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All Journal IJBE (Integrated Journal of Business and Economics) Bidayah: Studi Ilmu-Ilmu Keislaman Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Ilmiah Teunuleh: The International Journal of Social Sciences Ibrah: Jurnal Pengabdian kepada Masyarakat SAWEU: Jurnal Pengabdian Kepada Masyarakat SAWEU: Jurnal Pengabdian Kepada Masyarakat
Mukhsinuddin, Mukhsinuddin
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Religion Arts Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Social Sciences Other

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Effect of Service Quality and Use of E-Service Technology on Customer Loyalty: A Case Study of Maxim in Aceh Marlizar, Marlizar; Agustina, Wulan; Bachtiar, Fandy; Mukhsinuddin, Mukhsinuddin
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 4, No 4 (2021): Budapest International Research and Critics Institute November
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v4i4.2717

Abstract

This study aims to analyze the effect of service quality and use of e-service technology on customer satisfaction and customer loyalty of Maxim online transportation in Aceh. The study used Purba formula to select 96 respondents of total Maxim customers. The sampling technique used two-stage sampling, which was to determine districts/cities purposively and the city of Banda Aceh was obtained because the maxim was only in this city in the Aceh province. Furthermore, random sampling was used to determined respondents in the city of Banda Aceh. Data were obtained through questionnaires and path analysis using IBM SPSS v22 software. Data were obtained through questionnaires and analyzed using path analysis with software SPSS v22. The results reveal that customer satisfaction significantly and positively influence customer loyalty. Further, there is a significant influence on the causal relationship of service quality and the use of e-service technology on loyalty through customer satisfaction. This indicates that to boost customer loyalty, it is important to pay attention to service quality that can improve customer satisfaction.
Co-Authors Ananda, M. Aditya Aprilian, Rahil Imainul Bachtiar, Fandy hamsa, amrizal Hendrawan, Yoni Jamal, Anton Lia Murlisa, Lia Marlizar, Marlizar Maslijar, Heri Muliza Muliza, Muliza MZ, Husamuddin Rinaldi, Mikral Rohana, Syarifah Sumardi Efendi Susantri, Yulia Wulan Agustina YANTO YANTO