Published: 2023-06-01
Analysis of the Effect of Service Quality on Customer Loyalty and Satisfaction Using Expectation Confirmation Model and Servqual
DOI: 10.35870/jemsi.v9i3.1193
Kartika Sari, Hendri Rahmayani Asri, Hantoro Arief Gisijanto, Anggi Paramita Puti Kencana, Ibnu Cahyo Ramadhan
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Kartika Sari:
Gunadarma University
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Hendri Rahmayani Asri:
Gunadarma University
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Hantoro Arief Gisijanto:
Gunadarma University
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Anggi Paramita Puti Kencana:
Gunadarma University
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Ibnu Cahyo Ramadhan:
Gunadarma University
Abstract
he application of technology that can be used to support the buying and selling transaction system is e-commerce. The purpose of this study is to determine user perceptions of service quality and identify factors that have the greatest influence on user satisfaction and loyalty. The number of samples in this study were 315 respondents who were e-commerce users for at least one year. Sampling was carried out using purposive sampling technique. The data analysis process is carried out based on the PLS-SEM approach with SmartPLS software version 3.3.3. The model used is a combination of the ServQual model with the Expectation Confirmation Model (ECM). Overall, this study found that users' perceptions of service quality are dissatisfied with reliability and tangibels services. Of the 5 hypotheses accepted, the factors that influence satisfaction are assurance and the factors that influence customer loyalty are reliability, tangibels, assurance and satisfaction.
Keywords
E-commerce, Service Quality, User Satisfaction, Customer Loyalty
Article Information
This article has been peer-reviewed and published in the JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi). The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 9 No. 3 (2023)
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Section: Articles
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Published: 2023-06-01
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License: CC BY 4.0
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Copyright: © 2023 Authors
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DOI: 10.35870/jemsi.v9i3.1193
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