Pengaruh E - Service Quality Terhadap Kepuasan Pelanggan Pengguna Aplikasi Emos (Enseval Mobile Order System) Pada Pt. Enseval Putera Megatrading, TBK Cabang Samarinda

Abstract

This study aims to determine the effect of E-Service Quality which includes Efficiency, Reliability, Fullfilment, Privacy, Responsiveness and Contact on Customer Satisfaction on users of the EMOS Application (Enseval Mobile Order System). The basic theory used in this research is Marketing Management, E-Service Quality and Customer Satisfaction. The population in this study was 266 pharmacies and samples taken were 73 pharmacies with simple random sampling technique. Data collection was done by distributing online questionnaires using a Likert scale to measure each indicator of the independent and dependent variable. The analytical tool used is multiple linear regression.The results of the research on the f test show that the E-Service Quality variables which include Efficiency, Reliability, Fullfilment, Privacy, Responsiveness and Contact have a significant effect simultaneously (simultaneously) on Customer Satisfaction. The t test shows that the independent variables; reliability and contact affect customer satisfaction while the variables Efficiency, Fullfilment, Privacy and Responsiveness do not affect the customer satisfaction of users of the EMOS application (Enseval Mobile Order System).

The Effects of Mobile Service Qualities on Customer Reuse Intention of Gojek Super App

“…There is a positive and significant influence between information quality towards repurchase intention, the results of this study are supported by previous research conducted by (Mohd Sam & Tahir, 2009;Nurqamarani et al, 2019;Prastiwi et al, 2019;Wang et al, 2009) state that there is an influence between information qualities on repurchase (reuse) intention. The impact of information quality is found positive and significant as supported by (Prastiwi et al, 2019) that clarity of information on certain products or content in the application will attract customers to find out more about a product.…”

“…There is a positive and significant influence between digital payment quality and customer satisfaction, the results of this study are supported by previous research conducted by Nurqamarani et al (2019) states that there is an influence between digital payment quality and customer satisfaction. The implication shows that customer satisfaction can be higher if Gojek payment platform (Go-Pay) could make customers feel more secured and comfort/ease in doing transaction through Go-Pay, this can be done by providing easiness in top up the money in Go-Pay and if there is assurance or guarantee if the money stored in Go-Pay is safe.…”

“…Companies need to consider the quality of service variables that affect customer satisfaction and recreate the purpose of a mobile application. However, the definition of mobile service efficiency was not addressed in several studies Limited studies are researching mobile service quality topics such as studies done by ( Nurqamarani, et al, 2019;Silalahi et al, 2017;Yuliana, et al, 2019). Ngoc Duy Phuong and Thi Dai g (2018) Using the DeLone and McLean IT Performance Model, 427 customers using Grab and Uber services and use PLS in order to examine the metric and systemic model to assess their effect on the repurchasing purpose of the smartphone-based ride-hailing company in Vietnam.…”

“…Ngoc Duy Phuong and Thi Dai g (2018) Using the DeLone and McLean IT Performance Model, 427 customers using Grab and Uber services and use PLS in order to examine the metric and systemic model to assess their effect on the repurchasing purpose of the smartphone-based ride-hailing company in Vietnam. Nurqamarani et al (2019) use variables of the system, information, and digital payment qualities on customer satisfaction of Gojek Super Application through a sample of 100 respondents which were selected through purposive sampling method with multiple regression analysis and indicated that system, information, and digital payment quality affected customer satisfaction significantly both partially and simultaneously. The current measurement model in the existing studies was developed from (Ngoc Duy Phuong & Thi Dai g, 2018; Nurqamarani, et al, 2019).…”

“…"The consistency of knowledge includes four dimensions: material efficiency, document adequacy, material accuracy, and document reliability. (Ibrahim et al, 2018;Nurqamarani, et al, 2019Silalahi et al, 2017. According to (Wang, Wang, & Chen, 2009), the consumer continues to search for reliable, full, and readily available product details when making an acquisition.…”