Year: 2025
Type: article
Study design: Observational Study
Abstract: This research is aimed at examining the influence of e-service quality and perceived tariffs on customer satisfaction and its impact on intention to reuse. The research problem is how to increase interest in reuse through e-service quality and perceived rates by mediating customer satisfaction? The aim of this research is to analyze the influence of e-service quality and perceived tariffs on customer satisfaction and its impact on intention to reuse. The sample for this research was OVO users in Semarang, specifally in Central Semarang, Tembalang, Gajah Mungkur, and South Semarang. With the total sample was 126 OVO users. SEM AMOS was used to analyze the data. The results of the analysis showed that e-service quality and perceived tariff had a significant effect on customer satisfaction in increasing interest in reuse. These empirical findings indicate that e-service quality influences customer satisfaction, perceived tariff has a positive effect on customer satisfaction, e-service quality has a positive effect on intention to reuse; perceived tariff has a positive effect on intention to reuse; and customer satisfaction has a positive effect on intention to reuse.
Author: Aristiono Nugroho
Institution: Politeknik Agraria STPN
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4414186331