scholarly journals E-SERVICE QUALITY AND E–RECOVERY SERVICE QUALITY ON E–SATISFACTION LAZADA.COM

2017 ◽  
Vol 8 (2) ◽  
pp. 258
Author(s):  
Riski Taufik Hidayah ◽  
Eristy Minda Utami
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Service Provider ◽  
Sampling Technique ◽  
Online Service ◽  
Recovery Service ◽  
Purposive Sampling ◽  
Online Marketplace ◽  
The Impact

The purpose of thus research is to find the impact of e-service quality and e – recovery service quality toward e-satisfaction of consumer at online marketplace Lazada. This research is triggered by the decreasing percentage of Top Brand Award on every category Lazada is in. Even though Lazada as an online service provider has done several effort to improve their service quality and respon to each complain in a well manner. The methods used in this research is descriptive and verificative. The population in this research are Lazada consumer whom conducted a complaint after they buy a product from Lazada. The sampling technique in this research is a purposive sampling, with the number of sample is 200 people. To analise the data the author used Path Analysis to understand the correlation wether it is simultaneous or partial.

scholarly journals PENGARUH E –TRUST DAN MARKETING PUBLIC RELATION KEPUTUSAN KONSUMEN UNTUK BERBELANJA PADA PASAR E – COMMERCE (STUDI PADA PELANGGAN SITUS JUAL BELI LAZADA)

2018 ◽  
Vol 2 (2) ◽  
Author(s):  
Riski Taufik Hidayah
Keyword(s):  
Quality Improvement ◽  
Public Relations ◽  
Path Analysis ◽  
Service Provider ◽  
Decision Process ◽  
Sampling Technique ◽  
Online Service ◽  
Online Marketplace ◽  
Customer Trust ◽  
The Impact

The purpose of thus research is to find the impact of e-trust and marketing public relations toward purchasing decision process of consumer at online marketplace Lazada. This research is triggered by the decreasing percentage of Top Brand Award on every category Lazada is in. Even though Lazada as an online service provider has done several effort to improve customer trust with quality improvement and developing small and micro entreprise. The methods used in this research is descriptive and verificative. The population in this research are Lazada consumer who having intention to repurchase from Lazada. The sampling technique in this research is a purposive sampling, with the number of sample is 200 people. To analise the data the author used Path Analysis to understand the correlation wether it is simultaneous or partial. 

scholarly journals PENGARUH BAURAN PROMOSI, KUALITAS PELAYANAN, DAN CITRA PERUSAHAAN TERHADAP KEPUASAN JAMAAH UMROH AL-SHAHBA MALANG MELALUI KEPERCAYAAN JAMAAH SEBAGAI VARIABEL INTERVENING

2020 ◽  
Vol 14 (2) ◽  
pp. 161-172
Author(s):  
Maulidia Wulan Anggraini ◽  
Tin Agustina Karnawati ◽  
Widi Dewi Ruspitasari
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Sampling Technique ◽  
Corporate Image ◽  
Coefficient Of Determination ◽  
Purposive Sampling ◽  
Independent Variables ◽  
Variable Population

The purpose of the research is to determine the effect of the promotion mix, service quality, and company image toward satisfaction of Al-Shahba Malang pilgrims through the pilgrims’ trust as an intervening variable. Population of this research is based on consumer who choosing and using Al-Shahba Malang’s umrah package in 2016-2018 as many 276 people. Sample used in this research covers 163 consumer using purposive sampling technique. In this research, the data collection techniques is by questionnaires, interviews, observations, and documentations. The data gained from questionnaires was analyzed by using instrument test, path analysis, hypoteshis testing and the coefficient of determination with SPSS 21.0 version. The research proves that the three independent variables : promotion mix, service quality, and corporate image, has a positive and significant influence on the pilgrims’ trust. The promotion mix, service quality, and corporate image has a positive and significant influence on the pilgrims’ satisfaction. The pilgrims’ trust has a positive and significant influence on the pilgrims’ satisfaction. And the promotion mix, service quality, corporate image has a positive and significant indirect influence on the pilgrims’ satisfaction through pilgrims’ trust as an intervening variable.

scholarly journals PENGARUH E-PRICE DAN E-TRUST TERHADAP E-LOYALTY PADA ERA PANDEMIK

2021 ◽  
pp. 99
Author(s):  
Ida Bagus Gde Indra Wedhana Purba ◽  
I Gusti Ayu Tirtayani
Keyword(s):  
Data Analysis ◽  
Path Analysis ◽  
Research Method ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Consumer Loyalty ◽  
Purposive Sampling ◽  
Online Marketplace ◽  
Analysis Technique

As time has developed, many e-commerce platforms exist in Indonesia, so that competition in maintaining consumer loyalty on an e-commerce website often occurs. This study aims to determine the effect of e-price and e-trust on e-loyalty and the role of e-trust in mediating it. The research method used is quantitative and using questionnaire. The population used in this study are consumers who have ever shopped online through the Indonesian online marketplace who are domiciled in the province of Bali. The sampling technique in this study was purposive sampling and accidental sampling and a sample of 120 respondents. The data analysis technique used is descriptive analysis and path analysis. The result of this research is that Shopee is e-commerce with the biggest enthusiasts in Bali. E-price and e-trust have a positive and significant effect on e-loyalty, and e-price has a positive and significant effect on e-trust, e-trust can mediate the effect of e-price on e-loyalty. This research is expected to be able to provide input to further researchers, e-commerce providers, sellers who sell in e-commerce, and customers. Providing reasonable prices, security in transactions, trust in online vendors, will certainly increase consumer loyalty, either by not moving to other e-commerce and recommending it to others.

scholarly journals Service Quality and Donor Trust and Its Impact on Donor Loyalty (Survey at LAZ Synergy Foundation)

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Eko Ruslamsyah ◽  
Agus Rahayu ◽  
Rida Rosida
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Sampling Technique ◽  
Total Sample ◽  
Purposive Sampling ◽  
Quota Sampling ◽  
The Relationship

Islamic Economics regulates development through instruments of Islamic development funds including zakat, infaq and alms. But the collection of ZIS funds is still low compared to its potential. This research is designed to analyze the influence of service quality, donor’s trust in donor’s loyalty. The population of this study was donors at the Sinergi Foundation institution. The sampling technique used was purposive sampling quota sampling with a total sample of 100 people. In addition, it also uses path analysis to determine the relationship or influence between these variables. The results of this study indicate that First, service quality has a positive and significant effect on donor’s trust. Second, service quality does not have a positive and significant effect on donor’s loyalty. Third, donor’s trust has a positive and significant effect on donor loyalty. Fourth, service quality affects the loyalty of donors through trust in donors as an intervening variable.

scholarly journals Determinan keputusan menabung kaum buruh pada perbankan syariah di Kudus: Peran mediasi niat menabung

2021 ◽  
Vol 1 (1) ◽  
pp. 13-24
Author(s):  
Holif Annisa' ◽  
Saiful Anwar
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Quantitative Study ◽  
Sampling Technique ◽  
Analytical Tool ◽  
Purposive Sampling ◽  
Marketing Model ◽  
Islamic Bank ◽  
Bank Accounts ◽  
Saving Decisions

This study aims to analyze Islamic branding, knowledge, and service quality on the saving decisions of workers, with a saving intention as an intervening variable. This type of research is a quantitative study with a population of Bank Syariah Indonesia KCP Kudus customers who make a living as laborers. The sampling technique in this study used purposive sampling, totaling 100 respondents. Workers are chosen to be unique because of their livelihood and ownership of Islamic bank accounts. The analytical tool used is path analysis. The results showed that Islamic branding, service quality, and saving intention positively affected saving decisions. Knowledge is not significant in saving decisions. Saving intention cannot mediate the influence of Islamic branding on saving decisions. Saving intention can mediate the effect of knowledge and service quality on saving decisions. The research contributes to the marketing model and services for workers. However, workers have a different segmentation from other consumers.

scholarly journals Bahasa IndonesKEPUASAN MEMEDIASI KUALITAS LAYANAN DAN CITRA PERUSAHAAN DENGAN LOYALITAS PELANGGAN LION AIR DI KOTA DENPASARia

2018 ◽  
Vol 7 (6) ◽  
pp. 3059
Author(s):  
Komang Diah Hadi Paramita ◽  
Ida Bagus Sudiksa
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Positive Impact ◽  
Corporate Image ◽  
Test Results ◽  
Purposive Sampling ◽  
The Impact

This study aims to identify the factors that make a passenger loyal to an airline in Denpasar city by investigating the impact of service quality and corporate image through satisfaction as mediating variable. This study belongs to associative research with 112 respondents in total collected through purposive sampling.  Responses are analyzed using Path Analysis and Sobel Test. Results reveal that each variable, service quality and corporate has positive and significant impact on satisfaction. Furthermore, service quality, and satisfaction have positive and significant impact on passenger loyalty. Lastly, this study finds that service quality and corporate image have positive impact on passenger loyalty through satisfaction.    

scholarly journals PENGARUH TINGKAT PENGETAHUAN, KUALITAS LAYANAN, DAN TINGKAT LITERASI KEUANGAN SYARIAH TERHADAP PENGAMBILAN KEPUTUSAN MASYARAKAT MUSLIM MENGGUNAKAN PRODUK PERBANKAN SYARIAH DI DAERAH ISTIMEWA YOGYAKARTA

2019 ◽  
Vol 15 (2) ◽  
pp. 84-90
Author(s):  
Rahmawati Deylla Handida ◽  
Maimun Sholeh
Keyword(s):  
Service Quality ◽  
Financial Literacy ◽  
Quantitative Research ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Knowledge Level ◽  
Muslim Community ◽  
Purposive Sampling ◽  
The Impact

Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh Tingkat Pengetahuan, Kualitas Layanan, dan Tingkat Literasi Keuangan Syariah baik secara parsial maupun simultan terhadap Pengambilan Keputusan Masyarakat Muslim Menggunakan Produk Perbankan Syariah di Daerah Istimewa Yogyakarta. Penelitian ini merupakan jenis penelitian kuantitatif dengan pendekatan asosiatif kausal. Populasi dalam penelitian ini adalah masyarakat muslim yang menggunakan produk perbankan syariah di DIY. Sampel penelitian berjumlah 100 masyarakat muslim dengan menggunakan metode purposive sampling. Teknik pengumpulan data yang digunakan adalah kuesioner. Teknik analisis data yang digunakan yaitu analisis regresi linear ganda. Hasil penelitian menunjukkan bahwa tingkat pengetahuan, kualitas layanan, dan tingkat literasi keuangan syariah berpengaruh positif dan signifikan terhadap keputusan masyarakat muslim menggunakan produk perbankan syariah di DIY baik secara parsial maupun simultan.Abstract: This research aims to know the impact of knowledge level, service quality, and Islamic financial literacy level partially and simultaneously toward taking decision Muslim community to use Syariah banking product in Daerah Istimewa Yogyakarta (DIY). This study was classified into quantitative research with a causal associative approach. The research population comprised Muslim community who used Syariah banking product in DIY. The sample of this study was a hundred Muslim community, was selected by using a purposive sampling technique. The data were collected by using a questionnaire. The data were analyzed using multiple linear regression analysis. The result of the study shows that the knowledge level, the service quality, and the Islamic financial literacy have significant effects towards taking decision Muslim community to use Syariah banking product in DIY partially and simultaneously. 

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

scholarly journals DAMPAK BUDAYA KERJA DALAM PENERAPAN APLIKASI E-PLANNING UNTUK MEWUJUDKAN GOOD GOVERNANCE

2021 ◽  
Vol 3 (2) ◽  
pp. 135-143
Author(s):  
Tomi Satria Maggara ◽  
Aldri Frinaldi
Keyword(s):  
Research And Development ◽  
Good Governance ◽  
Sampling Technique ◽  
Search Method ◽  
Work Culture ◽  
Development Agency ◽  
Purposive Sampling ◽  
Valid Data ◽  
The Impact ◽  
Selection Of

This study describes the impact of work culture in implementing the e-planning application to realize good governanc e studies in the Planning ,Research and Development Agency of 50 Kota. There search method used is descriptive qualitative, because the problems are complex so that it requires interviews and observations to get valid data. The selection of informants was carried out by using purposive sampling technique. Based on the results of the research that has been done, it can be concluded that the impact of work culture in implementing E-Planning applications to achieve Good Governance at Bapelitbang Kabupaten 50 Kota it has had a good impact but there are still some problems that the authors haveen countered, among others: there are still delays in the preparation and inp t of planning documents, there are no awards given to employees, accommodation of RPJPD programs in application E-Planning and there are still employees who don't understand how to use the E-Planning application.

scholarly journals DAMPAK LETUSAN GUNUNG KELUD TERHADAP PELAKU USAHA PERIKANAN DI KABUPATEN KEDIRI, PROVINSI JAWA TIMUR

2014 ◽  
Vol 4 (2) ◽  
pp. 157
Author(s):  
Maulana Firdaus ◽  
Radityo Pramoda ◽  
Maharani Yulisti
Keyword(s):  
Social Status ◽  
Seed Production ◽  
Social Impact ◽  
Secondary Data ◽  
Sampling Technique ◽  
Total Loss ◽  
Purposive Sampling ◽  
Average Value ◽  
The Status ◽  
The Impact

Penelitian ini bertujuan untuk mengkaji dampak letusan Gunung Kelud terhadap pelaku usaha perikanan khususnya di Kabupaten Kediri. Penelitian dilaksanakan pada bulan April-Mei 2014 denganfokus lokasi penelitian di Kecamatan Pare, Kabupaten Kediri yang merupakan sentra penghasil benih ikan lele. Data primer dan sekunder digunakan dalam penelitian ini. Informan ditentukan dengan menggunakan teknik purposive sampling. Data yang diperoleh kemudian dianalisis secara kualitatif. Hasil penelitian menunjukkan bahwa letusan Gunung Kelud sangat berdampak pada masyarakat perikanan di Kabupaten Kediri baik secara sosial maupun ekonomi. Dampak secara sosial berupa perubahan status pembudidaya, perubahan sosial dan perubahan mata pencaharian. Secara ekonomi, dampak letusan Gunung Kelud menyebabkan 274 pembudidaya di 16 kecamatan mengalami kerugian dengan total kerugian sebesar 3,9 milyar rupiah. Rata-rata nilai kerugian yang dialami oleh setiap pembudidaya adalah 14,4 juta rupiah per orang yang meliputi kematian ikan, kematian benih ikan, kematian induk ikan, rusaknya kolam ikan, serta rusaknya peralatan budidaya.Title: The Impact of Mount Kelud Eruption To Fisheries Bussinessin Kediri District, East Java ProvinceThis study aims to assess the impact of the Kelud eruption on fisheries sector in Kediri. The study was conducted in April-May 2014 with a focus on research location in Pare Subdistrict, KediriDistrict which is the catfish seed production centers. Primary and secondary data used in this study. Informants were selected using purposive sampling technique. Data were analyzed qualitatively. The results showed that the Mount Kelud eruption greatly affected to the fisheries sector in Kediri, both socially and economically. Social impact in the form of changes in the status of farmers, changes in social status and changes in livelihood. Economically, the impact of the Kelud eruption caused 274 farmers in 16 districts experienced a loss with a total loss of 3.9 billion dollars. The average value of the losses suffered by each cultivator is 14.4 million dollars per person death of seeds, death of fish, damage to fishponds, and the destruction of farming equipment.

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