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All Journal JURNAL PSIKOLOGI UDAYANA Nomosleca Jurnal Humanitas: Katalisator Perubahan dan Inovator Pendidikan Psikostudia : Jurnal Psikologi Jurnal Abdimas Mandiri Psikoborneo : Jurnal Ilmiah Psikologi Kalbisocio: Jurnal Bisnis dan Komunikasi Economic Reviews Journal Gadjah Mada Journal of Professional Psychology (GamaJPP) Al-Zayn: Jurnal Ilmu Sosial & Hukum ManBiz: Journal of Management and Business Jurnal Psikologi Udayana
Putri, Putu Riana Artyanti
Program Studi Psikologi, Fakultas Ilmu Kesehatan, Universitas Pendidikan Nasional
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Public Health Social Sciences Other

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Journal : Economic Reviews Journal

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Pengaruh E-Service Quality Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Mediasi pada J&T Cargo Kapten Regug Agung Risma Dewi, I Gusti Putu; Artyanti Putri, Putu Riana
Economic Reviews Journal Vol. 4 No. 4 (2025): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v4i4.966

Abstract

In the increasingly competitive logistics industry, companies must develop competitive advantages through the improvement of digital service quality that delivers value and positive experiences for customers. High-quality technology-based services can create customer satisfaction and foster loyalty toward the company. This study aims to examine the effect of E-Service Quality on Customer Loyalty with Customer Satisfaction as a mediating variable at J&T Cargo Kapten Regug. This research employs a quantitative associative approach. Data were collected from 120 customers of J&T Cargo Kapten Regug who have used digital services such as the application, website, or online tracking system. The analysis technique used is Partial Least Squares Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS 3.0 software. The results show that E-Service Quality has a positive and significant effect on Customer Loyalty. Moreover, E-Service Quality has a positive effect on Customer Satisfaction, and Customer Satisfaction positively affects Customer Loyalty. The findings also reveal that Customer Satisfaction partially mediates the relationship between E-Service Quality and Customer Loyalty. This study supports the Expectation Confirmation Model (ECM), which explains that satisfaction arises when service performance meets or exceeds customer expectations, and such satisfaction becomes the foundation for building customer loyalty toward J&T Cargo’s digital services.
Pengaruh E-Service Quality, E-Satisfaction, dan E-Trust Terhadap E-Loyalty pada Pengguna Aplikasi My BCA di Denpasar Astiti Utami Devi, Dewa Ayu Kade; Artyanti Putri, Putu Riana
Economic Reviews Journal Vol. 4 No. 4 (2025): Economic Reviews Journal
Publisher : Masyarakat Ekonomi Syariah Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mrj.v4i4.1016

Abstract

The advancement of digital technology has driven significant transformation in the banking sector, particularly in the development of electronic-based services. One manifestation of this innovation is the MyBCA application, which allows customers to perform various transactions conveniently. However, factors such as e-service quality, e-satisfaction, and e-trust play crucial roles in shaping electronic loyalty (e-loyalty) among users. This study aims to examine the influence of e-service quality, e-satisfaction, and e-trust on e-loyalty among MyBCA application users in Denpasar City. The research employs a quantitative approach with an associative method. The sample size is determined based on Hair et al. (2010), using ten times the number of indicators, resulting in 180 respondents. Data are collected through a Likert-scale questionnaire and analyzed using SPSS software. The analytical techniques include multiple linear regression analysis, F-test, t-test, and the coefficient of determination (R²). The study is expected to provide theoretical contributions to the development of research on e-loyalty in digital banking and offer practical insights for BCA management to enhance electronic service quality aimed at improving customer loyalty.
Co-Authors Abdullah, Selvi N Agung Risma Dewi, I Gusti Putu Alfin , Icha Nur Lailatul Apsari, Ayu Rahmadita Apsary, Ayu Rahmaditha Astiti Utami Devi, Dewa Ayu Kade Ayu Yuli Pratiwi, Ni Made Fendy Suhariadi Fiqih Amalia I Made Rustika I Nyoman Artayasa Idei Khurnia Swasti Imas Pradnyanita Wistarini, Ni Nyoman Lestari, Dita Ni Nyoman Imas Pradnyanita Wistarini Ni Wayan Yuli Anggreni Pramana, Ida Bagus Gde Agung Yoga Pramana, Ida Bagus Gde Yoga Pratiwi, Haningtiyas Firly Putra, Bintang Damara Regaswara S. Putu Ayu Onik Pratidina Putu Ayu Onik Pratidina Ratna Devy Winayanti Ratna Devy Winayanti Sadewa, I Gusti Ngurah Agung Arya Semaraputri, Sang Ayu Ketut Tri Wisjnu Martani Wisjnu Martani Zulfikar, Zabrina Valeria Putri