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Naili Farida
Universitas Diponegoro, Indonesia
Economics, Econometrics & Finance

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Pengaruh E-Service Quality dan Brand Image terhadap Keputusan Pembelian (Studi pada E-Commerce Shopee) Nur Sovia Aulia Zaky; Hari Susanta Nugraha; Naili Farida
Jurnal Ilmu Administrasi Bisnis Vol 11, No 1 (2022)
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (197.257 KB) | DOI: 10.14710/jiab.2022.33197

Abstract

Technology is currently growing significantly, especially in the field of information and communication, this has a positive impact on the business world so that the current business system changes according to existing technology developments. This study aims to determine the effect of e-service quality and brand image on purchasing decisions. This type of research is explanatory research with purposive sampling method. The data collection technique uses a questionnaire (Google Form) which is distributed to 100 respondents who have purchased products on the Shopee application in the last 1 year. The analytical method used is regression analysis with the help of SPSS 25 application. The results of the study show that e-service quality affects purchasing decisions, brand image affects purchasing decisions, and there is an influence between e-service quality and brand image on purchasing decisions. The suggestions for Shopee are to further improve the quality of its services in responding to or responding to problems that have been experienced by consumers, and improve the load time.Teknologi saat ini semakin berkembang signifikan terutama dalam bidang informasi serta komunikasi, hal ini memberikan dampak positif terhadap dunia usaha sehingga sistem usaha pada saat ini berubah mengikuti perkembangan teknologi yang ada. Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality dan brand image terhadap keputusan pembelian. Tipe penelitian ini adalah explanatory research dengan metode purposive sampling. Teknik pengumpulan data menggunakan kuesioner (Google Form) yang disebar kepada 100 orang responden yang pernah membeli produk di aplikasi Shopee dalam 1 tahun terakhir. Metode analisis yang digunakan adalah analisis regresi dengan bantuan aplikasi SPSS 25. Hasil dari penelitian menunjukkan bahwa e-service quality berpengaruh terhadap keputusan pembelian, brand image berpengaruh terhadap keputusan pembelian, serta terdapat pengaruh antara e-service quality dan brand image terhadap keputusan pembelian. Adapun saran bagi Shopee adalah agar lebih meningkatkan kualitas pelayanannya dalam merespon atau menanggapi permasalahan yang sedah dialami oleh konsumen, serta memperbaiki load time. 
THE EFFECT OF SERVICE QUALITY AND CUSTOMER VALUE ON REPURCHASES THROUGH CUSTOMER SATISFACTION OF INDONESIAN SHARIA MOBILE BANKING USERS IN SEMARANG Ulumiah Miftachul; Naili Farida; Listyorini Sari
Jurnal Ekonomi Vol. 12 No. 02 (2023): Jurnal Ekonomi, Perode April - Juni 2023
Publisher : SEAN Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The industrial revolution 4.0 in Indonesia has an impact on the financial services sector in order to adapt to the changing order in financial services. The main change is the change in digital strategy. One of the digital strategies owned by Islamic banking is mobile banking services. Although Bank Syariah Indonesia is the result of marger from BRI Syariah, BNI Syariah and Mandiri Syariah, mobile banking users are still far from the expected target, Islamic banking continues to increase socialization and literacy related to mobile banking at Bank Syariah Indonesia. Bank Syariah Indonesia's desire for mobile banking user customers is to make repurchases, when the repurchase of these services is carried out, it shows that customers have begun to need mobile banking services. Customers make repurchases influenced by customer satisfaction in using the mobile banking application. Customers feel satisfaction, one of which comes from the quality of services provided by Bank Syariah Indonesia, when customers have used it, customers can assess Bank Syariah Indonesia mobile banking services. The population in this study were users of mobile banking services in Semarang. The sample was 100 people and the sampling technique was purposive sampling and analysis techniques using Structural Equation Modeling (SEM) Partial Least Square or PLS. This study aims to determine the influence of service quality and customer value on repurchases through customer skills of Bank Syariah Indonesia mobile banking users, this study uses 3 hypotheses, namely Hypothesis 1 explaining the positive and significant influence of service quality on customer satisfaction, Hypothesis 2 explains the positive and significant influence of ulanh purchases on customer satisfaction, and Hypothesis 3 explains the positive and significant effect of customer satisfaction on repurchases.
Co-Authors Hari Susanta Nugraha Listyorini Sari Nur Sovia Aulia Zaky Ulumiah Miftachul