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Putra, Ridho Sunella
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Humanities Economics, Econometrics & Finance Social Sciences

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Pengaruh e-s-qual terhadap loyalitas menggunakan aplikasi gojek pada masyarakat kota Padang Wardi, Yunia; Engriani, Yunita; Putra, Ridho Sunella
Jurnal Kajian Manajemen Bisnis Vol 8, No 2 (2019): Jurnal Kajian Manajemen Bisnis
Publisher : Jurusan Manajemen Fakultas Ekonomi Universitas Negeri Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (771.416 KB) | DOI: 10.24036/jkmb.10885000

Abstract

The main need of this research is to see the effect of the quality of electronic services (E-S-Qual) on customer loyalty using the online transportation application (Gojek) in the city of Padang. This type of research is causally comparative. This research was conducted in the city of Padang. While the research time was conducted in 2018. The population focused in this study were people who lived in the city of Padang and used the Gojek application with a sample of 160 people taken by purposive sampling. Data is processed using multiple linear regression method and data obtained from questionnaire results. From the results obtained from this study indicate that all dimensions of electronic service quality (E-S-Qual) have a direct relationship with customer loyalty at α = 0.05Keywords: E-S-qual; efficiency; system availability; fulfillment; privacy; customer loyalty
Co-Authors Yunia Wardi Yunita Engriani