The Influence of E-Service Quality, and Customer Satisfaction on Go-Send Customer Loyalty In Surabaya

Wirapraja, Alexander and Aribowo, Handy and Setyoadi, Eddy Triswanto (2021) The Influence of E-Service Quality, and Customer Satisfaction on Go-Send Customer Loyalty In Surabaya. Indonesian Journal of Information Systems, 3 (2). pp. 128-137. ISSN 2623-2308

[img] Text (Article)
4191-10639-2-PB.pdf - Published Version

Download (449kB)
[img] Text (Peer Review Bapak Alexander Wirapraja)
Peer Review Jurnal The Influence of E-Service Quality, and Customer Satisfaction on Go-Send Customer Loyalty In Surabaya.pdf - Other

Download (207kB)
[img] Text (Hasil Cek Plagiasi)
The_Influence_of_E_Service_Quality__and_Customer_S.pdf - Other

Download (2MB)
Official URL: https://ojs.uajy.ac.id/index.php/IJIS/article/view...

Abstract

The shipping industry is currently one of the vital aspects of industrial business, especially in the current Covid-19 pandemic era. Delivery of goods, both products and foodstuffs, can be done quickly by using courier services that can be accessed through online media such as personal gadgets, namely computers and smartphones. One of the features of GO-Jek Indonesia is a courier service called Go-Send, the problem that arises is that there is competition in the same line of business, causing consumers to have many choices when making deliveries. Measuring the level of loyalty makes researchers interested in measuring Go-Send users' perceptions of the level of customer loyalty as measured by e-service quality and customer satisfaction. This study used a quantitative method using a questionnaire with a Likert scale measurement and a sample of 109 respondents was obtained which was then measured using the Structural-Equation-Modeling (SEM) method with a 95% confidence level. The results of this study indicate that Go-Send user loyalty is positively and significantly influenced by customer satisfaction and the level of e-service quality.

Item Type: Article
Uncontrolled Keywords: Go-Send, E-Service Quality, Customer Satisfaction, Customer Loyalty
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions: Faculty of Information Technology
Faculty of Information Technology > Information System Department
Depositing User: P3M IKADO
Date Deposited: 04 Mar 2021 03:53
Last Modified: 23 Jun 2022 08:40
URI: http://repository.ikado.ac.id/id/eprint/152

Actions (login required)

View Item View Item