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All Journal JURNAL PENDIDIKAN TAMBUSAI EBID:Ekonomi Bisnis Digital
Sabur, Moch
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Economics, Econometrics & Finance Social Sciences

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PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI CUSTOMER SATISFACTION DI E-COMMERCE Soelyono, Meigy; Sabur, Moch
EBID: Ekonomi Bisnis Digital Vol 2, No 2 (2024): Desember
Publisher : STMIK Widuri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37365/ebid.v2i2.293

Abstract

E-commerce involves a series of processes for buying and selling goods and services online. In Indonesia, e-commerce users reached 196.47 million and are expected to increase to 244.67 million by 2027 (Statista, 2023). Tokopedia, as a significant e-commerce platform, continues to improve its service quality to maintain customer loyalty and increase the number of customers. This study analyzes the impact of service quality on customer loyalty, mediated by customer satisfaction. Using a quantitative approach with a survey method, a sample of 400 respondents who follow Tokopedia's account was obtained through the Taro Yamane formula. Data were collected through an online questionnaire and analyzed using PLS-SEM with SmartPLS software. The results show a positive and significant influence of service quality on customer loyalty, mediated by customer satisfaction. This research provides insights into the importance of service quality in enhancing customer satisfaction and loyalty on the Tokopedia e-commerce platform.
Anteseden dari Customer Intention to Use pada Perusahaan Online Food Delivery Terbaik di Indonesia Azka, Novanska Sabil; Sabur, Moch
Jurnal Pendidikan Tambusai Vol. 8 No. 2 (2024)
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai, Riau, Indonesia

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Abstract

Tujuan dari penelitian ini adalah untuk memperoleh bukti empiris yang terkait: Untuk menganalisis pengaruh positif Perceived Usefulness, Time Saving Benefits, Price Saving Benefits, dan Food Safety Risk Perception terhadap Customer Intention to Use. Teknik pengambilan sampel dalam penelitian ini menggunakan “purposive sampling” dengan kriteria responden adalah individu yang merupakan konsumen individual sebagai pengguna atau pernah menggunakan aplikasi online food delivery seperti Shooee Food, Grab Food, dan Go Food. Dalam penelitian ini menggunakan data primer yang diperoleh melalui kuesioner yang dibuat menggunakan Google Form dan didistribusikan kepada 150 responden. Hasil dari penelitian ini menunjukkan bahwa terdapat pengaruh positif dari Perceived Usefulness, Time Saving Benefits, Price Saving Benefits, dan Food Safety Risk Perception terhadap Customer Intention to Use.
Co-Authors Azka, Novanska Sabil Soelyono, Meigy