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The Influence of Electronic Service Quality on Electronic Customer Satisfaction Through Customer Value (Survey on InDrive Indonesia Application Users)

Year: 2024

Type: article

Abstract: This research aims to obtain an overview and magnitude of the influence ofelectronicservicequalityonelectroniccustomersatisfactionthroughcustomervalue (survey of InDrive Indonesia Application users). The type of researchusedisdescriptiveandverificationwithaquantitativeapproach.Thepopulation in this study was 105,000 with a sample of 200 respondents whowere users of the InDrive application using a sampling technique, namelysimplerandomsampling.Thedatawasprocessedstatisticallyusingthestructural equation modeling (SEM) method with the help of SPSS 24.0 forWindows software. The findings in this research found that electronic servicequality and customer value were in the high category, while electronic customersatisfaction was in the quite high category. Electronic service quality has apositive and significant influence on electronic customer satisfaction throughcustomer value. These findings indicate that implementing electronic servicequality can build customer value and form electronic customer satisfactionamongInDrive Applicationusers.

Source: Strategic Jurnal Pendidikan Manajemen Bisnis

DOI: 10.17509/strategic.v24i2.73590

Authors: Andinna Putri Sutria, Ratih Hurriyati, Puspo Dewi Dirgantari

Institution: Indonesia University of Education

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4415185956

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