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All Journal Dinasti International Journal of Education Management and Social Science Dinasti International Journal of Digital Business Management
Adieb Sultan, Moch.
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Decision Sciences, Operations Research & Management Education

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HOW TO IMPROVE ONLINE SHOP CUSTOMER SATISFACTION THROUGH SERVICE QUALITY Maghfur, M; Hurriyati, Ratih; Adieb Sultan, Moch.
Dinasti International Journal of Digital Business Management Vol. 2 No. 5 (2021): Dinasti International Journal of Digital Business Management (August - Septembe
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijdbm.v2i5.974

Abstract

This study aimed to figure out the Effect of Quality System, E-Service Quality, and Information Quality on Value Perception and Customer Satisfaction of an online marketplace. The number of samples used was 110 respondents who have become customers at Bukalapak, a well-known online shop in Indonesia. Data were collected through a survey toward the customers. The PLS-SEM was applied to evaluate the relationship among variables. The results indicated that the E-Service Quality Variable, Quality System, and also Information Quality positively and significantly affected the Customer Satisfaction Variable. However, only Quality System and Information Quality positively and significantly affected Value Perception, showing its mediation role to Customer Satisfaction. This study suggests that online marketplaces should have more concern to their Quality System and Information Quality as well as E-service quality to improve their sales performance by increasing their customer satisfaction and Value Perception.
ANALYSIS OF E-CRM, E-MARKETING ON CUSTOMER LOYALTY WITH INTERVENING VARIABLES OF CUSTOMER SATISFACTION AT PT. INDOFOOD CBP SUKSES MAKMUR Tbk. Yuliati, Yuliati; Hurriyati, Ratih; Adieb Sultan, Moch.
Dinasti International Journal of Education Management And Social Science Vol. 2 No. 6 (2021): Dinasti International Journal of Education Management and Social Science (Augus
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31933/dijemss.v2i6.997

Abstract

The purpose of this study was to determine the effect of E-CRM and E-Marketing on customer loyalty and intervening satisfaction of consumers of PT. Indofood. In this study, the authors use Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach to answer research problems related to the effect of E-CRM and E-Marketing on customer loyalty with the intervening variable of customer satisfaction. This study indicates that based on the results of hypothesis testing, E-CRM affects customer loyalty with the intervening variable of customer satisfaction, as well as the results of testing the hypothesis that E-Marketing affects customer loyalty with the intervening variable of customer satisfaction.
Co-Authors M Maghfur, M Ratih Hurriyati Yuliati -