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All Journal JURNAL RELASI STIE MANDALA JEMBER UNEJ e-Proceeding Bisma: Jurnal Bisnis dan Manajemen Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences As-Sidanah : Jurnal Pengabdian Masyarakat JPMA MIMBAR INTEGRITAS International Journal of Management Research and Economics Relasi : Jurnal Ekonomi Global Management: International Journal of Management Science and Entrepreneurship eJEBA
Diah Yulisetiarini
Fakultas Ekonomi Dan Bisnis, Universitas Jember
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Analisis Tingkat Kepuasan Konsumen Berdasarkan Kualitas Pelayanan pada Pengunjung Objek Wisata Pantai Pulau Merah Kabupaten Banyuwangi Mohamad Jajang I; Diah Yulisetiarini; Hadi P
e-Journal Ekonomi Bisnis dan Akuntansi Vol. 5 No. 2 (2018): e-JEBA Volume 5 Nomor 2 Tahun 2018
Publisher : UPT Penerbitan Universitas Jember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19184/ejeba.v5i2.8683

Abstract

This article aim to anayze the level of satisfaction of customer on the quality of services that includes physical evidence, dependability, responsiveness, assurance, and empathy on subjects tourist Red Island Beach. The population in this research was visitors of The Red Island Beach. Sampling method used was non-probability sampling namely purposive sampling with the number of respondents as much as 108 people. Variables used the quality of services. The analysis methode uses Service Quality (SERVQUAL).The results demonstrates that 1) physical evidence has eight indicator which all indicators showed satisfaction visitors of Red Island Beach.2) dependability indicator having two roomates they showed satisfaction visitors of Red Island Beach. 3) responsiveness indicator having two roomates they showed satisfaction visitors of Red Island Beach. 4) assurance indicator having two roomates they showed satisfaction visitors of Red Island Beach .5) empathy have five indicator roomates showed satisfaction reviews those five visitors of coastal islands red. Keyword: Consumer Satisfaction, Quality of Service, Servqual, Wilcoxon Signed Rank Test.
The Influence of E-Servqual, E-Wom, and E-Trust on Customer Loyalty Through the E-Customer Satisfaction Application of the Darussalam Islamic Boarding School Students, Blokagung Banyuwangi Nurul Alviah; Diah Yulisetiarini; Hari Sukarno
Global Management: International Journal of Management Science and Entrepreneurship Vol. 2 No. 1 (2025): International Journal of Management Science and Entrepreneurship
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/globalmanagement.v2i1.44

Abstract

Digital transformation in educational services is an important need to improve efficiency and user satisfaction, especially in Islamic boarding schools. One of these innovations is the SISANTRI application used at the Darussalam Blokagung Islamic Boarding School, Banyuwangi, to facilitate the management of information and transactions for guardians of students. However, the effectiveness of this application still faces challenges, such as stagnation in feature development and negative reviews from users.This study aims to analyze the influence of E-Servqual, E-WOM, and E-Trust on E-Customer Satisfaction. Then, analyze the influence of E-Servqual, E-WOM, E-Trust, and E-Customer Satisfaction on customer loyalty. And analyze the role of E-Customer Satisfaction as a mediator of the influence of E-Servqual, E-WOM, and E-Trust on customer loyalty.The research method used is exploratory research and a quantitative approach with data collected through questionnaires distributed to 364 guardians of students selected using the Proportional Stratified Random Sampling technique. The research instrument uses a Likert scale to measure research variables. Then, the collected data is analyzed through several stages, namely determining the value of the variables, testing the research instrument (validity and reliability tests), path analysis using the Partial Least Square (PLS) method, hypothesis testing, and path calculations.The results of the study showed that E-Servqual, E-WOM, and E-Trust significantly influenced E-Customer Satisfaction. In addition, E-Servqual, E-WOM, E-Trust, and E-Customer Satisfaction significantly influenced customer loyalty. Then, customer satisfaction was not able to be a mediating variable between E-Servqual, E-WOM, E-Trust, and customer loyalty, but still contributed to loyalty directly.It can be concluded that improving E-Servqual, E-WOM, and E-Trust is very important to strengthen E-Customer Satisfaction and Customer Loyalty, although E-Customer Satisfaction does not mediate the relationship. Further development should be focused on improving these three main factors that affect customer loyalty.
Co-Authors Aulia Nugraheni Azimatul Mauna Bambang Irawan Bambang Irawan /E21207042 Deasy Wulandari Fandiyanto, Randika Febri Sharenda Akbar Gusti Ayu Wulandari Hadi P Hafifatul Hijriah Handriyono Handriyono Hari Sukarno Imam Suroso Irmawati, Herliana Ketut Indraningrat Kristian Suhartadi Widi Nugraha Maemonah, Maemonah Mochammad Farid Afandi Mochammad Nasirudin Mohamad Jajang I Mohammad Dimyati Nadifa Diendara Nurul Alviah Olza Yahzunka Edcintha Prasetyaningtiyas, Susanti Rachmi Masnilah Rasikh Hardilegawa Catureswara Reiga Ritomiea Ariescy Rini Kartika Sari Rizal Syahrial Riadi RR. Ella Evrita Hestiandari Satar Satar SUDARSIH SUDARSIH Sudarsih Sudarsih Susanti Prasetiyangtyas Susanti Prasetiyaningtiyas Susanti Prasetyaningtyas Tatok Endhiarto Utomo, Hardian Dwi Vidia Yunita Kurnia Yudhiharso, Wiji Zulham Zulham