuntansi Terapan dalam publikasi berada pada bidang : - Manajemen - Manajemen Keuangan - Perilaku Organisasi dan Menajemen Sumber Daya Manusia - Manajemen Pemasaran - Manajemen Teknologi dan Inovasi - Manajemen Hubungan Industri - Strategi Manajemen - Sistem ...