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Heny Hendrayati
Universitas Pendidikan Indonesia
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Journal : Asia-Pacific Management and Business Application

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Gaining User Satisfaction of KAI-Access: E‐Service Quality Dimensions as Antecedent Through E‐Trust Andrieta Shintia Dewi; Astri Wulandari; Agus Rahayu; Heny Hendrayati
APMBA (Asia Pacific Management and Business Application) Vol 11, No 3 (2023)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2023.011.03.8

Abstract

BUMN (Indonesian State Owned Company) companies participating in the development of the digital industry are PT. KAI (Indonesian Railways Companies). In 2014, PT. KAI launched an official mobile application to make it easier for users to find information about trains. Online shopping has become more popular as the internet and e-commerce continue to expand. In order to sell their wares online and stay ahead of the competition, businesses must provide reliable online services. The purpose of this research was to contribute to the literature by examining the link between e-service quality (efficiency, privacy, reliability, emotional benefits, and customer service), e-satisfaction, and e-trust. In this study using explanatory statistics, with SEM (Structural Equation Modeling) analysis techniques through data processing software SMART PLS 3.2.9. The researcher used a random sample method to collect data from 400 participants. The results of this research corroborate the existence of a positive connection between the two primary concepts of the measuring model under investigation: e-satisfaction and e-trust. E-trust is a prerequisite for e-satisfaction, and an app may make Indonesian customers happy if it provides them reasons to trust it. This study's findings indicate that a consumer's level of post-purchase happiness is significantly impacted by how they perceive their trust to have been treated. An improvement in the quality of e-services will have a positive effect on consumers, who will make more purchases in the future.
Gaining User Satisfaction of KAI-Access: E‐Service Quality Dimensions as Antecedent Through E‐Trust Dewi, Andrieta Shintia; Wulandari, Astri; Rahayu, Agus; Hendrayati, Heny
APMBA (Asia Pacific Management and Business Application) Vol. 11 No. 3 (2023)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2023.011.03.8

Abstract

BUMN (Indonesian State Owned Company) companies participating in the development of the digital industry are PT. KAI (Indonesian Railways Companies). In 2014, PT. KAI launched an official mobile application to make it easier for users to find information about trains. Online shopping has become more popular as the internet and e-commerce continue to expand. In order to sell their wares online and stay ahead of the competition, businesses must provide reliable online services. The purpose of this research was to contribute to the literature by examining the link between e-service quality (efficiency, privacy, reliability, emotional benefits, and customer service), e-satisfaction, and e-trust. In this study using explanatory statistics, with SEM (Structural Equation Modeling) analysis techniques through data processing software SMART PLS 3.2.9. The researcher used a random sample method to collect data from 400 participants. The results of this research corroborate the existence of a positive connection between the two primary concepts of the measuring model under investigation: e-satisfaction and e-trust. E-trust is a prerequisite for e-satisfaction, and an app may make Indonesian customers happy if it provides them reasons to trust it. This study's findings indicate that a consumer's level of post-purchase happiness is significantly impacted by how they perceive their trust to have been treated. An improvement in the quality of e-services will have a positive effect on consumers, who will make more purchases in the future.
Co-Authors A, Ahmad Paris Abdul Ahmad Hafidh Nurmansyah Achmad Muhammad, Achmad Achyarsyah, Mochamad Adam Hermawan Adib Sultan, Adib Agista Nabilaharis Agus Rahayu Agus Rahayu Agus Rahayu Agus Rahayu Agus Rahayu Agus Rahayu Agus Sudono Ahmad Hudaiby Galih Kusumah Alfattory Rheza Syahrul Alwinda Manao Andrieta Shintia Dewi Anggi F, Muhamad Anna Permanasari Arie Indra Gunawan Arief Budiman Arisman, Ari Aryani, Kiki Asti Nur Aryanti Astri Wulandari Atrisia, Marchela Indah Ayuningtyas Yuli Hapsari Ayuningtyas Yuli Hapsari Azman, Heru Aulia Bambang Widjajanta, Bambang Budhi Pamungkas Gautama, Budhi Budi Harto Chaerunnisa Chaerunnisa, Chaerunnisa Chairul Furqon, Chairul Chatarina Umbul Wahyuni Christianingrum Cici Cintyawati Ciptagustia, Annisa Damayanti, Fenny Dede Kurnia Dede Kurnia, Dede Dede Nursilah, Dede Dematria Pringgabayu Depy Muhamad Pauzy Disman Disman Disman Disman, Disman Edi Suryadi Eeng Ahman, Eeng Effendy, Femmy Eka Surachman Elvira Azis Epon Ningrum Fahreza, Mohammad Fanji Wijaya Fauziah, Putri Wafda Femmy Effendy Femmy Effendy Ferry Arfiansyah Fitri Lestari, Fitri Fitri Novilia Fitrina Lestari Granit Agustina Hadiaty, Fifit Hari Mulyadi, Hari Hendri, Meriza Hernandi Sujono Heryana, Nono Hidayat, Yosep Hilda Monoarfa Huda, Miftakul Ika Barokah Suryaningsih Ikaputera Waspada, Ikaputera Imas Purnamasari Indra Gunawan, Ari Iqbal Rabiul Awal, Rais Istiharini . Istiqomah, Chairunnisa Iwan Kurniawan Iwan Kurniawan Iwan Setiawan Johan, Ahmad Juniari, Rosa Prafitri Juwanto Juwanto Kartika, Titing Koswara, Silvia Septyani Kusumah, Ahmad H.G Kusumah, Ahmad hudaiiby Galih Kusumah, Echo Perdana Laelia, Nurul Lena Lestary Leonita Siwiyanti Lili Adi Wibowo Listri Herlina Marhadi Marhadi, Marhadi Marimon, Frederic Maya Sari Megantara, Khandinar Shidik Meriza Hendri Meriza Henri Miftahuddin, S.Si.,MAB., asep Mochamad Achyarsyah Mohamad Faizal, Mohamad Mokh Adib Sultan Mokh Adib Sultan, Mokh Adib Monoarfa, Hilda Mubarok, Ramdhan Faizal Mubiar Agustin Muhamad Rafi Rayhan Muhamat, Amirul Afif Muhammad Deny, Muhammad Muhammad Fatwa F Mulyana, Yadi Munawar, Asep Munawaroh Munawaroh Nadeak, Thomas Netti Siska Nurhayati Nor Aiza Moketar Norshahidatul Hasana Ishak Novilia , Fitri Novilia, Fitri Nugraha Nugraha NUNIEK DEWI PRAMANIK Nur, Lutfi Nur, Lutfi Nurdin, Mohammad Nurihsan, Achmad Juntika Nurul Hidayah Mat Zain Nurwahyuni, Atik Oce Ridwanudin Palupi Permata Rahmi Pamuji Aminullah, Zakariya Perdana, Yoga Perengki Susanto Permata, Shintia Pinasthika, Azhyra Rana Purnomo Puspo Dewi Dirgantari Puteri Dearini Joesdienar Putit, Lennora Rabiul Awal, Rais Iqbal Rahman, Shandikha Arya Yudha Rahmat, Adhitya Rahmy Karimah Syahidah Ratih Hurriyati Ratih Hurriyati Rena Yuliana Ridwan, Okky Rizal Rina Suprina Riske Faldesiani Riza, Noviana Rubini, Rizki Adriansyah Safitri, Wiji Salsa Satriani Setiawan Saputra, Jumadil Saputra, Yori Andes Sarah, Kania Siti Savitri, Citra Simatupang, Frido Sarita Sisda Ferlianti Siti Aisyah Siti Rahayu Abdul Aziz Sujono, Hernandi Sultan, Mokh. Surachman, Eka Suryana Suryana Suryana Suryana Suryana Suryana Suziana, Suziana Syahbudiman, Rayhan Syahidah, Rahmy Karimah Syamsu Yusuf Syamsu Yusuf, Syamsu Syifa Pramudita Faddila Teguh Sandjaya Teuku Dhani Al Ramdhani Thomas Nadeak Tia Yuliawati Tiara Asyifa Setiawan Tjutju Yuniarsih, Tjutju Ulil Hartono Vanessa Gaffar Veranita, Mira Verinita, Verinita Virginia, Reggina Wibowo, Lili Widi Prayoga Willma Fauzzia Yori Andes Saputra Yudha Rahman, Shandika Yuin, Hwang Wu Yuliana, Rena Yusuf, Abdul YUSUF, RAMAYANI Zein Bastian