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All Journal Journal of Finance and Business Digital (JFBD)
Ike Puspitayanti
Universitas Muria Kudus
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Influence of E-Recovery Service Quality and E-Service Quality on Loyalty through Tokopedia Customer Satisfaction Ike Puspitayanti; Sunarno; Mochamad Edris
Journal of Finance and Business Digital Vol. 2 No. 3 (2023): September 2023
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/jfbd.v2i3.5958

Abstract

Based on the results of the analysis and discussion, the conclusions in this research are as follows: (1) E-Recovery Service Quality has a positive and significant effect on customer satisfaction at the Tokopedia Marketplace; (2) E-Service Quality has a positive and significant effect on customer satisfaction at the Tokopedia Marketplace (3) E-Recovery Service Quality has a positive and significant effect on customer loyalty at the Tokopedia Marketplace; (4) E-Service Quality has a positive and significant effect on customer loyalty to the Tokopedia Marketplace: (5) Customer satisfaction has a positive and significant effect on customer loyalty to the Tokopedia Marketplace.
Co-Authors Mochamad Edris Sunarno