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All Journal International Journal of Business, Law, and Education Jurnal Penelitian Pendidikan Indonesia
Sitanggang, Juninetenth Keeply F
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The impact of trust and service quality on customer loyalty in e-commerce Malau, Harman; Sitanggang, Juninetenth Keeply F
JPPI (Jurnal Penelitian Pendidikan Indonesia) Vol 10, No 3 (2024): JPPI (Jurnal Penelitian Pendidikan Indonesia)
Publisher : Indonesian Institute for Counseling, Education and Theraphy (IICET)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29210/020244031

Abstract

This study analyzes the effect of custumer trust and service quality on custumer loyalty through e-commerce custumer satisfaction. This research uses a survey method by distributing questionnaires distributed to Tokopedia, Shopee and Lazada constumers who make transactions in 2024. The object of this research is constumers of Tokopedia, Shopee and Lazada users in North Sumatra. The respondents of the study were taken by purposive sampling obtained 100 respondents. Data is processed using Smart PLS 3. The results of this study show that custumer satisfaction has a significant effect on custumer loyalty, satisfied custumers usually make repeat purchases. Custumers feel comfortable and trust in the company so they will do re-shopping. Satisfied custumers often recommend products to friends and relatives. Loyal custumers have high trust in the company. Custumers believe that the company will continue to provide good service. Custumer trust has no significant effect on custumer loyalty. Custumer trust does not have a significant effect on custumer satisfaction. Service quality does not have a significant effect on custumer loyalty. Product quality and delivery speed often have a greater impact on custumer loyalty compared to service quality. Custumers are more likely to be loyal to platforms that consistently provide quality products and fast delivery. Suggestions for researchers to add custumer behavior variables in digital environments.
The Mediating Role of Work Discipline on The Effect of Leadership and Work Ethic to Employee Performance in Universitas Advent Indonesia Malau, Harman; Sitanggang, Juninetenth Keeply F
International Journal of Business, Law, and Education Vol. 5 No. 2 (2024): International Journal of Business, Law, and Education
Publisher : IJBLE Scientific Publications Community Inc.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56442/ijble.v5i2.802

Abstract

This study aims to find out and analyze the influence of leadership and work ethic on discipline, the influence of discipline on performance, the influence of leadership and work ethic on performance, the influence of leadership on performance through discipline and to find out and analyze the influence of work ethic on performance through employee discipline at Adventist University Indonesia. With the Simple Random Sampling technique, a sample of 104 employees was obtained in this study. Data were collected through questionnaires, interviews and documentation studies. The questionnaire was calculated using the Likert scale unit of measurement, and processed using the path analysis method (path analysis. The results of the study show that Leadership has a positive and significant effect on discipline, Work Ethic has a positive and significant effect on Discipline, Discipline has a positive and significant effect on Performance, Leadership has a positive and significant effect on Performance, Work Ethic has a positive and significant effect on Performance, Leadership has a positive and significant effect on Performance through Discipline, and Work Ethic has a positive and significant effect on Performance through Discipline at Advant University Indonesia which proves that Discipline is an intervening variable in this study.
The impact of trust and service quality on customer loyalty in e-commerce Malau, Harman; Sitanggang, Juninetenth Keeply F
JPPI (Jurnal Penelitian Pendidikan Indonesia) Vol. 10 No. 3 (2024): JPPI (Jurnal Penelitian Pendidikan Indonesia)
Publisher : Indonesian Institute for Counseling, Education and Theraphy (IICET)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29210/020244031

Abstract

This study analyzes the effect of custumer trust and service quality on custumer loyalty through e-commerce custumer satisfaction. This research uses a survey method by distributing questionnaires distributed to Tokopedia, Shopee and Lazada constumers who make transactions in 2024. The object of this research is constumers of Tokopedia, Shopee and Lazada users in North Sumatra. The respondents of the study were taken by purposive sampling obtained 100 respondents. Data is processed using Smart PLS 3. The results of this study show that custumer satisfaction has a significant effect on custumer loyalty, satisfied custumers usually make repeat purchases. Custumers feel comfortable and trust in the company so they will do re-shopping. Satisfied custumers often recommend products to friends and relatives. Loyal custumers have high trust in the company. Custumers believe that the company will continue to provide good service. Custumer trust has no significant effect on custumer loyalty. Custumer trust does not have a significant effect on custumer satisfaction. Service quality does not have a significant effect on custumer loyalty. Product quality and delivery speed often have a greater impact on custumer loyalty compared to service quality. Custumers are more likely to be loyal to platforms that consistently provide quality products and fast delivery. Suggestions for researchers to add custumer behavior variables in digital environments.
Co-Authors Harman Malau