Pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap E-Customer Satisfaction Dan E-Customer Loyalty

Tambusai, Suci Rizka Khairuna; Suharyono, Suharyono; Pangеstuti, Еdriana

doi:10.21776/ub.profit.2019.013.02.8

Cited by 3 publications

(2 citation statements)

References 1 publication

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“…This survey also mentioned that Shopee excels with an awareness score of 81%, beating other market players Lazada 80% and Tokopedia 78%. Even in 2019, based on the MarkPlus survey, Shopee became the most embedded brand of e-commerce in Indonesian women's minds (Masitoh et al, 2019;www.industry.co.id, 2019). Products that have a high level of brand awareness will influence consumer purchasing decisions (Lee et al, 2019;Mashur et al, 2020;Hoang et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

Reflective Model of Brand Awareness on Repurchase Intention and Customer Satisfaction

Ilyas¹,

Rahmi²,

Tamsah³

et al. 2020

JAFEB

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This study aims to analyze and confirm brand awareness' role in influencing the repurchase intention both directly and indirectly on customer satisfaction variables and repurchase intention variables. The contribution brought by this study is to reflect manifest variables such as recall, purchase, and consumption. The number of respondents in this study was 200 samples using the online survey data collection method (Google form), while the research approach is quantitative explanatory. The data analysis test tools include the Structural Equation Modeling (SEM) approach with AMOS as a statistical data analysis software and Sobel test to indirectly test the relationship. This study consists of four hypotheses, of which three hypotheses are positively and significantly related (brand awareness on repurchase intention, brand awareness on customer satisfaction, and customer satisfaction on repurchase intention). Through indirect relationship, namely, brand awareness on repurchase intention through customer satisfaction, the study showed no significant effect. In a comprehensive way, this study emphasizes the factor of customer satisfaction as a determinant of consumer loyalty and repurchase intention. Therefore, creating optimal customer satisfaction, service excellence, promotion and massive advertising, guaranteeing the safety and ease-of-use apps, and ease of shopping, especially for e-commerce industry, is a serious concern.

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Section: Introductionmentioning

confidence: 99%

Reflective Model of Brand Awareness on Repurchase Intention and Customer Satisfaction

Ilyas¹,

Rahmi²,

Tamsah³

et al. 2020

JAFEB

View full text Add to dashboard Cite

show abstract

“…Kepuasan pelanggan tercipta dan dapat terlihat saat pelanggan telah melakukan pembelian barang atau jasa. Dan jika membahas mengenai e-commerce, e-customer satisfaction atau kepuasan pelanggan dapat diketahui ketika konsumen sedang atau telah menggunakan situs website atau aplikasi (Tambusai, 2019). E-customer satisfaction dapat terjadi apabila fitur-fitur yang diberikan oleh suatu situs website atau aplikasi sesuai dan mampu memenuhi harapan konsumen, sehingga konsumen dapat memberikan masukan atau reaksi positif dengan menyarankan situs website atau aplikasi tersebut kepada teman atau anggota keluarga dan menjadikannya sebagai pilihan saat akan berbelanja ulang secara online ke depannya.…”

Section: Pengaruh E-recovery Service Quality Terhadap Repurchase Inte...unclassified

Pengaruh E-Recovery Service Quality Terhadap Repurchase Intention Dengan E-Customer Satisfaction Sebagai Variabel Intervening

Dewi¹,

Sudarwanto

2022

EEB

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Riset ini bertujuan untuk mengetahui seberapa besar e-recovery service quality dalam mempengaruhi repurchase intention melalui e-customer satisfaction sebagai variabel intervening pada mahasiswa pengguna Shopee di Universitas Negeri Surabaya. Penelitian ini menggunakan populasi sebanyak 150 mahasiswa aktif dan sampel sebanyak 108 responden. Pengumpulan data menggunakan kuesioner dan analisis data menggunakan Partial Least Square (PLS) dengan bantuan aplikasi SmartPLS versi 3.3.9. Hasil dari penelitian membuktikan bahwa hubungan langsung e-recovery service quality mampu mempengaruhi e-customer satisfaction dengan nilai sebesar 13.218 dan hubungan langsung e-customer satisfaction mampu mempengaruhi repurchase intention dengan nilai sebesar 8.090, sedangkan hubungan langsung e-recovery service quality tidak mampu mempengaruhi repurchase intention karena hanya bernilai sebesar 0.285. Namun, pada hubungan tidak langsung e-customer satisfaction berhasil menjadi mediasi sempurna bagi e-recovery service quality terhadap repurchase intention dengan nilai sebesar 6.701. Hasil dari penelitian ini dapat dimanfaatkan sebagai referensi bagi mahasiswa dalam kegiatan pembelajaran dan pengembangan penelitian selanjutnya.

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E-Service Quality Dynamics and Global Customer Loyalty Impact

Rahmayanti,

Oetarjo

2024

ijler

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This study examines how e-service quality, e-satisfaction, and e-trust affect e-customer loyalty among Shopee users in Sidoarjo. Using a quantitative approach with a sample of 96 participants, data analysis via partial least squares (PLS) reveals significant impacts on e-customer loyalty. Implications suggest Shopee should enhance responsiveness and accuracy for improved customer loyalty. Limitations include a small sample size and focus on specific variables, prompting future research to explore additional factors such as online shopping experience. Highlight: E-commerce loyalty dynamics. Quantitative analysis method. Enhancing Shopee's competitiveness. Keyword: e-service quality, e-satisfaction, e-trust, e-customer loyalty, Shopee

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Pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap E-Customer Satisfaction Dan E-Customer Loyalty

Cited by 3 publications

References 1 publication

Reflective Model of Brand Awareness on Repurchase Intention and Customer Satisfaction

Reflective Model of Brand Awareness on Repurchase Intention and Customer Satisfaction

Pengaruh E-Recovery Service Quality Terhadap Repurchase Intention Dengan E-Customer Satisfaction Sebagai Variabel Intervening

E-Service Quality Dynamics and Global Customer Loyalty Impact

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