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All Journal Jurnal REKOMEN (Riset Ekonomi Manajemen) JURNAL DINAMIKA MANAJEMEN DAN BISNIS Journal of Business and Behavioural Entrepreneurship Jurnal Pendidikan dan Konseling Indonesian Collaboration Journal of Community Services (ICJCS) JELAJAH: Journal of Tourism and Hospitality Jurnal Bisnis, Manajemen, dan Keuangan Digital Business Journal (DIGIBIS)
Shandy Aditya
Universitas Negeri Jakarta
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Journal : Jurnal REKOMEN (Riset Ekonomi Manajemen)

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The Effect of E-Service Quality and Brand Image Toward Netflix Customer Loyalty through Customer Satisfaction Haura Kurniati; Agung Kresnamurti Rivai Prabumenang; Shandy Aditya
Jurnal REKOMEN (Riset Ekonomi Manajemen) Vol 5, No 1 (2021)
Publisher : Universitas Tidar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31002/rn.v5i1.4321

Abstract

This research aims to determine the effect of e-service quality and brand image on customer satisfaction and customer loyalty towards Netflix’s user. This research uses quantitative method and the data collection use survey method with questionnaires as the instrument. The sample of this research is 200 respondents who live in DKI Jakarta and have used Netflix in the past 6 months. Data were analyzed using software SPSS version 25 and SEM (Structural Equation Model) from Lisrel 8.8 to process and analyze the research data. The result of hypothesis testing shows that e-service quality has significant effect on customer satisfaction, but not on customer loyalty. However, e-service quality has significant effect on customer loyalty through customer satisfaction. The result also found that brand image has significant effect on both customer satisfaction and customer loyalty. And customer satisfaction has the most influence on customer loyalty.
Co-Authors Agung Kresnamurti Rivai Prabumenang Akbar Artdiansyah Aminda Annisa Dayani Bagas Mufhtie Bagas Mufhtie Haifa Basrah Saidani Cantika Firyal Thifally Diena Noviarini Diena Novirini Elilia Nindy Prastika Elilia Elsha Melinda Harfiana Dewi Haura Kurniati Ignasius Falentino Manalu Meta Bara Berutu Mohamad Rizan Monica Grace Purba Osly Usman Surya Chandra Terrylina A. Monoarfa Terrylina Arvinta Monoarfa Umi Widyastuti Usep Suhud Vannisa Fahrani Wulan Oktila Sarin Zahra Fahriza