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All Journal Journal of Economic, Bussines and Accounting (COSTING) West Science Business and Management
Jason Keith Bonaga
Universitas of Nueva Caceres
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Students' Word of Mouth Electronic Conversation Formation Model Through Online Service Quality and Students' Online Satisfaction Salamatun Asakdiyah; Deny Ismanto; Jason Keith Bonaga
West Science Business and Management Vol. 1 No. 05 (2023): West Science Business and Management
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/wsbm.v1i05.416

Abstract

This study seeks to investigate the impact of E-Service Quality, E-Satisfaction, and the interaction between E-Service Quality and E-Satisfaction on the formation of E-Student Word of Mouth within the Management Study Program at the Faculty of Economics and Business, Ahmad Dahlan University in Yogyakarta. The sample selection involved a combination of convenience sampling and purposive sampling methods. Data collection was accomplished by distributing questionnaires to respondents, addressing aspects of E-Service Quality, E-Satisfaction, and E-WOM. Moderator Regression Analysis (MRA) was employed as the analytical tool. Additionally, T-tests and F-tests were utilized to examine the hypotheses put forth. The results of the partial regression coefficient test using the T-test indicate that both E-Service Quality and E-Satisfaction, as well as their interaction, have a significant influence on E-Student Word of Mouth. Furthermore, the regression coefficient analysis through the F-test demonstrates that the variables E-Service Quality, E-Satisfaction, and their interaction also collectively contribute to the influence on E-WOM. These variables - E-Service Quality, E-Satisfaction, and their interaction - can explain up to 85% of the variance in E-WOM, with the remaining 15% attributed to other variables not included in the research model.
Model of Student E-Loyalty Formation Through E-Service Quality and E-Satisfaction Salamatun Asakdiyah; Jason Keith Bonaga; Indro Prastowo
Journal of Economic, Bussines and Accounting (COSTING) Vol 7 No 4 (2024): Journal of Economic, Bussines and Accounting (COSTING)
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i3.9688

Abstract

The increasingly intense competition in higher education services is a major concern for universities to survive. One of the strategies universities can do to survive is the formation of student E-Loyalty through increasing student E-Service Quality and E-Satisfaction. This study aims to examine the effect of E-Service Quality on student E-Satisfaction, the effect of E-Satisfaction on student loyalty and the effect of E-Service Quality on student E-Loyalty mediated by student E-Satisfaction. In addition, the results showed that E-Service Quality affects student E-Loyalty which is mediated by student E-Satisfaction. The results of this research prove that the model of forming student E-Loyalty can be achieved through student E-Service Quality can be achieved through E-Service Quality and E-Satisfaction of students of the Ahmad Dahlan University Faculty of Economics and Business Management Study Program. The sample was determined by convenience sampling and purposive sampling methods. Data collection is done by giving a list of questions to respondents containing E-Service Quality, student E-Satisfaction and student E-Loyalty. The analytical tool used is Partial Least Square (PLS). Keywords : E-Service Quality, E-Satisfaction, E-Loyalty
Co-Authors Deny Ismanto Indro Prastowo Salamatun Asakdiyah Salamatun Asakdiyah