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

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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
Strengthening relationship marketing model through antecedents and consequences of customer e-trust in e-commerce Salamatun Asakdiyah; Deny Ismanto; Jason Keith Bonaga
BISMA (Bisnis dan Manajemen) Vol. 16 No. 1 (2023)
Publisher : Universitas Negeri Surabaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/bisma.v16n1.p67-86

Abstract

E-commerce, or internet purchasing, has become more competitive as technology advances. This research aims to develop a relationship marketing model based on the causes and effects of e-trust among online shoppers. E-service quality and e-satisfaction are two factors that contribute to a company gaining their trust online. Meanwhile, e-commitment from customers follows on the heels of e-trust. Purposive sampling was used to choose 200 e-commerce users. This research used Partial Least Square (PLS) for data analysis. According to the findings, e-trust is affected by how satisfied and pleased clients are with the services they get online. E-service quality affects e-satisfaction, which in turn affects e-satisfaction and customers’ e-commitment. However, e-trust may also mediate the effects of e-service quality and e-satisfaction on e-commitment. E-satisfaction acts as a mediator between the effects of e-service quality on customers’ e-trust and e-commitment. These results show that customers’ e-trust is important in strengthening the influence of e-service quality and e-satisfaction on customers’ e-commitment. Likewise, e-satisfaction has an important role in strengthening the influence of e-service quality on e-trust and e-commitment. These findings prove that relationship marketing can be strengthened through the antecedents and consequences of customers’ e-trust to support and strengthen the achievement of e-commerce’s competitive advantage. Managers must create a strategy that integrates e-service quality, satisfaction, trust, and commitment to deliver a holistic customer experience. By prioritising these factors, managers can drive higher customer retention, loyalty, and ultimately, long-term business success in the online marketplace.
Co-Authors Deny Ismanto Indro Prastowo Salamatun Asakdiyah Salamatun Asakdiyah