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All Journal Trikonomika: Jurnal Ekonomi Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Manajemen Teori dan Terapan Jurnal Mirai Management Jurnal Manajemen & Keuangan Asia-Pacific Management and Business Application Jurnal Manajemen Indonesia Jurnal Mitra Manajemen JMM (Jurnal Masyarakat Mandiri) SEIKO : Journal of Management & Business Jurnal Neraca: Jurnal Pendidikan dan Ilmu Ekonomi Akuntansi Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Jurnal Wawasan dan Riset Akuntansi International Journal of Social Science and Business JASa (Jurnal Akuntansi, Audit dan Sistem Informasi Akuntansi) JURNAL LENTERA BISNIS Sosiohumanitas: Jurnal Ilmu-Ilmu Sosial dan Humaniora JAF- Journal of Accounting and Finance Jurnal Industri Kreatif dan Kewirausahaan JIIP (Jurnal Ilmiah Ilmu Pendidikan) Jurnal Manajemen Bisnis Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Asian Management and Business Review Jurnal Ekonomi Jurnal Abdi Masyarakat Indonesia Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan Jurnal Perspektif Pembiayaan dan Pembangunan Daerah Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) eProceedings of Management Community Service Seminar and Community Engagement (COSECANT) Jurnal Pengabdian Kolaborasi dan Inovasi IPTEKS
Andrieta Shintia Dewi
Universitas Telkom
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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Journal : Asia-Pacific Management and Business Application

 1 
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 Agus Rahayu Agus Rahayu Aldilla Iradianty Alfianto, Ahmad Fahriza Annisa Sarah Fadhila Arie Indra Gunawan Astri Wulandari Asyiffa Fitri Awallia Aulifin, Shealti Annafi Baptista, Stella Maris Juhar Cindy Yohana Dadan Rahadian Damara Kapila Devi Dillak, Vaya Juliana Dinda Farahdilla Dita Nabila Donni Junipriansa Dudi Pratomo Dwi Fitrizal Salim Dwi Lestari Ayuningsih Eliza, Jihan Elvira Azis Fajra Octrina Fanni Husnul Hanifa Ferry Arfiansyah Fitra Nurwinda Ganjar Mohamad Disastra Hanifa, Fanni Heny Hendrayati Heppy Millanyani Hermawan Dwi Kusuma Hadi Imas Purnamasari Irma Yuningsih Isanti, Vania Fahranisa Jamilah, Almi Khairani Ratnasari Siregar Khairani Syafril Khairunnisa Khairunnisa Krishna Kusumahadi Kurnia Kurnia KURNIA KURNIA, KURNIA Lili Adi Wibowo Madnur Syahri HSB Maya Sari Maya Sari Mayang Larasati Meldi Rendra Moehamad Satiadarma Mohammad Riza Sutjipto Muhamad Syahwildan Muhammad Afif Muhammad Iqbal Alamsyah Muhammad Muslih Muhammad Muslih Nabila Safira Naupal Irfan Firdaus Neti Budiwati Ni Made Distiara Landephy Aryashila Nugraha Nugraha Nurul Afifah Pasupati, I Gede Pradipta Garendra Pawitra, Mohammad Tyas Purnomo, Budi Supriatono Putra Fajar Alam Putri Ghina Marla Rachman, Enda Ananda Azulfa Rachmat Simbara Saputra Raditya Zulmahdi Hamong Putra Ramadhan Alfian Candra Ratna Gema Maulida Ratri Wahyuningtyas Refi Rifaldi Windya Giri Rezkia, Salsabila Riesa Desvita Sari Salsabila Rezkia Sarah Raihana Sari Wulandari Sari, Riesa Desvita Savin Riznika Bunga Nusa Shabrina Luthfiah Destiyana Shealti Annafi Aulifin Simbolon, Fadli Aminur Rasyid Stella Maris Juhar Baptista Tieka Trikartika Gustyana Tien Fabrianti Kusumasari Vania Fahranisa Isanti Widya Sastika Yuningsih, Irma