E-service Quality Research Articles

Pengaruh E-Service Quality dan E-Trust terhadap Continuance Intention melalui E-Satisfaction sebagai Variabel Mediasi (Studi pada Aplikasi Access By KAI)

PT Kereta Api Indonesia has developed a new application for ordering and booking train tickets from KAI Access to Access by KAI, but the ratings and reviews show very low scores. The aim of this research is to discuss and analyze the influence of e-service quality and e-trust on continuance intention through e-satisfaction as a mediating variable in the Access by KAI application. This research is quantitative in nature and uses path analysis statistics by taking a sample of 200 respondents using a non-probability sampling approach with purposive sampling. The study's findings indicate that e-satisfaction is significantly impacted by e-service quality and e-trust. Additionally, continuance intention is significantly influenced by e-service quality and e-satisfaction, but not by e-trust. In addition, e-satisfaction mediates the relationship between e-service quality and e-trust on continuance intention.

THE IMPACT OF E-SERVICE QUALITY AND PERCEIVED RISK ON TRUST IN BANKING SERVICES

The world of banking is still the driving force of the national economy today by channeling funds to third parties. To be able to win the competition, banks must be able to maintain the trust of their customers. The design of this research aims to determine the impact of e-service quality and perceived risk on trust in BRI Jember Branch. The population in this research is planned to be all customers of Bank BRI Jember Branch. The sample design was 75 respondents. The data analysis method is to use descriptive analysis. Validity tests and reliability tests are used to test research measuring instruments. Multiple linear regression analysis was used to test the research hypothesis. The results of this research are expected to show that e-service quality and perceived risk can increase customer trust in BRI Jember Branch.

The Effect of E-Service Quality, Sales Promotion, and Price on Customer Satisfaction in the City of Bandung (Study on Millennial and Gen Z Shopee Food Users)

The Effect of E-Service Quality, Sales Promotion, and Price on Customer Satisfaction in the City of Bandung (Study on Millennial and Gen Z Shopee Food Users)

The Influence of E-Service Quality, Electronic Word of Mouth (E-Wom), E-Trust and Online Promotion on Impulsive Buying on the Tiktok Shop Platform

The Influence of E-Service Quality, Electronic Word of Mouth (E-Wom), E-Trust and Online Promotion on Impulsive Buying on the Tiktok Shop Platform

Beyond convenience: understanding the nexus of food biosafety, service quality, and brand image in online food delivery services

ABSTRACT This study aims to present an integrative model assessing the impact of Food Biosafety Measures (FBM), e-Service Quality (e-SQ), and Product Quality (PQ) on Online Food Delivery Service (OFDS) brand image, e-consumer satisfaction (e-CS), and e-loyalty (e-LO), grounded in Expectation-Disconfirmation Theory (EDT). Employing a cross-sectional survey design, the study analyzed responses from 911 users in Bogotá and Medellín through structural equation modeling (PLS-SEM). A multigroup analysis assessed differences across these two cities. The study found that FBM significantly enhances e-CS but does not directly impact brand image, suggesting other factors, such as e-SQ and PQ, play essential roles. E-SQ and PQ robustly influence brand image, which modestly affects both e-CS and e-LO. The study confirms that e-CS significantly fosters e-LO, with FBM indirectly influencing e-LO via e-CS. For OFDS managers and policymakers, emphasizing food biosecurity, service, and product quality is vital for enhancing consumer satisfaction and fostering loyalty. Geographical nuances revealed through multigroup analysis indicate the importance of region-specific strategies for service quality and market expansion. This research fills a gap in the OFDS literature by empirically validating non-food quality attributes in generating e-CS and, indirectly, e-LO. It highlights the complexity of brand image construction and provides a framework for OFDS brands to augment consumer satisfaction and loyalty in a dynamically evolving sector.

Customer Value Mediates the Implications of E-Service Quality and E-Payment on Customer Satisfaction for KFCku App Users.

Customer Value Mediates the Implications of E-Service Quality and E-Payment on Customer Satisfaction for KFCku App Users.

Artificial Intelligence, Natural Language Processing, and Machine Learning to Enhance e-Service Quality on e-Commerce Platforms

Artificial Intelligence, Natural Language Processing, and Machine Learning to Enhance e-Service Quality on e-Commerce Platforms

ANALISIS KUALITAS LAYANAN MOBILE JKN MENGGUNAKAN METODE E-SERVICE QUALITY, CUSTOMER SATISFACTION INDEX (CSI) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

Mobile JKN is a non-face-to-face application that has many features and makes it easier for participants to maximize the national health insurance program organized by BPJS Kesehatan. As of June 2023, in the Surakarta area, the number of Mobile JKN registrations was 92,101 participants. Therefore, this research aims to analyze the level of quality of Mobile JKN services using e-service quality, customer satisfaction index (CSI) and importance performance analysis (IPA) methods. This research method uses quantitative methods. The object of this research was participants who came to the Surakarta branch of the BPJS Health office, totaling 100 participants. This research uses a questionnaire whose validity and reliability have been tested. The results of this research are that Mobile JKN participants are satisfied with Mobile JKN services, with an average gap value of 0.06 (positive value), and a CSI value of 81.4%, and the results of the IPA analysis have been described. There is great hope that the results of this research can become a reference for stakeholders to improve the quality of Mobile JKN services.

The Influence of Service Quality and Customer Relationship Marketing on Tourist Loyalty with Trust as a Mediating Variable at Sana Vie Villa Seminyak

Sana Vie Villa Seminyak is a hotel industry that can contribute to the economy of the community in theSeminyak Traditional Village and its surroundings. The sustainability of Sana Vie Villa Seminyak cannot beseparated from the role of consumers or tourists who stay there, because consumers or tourists are the reasonwhy Sana Vie Villa Seminyak can continue to exist today. This research aims to determine the influence ofservice quality and customer relationship marketing on tourist loyalty with trust as a mediating variable. Thisresearch was conducted at Sana Vie Villa Seminyak. Samples were determined using the Slovin formula with asample size of 100 samples. Data collection in this research used questionnaires with the data analysistechnique SEM-PLS. The results of this research show that e-service quality has a positive effect on touristloyalty. Customer relationship marketing has a positive and significant effect on tourist loyalty. Trust has apositive and significant effect on tourist loyalty. service quality has a positive and significant effect on trust.Customer relationship marketing has a positive and significant effect on trust. Trust is able to mediate theinfluence of service quality on tourist loyalty. Trust is able to mediate the influence of customer relationshipmarketing on tourist loyalty.Keywords: Service Quality, Customer Relationship Marketing, Tourist Loyalty, Trust

The Effect of Customer Trust and E-Service Quality on E-Wallet Application Reuse Intentions Mediated by Customer Satisfaction: A Comparative Study on Master of Management Students in Indonesia and Malaysia

This study aims to understand the factors that influence the intention of Master of Management students in Indonesia and Malaysia to reuse e-wallet services. Specifically, this research examines the roles of customer trust and e-service quality in shaping customer satisfaction and reuse intention. This causal associative research focuses on Master of Management students in Lombok (Indonesia) and Cyberjaya (Malaysia) as the population. Data analysis was conducted using the Partial Least Square-Structural Equation Model (PLS-SEM) with Smart PLS 3.0 software. The results indicate that customer trust significantly influences the intention to reuse e-wallet services in Indonesia but not in Malaysia. Conversely, e-service quality significantly impacts reuse intentions in both countries. Additionally, in Indonesia, customer trust positively affects customer satisfaction, while in Malaysia, no significant relationship was found between customer trust and customer satisfaction. Furthermore, e-service quality positively affects customer satisfaction in both Indonesia and Malaysia. However, customer satisfaction does not significantly affect the intention to reuse e-wallet services in either country. These findings suggest that to maintain and enhance the reuse of e-wallet services, companies must focus on both customer trust and e-service quality, alongside customer satisfaction. Investing in the improvement of e-service quality and the strengthening of customer trust can be an effective strategy to retain the user base and increase customer loyalty in an increasingly digital market.

The Importance of Psychological Factors, E-Service Quality, and Perceived Value in Maintaining Indonesia Life Insurance Customer Loyalty

Insurance customers in Indonesia are motivated and attach importance to the quality of electronic services and the perceived value exceeds the expected value. Therefore, this paper aims to examine the influence of psychological factors, electronic service quality, and perceived value on customer loyalty of life insurance companies in Indonesia. Through a literature review, a hypothesis was developed by exploring previous research related to the impact of psychological factors, electronic service quality, and perceived value on customer loyalty. The survey was conducted on 165 life insurance customers in Indonesia. The collected data was analyzed using Structural Equation Modeling (SEM). The validity and reliability of the measurements were confirmed before testing the research hypotheses. The results of the study reveal that psychological factors, electronic service quality, and perceived value influence customer loyalty of life insurance companies in Indonesia.

The Influence of E-Service Quality and Service Features on Customer Trust in Gojek Application Users

This research was conducted to analyze the influence of E-Service Quality and Service Features on Customer Trust among Gojek application users. The data in this research was collected through distributing questionnaires and analyzed using quantitative analysis. The population taken was students at Swadaya Gunung Jati University with a sample of level 4 students. The sample taken was 208 respondents using a non-probability sampling technique, namely purposive sampling. In this study, the data was processed using SPSS version 25 with cross descriptive model analysis (Crosstab), as well as the relationship between the respondent's character and the question variables. And to test the data using validity and reliability tests. The research results show that E-Service Quality has a significant influence on Customer Trust, Service Features have a significant influence on Customer Trust, and the two variables between E-Service Quality and Service Features both have a significant influence on Customer Trust

The Effect Of E-Service Quality and E-Trust On E-Loyalty With E-Satisfaction As The Intervening Variable

This study aims to determine the effect of electronic service quality and electronic trust on customer loyalty on online platforms, with electronic satisfaction as an intervening variable, through data analysis from Shopee customers. The research method uses non-probability sampling techniques, specifically purposive sampling, with a population of individuals aged 17 to 50 years who live in Cirebon, Indramayu, Majalengka, and Kuningan who have made transactions on the Shopee application at least once in the past month. Data collection was carried out through an online questionnaire via Google form, with 151 questionnaires deemed eligible for analysis. Respondent data that has been processed using SmartPLS3.0 software. The results of data analysis show that E-Service Quality has a positive and significant effect on E-Loyalty, E-Trust has a negative and insignificant effect on E-Loyalty, E-Service Quality has a positive and significant effect on E-Satisfaction, E-Trust has a positive and significant effect on E-Satisfaction, E-Satisfaction has a positive and significant effect on E-Loyalty, E-Service Quality has a positive and significant effect on E-Loyalty through E-Satisfaction, E-Trust has a positive and significant effect on E-Loyalty through E-Satisfaction. From the results of the research conducted, it can be concluded that e-satisfaction plays an important role as a mediator between e-service quality and e-trust on e-loyalty in online platforms.

PENGARUH E-TRUST, E-SERVICE QUALITY DAN E-SATISFACTION TERHADAP E-LOYALITY PENGGUNA BSI MOBILE PADA PENGADILAN AGAMA PASCA SERANGAN CYBERRASOMWARE

Amid current technological developments, many innovations are making life more accessible for people to interact, get information, and transact. This is especially evident in the Banking sector, which is experiencing digitalization with BSI mobile services. This study aims to determine how E-Trust, E-Service Quality, and E-Satisfaction affect the E-Loyalty of Bank Syariah Indonesia Mobile Banking users after cybercrime attacks (religious court survey employees). This research utilizes a quantitative approach by relying on numerical data. This research uses data sources in the form of numbers. The process used to collect data is distributing questionnaires to 50 religious court employees who are BSI customers. The method used in sampling is purposive sampling. The data analysis technique used in this study uses multiple linear regression techniques to test the effect of the independent variable on the dependent variable, both partial and simultaneous effects. The overall result of this study is a statement that shows that E-Trust and E-Service Quality have a positive and significant influence on E-Loyalty. In contrast, e-satisfaction does not have an impact and is not substantial in e-loyalty.

Beyond Convenience: Understanding E-Service Quality Role In Fostering E-Customer Satisfaction And Loyalty

This research investigates the relationships between e-service quality, customer satisfaction, and loyalty within Indonesian e-commerce, explicitly focusing on the Shopee platform. Analyse 279 Shopee customers; the study examines the impact of website design, customer service, security, and fulfilment on e-service quality, customer satisfaction and loyalty. Using the purposive sampling method and SEM-PLS inferential analysis, the findings highlight the significant influence of website design on e-service quality. In contrast, customer service and security exhibit no statistically significant impact. Interestingly, efficient fulfilment emerges as a pivotal factor in enhancing e-service quality. This study underscores the significant influence of e-service quality in paving e-customer loyalty, directly or indirectly, via the mediating role of customer satisfaction. The implications of the research extend to actionable insights for e-commerce enterprises, offering strategic guidance to navigate and succeed in the competitive digital landscape of Indonesia.

Connecting Virtually: E-Service Quality, Social Network, Customer Trust and Purchase Intention

Connecting Virtually: E-Service Quality, Social Network, Customer Trust and Purchase Intention

Does E-Service Quality and Social Network Really Matter? Examining Its Impact on Trust and Purchase Intention

Current study explored the connection between e-service quality, social networks, purchase intention, and customer trust, specifically focusing on how artificial intelligence impacts e-service quality within insurance companies. This research employed Theory of Planned Behavior as the basis foundation and conducted through a quantitative approach. Denpasar was used as the research location and targeting 150 local communities as respondents. Empirical data was collected through questionnaires and the analysis was performed using Structural Equation Modeling (SEM) with AMOS version 23 software. The findings indicate significant and positive relationships among all variables, leading to the acceptance of all hypothesis. The findings of this research show that the quality of AI-based services and social networks has a significant impact on the level of consumer trust in insurance products. A high level of trust in the quality of insurance products will in turn increase consumers' willingness to use these insurance products, thereby stimulating consumer loyalty towards insurance companies. The results of data analysis highlight that trust is a crucial key in consumer interest in purchasing a product. Interesting findings from this research also emphasize that gender, especially female consumers, show higher interest in insurance products. This is due to the belief that women have a high awareness of health and financial risks, thus motivating them to use insurance products.

Model of Student E-Loyalty Formation Through E-Service Quality and E-Satisfaction

Model of Student E-Loyalty Formation Through E-Service Quality and E-Satisfaction

Pengaruh E-Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pengguna Aplikasi PLN Mobile Pelanggan

By following the times, companies provide electronic services (e-service quality). E-service quality or electronic service can be defined as an interactive service offered by service providers, which aims to strengthen the relationship between consumers and service providers. The quality of service of a company is needed to meet the increasingly diverse needs of society. Therefore, entrepreneurs make new innovations to provide the best quality of service. One company that implements online-based service innovations is the State-Owned Enterprise (BUMN) company PT PLN (Persero). PT PLN created a service model in the form of an application called PLN Mobile to make it easier for customers to meet their information needs and interactions with PLN.This study aims to determine the effect of E-quality of service on customer satisfaction of PLN mobile application users of PT PLN (Persero) ULP Perbaungan customers. The population of this study was 1,151 households of electricity meter users using the Slovin sampling formula, obtained a sample size of 43 samples who had downloaded the PLN mobile application in PlayStore. Then for the analysis technique using multiple linear regression analysis and data processing using SPSS software version 20. Based on the research results, it can be concluded that E-Service Quality (Efficient and reliable service, Fullfilment, Security / trust, Site aesthetics, Responsiveness / contact, Ease of use) simultaneously has a significant influence on Customer Satisfaction.

Impact of E-Service Quality on Satisfaction with E-Learning Usage at PT LSP XYZ

PT LSP XYZ is a company that operates in the field of professional certification, where currently professional certification participants are experiencing an increase and decrease in participants, especially in the aspect of e-learning development which has an impact on customer satisfaction. If this is not repaired immediately, the damage will impact the level of customer satisfaction. This research aims to combine expectations and reality regarding the services provided by the company to customers using the Servqual method and analyze the factors that influence customer satisfaction with LSP XYZ which can then be used as a basis for formulating recommendations to increase the level of customer satisfaction of LSP XYZ. and Structural Equation Modeling (SEM) analysis tools.