Journal of Finance and Business Digital (JFBD)
Vol. 2 No. 3 (2023): September 2023

The Influence of E-Recovery Service Quality and E-Service Quality on Loyalty through Tokopedia Customer Satisfaction

Ike Puspitayanti (Universitas Muria Kudus)
Sunarno (Universitas Muria Kudus)
Mochamad Edris (Universitas Muria Kudus)

Article Info

Publish Date
30 Sep 2023

Abstract

Based on the results of the analysis and discussion, the conclusions in this research are as follows: (1) E-Recovery Service Quality has a positive and significant effect on customer satisfaction at the Tokopedia Marketplace; (2) E-Service Quality has a positive and significant effect on customer satisfaction at the Tokopedia Marketplace (3) E-Recovery Service Quality has a positive and significant effect on customer loyalty at the Tokopedia Marketplace; (4) E-Service Quality has a positive and significant effect on customer loyalty to the Tokopedia Marketplace: (5) Customer satisfaction has a positive and significant effect on customer loyalty to the Tokopedia Marketplace.

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Journal Info
Journal of Finance and Business Digital (JFBD)
Website

Abbrev

jfbd

Publisher

PT FORMOSA CENDEKIA GLOBAL

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Journal of Finance and Business Digital (JFBD) publishes original research articles and inquiries into issues of finance, Business digital, economics, and business management. JFBD is an international peer-reviewed journal, which is devoted to contemporary and empirical research related to finance, ...