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All Journal Indonesian Journal of Science and Technology Journal of Business Management Education (JBME)
Nugraheni, Rury
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Computer Science & IT Economics, Econometrics & Finance Education Environmental Science

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PENGARUH E-SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP CUSTOMER LOYALTY Nugraheni, Rury; Dirgantari, Puspo Dewi; Widjadjanta, Bambang
Journal of Business Management Education (JBME) Vol 4, No 3 (2019)
Publisher : Business Education Program of Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (402.194 KB) | DOI: 10.17509/jbme.v4i3.22562

Abstract

The purpose of this research is to find out the influence of e-service quality and perceived value on customer loyalty in member of online retail Alfacart in Jawa Barat. A total of 200 respondents were using probability sampling. A questionnaire was used a research instrument to collect data from respondents. The analisis technique used is a verification technique using of structure equation model (SEM). The research shows that e-service quality and perceived value has an influence on customer loyalty
Level of Use and Satisfaction of E-Commerce Customers in Covid-19 Pandemic Period: An Information System Success Model (ISSM) Approach Dirgantari, Puspo Dewi; Hidayat, Yusuf Murtadlo; Mahphoth, Mohd Halim; Nugraheni, Rury
Indonesian Journal of Science and Technology Vol 5, No 2 (2020): IJOST: VOLUME 5, ISSUE 2, 2020
Publisher : Universitas Pendidikan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.17509/ijost.v5i2.24617

Abstract

Pandemic outbreaks of COVID-19 have made customers take drastic steps to help world governments to prevent further spread, one of which is by social distancing. This policy made buying and selling online a convenient option to fulfill the needs for goods and/or services. The purpose of this study was to determine the level of use and satisfaction of e-commerce customers in the COVID-19 pandemic period with the information system success model (ISSM) approach that was formed through system quality, information quality, and service quality. The research method used a quantitative approach by distributing questionnaires to respondents of 206 e-commerce costumers. Data analysis used Structural Equation Modeling (SEM) where the results confirm that system quality, information quality, service quality, affected the level of use and user satisfaction of e-commerce customers. E-commerce companies are recommended to maintain, even improve system quality and information quality because information that is less interesting, less relevant, and difficult to understand results in low information quality, which in turn, can reduce the level of use and customer satisfaction.
Co-Authors Hidayat, Yusuf Murtadlo Mahphoth, Mohd Halim Puspo Dewi Dirgantari Widjadjanta, Bambang