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Journal : Malcom: Indonesian Journal of Machine Learning and Computer Science

Analysis of The Influence of Electronic Customer Satisfaction, Application Perceived Value and Electronic Service Quality on Electronic Customer Loyalty of Ruang Guru Application Users Silvia Ekasari; Luh Komang Candra Dewi; Bahtiar Efendi; Emma Budi Sulistiarini; I Wayan Gede Antok Setiawan Jodi
MALCOM: Indonesian Journal of Machine Learning and Computer Science Vol. 4 No. 1 (2024): MALCOM January 2024
Publisher : Institut Riset dan Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57152/malcom.v4i1.1028

Abstract

The purpose of this study is to determine whether the perceived value and quality of e-services impact  e-customer loyalty and satisfaction. All users of the educational platform constitute the population studied. In this survey, non-probability sampling technique was used. 100 samples were used in this investigation. Questionnaire was the method used in this study to collect data. Quantitative method was used in this study. Partial least squares (PLS) is a statistical method used with the support of SmartPLS. Several conclusions are drawn from this study, including: Customer satisfaction is directly affected by e-service quality. Electronic customer satisfaction is directly affected by perceived value. E-customer loyalty is directly affected by e-service quality. Electronic customer loyalty is directly influenced by perceived value. Customer loyalty is directly affected by electronic customer satisfaction. Through e-customer satisfaction, e-service quality indirectly affects e-customer loyalty. Thanks to e-customer satisfaction, perceived value indirectly affects e-customer loyalty. Research results show that customer satisfaction and loyalty  are influenced by the extent to which they perceive  positive value when using educational platform services to meet their  learning needs. their.
Co-Authors Abdurohim Abdurohim Adi Penawan Agus Nurofik Ali Hanafiah Ashur Harmadi Ayu Purnama Sari Bagus Nyoman Kusuma Putra Bahtiar Efendi Bekti Setiadi Benedictus Rezy Winoto Nugroho C Susmono Widagdo Cakranegara, Pandu Adi Dedik Pratama Putra Desak Anom Wahyuni Dewi Dewi, Ni Komang Liana DIAN ARLUPI UTAMI Diawati, Prety Dwi Setyawati Elizabeth Elizabeth Eltie Christi Sandag Emma Budi Sulistiarini Erna Erna, Erna Esti Nur Wakhidah Fahmi Abdullah Faizatul Fajariah Feriyadin Feriyadin Hamzah, Ramadhani Heny Herawati I Gede Rihayana I Gusti Ketut Marsha Danaswaari I Gusti Ngurah Agung Gede Eka Teja Kusuma I Kadek Arjun Sanjaya I Ketut Mahadira Putra I Ketut Merta I Made Surya Prayoga I Nyoman Resa Adhika I Nyoman Resa Adhika, I Nyoman Resa I Putu Dede Dian Pratama Irma Maria Dulame Ita Nurcholifah Kadek Dennisa Anjelia Pramusti Kespandiar, Tengku Khamaludin, Khamaludin Komang Ayu Tri Aristya Dewi Luh Komang Candra Dewi Made Santana Putra Adiyadny Meliana Muhamad Bakhar Musran Munizu Ngurah Pandji Mertha Agung Durya Ni Kadek Dwi Handayani Ni Kadek Supriyaningsih Ni Komang Atik Agustini Ni Komang Ayu Karmila Maharani Ni Komang Ayu Trisna Wiryantari Ni Komang Tri Puspaningrum Ni Luh Gede Putu Purnawati Ni Luh Putu Mely Puspita Wati Ni Made Dwini Suryabelanti Dyaus Putri Ni Made Eliska Dwiyanti Ni Putu Nia Ayunita Sari Ni Putu Nita Anggraeni Ni Putu Nita Anggraini Ni Putu Nita Anggraini Ni Putu Wiwik Nia Utari Ni Wayan Dewik Astini Pande Ketut Ribek Permana, I Made Wahyu Adi Putu Agus Eka Rismawan Ruditus Harson Safira Maharani Sapta Rini Widyawati Sarwo Eddy Wibowo Sarwo Eddy Wibowo Sherry Adelia Silvia Ekasari Sulistyo Budi Utomo Suria Alamsyah Putra Sutrisno Sutrisno Teguh Setiawan Wibowo Tengku Kespandiar Tiksnayana Vipraprastha Vivid Violin Wiryawan, Dedik