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All Journal Jurnal Daya Matematis Jurnal Ilmiah Econosains MUST: Journal of Mathematics Education, Science and Technology Jurnal Inovasi Bisnis (Inovbiz) Jurnal Madani EAJ (ECONOMICS AND ACCOUNTING JOURNAL) Jurnal Accounting Information System (AIMS) Indonesia Berdaya Abdimisi Jurnal PkM (Pengabdian kepada Masyarakat) Jurnal IAKP: Jurnal Inovasi Akuntansi Keuangan & Perpajakan Jurnal Accounting Information System (AIMS)
Vivi Iswanti Nursyirwan
Universitas Pamulang
Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary Other

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Journal : Jurnal Ilmiah Econosains

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PARTIAL LEAST SQUARE: PENGARUH FLEKSIBILITAS TERHADAP KEPUASAN DAN LOYALITAS Nina Valentika; Vivi Iswanti Nursyirwan
Jurnal Ilmiah Econosains Vol 18 No 1 (2020): Jurnal Ilmiah Econosains
Publisher : Fakultas Ekonomi Universitas Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21009/econosains.0181.05

Abstract

This study aims to examine the direct effect of flexibility on customer satisfaction, the direct effect of flexibility on customer loyalty, the direct effect of customer satisfaction on customer loyalty and examine the indirect effect of flexibility on customer loyalty with customer satisfaction as an intervening variable. The method used in selecting respondents is the purposive sampling method with a total of 100 respondents. Respondents in this study were students of the Faculty of Economics, Department of Accounting who were also Shopee users and had shopped at least once. The research model uses Structural Equation Modeling Partial Least Square (SEM-PLS). From these studies, it can be found that flexibility has a significant positive effect on customer satisfaction at the 10% level. Flexibility has a significant positive effect on loyalty at the 10% level. Customer satisfaction has a significant positive effect on loyalty at the 10% level. There is a significant positive indirect effect between flexibility on loyalty and customer satisfaction as an intervening variable at the 10% level.
Co-Authors Choirul Basir Dewi Rani Gustiasari Eric Agustinus Gerry Sastro Ilmadi Ilmadi Irfani Azis Julian Muhammad Hasan Julian Muhammad Hasan Hasan Khoirunnasikin Khoirunnasikin Liana Dwi Septiningrum Melina Sari Dewi Muhamad Syazali Nani Mulyani Nina Valentika Nina Valentika Nina Valentika Valentika Nisak Ruwah Ibnatur Husnul Sasmita Sari Ardaninggar Syarif Abdullah Yokhebed Winni Cintaswara Parengkuan