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All Journal Proceeding Seminar Nasional Riset Terapan Administrasi Bisnis dan Mice (SNRT)
Aulia Rachmawati
Politeknik Negeri Jakarta

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Pengaruh Kualitas Layanan Elektronik dan Penanganan Keluhan Terhadap Loyalitas Pelanggan (Studi Kasus Pengguna Aplikasi Bukalapak di Kota Depok) Aulia Rachmawati; Ni Made Widhi Sugianingsih; Mawarta Onida Sinaga
Seminar Nasional Riset Terapan Vol. 13 No. 01 (2024): SNRT XIII TAHUN 2024
Publisher : Administrasi Niaga Politeknik Negeri Jakarta

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Abstract

This study analyzes the effect of electronic service quality and complaint handling on customer loyalty of Bukalapak application in Depok City. The aspects of service quality studied include efficiency, availability, fulfillment, security, response, compensation, and ease of contact, while complaint handling is evaluated from empathy, response speed, fairness of solutions, and ease of communication. Data from 100 Bukalapak users were analyzed using SmartPLS 4. The results showed that e-service quality and complaint handling significantly influenced customer loyalty, with calculated t values of 4.998 and 4.215, and a significance of 0.000. These findings confirm the importance of improving service quality and complaint handling in maintaining customer loyalty.
Co-Authors Mawarta Onida Sinaga Ni Made Widhi Sugianingsih