-, Muhammad Fadli
DAMPAK E-SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALITY
WEBSITE BLIBLI.
Jurnal Teknologi Sistem Informasi dan Aplikasi.
ISSN 2654-3788
Abstract
Blibli.com is one of the most popular web-based e-commerce platforms in Indonesia, continuously striving to provide the best service to ensure customer satisfaction and encourage repeat purchases. The issues identified in this study include the monotonous design of the Blibli platform, making it difficult to use and infrequently updated. Additionally, administrative responses often take time and lack user- friendly instructions. Furthermore, customers frequently express dissatisfaction with Blibli’s ecommerce due to unfriendliness and difficulties in reporting poor service. The relationship between e-service quality, customer satisfaction, and customer loyalty on Blibli.com needs to be measured to understand its impact, serving as the background for this research. This study employs a quantitative method using nonprobability and purposive sampling techniques to collect data through questionnaires from 96 respondents who are Blibli.com users within the UIN SUSKA RIAU community. Data analysis utilizes Structural Equation Modeling (SEM) and SMARTPLS 4 software. The research findings indicate that customer satisfaction significantly influences customer loyalty, with a path coefficient of 0.414, a P-value of 0.003, and a T-value of 2.952 (> 1.96). Additionally, e-service quality also significantly influences customer loyalty, with a path coefficient of 0.462, a P-value of 0.001, and a T-value of 3.362 (> 1.96).
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