The Influence of Electronic Service Quality on Electronic Customer Satisfaction Through Customer Value (Survey on InDrive Indonesia Application Users)

Andinna Putri Sutria

Abstract


This research aims to obtain an overview and magnitude of the influence ofelectronicservicequalityonelectroniccustomersatisfactionthroughcustomervalue (survey of InDrive Indonesia Application users). The type of researchusedisdescriptiveandverificationwithaquantitativeapproach.Thepopulation in this study was 105,000 with a sample of 200 respondents whowere users of the InDrive application using a sampling technique, namelysimplerandomsampling.Thedatawasprocessedstatisticallyusingthestructural equation modeling (SEM) method with the help of SPSS 24.0 forWindows software. The findings in this research found that electronic servicequality and customer value were in the high category, while electronic customersatisfaction was in the quite high category. Electronic service quality has apositive and significant influence on electronic customer satisfaction throughcustomer value. These findings indicate that implementing electronic servicequality can build customer value and form electronic customer satisfactionamongInDrive Applicationusers.


Keywords


Kualitas Layanan Elektronik, Nilai Pelanggan, Kepuasan Pelanggan Elektronik

References


Abadi, R., Nursyamsi, I., & Munizu, M. (2020). Effect of Nilai Pelanggan and Experiential Marketing to Customer Loyalty with Customer Satisfaction as Intervening Variable: Case Study on Go-Jek Makassar Consumers. 13(1), 767–774. https://doi.org/10.5220/0009505107670774

Aburumman, A., Kumail, T., Al Muala, A., Sadiq, F., & Abbas, S. M. (2022). Impact of Online Destination and Image Dimensions on E-Satisfaction: An International Tourists’ Perspective. International Journal of Hospitality and Tourism Systems, 15(1), 59–68.

Afiff, A. Z. (2021). The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value , Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia The Addition of Spiritual Dimension on Customer Value to I. 1(1). https://doi.org/10.21002/amj.v1i1.1978

Agung, A., & Arindra, N. (2022). Produk Terhadap Kepuasan Konsumen Di Naughty Nuri ’ S Warung Seminyak the Effect of Service and Product Quality on Consumer Satisfaction At Naughty. 01(08), 2103–2118.

Ahmed, W., Hussain, S., Muhammad, R., Jafar, S., Latif, W. U., & Agriculture, F. (2017). Impact of E-Service Quality on Purchase Intention Through Mediator Perceived Value in Online Shopping Impact of E-Service Quality on Purchase Intention Through Mediator Perceived Value in Online Shopping. November.

Akuntansi, J., Pranitasari, D., & Sidqi, A. N. (2021). Analisis Kepuasan Pelanggan Elektronik Shopee Menggunakan Metode E-Service Quality dan Kartesius. 18(02), 12–31.

Al-Nuaimi, I. T. I., Mahmood, A. K. Bin, Jung, L. T., & Jebur, H. H. (2013). A review of e-service quality dimensions in user satisfaction. International Conference on Research and Innovation in Information Systems, ICRIIS, November, 186–191. https://doi.org/10.1109/ICRIIS.2013.6716706

Alam, S. S., Ali, M. H., Omar, N. A., & Hussain, W. M. H. W. (2020). Customer satisfaction in online shopping in growing markets: An empirical study. International Journal of Asian Business and Information Management, 11(1), 78–91. https://doi.org/10.4018/IJABIM.2020010105

Alandri, S. K. (2019). Sharia Hotel Concept and Customer Value Effect on Customer Satisfaction. Integrated Journal of Business and Economics, 3(2), 207. https://doi.org/10.33019/ijbe.v3i2.175

Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021). Impact of Service Quality on the Customer Satisfaction : Case study at Online Meeting Platforms. 2, 65–77.

Ali, H., Rivai Zainal, V., & Rafqi Ilhamalimy, R. (2022). Determination of Purchase Decisions and Customer Satisfaction: Analysis of Brand Image and Service Quality (Review Literature of Marketing Management). Dinasti International Journal of Digital Business Management, 3(1), 141–153. https://doi.org/10.31933/dijdbm.v3i1.1100

Aliyah, F., Utami, W., & Irda, I. (2021). Kualitas Layanan Elektronik, Harga Dan Persepsi Manfaat Fitur Go-Pay Terhadap Kepuasan Pelanggan Gojek Di Kota Padang. Jurnal Manajemen Universitas Bung Hatta, 16(1), 48–56. https://doi.org/10.37301/jmubh.v16i1.18342

Alonso-dos-santos, M., Moreno, F. C., Ríos, F. M., Alguacil, M., & Alonso-dos-santos, M. (2017). Online Sport Event Consumers : Attitude , E-Quality and E- Satisfaction. 12(2), 54–70. https://doi.org/10.4067/S0718-18762017000200005

Amalia, S., Hurriyati, R., & Dirgantari, P. D. (2023). Dampak Electronic Word of Mouth dan Percieved Value dalam Meningkatkan Online Repurchase Intention pada Platform Tokopedia. Jurnal Ilmiah Manajemen, 14(3), 619–636.

Amin, M. Al, & Juniati, D. (2017). Klasifikasi Kelompok Umur Manusia. MATHunesa, 2(6), 34.

Anggraini, F., & Budiarti, A. (2020). Pengaruh Harga, Promosi, dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pelanggan Pada Konsumen Gojek. Jurnal Pendidikan Ekonomi (JUPE), 8(3), 86–94. https://doi.org/10.26740/jupe.v8n3.p86-94

Apple. (2024). APPSTORE. Apple.

Aprianto, R. (2016). Pengaruh Promosi Dan Pelayanan Terhadap Kepuasa Pelanggan Pada Toko BNJ Elektronoik Kota Lubuklinggau. Pengaruh Promosi ……..( Ronal Aprianto), 02(01), 41–63.

Aprilla, I. W., & Amalia, S. (2019). Peran Kualitas Pelayanan Terhadap Loyalitas Pelanggan Jasa Transportasi Online. Jurnal Riset Bisnis Dan Investasi, 5(1), 1. https://doi.org/10.35697/jrbi.v5i1.1611

Arfifahani, D. (2018). Pengaruh Nilai Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan (Studi Kasus Concordia Executive Lounge Terminal A Bandara International Adisutjipto Yogyakarta). Jurnal Ekobis Dewantara, 1(3), 42–47.

Arianto, N., Asmalah, L., Ramadhan, F., Manajemen, P. S., Ekonomi, F., Pamulang, U., & Tangerang, K. (2021). UPAYA MENINGKATKAN KEPUASAN PENUMPANG OJEK ONLINE. 9(2), 101–111.

Arina, Y., Japarianto, E., Pemasaran, J. M., Petra, U. K., & Siwalankerto, J. (2013). Experience terhadap Customer Satisfaction di De Kasteel Resto Surabaya. Jurnal Manajemen Pemasaran Petra, 1(1), 1–7.

Ashghar, S. A., & Nurlatifah, H. (2020). Analisis Pengaruh Perceived Ease of Use, Perceived Usefulness, dan Perceived Risk terhadap Keinginan Membeli Kembali melalui e-Trust dan s-Satisfaction (Studi Kasus Pengguna Gopay pada Transaksi UMKM). Jurnal Al Azhar Indonesia Seri Ilmu Sosial, 1(1), 40. https://doi.org/10.36722/jaiss.v1i1.459

Ashoer, M., Syahnur, M. H., Taufan, R. R., & Siangka, A. N. (2019). Menyelidiki Loyality. Manajemen Dan Bisnis, 5(2), 183–198.

Asnaniyah, S. (2022). Pengaruh E-Service Quality, E-Trust Dan E-Satisfaction Terhadap E-Loyalty Konsumen Muslim. Journal of Comprehensive Islamic Studies, 1(2), 275–302. https://doi.org/10.56436/jocis.v1i2.142

Aulia, S. A., Sukati, I., Batam, U. P., & Sulaiman, Z. (2016). A Review : Customer Perceived Value and its Dimension Asian Journal of Social Sciences A Review : Customer Perceived Value and its Dimension. April. https://doi.org/10.20448/journal.500/2016.3.2/500.2.150.162

Aynie, R. Q., Hurriyati, R., & Dirgantari, P. D. (2021). Strategi pemasaran electronic word of mouth pada e-commerce dalam menghadapi era digital 4.0 di indonesia. Jurnal Ekonomi Keuangan Dan Manajemen, 17(1), 136–143. http://journal.feb.unmul.ac.id/index.php/INOVASI

Aziah, A., & Adawia, P. R. (2018). Analisis Perkembangan Industri Transportasi Online di Era Inovasi Disruptif ( Studi Kasus PT Gojek Indonesia ). 18(2), 149–156.

Azizah. (2019). Faktor Penentu Pemilihan Jasa Transportasi Online Pada Masyarakat Banyumas. Sustainable Competitive Advantage, 9(339), 339–347. http://jp.feb.unsoed.ac.id/index.php/sca-1/article/view/1422

Basuki Kustiadi. (2021). Pengaruh Transportasi Online Dan Aplikasi Pembayaran Online Terhadap Keputusan Menjadi Milenial Entrepreneur Dimediasi Regulasi Startup. Media Manajemen Jasa, 9(2), 30–40.

Behjati, S. (2012). Interrelation between E-service Quality and E-satisfaction and Loyalty. 4(9), 75–86.

Berliana, C. (2022). Effect Of E-Service Quality, E-Trust, And Commitment On E-Loyalty With E-Satisfaction As A Mediation Variable Pengaruh E-Service Quality, E-Trust, Dan Commitment Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Mediasi. Management Studies and Entrepreneurship Journal, 3(4), 2397–2413. http://journal.yrpipku.com/index.php/msej

Birusman, M. (2017). Harga Dalam Perspektif Islam. Mazahib, 4(1), 86–99.

Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015a). E-Service Quality: A Meta-Analytic Review. Journal of Retailing, 91(4), 679–700. https://doi.org/10.1016/j.jretai.2015.05.004

Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015b). E-Service Quality: A Meta-Analytic Review

Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015). E-Service Quality: A Meta-Analytic Review. Journal of Retailing, 91(4), 679–700. https://doi.org/10.1016/j.jretai.2015.05.004. Journal of Retailing, 91(4), 679–700.

Bressolles, G., Durrieu, F., & Senecal, S. (2014). A consumer typology based on e-service quality and e-satisfaction Journal of Retailing and Consumer Services A consumer typology based on e-service quality and e-satisfaction. Journal of Retailing and Consumer Services, 21(6), 889–896. https://doi.org/10.1016/j.jretconser.2014.07.004

Chaniago, A. (2017). Pengaruh Mutu Pelayanan dan Nilai Pelanggan terhadap Loyalitas Pelanggan. Jurnal Lentera Bisnis, 1(2), 1–15.

Chen, Q., & Rodgers, S. (2008). American Behavioral Scientist. September. https://doi.org/10.1177/0002764208321340

Chen, Q., Rodgers, S., & He, Y. (2008). A critical review of the E-satisfaction literature. American Behavioral Scientist, 52(1), 38–59. https://doi.org/10.1177/0002764208321340

Christian, M., & Nuari, V. (2016). Pengaruh kualitas layanan terhadap loyalitas konsumen studi kasus: Belanja online Bhinneka.com. Jurnal Siasat Bisnis, 20(1), 33–53. https://doi.org/10.20885/jsb.vol20.iss1.art4

Chuah, S. H. W., Aw, E. C. X., & Cheng, C. F. (2022). A silver lining in the COVID-19 cloud: examining customers’ value perceptions, willingness to use and pay more for robotic restaurants. Journal of Hospitality Marketing and Management, 31(1), 49–76. https://doi.org/10.1080/19368623.2021.1926038

Ciputra, W., & Prasetya, W. (2020). Analisis Pengaruh E-Service Quality, Perceived Value Terhadap Customer Satisfaction, Trust, dan Customer Behavioral Intention. COMMENTATE: Journal of Communication Management, 1(2), 109. https://doi.org/10.37535/103001220201

Dan, B., Customer, P., Kasus, S., & Kelfairo, P. (2023). https://doi.org/10.61722/jssr.v1i2.499. 1(2), 1118–1129.

Dan, S., Pelayanan, K., Minat, T., Rinaldi, A., & Santoso, S. B. (2018). ( Studi pada Pelanggan Traveloka di Kota Semarang ). 7(2016), 1–14.

Darmo, I. S. (2019). Pengaruh E-Service Quality Terhadap Purchase Intention Dengan E-Wom Dan Perceived Value Sebagai Variabel Intervening. Jurnal Industri Kreatif Dan Kewirausahaan, 1(2), 97–108. https://doi.org/10.36441/kewirausahaan.v1i2.117

Dejawata, T. B., Kumanji, S., & Abdillah, Y. (2014). DAN LOYALITAS PELANGGAN ( Survei pada Pelanggan “ Cake in Jar ” Cafe Bunchbead Kota Malang ). Jurnal Administrsi Bisnis, 17(2), 1–8.

Destianti, V. R., Sitanggang, M., Fachriza, A., & Yusuf, A. (2021). Analisis Pengaruh Nilai Pelanggan terhadap Kepuasan Pelanggan Aplikasi Kredivo di Karawang. Jurnal Manajemen, 13(2), 273–281.

Deyalage, P. A., & Kulathunga, D. (2019). Factors Affecting Online Customer Satisfaction: The Sri Lankan Perspective. International Journal of Business and Management, 14(2), 99. https://doi.org/10.5539/ijbm.v14n2p99

Dharmawan, D., & Adista, D. (2019). Pengaruh Kualitas Layanan Dan Nilai Pelanggan Terhadap Kepuasan Pelanggan Grab Bike Di Universitas Krisnadwipayana. Jurnal Manajemen Bisnis Krisnadwipayana, 7(1), 39–48. https://doi.org/10.35137/jmbk.v7i1.266

Diab, B. (2009). ( Studi Kasus pada Gies Batik Pekalongan ) Sertifikasi.

Dwi Hadya Jayani. (n.d.). Inilah Potensi Pendapatan Transportasi Online dari Masa ke Masa. Retrieved September 19, 2019, from https://databoks.katadata.co.id/datapublish/2019/09/19/inilah-potensi-pendapatan-transportasi-online-dari-masa-ke-masa#:~:text=Pertumbuhan pendapatan dari transportasi online rata-rata sebesar 15%2C76%25,2019 dan akan meningkat hingga 20%25 pada 2023

Ekuitas, S., Anasta, M., Damanik, A., Fauzi, A., & Situmorang, S. H. (2022). Pengaruh Perceived Usefulness , Perceived Enjoyment dan Kepercayaan Terhadap Continuance Intention Melalui Kepuasan Pada Generasi Millenial Pengguna E-Wallet di Kota Medan. 3(4), 827–834. https://doi.org/10.47065/ekuitas.v3i4.1475

Elvina, C., & Lestari, R. B. (2022). Pengaruh Kualitas Pelayanan, Nilai Pelanggan, Kualitas Produk, Dan Harga Terhadap Kepuasan Pelanggan Ichiban Sushi Di Palembang Trade Center. Publikasi Riset Mahasiswa Manajemen, 3(2), 128–141. https://doi.org/10.35957/prmm.v3i2.2315

Ermida, N. E., Ghalib, S., & Wahyuni, N. (2022). Pengaruh Diskon dan Kualitas Layanan Elektronik terhadap Kepuasan Pelanggan pada Aplikasi Tix ID di Kota Banjarmasin. Smart Business Journal, 1(1), 41. https://doi.org/10.20527/sbj.v1i1.12790

Fadilla Prasevie, S., & Razak, I. (2018). Jurnal Manajemen Bisnis Krisnadwipayana Silviana Fadilla Prasevie dan Ismail Razak. 6(2).

Fahira, A., Rahma, T. I. F., & Syahriza, R. (2022). Pengaruh E-Service Quality Terhadap E-Satisfaction Nasabah Bank Sumut Syariah. Dinamika Ekonomi - Jurnal Ekonomi Dan Bisnis, 15(1), 247–264. https://doi.org/10.53651/jdeb.v15i1.358

Fakhiriyah, 2020. (2020). PENGARUH LAYANAN TRANSPORTASI ONLINE ( GOJEK ) TERHADAP PERLUASAN LAPANGAN KERJA BAGI MASYARAKAT. 3, 34–41.

Fathian, M., & Gholamian, M. R. (2011). FULL RELATIONSHIP AMONG E-SATISFACTION , E- TRUST , E-SERVICE QUALITY , AND E-LOYALTY : THE. 33(1).

Gajewska, T., Zimon, D., & Madzík, P. (2019). The impact of the level of customer satisfaction on the quality of e-commerce services. https://doi.org/10.1108/IJPPM-01-2019-0018

Ghiffari, S. (2019). Pemanfaatan Transportasi Berbasis Aplikasi Online Pada Mobilitas Mahasiswa Ugm. 1–10. https://etd.repository.ugm.ac.id/penelitian/detail/168674

Go Brian R. Gosal, & Innocentius Bernarto. (2021). Pengaruh E-security, E-service Quality terhadap E-satisfaction dan Pengaruh E-satisfaction, E-security, dan E-service Quality terhadap E-repurchase Intention Secara Langsung pada Pengguna E-commerce Tokopedia. Jurnal Administrasi Bisnis (JAB), 11(2), 93–103.

Gofur, A. (2019). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 4(1), 37–44. https://doi.org/10.36226/jrmb.v4i1.240

Gong, T., & Yi, Y. (2018). The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries. Psychology and Marketing, 35(6), 427–442. https://doi.org/10.1002/mar.21096

Haghkhah, A., & Asgari, A. A. (2000). Effects of Customer Value and Service Quality on Customer Loyalty : Mediation Role of Trust and Commitment in Business-To-Business Context. Management Research and Practice, 12(1), 27–47.

Hanifa, R., Trianto, A., & Hendrich, M. (2019). Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Konsumen Pengguna Jasa Layanan Go-Ride Pada Bisnis JasaTranportasi Go-Jek di Kota Palembang. MOTIVASI Jurnal Manajemen Dan Bisnis, 4, 714–722. http://jurnal.um-palembang.ac.id/motivasi

Hardani, Auliya, N. H., Andriani, H., Fardani, R. A., Ustiawaty, J., Utami, E. F., Sukmana, D. J., & Istiqomah, R. R. (2020). Metode Penelitian Kualitatif & Kuantitatif. In H. Abadi (Ed.), CV. Pustaka Ilmu: Vol. Vol. 1 (Issue March).

Iannitto, E. (2019). The Customer Value: A Bibliographical Review. International Journal of Marketing Studies, 11(3), 106. https://doi.org/10.5539/ijms.v11n3p106

Ilgaz, H., & Gülbahar, Y. (2023). International Review of Research in Open and Distributed Learning A Snapshot of Online Learners : e-Readiness , e-Satisfaction and Expectations A Snapshot of Online Learners : e-Readiness , e- Satisfaction and Expectations.

Indra, D., Regita, & Purba, J. T. (2019). Pengukuran Kualitas Pelayanan, Harga Dan Customer Value Terhadap Kepuasan Pelanggan Transportasi Online Bagi Kaum Millenial. Journal of Accounting & Management Innovation, 3(1), 14–35.

Indrata, S. L., Susanti, C. E., & Kristanti, M. M. (2017). Pengaruh Perceived Value Dan E-Service Quality Terhadap Customer Behavioral Intention Melalui Customer Satisfaction Pada Pengguna Gojek Di Surabaya. Kajian Ilmiah Mahasiswa Manajemen (KAMMA), 6(2), 2303–1611. http://journal.wima.ac.id/index.php/KAMMA/

Indriyarti, E. R., & Wibowo, S. (2020). Bisnis Kesehatan Berbasis Digital: Intensi Pengguna Aplikasi Digital Halodoc. Jurnal Pengabdian Dan Kewirausahaan, 4(2). https://doi.org/10.30813/jpk.v4i2.2328

Jung, S., & Jin, B. (2016). Sustainable Development of Slow Fashion Businesses : Customer Value Approach. https://doi.org/10.3390/su8060540

Khaer, M., H, S. M., & Syarkawi, M. T. (2020). Studi Perbandingan Karakteristik Pengguna Angkutan Online dan Angkutan Konvensional di Kota Makassar. Jurnal Teknik Sipil MACCA, 5(3), 275–289. https://doi.org/10.33096/jtsm.v5i3.205

Khairusy, M. A., Hurriyati, R., Dirgantari, P. D., & Suprayogi, Y. (2021). The Correlation of Value Chain, Service Quality, and Web Quality on Consumer Satisfaction. Jurnal Ad’ministrare, 8(2), 347. https://doi.org/10.26858/ja.v8i1.24999

Kim, H., Gupta, S., & Koh, J. (2011). Information & Management Investigating the intention to purchase digital items in social networking communities : A customer value perspective. Information & Management, 48(6), 228–234. https://doi.org/10.1016/j.im.2011.05.004

Ko, Y. J., & Valacich, J. (2011). A Structural Model of the Relationships Between Sport Website Quality , E-Satisfaction , and E-Loyalty. November 2015. https://doi.org/10.1123/jsm.25.5.458

Komppula, R. (2014). Pursuing Customer Value in Tourism-A Rural Tourism Case Study – A RURAL TOURISM CASE-STUDY Raija Komppula University of Joensuu. January 2005.

Kucia, M., Hajduk, G., Mazurek, G., & Kotula, N. (2021). The implementation of new technologies in customer value management—A sustainable development perspective. Sustainability (Switzerland), 13(2), 1–16. https://doi.org/10.3390/su13020469

Kumbara, V. B. (2021). DETERMINASI NILAI PELANGGAN DAN KEPUTUSAN PEMBELIAN : ANALISIS KUALITAS PRODUK , DESAIN PRODUK. 2(5), 604–630.

Kumentas, R. J. A., Rorong, I. P. F., & ... (2022). Analisis Perbandingan Pendapatan Driver Ojek Konvensional Dan Ojek Online Gojek (Studi Pada Driver Ojek Dan Ojek Online Di …. Jurnal Berkala Ilmiah …, 22(6), 121–132.

https://ejournal.unsrat.ac.id/index.php/jbie/article/view/43076%0Ahttps://ejournal.unsrat.ac.id/index.php/jbie/article/download/43076/37915

Kunadi, E. F., Wuisan, D. S. S., Pelita, U., & Tangerang, H. (2021). LOYALTY PENGGUNA GOFOOD INDONESIA YANG DIMEDIASI OLEH PERCEIVED VALUE DAN CUSTOMER SATISFACTION. 8(1).

Lasyakka, B., Astuti, E. S., & Suyadi, I. (2015). Faktor-Faktor Kualitas E-Service yang Berpengaruh terhadap Perceived Value pada Website E-Commerce Lazada.co.id. Jurnal Administrasi Bisnis (JAB), 24(2), 1–5. administrasibisnis.studentjournal.ub.ac.id%0A

Li, H., & Suomi, R. (2009). A Proposed Scale for Measuring E-service Quality. International Journal of U- and e-Service, Science and Technology, 2(1), 1–10.

Liani, A. M., & Yusuf, A. (2021). Pengaruh E-Trust terhadap E-Loyalty Dimediasi oleh E-Satisfaction pada Pengguna Dompet Digital Gopay. YUME : Journal of Management, 4(1), 138–149. https://doi.org/10.37531/yume.vxix.445

Luckyardi, S., Hurriyati, R., Widjajanta, B., Disman, Dirgantari, P. D., & Wibowo, B. D. S. (2022). Private Universities in Indonesia: Perspective on Students’ Satisfaction and Marketing Strategy in Post-Pandemic Era. Journal of Eastern European and Central Asian

Research, 9(5), 726–740. https://doi.org/10.15549/jeecar.v9i5.1053

Maharani, A. A. S., Swastika, I. P. A., & Astawa, N. L. P. N. S. P. (2023). Analisis Kualitas Pelayanan Elektronik (E-SERVQUAL): Berfokus pada Website ZuBlu. Kumpulan Artikel Mahasiswa Pendidikan Teknik Informatika (KARMAPATI), 12(1), 86–94. https://www.zubludiving.com/

Maharani, T. R., Dartanala, M. A., & Maharani, A. D. (2022). Keputusan Pembelian Pada Promo Tanggal Kembar Platform E- Commerce Shopee. 674–684.

Mai, D. S., & Cuong, D. T. (2021). Relationships between Service Quality , Brand Image , Customer Satisfaction , and Relationships between Service Quality , Brand Image , Customer Satisfaction , and Customer Loyalty. 8(March). https://doi.org/10.13106/jafeb.2021.vol8.no3.0585

Maleki, M., Shevtshenko, E., & Cruz-Machado, V. (2013). Vartotojo vertybių dydžių lyginamoji analizė. Engineering Economics, 24(5), 488–495. https://doi.org/10.5755/j01.ee.24.5.3241

Maruli, S., Pandiangan, T., Resmawa, I. N., & Simanjuntak, O. D. P. (n.d.). Effect of E-Satisfaction on Repurchase Intention in Shopee User Students. 7785–7791.

Merkusi, M. O., & Sari, D. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Pada Tour Dan Travel Di Koper Komunika Indonesia Yogyakarta). E-Proceeding of Management, 2(2355–9357), 3525–3533. www.parekraf.go.id

Mokoagouw, A., Massie, J., & Wenas, R. (2018). Pengaruh Nilai Pelanggan dan Kualitas Pelayanan Terhadap. Jurnal Riset Bisnis Dan Manajemen, 6(2), 241–258. https://ejournal.unsrat.ac.id/index.php/jrbm/article/view/20142

Muchtar, H. (2010). No 主観的健康感を中心とした在宅高齢者における 健康関連指標に関する共分散構造分析Title. Penerapan Penilaian Autentik Dalam Upaya Peningkatan Mutu Pendidikan], 53(14), 68–76. http://publications.lib.chalmers.se/records/fulltext/245180/245180.pdf%0Ahttps://hdl.handle.net/20.500.12380/245180%0Ahttp://dx.doi.org/10.1016/j.jsames.2011.03.003%0Ahttps://doi.org/10.1016/j.gr.2017.08.001%0Ahttp://dx.doi.org/10.1016/j.precamres.2014.12

Mukrimaa, S. S., Nurdyansyah, Fahyuni, E. F., YULIA CITRA, A., Schulz, N. D., غسان, د., Taniredja, T., Faridli, E. M., & Harmianto, S. (2016). No 主観的健康感を中心とした在宅高齢者における 健康関連指標に関する共分散構造分析Title. Jurnal Penelitian Pendidikan Guru Sekolah Dasar, 6(August), 128.

Mulyono, T. E., & Kunto, Y. S. (2022). Pengaruh Brand Association Dan Nutrition Label Terhadap Perilaku Pasca Pembelian Cimory Yogurt: Efek Moderasi Family Orientation. Jurnal Manajemen Pemasaran, 16(2), 133–139. https://doi.org/10.9744/pemasaran.16.2.133-139

Mutaqin, M. R., Malik, M., Rohandi, A., Ayu, S., & Mahani, E. (2023). Pengaruh Harga dan Kualitas Pelayanan Terhadap Keputusan Pembelian Transportasi Online Indrive di Bandung. 69–78.

Naldi, M. (2002). Internet access traffic sharing in a multi-operator environment. Computer Networks, 38(6), 809–824. https://doi.org/10.1016/S1389-1286(01)00307-3

Nasir, et, A. (2023). No 主観的健康感を中心とした在宅高齢者における 健康関連指標に関する共分散構造分析Title. 9(1), 356–363.

Noname. (2024). Traffic Share. Supprt.Similarweb.

Noor, S., & Tajik, O. (2022). Defining Simple Random Sampling in a Scientific Research. 1(November), 78–82.

Nurislamiah, M., & Diningrat, B. R. (2020). Self concept Perempuan Pengemudi Transportasi Ojek Online di Kabupaten Kuningan. Communicative : Jurnal Komunikasi Dan Dakwah, 1(2), 62. https://doi.org/10.47453/communicative.v1i2.406

Pebriany, S. F., Yahya, E. S., & Kania, R. (2021). Analisis Pengaruh Kualitas Layanan Elektronik dan Persepsi Nilai terhadap Kepuasan dan Loyalitas Konsumen pada Beauty E-Commerce. Industrial Research Workshop and National Seminar, 4–5.

Pei, X. L., Guo, J. N., Wu, T. J., Zhou, W. X., & Yeh, S. P. (2020). Does the effect of customer experience on customer satisfaction create a sustainable competitive advantage? A comparative study of different shopping situations. Sustainability (Switzerland), 12(18), 1–19. https://doi.org/10.3390/SU12187436

Persepsi, D. A. N., Terhadap, K., & Alfaris, M. (2023). KEPUTUSAN PENGGUNAAN APLIKASI PEMBAYARAN. 4(April), 67–74.

Prabhu, S. (2016). A STUDY OF RETAIL SERVICE GAPS WITH SPECIFIC REFERENCE TO THREE. October.

Prahiawan, W., Fahlevi, M., Juliana, J., Purba, J. T., & Tarigan, S. A. A. (2021). The role of e-satisfaction, e-word of mouth and e-trust on repurchase intention of online shop. International Journal of Data and Network Science, 5(4), 593–600. https://doi.org/10.5267/j.ijdns.2021.8.008

Prasetyo, R. A., & Rismayani, R. (2015). STUDI KARAKTERISTIK DAN FAKTOR-FAKTOR DOWNSTREAM USER TRANSPORTASI ONLINE ( RIDE SHARING ) DI KOTA BANDUNG. 1–12.

Prastiwi, M. A. (n.d.). BALIK INFORMASI ELEKTRONIK PERPUSTAKAAN NASIONAL REPUBLIK INDONESIA.

Pratiwi, D., & Hutasuhut, I. P. (2017). Pengaruh E -Service Quality dan P erceived Value Terhadap E-Satisfaction yang Berdampak pada E-Loyalty Mataharimall . com ( Studi pada. 32, 1–12.

Purnamasari, D. (n.d.). The Roles of E-Service Quality , E-Trust , and E-Satisfaction on Online Retail Loyalty.

Putlia, G., & Sundoro, H. S. (2023). Faktor yang Mempengaruhi Kepuasan Pelanggan pada Pembelian di Honda Permata Serpong. 7(2), 113–121. https://doi.org/10.31294/widyacipta.v7i2.15678

Raafi’udin, R., Hananto, B., & Nugrahaeni Puspita Dewi, C. (2020). Analisa Trafik Pengunjung Website dalam Pengembangan UI dan UX. Informatik : Jurnal Ilmu Komputer, 15(2), 61. https://doi.org/10.52958/iftk.v15i2.1419

Rahmalia Putri, & Chan Syafruddin. (2019). Pengaruh Service Quality Dan E-ServiceQuality Terhadap Customer SatisfactionYang Dimediasi Oleh Perceived Value PadaPelanggan Pt Tiki Jalur Nugraha Ekakurir(Jne) Di Kota Banda Aceh. Jurnal Manajemen Dan Inovasi, 10(1), 66–76.

Rahmanda, V., & Silalahi, P. R. (2022). Analisis Strategi Keunggulan Go-Jek dan Grab dalam Meningkatkan Pasar di Indonesia. Jurnal Ilmu Komputer, Ekonomi Dan Mananjemen, 2(1), 142–147. https://id.wikipedia.org/wiki/Gojek.

Rahmawati, E., & Sanaji. (2015). Pengaruh customer engagement terhadap kepuasan. Jurnal Riset Ekonomi Dan Manajemen, 15(2), 246–261.

Ratnasari, I., Siregar, S., & Maulana, A. (2021). How to build consumer trust towards e-satisfaction in e-commerce sites in the covid-19 pandemic time? International Journal of Data and Network

Science, 5(2), 127–134. https://doi.org/10.5267/j.ijdns.2021.2.001

Raynare. (2021). Pengaruh Dimensi E-Service Quality Terhadap E- Customer Satisfaction Serta Dampaknya Terhadap E- Customer Loyalty Jd . Id the Influence of E-Service Quality Dimensions on E- Customer Satisfaction and the Impact on E-Customer Loyalty Jd . Id. E-Proceeding of Management, 8(6), 7803–7813.

Rifky, A., & Wibisono, N. (2019). Pengaruh Kualitas Layanan, Biaya Transaksi dan Nilai Pengalaman terhadap Kepuasan dan Loyalitas Pengguna Aplikasi Online Mobile Game. Prosiding Industrial Research Workshop and National Seminar, 10(1), 1264–1273. https://jurnal.polban.ac.id/ojs-3.1.2/proceeding/article/view/1438

Rifqi, M., & Yunita, D. (2022). Pengaruh E-Service Quality Terhadap E-Satisfaction Pada Konsumen Tokopedia Di Kota Palembang. 20(3).

Riyanjaya, N. A., & Andarini, S. (2022). Pengaruh Online Customer Review dan Online Customer Rating Terhadap Minat Beli Produk Wardah Di Situs Belanja Online Shopee. El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam, 3(5), 927–944. https://doi.org/10.47467/elmal.v3i5.1179

Rustam, T. A. (2023). Pengaruh Kualitas Produk , Citra Merek dan Promosi Terhadap Kepuasan Pelanggan Pada Produk Maybelline di Kota Batam. 6(12), 447–461.

Sabiote, C. M., Frías, D. M., & Castañeda, J. A. (2012). moderating effect of culture E-service quality as antecedent to e-satisfaction The moderating effect of culture. https://doi.org/10.1108/14684521211229011

Saneva, D., & Chortoseva, S. (2020). Service quality, customer satisfaction and customer loyalty: Testing a structural equation model. Quality - Access to Success, 21(179), 124–128.

Santoso, M. H. (n.d.). Pengembangan Aplikasi Mobile yang User-Friendly : Strategi Desain UX. 1–11.

Saputra, H., Pangestu, M. G., Margaretha, C., Christian, M., & Vauzan, Z. R. (2024). Strategi Peningkatan Kepuasan Pelanggan di Café Kopi Ketje , Kota Jambi : Evaluasi Harga , Kualitas Pelayanan , dan Kualitas Produk. 3, 284–295.

Saputra, Y. S., & Hati, S. W. (2019). Analisis Kepuasan Pelanggan Terhadap Kualitas Layanan Ojek Online (Wakjek) Di Kota Batam. Journal of Applied Business Administration, 1(1), 96–121. https://doi.org/10.30871/jaba.v1i1.1271

Saputri, M. E. (2016). Pengaruh Perilaku Konsumen Terhadap Pembelian Online Produk Fashion Pada Zalora Indonesia. Jurnal Sosioteknologi, 15(2), 291–297. https://doi.org/10.5614/sostek.itbj.2016.15.02.11

Septiani, L. (2023). Perbandingan Tarif Taksi dan Ojek Online Gojek, Grab, Maxim, inDrive. Katadata.

Septiani, R., & Nurhadi, N. (2020). Peran Mediasi Kepuasan Pelanggan Pada Pengaruh E-Service Quality, Persepsi Harga, Dan Promosi Penjualan Terhadap Loyalitas Pelanggan. Jurnal Fokus Manajemen Bisnis, 10(2), 249. https://doi.org/10.12928/fokus.v10i2.2886

Sethio, E. D., & Siagian, H. (2018). Pengaruh Kualitas Layanan Elektronik Terhadap Loyalitas Pelanggan Melalui Perceived Value Dan Kepuasan Pelanggan Tokopedia. Agora, 6(2), 1–6.

Setiawan, E., & Septiani, S. (2018). Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Pelanggan Pengguna Moda Transportasi Grab di Tangerang Selatan. Jurnal Manajemen Dan Kearifan Lokal Indonesia, 2(1), 54. https://doi.org/10.26805/jmkli.v2i1.24

Shan, T. K., Quality, B. E., Al-nuaimi, I. T. I., Mahmood, M., & Waleed, O. (n.d.). E-Satisfaction based on E-service Quality among university students E-Satisfaction based on E-service Quality among university students. https://doi.org/10.1088/1742-6596/1804/1/012039

Sianipar, G. J. . (2019). PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PENGGUNA JASA TRANSPORTASI OJEK ONLINE (Studi Pada Pelanggan GrabBike Di Kota Medan). Jurnal Manajemen Dan Bisnis, 19, 183–196. https://doi.org/10.54367/jmb.v19i2.576

Sihotang, F. P. (2019). Perbandingan Kualitas Layanan Dua Aplikasi Transportasi Online Menggunakan Metode Servqual. JATISI (Jurnal Teknik Informatika Dan Sistem Informasi), 6(2), 147–162. https://doi.org/10.35957/jatisi.v6i2.190

Sihotang, M., Hadinegoro, R., & Sulastri, E. (2022). HOSPITALS CUSTOMER E-LOYALTY : HOW THE ROLE OF E- SERVICE QUALITY , E-RECOVERY SERVICE QUALITY AND E- SATISFACTION ? 1(1), 23–27.

Siroj, S., Nurwidiawati, D., Mailani, A., Syachwaldi, R. A., Irawan, A., Nurohman, M. Y., & Aditya, S. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Kantor Pos Sindanglaya Cipanas. El-Ecosy : Jurnal Ekonomi Dan Keuangan Islam, 1(1), 1. https://doi.org/10.35194/eeki.v1i1.1134

Slack, N., Singh, G., & Sharma, S. (2020). The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions. International Journal of Quality and Service Sciences, 12(3), 297–318. https://doi.org/10.1108/IJQSS-10-2019-0114

Smith, J. B., & Colgate, M. (2007). Customer value creation: A practical framework. Journal of Marketing Theory and Practice, 15(1), 7–23. https://doi.org/10.2753/MTP1069-6679150101

Stevany, K., Aditama, A. G., Rosalina, A. A., & Sulistyo, F. T. (2021). Faktor-faktor yang Mempengaruhi Kepuasan dan Loyalitas Pelanggan di Restoran selama Pandemik Covid-19. 9(1), 7–16.

Suariedewi, I. G. A. A. M., & Sulistyawati, E. (2016). Peran Perceived Value Memediasi Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen. E-Jurnal Manajemen Universitas Udayana, 5(12), 255123. https://ojs.unud.ac.id/index.php/Manajemen/article/26590/17226

Suarniki, N. N., & Lukiyanto, K. (2020). The role of satisfaction as moderation to the effect of relational marketing and customer value on customer loyalty. International Journal of Innovation, Creativity and Change, 13(4), 108–122.

Sugianto, J., & Sugiharto, S. (2013). 132004-ID-analisa-pengaruh-service-quality-food-qu. Jurnal Manajemen Pemasaran Petra, 1(2), 1–10.

Sugianto, & Muhammad, A. K. (2020). Tingkat Ketertarikan Masyarakat Terhadap Transportasi Online, Angkutan Pribadi Dan Angkutan Umum Berdasarkan Persepsi. Jurnal Teknologi Transportasi Dan Logistik, 1(2), 51–58.

Sulistiawati, R. (2012). Pengaruh Upah Minimum terhadap Penyerapan Tenaga Kerja dan Kesejahteraan Masyarakat di Provinsi di Indonesia. 8, 195–211.

Sulistyowati, R., Paais, L., & Rina, R. (2020). Persepsi Konsumen Terhadap Penggunaan Dompet Digital. ISOQUANT : Jurnal Ekonomi, Manajemen Dan Akuntansi, 4(1), 17. https://doi.org/10.24269/iso.v4i1.323

Suryati, & Hegiarto, A. S. (2023). Analisis Pengalaman Pengguna Shopee Atas Kualitas Layanan dan Kepuasan Pelanggan Elektronik Terhadap Pengguna Shopee di Kalangan Mahasiswa Universitas Teknologi Digital. Jurnal Pendidikan Tambusai, 7(2), 4246–4251.

Susanti, D. (2021). Digital Marketing To Customer Value and Customer Engagement in Repeat Purchase on the Marketplace. SULTANIST: Jurnal Manajemen Dan Keuangan, 9(2), 135–146. https://doi.org/10.37403/sultanist.v9i2.339

Sutarni, S., Irawati, L., Unteawati, B., & Yolandika, C. (2019). Proses Pengambilan Keputusan Pembelian Sayuran Hidroponik Di Kota Bandar Lampung. Journal of Food System & Agribusiness, 2(1), 17–24. https://doi.org/10.25181/jofsa.v2i1.1107

Syahwi, M., & Pantawis, S. (2021). Pengaruh Kualitas Produk, Kualitas Layanan, Citra Perusahaan, dan Nilai Pelanggan Terhadap Kepuasaan Pelanggan Indihome (Studi Kasus pada PT. Telkom Kota Semarang). ECONBANK: Journal of Economics and Banking, 3(2), 150–163. https://doi.org/10.35829/econbank.v3i2.202

Syartika Wati, & Yukur, M. (2021). Mahasiswa Pengemudi Ojek Online (Grab) Fakultas Ilmu Sosial Universitas Negeri Makassar. Pinisi Journal Of Sociology Education Review, 1(2), 30–40. https://ojs.unm.ac.id/jser/article/view/19829

Teofilus, T., & Trisya, R. (2017). Pengaruh Dimensi Kualitas Layanan Elektronik Terhadap Nilai Jasa yang Diterima dan Kepuasan Konsumen (Studi Empiris: Aplikasi GO-JEK). Jurnal Entrepreneur Dan Entrepreneurship, 5(1), 33–44. https://doi.org/10.37715/jee.v5i1.385

Trisnawati, O. M., & Fahmi, S. (2017). Pengaruh Kualitas Layanan Elektronik (E-Servqual) Terhadap Kepuasan Nasabah Pengguna Mobile Banking (Studi pada Pengguna Mobile Banking Bank Sinarmas Cabang Malang). Jurnal Manajemen Dan Bisnis Indonesia, 4(2), 174–184. https://doi.org/10.31843/jmbi.v4i2.116

Triwanda, I. (2020). Kepuasan Konsumen Dengan Kesetiaan Jasa Transportasi Online. 8(3), 451–461. https://doi.org/10.30872/psikoborneo

Tumpuan, A. (2020). Peranan Aplikasi Go Food Terhadap Perkembangan Bisnis Kuliner. TOURISM: Jurnal Travel, Hospitality, Culture, Destination, and MICE, 3(1), 26–30.

Utamie, Y. (2021). No Title. 1(2), 140–146.

Vicramaditya, P. B. (2021). informasi dan persepsi nilai terhadap loyalitas pelanggan melalui kepuasan pelanggan ojek online Kepuasan. 10(2), 325–341. https://doi.org/10.14414/jbb.v10i2.2379

Vlasova, O. S., & Bichkaeva, F. A. (2021). Возрастные Изменения Параметров Углеводного Обмена И Обеспеченности Витаминами В1, В2 У Жителей Двух Северных Регионов. Klinicheskaia Laboratornaia Diagnostika, 66(8), 465–471. https://doi.org/10.51620/0869-2084-2021-66-8-465-471

Waja, Y., Denpasar, M., & Motor, Y. W. (2019). 1 2 1,2. 8(11), 6468–6487.

Waluya, A. I., Iqbal, M. A., & Indradewa, R. (2019). How product quality, brand image, and customer satisfaction affect the purchase decisions of Indonesian automotive customers. International Journal of Services, Economics and Management, 10(2), 177–193. https://doi.org/10.1504/IJSEM.2019.100944

Wang, Y., po lo, H., Chi, R., & Yang, Y. (2004). An integrated framework for customer value and customer-relationship-management performance: A customer-based perspective from China. Managing Service Quality: An International Journal, 14(April), 169–182. https://doi.org/10.1108/09604520410528590

Widyarto, W. O., Djamal, N., & Adhim, F. (2018). Analisis Kualitas Pelayanan Publik dengan Metode Fuzzy-Service Quality (F-Servqual) dan Index Potential Gain Customer Value (IPGCV). Jurnal Sistem Dan Manajemen Industri, 2(2), 101. https://doi.org/10.30656/jsmi.v2i2.769

Wirawan, A., Saranwati, P., Ryanto, N., Syafrina, M., Rahman, F. A., Bisnis, M., & Batam, P. N. (2023). Faktor-Faktor yang Mempengaruhi Tingkat Kepuasan Pelanggan dan Loyalitas Pelanggan Terhadap Layanan Transportasi Online di Kota Batam. 11(1), 11–20.

Wiryana, N. Y., & Erdiansyah, R. (2020). Pengaruh E-Service Quality dan Perceived Value Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Mediasi Pada Bisnis E-Commerce. Jurnal Manajemen Bisnis Dan Kewirausahaan, 4(5), 217. https://doi.org/10.24912/jmbk.v4i5.9231

Wiwoho, G. (2017). Pengaruh Perceived Value Dan E-Service Quality Terhadap Switching Cost Dan Customer Loyalty. Jurnal Ilmiah Akuntansi Dan Keuangan, 6(2), 116–122. https://doi.org/10.32639/jiak.v6i2.531

Yahmini, E. (2020). Kecenderungan Impulse Buying Pada Mahasiswa Ditinjau Dari Latar Belakang Keluarga. Exero:Journal of Research in Business and Economics, 2(1), 41–56. https://doi.org/10.24071/exero.v2i1.2110

Yuliantari, K. (2017). SWOT dalam Menentukan Strategi Pemasaran pada PT Gojek Indonesia. IX(1), 92–99.

Yumita, F. R., Irawan, M. Z., Malkhamah, S., Sistem, M., & Mada, U. G. (2020). Faktor Keengganan Pelajar Menggunakan Angkutan Umum dalam Perjalanan ke Sekolah. 18, 239–248.

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911

Zhang, C., & Chen, X. (2005). Ocrs. 9(2), 71–78. https://doi.org/10.1145/1133890.1133898




DOI: https://doi.org/10.17509/strategic.v24i2.73590

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Universitas Pendidikan Indonesia

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Creative Commons License

Strategic: Jurnal Pendidikan Manajemen Bisnis is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License

View My Stats