Measuring Perceived e-Services Quality on Satisfaction of Islamic Saving and Credit Cooperatives

Ningsih, Ekawati Rahayu; Haryono, Tulus; Sawitri, Hunik Sri Runing; Harsono, Mugi

doi:10.21043/addin.v13i2.5793

Cited by 2 publications

(2 citation statements)

References 7 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Customer service needs to exceed customer expectations so that customers feel satisfied and are loyal to the company's services rather than to that of competitors. This is also in line with previous research conducted by Gounaris, Dimitriadis, and Stathakopoulos (2010), Rita, Oliveira, and Farisa (2019), and Ningsih, Haryono, and Sawitri (2019). In addition to service quality, perceived value is thought to be another essential thing that can affect customer satisfaction.…”

Section: Introductionsupporting

confidence: 90%

Antecedents of Customer Loyalty: Study from the Indonesia’s Largest E-commerce

Rizan¹,

Febrilia²,

WIBOWO³

et al. 2020

JAFEB

View full text Add to dashboard Cite

This study examines the effect of service quality and perceived value on customer loyalty with the intervening role of customers' satisfaction in the e-commerce industry. The research method uses a quantitative research design with a survey model. The sample used in this study is Tokopedia consumers who live in DKI Jakarta and have done online shopping at Tokopedia at least twice in the last six months. All variables used were reliable and valid and met the research requirements. The object of this research were the 200 customer respondents who had made purchases on the largest e-commerce platform of Indonesia, Tokopedia. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the service quality and perceived value affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between service quality and perceived value on customer loyalty. Third, service quality and perceived value directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the e-commerce industry, good quality and perception could positively influence customers but not necessarily form loyalty. For that, e-commerce players should pay a lot of attention on customer satisfaction.

show abstract

Section: Introductionsupporting

confidence: 90%

Antecedents of Customer Loyalty: Study from the Indonesia’s Largest E-commerce

Rizan¹,

Febrilia²,

WIBOWO³

et al. 2020

JAFEB

View full text Add to dashboard Cite

show abstract

“…Banyak penelitian yang mengatakan bahwa kualitas pelayanan memiliki pengaruh positif terhadap kepuasan nasabah (Rokhman, 2016;Ladhari, Ladhari, and Morales, 2011;Priyanto, 2016;Putra, Sudiarta, and Mananda, 2016;Megawati, 2017;Ningsih, 2016;Zalatar, 2012;Dauda & Lee, 2016;Rostami, dkk, 2016) (Ladhari, Ladhari, & Morales, 2011;Megawati, 2017;Ningsih, Sawitri, Harsono, & Ningsih, 2016 Dengan bersifat jujur tidak hanya berdampak pada persepsi pelanggan tetapi juga image perusahaan yang nantinya akan timbul kepercayaan konsumen. d) Amanah…”

Section: Pendahuluanunclassified

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah

Darmawan

Ridlwan

2018

View full text Add to dashboard Cite

Improving customer satisfaction is a must for Islamic banking, given the competition in the financial services business is getting tougher. Customer satisfaction can maintain the existence of Islamic banking. One of the instruments that can increase customer satisfaction by providing quality service. This research aims to know the influence of Sharia banking service quality against the customer's satisfaction. This research is quantitative research consisting of service quality bank with indicators of physical evidence, reliability, responsiveness, assurance, empathy, and Shariah compliance as independent variable. The data collection technique use accidental sampling with the number of 100 respondents. The data was processed using simple regression methods. The results of this study found that the service quality affect the customer satisfaction.

show abstract

Measuring Perceived e-Services Quality on Satisfaction of Islamic Saving and Credit Cooperatives

Cited by 2 publications

References 7 publications

Antecedents of Customer Loyalty: Study from the Indonesia’s Largest E-commerce

Antecedents of Customer Loyalty: Study from the Indonesia’s Largest E-commerce

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah

Contact Info

Product

Resources

About