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All Journal JURNAL ILMIAH MANAJEMEN & BISNIS International Journal of Artificial Intelligence Research JKBM (JURNAL KONSEP BISNIS DAN MANAJEMEN) International Research Journal of Business Studies (E-Journal) Journal of Economic, Bussines and Accounting (COSTING) JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK SEIKO : Journal of Management & Business JUMAN Tools (Jurnal Manajemen Tools) Jurnal Mantik Jurnal Informatika Ekonomi Bisnis Jurnal Sains dan Teknologi International Journal of Business Economics (IJBE) Enrichment : Journal of Management JOURNAL OF BUSINESS AND ECONOMICS RESEARCH (JBE) Jurnal Tunas Journal of Industrial Engineering & Management Research (JIEMAR) JURNAL RECTUM: Tinjauan Yuridis Penanganan Tindak Pidana Jurnal Akuntansi, Manajemen dan Ilmu Ekonomi (JASMIEN) Jurnal Ekonomi Bisnis, Manajemen dan Akuntansi (JEBMA) JaManKu : Jurnal Manajemen dan Kewirausahaan Journal of Community Service and Engagement Berajah Journal International Journal of Educational Review, Law And Social Sciences (IJERLAS) Jurnal Ekonomi Journal of Vision and Ideas (VISA) International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Jurnal Akutansi Manajemen Ekonomi Kewirausahaan (JAMEK) International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) Jurnal Ilman: Jurnal Ilmu Manajemen BISMA Cendekia KREATIF: Jurnal Pengabdian Masyarakat Nusantara Jurnal Teknologi dan Manajemen Industri Terapan Jurnal Sistim Informasi dan Teknologi Jurnal Ekonomi Lembaga Layanan Pendidikan Tinggi Wilayah I Prioritas : Jurnal Pengabdian Kepada Masyarakat International Review of Practical Innovation, Technology and Green Energy (IRPITAGE) International Conference on Health Science, Green Economics, Educational Review and Technology (IHERT) Jurnal Ekonomi Bisnis Digital Indo-Fintech Intellectuals: Journal of Economics and Business Jurnal Informatika Ekonomi Bisnis Celebes Journal of Community Services International Research Journal of Business Studies Jurnal Ekonomi Bisnis Digital International Journal of Islamic Business and Economics (IJIBEC) International Journal of Economics and Management Research Proceedings of The International Conference on Computer Science, Engineering, Social Sciences, and Multidisciplinary Studies KREATIF: Jurnal Pengabdian Masyarakat Nusantara ALKHIDMAH: Jurnal Pengabdian dan Kemitraan Masyarakat
Bunga Aditi
Universitas Harapan Medan
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Journal : journal of industrial engineering

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The Role of E-Services, Quality System and Perceived Value on Customer Satisfaction: An Empirical Study on Indonesian SMEs Aditi, Bunga; Hafizah, Hafizah; Hermansyur, Hermansyur
Journal of Industrial Engineering & Management Research Vol. 2 No. 3 (2021): June 2021
Publisher : AGUSPATI Research Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (514.619 KB) | DOI: 10.7777/jiemar.v2i3.195

Abstract

The purpose of this study is to analyze e-service, system quality, perceived value and satisfaction for customer of Indonesian SMEs. This research was conducted by distributing 140 online questionnaires to customer of Indonesian SMEs and there were 124 questionnaires that were reversed and processed. Sampling method with snowball sampling. The test was carried out with the help of a statistical tool in the form of Structural Equation Modeling (SEM) based on Partial Least Square version 3. The results showed that Based on the results of the hypothesis testing, there was a positive and significant relationship between E-Service and Perceived Value. there was a positive and not significant relationship between System Quality and Perceived Value. that there was a positive and significant relationship between perceived value and e-satisfaction. there was a positive and significant relationship between E-Service and e-satisfaction through perceived value. This study found that e-service has a positive and significant impact on e-satisfaction through perceived value. There are a positive and not significant relationship between system quality and e-satisfaction through perceived value. The novelty of this research is the correlation model of effect of e-service, system quality and perceived value on e-satisfaction of SMEs.
Co-Authors , Elfitra Desy Surya Ade Gunawan Ade Risna Sari Ade Risna Sari Ade Titin Sumarni Agus Purwanto AL DA Alda Alda, Alda Alvin Fahlevi Andreas Tigor Oktaga, Andreas Anggraini, Putri Arbie Yusril Dalimunthe, Arbie Arief Nasution, Aulia Astuti, Enny Diah Audia Junita Aulia Arief Aulia Nurul Hidayah Ayu Setiamy, Arasy boris stefen Cai Cen, Cia Cendikia Taqwim Chevy Herli Sumerli Cici Ayu Tania Dendy K. Pramudito Desi Ika Dewianawati, Dwi Dini Hendriani Djakasaputra, Arifin Dona Tri Ardillah Dwi Septi Haryani Edu Christian Tarigan Eka Gustinasari Eko Tama Putra Saratian Elita Yuni Setiyarini Enjel Sianturi, Hermin Fachrurazi Fachrurazi Fadhillah, Andika Fauzi, Wahyu Divan Frans Sudirjo H.M Hermansyur Hafizah Hafriz Rifki Hafas Handayani, Sri Putri Hasminidiarty Hasminidiarty Hasminidiarty, Hasminidiarty Henny Pratiwi, Henny Herlianto, Dicky Hrp, Nadra Angraini Hutagalung, Syopwan Alrasid I Nyoman Tri Sutaguna Ilham Mubaraq Ritonga, Ilham Mubaraq Iman Indrafana KH Indra Syafii Indra Syafii, Indra Indra Syafii, SE., MM Indrianto, Dian Juliana Julita Julita Kalvin Sinaga Magdalena Maisara Batubara Marwan Effendi MASHUDI HARIYANTO Mashudi Hariyanto Mas’ad, Muhammad Aunurrochim Maulana Syahri, Ananda Mendrofa, Syah Abadi Muhammad Alfaiz Muhammad Fauzan Azhmy Muhammad Rido Muhammad Zacky Fuadi Muller Tamba Muller Tamba Mutiara Ananda Armi Nadra Angraini Hrp Nahrisah, Ezzah Nani Nani Nasib Olga Theolina Sitorus Olga Theolina Sitorus Olga Theolina Sitorus Pentana, Sopi Pitono Pitono, Pitono Prasetya, Victor Prasetyono Hendriarto Pratama, Reza Hardian Putri, Tiara Alissyah Qonita Rey Raden Mohamad Herdian Bhakti Rian Ardianto Rosita Rosita Salamatun Asakdiyah, Salamatun Sandi, Desi Armitari Sarah Imelda Saskia Sela R.P Br Tarigan Shafira Husna, An Nura Solly Aryza Sopi Pentana Sri Putri Handayani Sri Putri Handayani Suginam , Suginam Sunaryo Sunaryo Sunaryo Suteja, I Gede Novian Syahyunan , Syahyunan Syahyunan Syahyunan syahyunan syahyunan Tapi Rondang Ni Bulan Tarigan, Sela R.P Br Taufiq Risal Titin Rosdyanti Try Firmansyah Ginting Try Firmansyah Ginting Wardana, Miko Andi Wenikha Waldyatri Yani Suryani Yuliani, Erma Zettira, Zara Zulia Hanum