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All Journal Jurnal Riset Manajemen dan Bisnis
Zenda Eka Brilian
Fakultas Ekonomi dan Bisnis Universitas Islam Bandung
Economics, Econometrics & Finance Social Sciences Other

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Pengaruh E-Service Quality dan E–Recovery Service Quality Terhadap E-Loyalty Pada Pelanggan PT. X Fitur PT. X Zenda Eka Brilian; Ratih Tresnati; Nina Maharani
Jurnal Riset Manajemen dan Bisnis Volume 1, No. 2, Desember 2021 Jurnal Riset Manajemen dan Bisnis (JRMB)
Publisher : UPT Publikasi Ilmiah Unisba

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (293.363 KB) | DOI: 10.29313/jrmb.v1i2.384

Abstract

Abstract. This study aims to determine how much influence E-Service Quality and E-Recovery Service Quality have on E-Loyalty on PT. X customers with PT. X features. This researcher uses a survey method. With the sampling method, namely the purposive sampling technique aimed at PT. X Features PT. X customers in Bandung City by distributing questionnaires to 100 respondents. The results of this study partially and simultaneously found that E-Service Quality and E-Recovery Service Quality have a significant positive effect on E-Loyalty on PT. X customers with PT. X features. E-Recovery Service Quality terhadap E-Loyalty pada pelanggan PT. X dengan fitur PT. X . Peneliti ini menggunakan metode survey. Dengan metode pengambilan sampel yaitu dengan teknik purposive sampling yang ditujukan kepada pelanggan PT. X Fitur PT. X di Kota Bandung dengan menyebarkan kuesioner kepada 100 responden. Hasil penelitian ini secara parsial dan simultan menemukan bahwa E-Service Quality dan E-Recovery Service Quality berpengaruh positif signifikan terhadap E-Loyalty pada pelanggan PT. X dengan fitur PT. X
Co-Authors Nina Maharani Ratih Tresnati