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All Journal Transmisi: Jurnal Ilmiah Teknik Elektro Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT) E-Bisnis : Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Penelitian Ekonomi dan Bisnis Jurnal Transformatika Jurnal Manajemen Dayasaing Benefit: Jurnal Manajemen dan Bisnis Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Jurnal EMT KITA JURNAL MEDIA INFORMATIKA BUDIDARMA Jurnal Riset Ekonomi dan Bisnis Jurnal Informatika Universitas Pamulang SEIKO : Journal of Management & Business Jesya (Jurnal Ekonomi dan Ekonomi Syariah) JAE (Jurnal Akuntansi dan Ekonomi) Jurnal Ilmu Manajemen dan Akuntansi Terapan Jurnal Teknologi Dan Sistem Informasi Bisnis JURNAL ILMIAH FEASIBLE (JIF) Jurnal Ilmiah Manajemen Kesatuan SMBJ: Strategic Management Business Journal Journal of Management and Digital Business Dinamika Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Jurnal Manajemen dan Dinamika Bisnis Moneter : Jurnal Keuangan dan Perbankan Indo-Fintech Intellectuals: Journal of Economics and Business Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Diana Aqmala
STIE TOTALWIN SEMARANG
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Industrial & Manufacturing Engineering Social Sciences

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Journal : Journal of Management and Digital Business

 1 
Dampak kualitas layanan, kepercayaan, dan perceived switching cost terhadap loyalitas pelanggan Provider Smartfren di Kota Semarang Syaifuddin, Mukhammad; Putra, Febrianur Ibnu Fitroh Sukono; Aqmala, Diana; Ulfa, Adiila Kustya
Journal of Management and Digital Business Vol. 5 No. 1 (2025): Journal of Management and Digital Business
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/jmdb.v5i1.1560

Abstract

Technological advancements are primarily driven by globalization, which continues to evolve. This development influences people’s patterns of thinking and behavior, particularly in communication, making it easier for individuals to carry out work-related and personal activities. According to a study by We Are Social, 185 million Indonesians were internet users as of January 2024. This study examines the influence of service quality, trust, and perceived switching costs on customer loyalty. The research focuses on residents of Semarang City who have used Smartfren services, with a total sample of 112 respondents collected via Google Forms shared through WhatsApp. The study employs primary data using a non-probability sampling method. The data analysis technique uses multiple linear regression. The results of the analysis indicate that service quality and trust both have a positive and significant influence on customer loyalty. At the same time, perceived switching costs also show a favorable and substantial impact on customer loyalty.
E-Service quality dan price terhadap customer loyalty pengguna Gofood: Peran mediasi customer satisfaction pada Mahasiswa FEB Universitas Dian Nuswantoro Wismiyanti, Rizki Kamila; Perdana, Tito Aditya; Aqmala, Diana; Anomsari, Ariati
Journal of Management and Digital Business Vol. 5 No. 1 (2025): Journal of Management and Digital Business
Publisher : Nur Science Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53088/jmdb.v5i1.1570

Abstract

This study aims to analyze the influence of e-service quality and price on customer loyalty and to examine whether customer satisfaction mediates the relationship between e-service quality, price, and customer loyalty. The sampling technique used in this study is non-probability sampling, specifically purposive sampling, with respondents consisting of GoFood customers who are students at the Faculty of Economics and Business, Dian Nuswantoro University. The sample size consisted of 100 respondents, and data were collected using a structured questionnaire. Data analysis was conducted using Structural Equation Modeling (SEM)-PLS to test both direct and indirect effects between variables. The results indicate that both e-service quality and price have a positive influence on customer satisfaction. E-service quality also has a significant positive influence on customer loyalty, while price does not have a direct effect. Furthermore, customer satisfaction has a significant influence on customer loyalty and serves as a mediating variable in the relationship between e-service quality, price, and customer loyalty. These findings underscore the crucial role of service quality and customer satisfaction in fostering loyalty among digital food delivery customers.
Co-Authors Abd. Rasyid Syamsuri Abu Salam Acoktang, Acoktang Aflit Nuryulia Praswati Alpiana, Vika Althaf, Sayyida Alzami, Farrikh Amelia, Zairina Anggi, Lusi Setia Aprilya, Dandy Ariati Anomsari Arifiana, Latifa Aryanto, Vincent Didiek Wiet Awanis Linati Haziroh Cahya, Handy Nur Cakranadi, Muhamad Candra Irawan Chasanah, Amalia Nur Damar, Haunan Dewi Agustini Santoso Dwi Eko Waluyo Eggy Ramanda, Noveca Febriana, Artha Febrianur Ibnu Fitroh Sukono Putra Gusfiani, Vivi Hallang, Andi Hariyadi, Guruh Taufan Hartanti, Anita Ida Farida Ifan Rizqa Ika Novita Dewi Juliana, Laras Kharisma, Novia Putri Kusuma, Pradana Jati Lesmarna, Salsabila Putri Mahmud Mahmud Megantara, Rama Aria Mudinillah, Adam Muhammad Alvinnur Budiansyah Novianti, Astrid Oktavia Ayu Lestari Oktoriza, Linda Ayu Ovi Kusumawardani, Ovi Perdana, Tito Aditya Piji Pakarti Purusa, Nanda Adhi Putra, Raffa Ardarajuna Rahma, Icha Vallyncia Ramadhan Rakhmat Sani Ramadhan, Firza Arief Ricardus Anggi Pramunendar Roymon Panjaitan Rudi Kurniawan Safitri, Maria Samasta, Almira Santi Sartika, Desta Pasura Setiawan, Aries Silvia Damayanti SUCI NURYANI Suryawijaya, Tito Wira Eka Suseno, Rian Adi Syaifuddin, Mukhammad Taufan Hariyadi, Guruh Tsalitsa, Utia Ulfa, Adiila Kustya Ulya, Salma Novita Wardani, Silvia Kusuma Wardhani, Mashita Fahmi Wibowo, Isro' Rizky Wibowo, Mochammad Eric Suryakencana Wismiyanti, Rizki Kamila Yovita, Lenni Zakaria, Fakhmi