scholarly journals The Influence of E-service Quality On Marketplace Platform Towards Customer Loyalty

2021 ◽  
Vol 9 (1) ◽  
pp. 1-11
Author(s):  
Nurul Izyan Mat Daud ◽  
Nur Athirah Syazwani Aziz ◽  
Fatihah Mohd ◽  
Nur Ain Ayunni Sabri
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Customer Engagement ◽  
Online Platform ◽  
Independent Variables ◽  
Online Marketplaces ◽  
Convenience Sampling

With the increasing of online marketplaces, online platform must come out with the solutions or ways in order to engage their relationship with customer. Hence, this study aims to examine the roles of e-service quality of online platform in customer loyalty. Convenience sampling technique was used, and data were collected using questionnaires. A sample of 248 respondents among final year students of Universiti Malaysia Kelantan, Pengkalan Chepa were selected. From the obtained results, study showed that there is a significant relationship between independent variables; reliability and security in Shopee platform towards the customer loyalty, respectively. With this finding, it can help and provide the marketers in terms of e-service quality to develop the customer engagement for the sake of customer loyalty. Therefore, the sustainability of the business can be maintained

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

Pengaruh Kualitas Layanan Terhadap Tingkat Kepuasan Masyarakat Pada Kantor Imigrasi Bengkalis

2020 ◽  
Vol 9 (1) ◽  
pp. 102-114
Author(s):  
Muhammad Fadhil Junery ◽  
Nur Asyira
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Quantitative Method ◽  
Central Government ◽  
Sampling Technique ◽  
Community Satisfaction ◽  
Convenience Sampling

This research aims to determine the immigration office services providing services to the community and how much influence the quality of immigration office services on the level of community satisfaction. This research uses a descriptive quantitative method. The population in this research amounted to 21613 people. While sampling uses the Slovin formula with convenience sampling technique so that a sample of 100 people is obtained. Data collection techniques used were observation, interviews, documentation, questionnaires and literature studies. The results of this research are that the service at the Bengkalis Immigration Office has been well fulfilled based on the determination of the central government. Then the service quality of Bengkalis Immigration Office has a significant effect on the level of community satisfaction with a percentage of influence of 68.6% and the remaining 31.4% is influenced by other variables.

scholarly journals Airline Service Quality Dimensions and Customer Loyalty: Empirical Evidence from Air Passengers’ in Lagos State

2016 ◽  
Vol 5 (2) ◽  
pp. 155-171
Author(s):  
Oghojafor Ben Akpoyomare ◽  
Ladipo Patrick Kunle Adeosun ◽  
Rahim Ajao Ganiyu
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Significant Difference ◽  
Lagos State ◽  
Flight Frequency ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Abstract Air travellers are increasingly becoming more demanding in terms of their expectations of the quality of service offered by airline carriers. Hence, operators must improve service delivery to retain their loyalty. This study investigates the relationship between airline service quality dimensions and customer loyalty among air passengers in Lagos state. Causal research design was adopted to examine the aforementioned relationship. Convenience sampling technique was used to survey 600 air travellers. Data collected from the respondents were analysed by using Pearson correlation analysis and Anova. The findings reveal that the service quality and its dimensions are positive and significantly related to each other, overall service quality and customer loyalty. The results of the study indicate no significant difference between customers’ travelling for different motives in their perception of the quality of services. It was also discovered that flight frequency was insignificantly connected to customer loyalty. In line with the above findings, the study concludes that the airline service quality improvement initiatives should begin with recognition of customers’ needs. Correspondingly, airline operators should cultivate strategies to fulfil their service promise along the service quality dimensions, most important to air travellers to enhance customer loyalty.

scholarly journals ANALISIS KEBERHASILAN WEBSITE RESMI UNIVERSITAS BOROBUDUR MENGGUNAKAN DELONE & MCLEAN MODEL

2018 ◽  
Vol 7 (1) ◽  
pp. 22-28
Author(s):  
Irfan Mahendra
Keyword(s):  
Service Quality ◽  
Significant Relationship ◽  
User Satisfaction ◽  
Information Quality ◽  
Sampling Technique ◽  
System Quality ◽  
Significance Level ◽  
Research Population ◽  
The University

This research aims to analyze the success of the website of Borobudur University using Delone & Mclean Model. Variables used in this research are the quality of information, system quality, service quality, and user satisfaction. The research population is a regular student at the University of Borobudur, with a population of 431 people. The number of samples used in this research was 82 people, with a significance level of 10%. Meanwhile, in determining the sample using non probability sampling approach by using accidental sampling technique. Data collection activities were conducted using questionnaires, while the data analysis techniques used are descriptive statistics and inferential statistics, to describe the profile of respondents and to know the user perception of research variables. Based on the results of research, showed that students' perceptions of the website of the University of Borobudur is high. While based on the results of hypothesis testing, also obtained result that all hypothesis in test accepted, where there is a positive and significant relationship between information quality to the user satisfaction of website, there is a positive and significant relationship between system quality to the user satisfaction of website, and there is a positive and significant relationship between service quality to user satisfaction of website.

scholarly journals Mendorong Loyalitas Melalui Kualitas Pelayanan dan Kepercayaan

2021 ◽  
Vol 2 (01) ◽  
pp. 79-88
Author(s):  
Irwan Kurniawan ◽  
Rr Maidarti ◽  
Ris Handayani
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Sampling Technique ◽  
Primary Data ◽  
Survey Method ◽  
Online Data ◽  
Independent Variables ◽  
Independent Variable ◽  
Positive Effect

Penelitian untuk mengetahui pengaruh kualitas layanan sebagai variabel independen pertama dan kepercayaan sebagai variabel independen kedua terhadap loyalitas pelanggan produk UMKM sebagai variabel dependen. Metode Survey melibatkan responden melalui teknik pengambilan sampel yang purposive non random sampling sejumlah 40 konsumen yang pernah menggunakan layanan pembelian UMKM Kuliner di wilayah Cileungsi secara online. Data primer diperoleh dengan  menyebarkan kuesioner. Beberapa uji diterapkan berupa instrumen kuesioner, normalitas, dan regresi berganda. Beberapa temuan dalam penelitian adalah kedua variabel independen yaitu kualitas layanan sebagai independen pertama dan kepercayaan sebagai variabel independen kedua berpegaruh positif terhadap loyalitas sebagai variabel dependen.   Abstract Research to determine the effect of service quality as the first independent variable and trust as the second independent variable on customer loyalty of MSME products as the dependent variable. The survey method involved respondents through a purposive non-random sampling technique of 40 consumers who had used online MSME culinary purchasing services in the Cileungsi area. Primary data obtained by distributing questionnaires. Several tests were applied in the form of a questionnaire instrument, normality, and multiple regression. Some of the findings in the study are that the two independent variables, namely service quality as the first independent and trust as the second independent variable, have a positive effect on loyalty as the dependent variable.

scholarly journals PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP MINAT BERKUNJUNG WISATAWAN DOMESTIK KE MUSEUM SURABAYA

Jurnal IPTA ◽  
2021 ◽  
Vol 9 (1) ◽  
pp. 54
Author(s):  
Syahrul Hidayat ◽  
I Ketut Suwena ◽  
N.G.A.S. Dewi
Keyword(s):  
Quality Of Service ◽  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Tourist Attraction ◽  
Independent Variables ◽  
Alternative Tourism ◽  
Regression Test

Surabaya City currently lacks of potential natural tourism, Surabaya needs new alternative tourism to increase tourists to visit Surabaya by making museum tours become a tourist attraction. One of the factors that influencing tourists to visit are the promotion factor and service quality. This research was conducted to find out the influence of promotion and service quality towards interest to visit to museum Surabaya. The promotion aims to provide & attract tourists to visit. The quality of service is needed so that tourists feel comfortable to visit the museum and desire to revisit museum. The accidental sampling technique used by distributing questionnaires to 100 local tourists who visiting the museum . Multiple linear regression was used to measure the effect of independent variables on the dependent variable using SPSS version 24.0. The results of this research showed that the promotion variable (X1) does not partially had a positive and significant effect on tourit interest (Y) with t-count 1,629 < t-table 1,984. Service quality variable (X2) partially had a positive and significant effect with t-count 6,907 > t-table 1,984.Promotion variable (X1),and service quality variable (X2) simultaneously have a positive and significant effect with F-count 35,561 > F-table 3.939. Based on the results of multiple linear regression test, obtained the regression equation is Y = 13,849 + 0,200 X1 + 0,366 X2 + e with the correlation coefficient of 0.650 and the determination coefficient of 0.411 (41,1%).

scholarly journals Pengaruh Kualitas Layanan Elektronik Terhadap Loyalitas Pelanggan “Buka Lapak” Melalui Kepuasan Pelanggan ( Studi Kasus Di Kampus Ama Yogyakarta )

2021 ◽  
Vol 16 (1) ◽  
Author(s):  
Wahyudiyono Wahyudiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Online Shopping ◽  
Sampling Technique ◽  
Internet Marketing ◽  
Digital Era ◽  
Internet Media ◽  
Research Types

Absract Increasingly competitive business requires entrepreneurs to make new innovations in service, like providing convenience to customers in making transactions. Through this effort, the company can maintain market share so that it exists. By utilizing internet media in the digital era today, one of the initiatives done is to provide electronic services to customers. The purpose of this research is to find out and test the influence of e-service quality on customer loyalty mediated by customer satisfaction variables. The population in this study was the students of the Academy of Administration Management Yogyakarta (AMAYO) of which they had transacted more than two times of the online shopping site Bukalapak. The sampling technique used was purposive sampling sample. The number of sampling was 100. Based on the results of research, e-service quality has positive influences for customer satisfaction and customer loyalty. Besides, it can be proven that customer satisfaction is the mediation of the quality of E-service influencing customer loyalty. Based on Sobel Formula, it was found that the value T calculated 3.97449 > T table 1.960. It means that E-Service Quality affects customer loyalty mediated by customer satisfaction. Further, it needs other research types of online shopping sites in Indonesia.   Keywords: E-Service Quality, Customer Loyalty, Customer Satisfaction, Internet Marketing, Bukalapak

scholarly journals Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan dan Loyalitas Nasabah Bank BRI Syariah Surabaya

2015 ◽  
Vol 1 (9) ◽  
pp. 622
Author(s):  
Rizky Pratama Putra ◽  
Sri Herianingrum
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Religious Knowledge ◽  
Loyal Customer ◽  
Customer Satisfaction And Loyalty

This study aims to determine the influence of the Islamic service quality on customer satisfaction and loyalty switching intentions moderated by religious knowledge level in in Customer of BRISyariah Bank in Surabaya.The research method used is quantitative approach. This research use a total of 96 customers of BRISyariah Surabaya. Customer characteristics used are Moslem, registered as a funding or deposit customer for at least a year. The sampling technique is purposive sampling. This research uses a method PLS (Partial Least Square).The results showed that Islamic service quality has a positive and significant impact on customer satisfaction. Other results showed that customer satisfaction has significant impact to customer loyalty and Islamic service quality has significant effect on customer loyalty. This results in accordance with the theory of Othman and Owen that CARTER could be used to measure the quality of service on Islamic Banking. Suggestion for the BRISyariah Bank in Surabaya should maintain and improve its service quality in order to improve satisfaction and form a loyal customer. For further research, can be done by adding another variable which affect customer satisfaction and loyalty.

scholarly journals Pengaruh Kualitas Pelayanan Dan Keputusan Terhadap Loyalitas Pelanggan

2021 ◽  
Vol 9 (1) ◽  
pp. 9-17
Author(s):  
Muhammad Mashudi Azrullah
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Regression Test ◽  
Result Show ◽  
The Subject

The focus of this research is the influence of service quality and satisfaction on customer loyalty with a case study in “Café : Kofi” Bangil. This research method is quantitative, the subject of this study are customers of “Café : Kofi” Bangil. The sampling technique used was purposive sampling. With a total of 60 respondents. The result show multiple liniear regression test Y + 0,180 + 0,041 + 0,941 + e. shows that the influence of service quality variables is 0,041 an the effect of satisfaction variables is 0,941. Thus the more dominant variable influencing customer loyalty is the satisfaction variable. T-test results indicate that the service quality variable (X1) has no partial effect and is not significant. While the satisfaction variable is partially significant. Test the coefficient of determination R2 obtained 0,899 or 89,9% this means that customer loyalty is influenced by satisfaction variables.  Keywords : Quality Of Service, Satisfaction

Service Quality Provided by Colleges in Chitwan and Its Impact on Student Satisfaction

2021 ◽  
Vol 1 ◽  
pp. 15-21
Author(s):  
Shiva Prasad Poudel
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Significant Relationship ◽  
Sampling Technique ◽  
Level Of Satisfaction ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship ◽  
Students Satisfaction

This study attempts to examine the relationship between service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) and students’ satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the students. The study employed both purposive and stratified sampling technique by using a set of questionnaires that was distributed to 120 college students in three of the colleges (Balkumari College, Saptagandaki Campus and Birendra Multiple Campus) in Chitwan. However the study found that there is a positive significant relationship between service quality dimensions and students’ satisfaction. The study also found that Empathy has significant relationship with student’s satisfaction in the students’ perception of service quality rendered by their colleges. Finally the study concludes that assessing level of satisfaction and continuous improvements of the quality of services that colleges provide to their students will help management and other staff of these colleges to reach organizational success.

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