The Impact of E-Service Quality on E-Customer Loyalty through E-Customer Satisfaction as Intervening Variable (Case of LinkAja App in Indonesia)
Abstract
In the business service, the main focus lies on the quality of service. Good quality of service can give rise to the highest satisfaction from consumers to create an emotional bond of consumer loyalty to a product. LinkAja (a fintech app in Indonesia) has an interesting phenomenon to be observed, seeing that there are many complaints about failed application login access, features which are difficult to be used, difficulty in upgrading full-service, difficulty in withdrawal features. However, customer service who should be able to help user’s problems is felt to be less helpful; thus, users feel abandoned. The purpose of this study is to analyze the effect of the variable e-service quality, e-customer satisfaction, e-customer loyalty on LinkAja application users in Indonesia. The research uses descriptive with a quantitative approach using purposive sampling, given to 108 respondents. This study uses structural equation modelling (SEM). The data was collected by distributing online questionnaires and then processed using the SmartPLS 3.0 software. The results obtained in this study are: e-service quality has a positive and significant effect on e-customer satisfaction, e-customer satisfaction has a positive and significant effect on e-customer loyalty, and e-service quality has an indirect effect on e-customer loyalty through e-customer satisfaction. For this reason, LinkAja should consider improving the quality of electronic services because it would affect the customer satisfaction and loyalty.
Keywords
Full Text:
PDFReferences
M. Pradana and F. Novitasari, “Gap analysis of Zalora online application: Indonesian users’ perspectives,” Int. J. Learn. Chang., vol. 9, no. 4, pp. 334–347, 2017, doi: 10.1504/ijlc.2017.087450.
R. H. Utari and T. K. Pertiwi, “PERSEPSI BELANJA MENGGUNAKAN APLIKASI E-WALLET,” J. Inf. Syst. Applied, Manag. Account. Res., vol. 5, no. 1, p. 215, Feb. 2021, doi: 10.52362/jisamar.v5i1.365.
I. S. Astuti and E. S. Nugroho, “Analisis Faktor-Faktor yang Mempengaruhi Minat Masyarakat dalam Menggunakan Aplikasi Dompet Digital Go-Pay,” J. Manaj., vol. 13, no. 1, 2021.
B. T. Perwira, E. Yulianto, and S. Kumadji, “Pengaruh E-Service Quality dan Perceived Value terhadap Kepuasaan Pelanggan dan Loyalitas Pelanggan (Survei pada Mahasiswa S1 Universitas Brawijaya yang Melakukan Transaksi Pembelian Online dengan Mobile Application Tokopedia),” J. Adm. Bisnis, vol. Vol 38, no. 2, pp. 46–54, 2016.
B. R. Kartawinata, M. Pradana, D. Maharani, D. W. Nugraha, M. Y. Helmi, and M. H. K. Saputra, “Developing web-based e-news application as an it-based facility,” in Proceedings of the International Conference on Industrial Engineering and Operations Management, 2020, no. August.
Jurnadi and M. Sari, “Analisis Pengaruh E-Service Quality terhadap E-loyalty Melalui E-satisfaction Pelanggan JD.ID di Pontianak,” J. Ekon. dan Bisnis, vol. 2, no. 1, pp. 44–53, 2019.
V. Ariefandi and P. K. Sari, “Pengaruh E-Service Quality Terhadap E-Customer Satisfaction Dan E-Customer Loyalty (Studi Kasus Pada Konsumen Pegi Pegi Di Indonesia),” in E-Proceeding of Management, 2018, vol. 5, no. 3.
I. P. Amalia, “Pengaruh E-Service Quality terhadap E-Customer Loyalty pada Aplikasi KAI Access Melalui E-Customer Satisfaction sebagai Variabel Intervening,” Bus. Preneur J. Ilmu Adm. Bisnis, vol. 2, no. 1, 2020.
F. Hikmawati, Metodologi Penelitian. Depok: Rajawali Pers, 2017.
Sugiyono, Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta, 2016.
M. Pradana and B. R. Kartawinata, “Indonesian Private University Students’ Entrepreneurial Intention,” Asia Pacific Manag. Bus. Appl., vol. 009, no. 02, pp. 111–122, Dec. 2020, doi: 10.21776/ub.apmba.2020.009.02.3.
A. Hamdallah and P. Aulia, “Pengaruh E-Service Quality Terhadap E-Customer Satisfaction dan E-Customer Loyalty Pada Pengguna Aplikasi myIndihome,” J. Ilm. Manaj. Ekon. dan Akunt., vol. 4, no. 3, 2020.
A. Suwondo and F. I. Marjan, “Analisis Pengaruh E-Kepuasan pelanggan terhadap E-Loyalitas pelanggan KAI Access Berdasarkan E-SERVQUAL pada PT Kereta Api Indonesia (Persero) DAOP IV Semarang,” Sentrinov, vol. 3, pp. 338–360, 2017.
DOI: https://doi.org/10.33096/injhss.v2i1.214
Refbacks
- There are currently no refbacks.
InJHSS indexed will be:
___________________________________________________________
International Journal of Halal System and Sustainability (InJHSS)
ISSN 2808-9154
Published by Universitas Muslim Indonesia
W : http://www.umi.ac.id/
E : ichalalumi@umi.ac.id
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0