Pengaruh E-Service Quality Terhadap Loyalitas Pengguna Aplikasi MyTelkomsel

Abstract

MyTelkomsel is a service in the form of an application that can be accessed by mobile which was launched by Telkomsel to make it easier for its customers, where the application is in the form of self service for its users. However, the MyTelkomsel application still gets several complaints from its users, such complaints as failure in the login process, failure in the process of making payments/transactions, the types of packages offered on each user's device are different and sometimes do not match the customer's budget, as well as some comments from users. regarding customer service that makes them dissatisfied. The purpose of this research is to determine whether there is an effect of e-service quality on user loyalty in the MyTelkomsel application. In this research, the model used is E-Service Quality. Methods of collecting data in this research, using online questionnaires to MyTelkomsel user respondents through the assistance of social media for the dissemination process. The sample used in this research was 50 respondents from MyTelkomsel application users. The type of sampling technique used in this research is random sampling. For the data analysis process from this research using the SmartPLS and SPSS applications. The results of the research indicate that e-service quality has a significant influence on customer loyalty in the MyTelkomsel application

Analisa Kepuasan Pengguna Terhadap Aplikasi My Telkomsel Dengan Menerapkan Metode TAM (Technology Acceptance Model)

“…MyTelkomsel adalah suatu aplikasi berbasis mobile yang diperkenalkan oleh Telkomsel sebagai layanan yang bertujuan untuk memberikan kemudahan kepada para pelanggan. Aplikasi ini dibuat sebagai layanan mandiri yang dapat diakses melalui perangkat mobile oleh pengguna [5].…”

Analisis Kepuasan Pengguna WhatsApp Web Menggunakan Metode Webqual 4.0 dan IPA

“…WebQual adalah metode atau teknik untuk mengukur pengecualian situs web berdasarkan persepsi orang yang berhenti. Webqual menjadi maju berdasarkan gagasan peningkatan fungsi terbaik (QFD) dan dikembangkan dengan bantuan Stuart J. Barnes dan Richard T. Vidgen [24]. WebQual adalah teknik atau metode untuk mengukur situs web hebat berdasarkan persepsi pengguna tertentu.…”

The Influence of E-Service Quality and Service Innovation on User Loyalty in the Livin' By Mandiri Application with User Satisfaction as an Mediating Variable (Study of Livin' By Mandiri Users in Pontianak City)

“…Customers will be loyal to electronic applications when the e-service quality provided is very competent and helpful to customers. Customer loyalty in using electronic applications is, of course, based on good service quality (Ibrahim et al, 2021). Reliable e-service quality will undoubtedly provide a good transaction experience for consumers, of course, this will result in consumer loyalty to repeat transactions with the company, or in other words, consumer loyalty has been created (Messakh, 2016).…”

“…This is also confirmed by research from Chesanti and Setyorini (2018) and Ulum and Muchtar (2018), which states that E-service quality meets the needs of users to access information and their needs only via smartphones and internet facilities so that users feel satisfied with the ease of this service. Likewise, research conducted by Ibrahim et al (2021) showed that customers would be loyal to using electronic applications when the e-service quality provided is very competent and helpful to customers.…”