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This study aims to analyze the effect of price and e-service quality on e-satisfaction at Ninetech Store on the Shopee marketplace, both partially and simultaneously. This study uses a quantitative method with an associative approach. The research subjects were Ninetech Store customers, with a sample size of 96 respondents obtained through sampling techniques using the Rao Purba formula. Data were collected through questionnaires and analyzed using validity tests, reliability tests, classical assumption tests, simple and multiple linear regression analysis, correlation coefficients, determination coefficients, and hypothesis testing. The results show that price has a positive and significant effect on e-satisfaction, as does e-service quality, which also has a positive and significant effect on e satisfaction. In addition, price and e-service quality were simultaneously proven to have a significant effect on the e-satisfaction of Ninetech Store customers on the Shopee marketplace. The results of this study are expected to be taken into consideration by Ninetech Store in formulating pricing strategies and improving the quality of electronic services to increase customer satisfaction.

This research aims to analyze the quality of electronic services (E-Service Quality) on user satisfaction of the DANA digital wallet application in the West Jakarta area. The evolution of financial technology (fintech) in Indonesia has encouraged rapid growth in the use of digital wallets, including DANA which is recorded to have more than 200 million users by 2024. However, this rapid growth is still marred by a number of user complaints regarding system reliability, service response speed and transaction security. Therefore, this study is important to evaluate how much e-service quality dimensions influence user satisfaction levels. The research method used is a quantitative approach with an associative type of research. Data was collected through questionnaires from 100 respondents who were active users of the DANA application in the West Jakarta area using a purposive sampling technique. Data analysis was carried out using SPSS software through validity tests, reliability tests, and simple linear regression analysis. The research results show that E-Service Quality has a positive and significant effect on user satisfaction of the DANA application with a coefficient of determination (R Square) of 0.907, which means that 90.7% of the variation in user satisfaction can be explained by the E-Service Quality variable, while the remaining 9.3% is influenced by other factors outside the research model. The results of the significance test (t test) show a significance value (Sig. < 0.05) which indicates that the influence of E-Service Quality on user satisfaction has been proven to be statistically significant. The results of this study are expected to serve as evaluation material for DANA application managers in improving the quality of digital services, particularly in terms of efficiency, system reliability, security, and user responsiveness. Furthermore, this research is expected to provide theoretical contributions to the development of studies in the field of information systems and digital service management.

This research aims to identify both the partial and simultaneous positive and significant effects of e-service quality, e-trust, and brand image on the customer loyalty of Byond by BSI users in Balikpapan City. The study adopts a quantitative correlational method. A total of 100 respondents were selected using a purposive sampling technique. Data were collected through online questionnaires distributed via a Google Form link. The analytical procedures utilized include correlational analysis, instrument tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing using IBM SPSS Statistics version 24. The results of the study indicate that, partially, e-service quality and e-trust variables each have a positive and significant effect on customer loyalty among users of the Byond by BSI application in Balikpapan City. Meanwhile, brand image variable has a positive but not significant effect on customer loyalty among users of the Byond by BSI application in Balikpapan City. Furthermore, when examined simultaneously, the three variables collectively show a positive and significant effect on customer loyalty of Byond by BSI applications users in Balikpapan City.

This study aims to gain an in-depth understanding of the influence of user experience and e-service quality on user satisfaction with the MyTelkomsel mobile application. This research was conducted using a descriptive qualitative method along with data collection techniques in the form of semi-structured interviews and direct observation of active users of the MyTelkomsel application in the city of Medan. Data was obtained from 10 informants selected using purposive sampling techniques, supported by documentation of user interactions with the application. The results of the study indicate that ease of navigation, informative interface display, application response speed, and service feature reliability are the main factors that shape user satisfaction. Users tend to feel satisfied when the application is able to provide a comfortable, efficient, and responsive user experience that meets their needs. The findings of this study are expected to provide strategic input for Telkomsel in improving user experience and service quality as an effort to strengthen customer satisfaction and loyalty.

The advancement of information technology has transformed consumption patterns, including shopping activities that have increasingly shifted to digital platforms or e-commerce. Bukalapak, as one of the early players in this industry, is currently facing challenges in the form of declining market share and user complaints related to digital service quality (e-service quality). This research aims to analyze the effect of electronic service quality on consumer loyalty (e-loyalty), with electronic satisfaction (e-satisfaction) as a mediating variable among Bukalapak users in Denpasar City. The sampling technique employed a non-probability sampling method with a purposive sampling approach, and the number of samples was determined based on the number of indicators used. The research findings indicate that electronic service quality has a positive and significant effect on both user satisfaction and user loyalty. Electronic satisfaction is also proven to significantly affect user loyalty and serves as a partial mediator in the relationship between service quality and loyalty. These findings affirm that improving the quality of digital services can enhance customer satisfaction and ultimately build loyalty toward the Bukalapak platform

This study aims to determine the effect of price discount (X1) and e-service quality (X2) on perceived value (Y) among Generation Z ShopeeFood users in Yogyakarta. This study used a quantitative approach with a sample of 60 Generation Z respondents aged 17-28 who had made a transaction on ShopeeFood in the past three months. Data were collected through an online questionnaire and analyzed using Structural Equation Modeling (SEM) with SmartPLS 4.0. The results of this study indicate that price discount has a positive and highly significant effect on perceived value, as evidenced by a strong path coefficient and a high t-statistic. E-service quality was also found to have a positive and significant effect on perceived value. Thus, both variables simultaneously significantly and strongly explain variation in perceived value, with the model demonstrating a good fit to the data. This study confirms that price discount strategies are a key driver in shaping perceived value among Generation Z consumers, and e-service quality also plays a crucial role in creating positive digital experiences. The practical implications of this study include recommendations for ShopeeFood managers to optimize discount strategies and continuously improve e-service quality to enhance consumer perceived value.

The purpose of this study is to determine the extent to which the relationship between quality and promotion influences customer decisions in selecting Micro People's Business Credit (KUR) products at PT Bank Sumsel Babel KC Palembang. This study applies a quantitative approach, where the entire population consists of 765 customers, with 88 people being sampled through a purposive sampling technique. The data sources used in this study include primary and secondary data, obtained through direct interviews with related parties and the distribution of questionnaires to respondents who have met the research criteria. To analyze the data, a series of instrument feasibility tests, classical assumption tests, and data processing using multiple linear regression analysis were conducted. This analysis includes a t-test (partial), F-test (simultaneous), and the coefficient of determination (R²) to measure the strength of the influence of the independent variables on the dependent variable. Based on the results of the analysis, it was found that both service quality and promotion have a positive and significant influence on consumer decisions, both partially and simultaneously. This indicates that the better the service quality and the more effective the promotion, the higher the tendency of consumers to decide to choose KUR Micro products. The coefficient of determination (R²) of 0.894 indicates that 89.4% of customer decisions can be explained by service quality and promotions, while the remaining 10.6% is influenced by other factors not examined in this study, such as economic conditions, personal experience, recommendations from third parties, and psychological factors. These results provide an important influence for bank management in developing more targeted service and promotion strategies. The results of this study can also serve as a basis for strategic policy-making in developing banking products based on customer needs.

This research investigates how e-service quality and customer experience influence customer satisfaction among GoRide users in Bandar Lampung. The study is motivated by the growing reliance on online transportation services in Indonesia and the crucial role of customer satisfaction in fostering user loyalty. Employing a quantitative method with a survey design, data were gathered through questionnaires from 125 purposively selected respondents. The data were analyzed using multiple linear regression via SPSS. Findings indicate that both e-service quality and customer experience positively and significantly affect customer satisfaction, both individually and collectively. Key elements such as the app’s efficiency, security, and reliability, along with user experience factors like accessibility, promise fulfillment, and personalized service, are shown to be major contributors to the satisfaction of GoRide users in the area.

This study examines the factors influencing customer retention at Surya Fresh MSMEs in Depok City, West Java. The primary issue identified is the instability of customer retention, which is mainly attributed to intense market competition, the rapid pace of digital marketing, and the evolving customer expectations in the modern business environment. This study aims to analyze the impact of product quality, e-service quality, and reward programs on customer retention, with relationship commitment as a mediating variable. A quantitative approach with an explanatory research design was employed to test the relationships among variables. Primary data were collected through a Likert-scale questionnaire from 224 Surya Fresh customers using a simple random sampling technique. Data analysis was conducted using the PLS-SEM method in SmartPLS, including validity, reliability, and structural model assessments. The findings indicate that product quality, e-service quality, and reward programs significantly influence relationship commitment and customer retention. Moreover, relationship commitment was found to mediate the effects of these three factors on customer retention, highlighting its importance in enhancing customer loyalty. High e-service quality, superior product quality, and attractive reward programs foster strong emotional connections with customers, which are crucial for sustaining long-term customer loyalty. The study concludes that product quality, e-service quality, and reward programs have a positive and significant impact on relationship commitment and customer retention at Surya Fresh. Relationship commitment is confirmed as a key mediator. To further improve retention, Surya Fresh should focus on enhancing product availability, administrative responsiveness, and offering diverse promotional programs. Future studies may apply this model in different industries and integrate qualitative methods for deeper insights.

This study aims to analyze the effect of e-service quality and e-trust Whatsapp Reminder on customer loyalty of BPJS Ketenagakerjaan Banyuwangi Regency with customer satisfaction as an intervening variable. In the digital era, technology-based services are a key factor in improving customer experience, especially in social security services. This study uses a quantitative approach with a survey method involving 100 respondents of BPJS Ketenagakerjaan Banyuwangi Regency participants who have used the Whatsapp Reminder service. Data was collected through questionnaire methods and direct interview sampling and then analyzed using the Smart PLS method. This Smart PLS analysis method used to analyze data is the value of Path Coefficients, P-value, and T-Statistics. The results showed that e-service quality and e-trust Whatsapp Reminder have a positive and significant influence on customer satisfaction. In addition, customer satisfaction acts as a mediator that strengthens the relationship between e-service quality and e-trust Whatsapp Reminder on customer loyalty. Thus, improving the quality of digital services and trust in the WhatsApp Reminder system contribute directly to BPJS Ketenagakerjaan customer loyalty. These findings provide implications for service managers for BPJS Ketenagakerjaan participants to continue to improve digital service quality and build customer trust in order to maintain loyalty in the long term.

GoSend as an instant delivery service from Gojek plays an important role in meeting the demand for fast and reliable delivery. However, there are still challenges in terms of service quality, customer satisfaction, and competitiveness in the digital logistics industry. This study analyzes GoSend's electronic service quality attributes using the Kano Model to identify the factors that most influence customer satisfaction. The quantitative method is applied through a survey of 206 GoSend users in Semarang, with the integration of E-Servqual indicators and Kano Model attributes. The results of the study show that most service attributes fall into the "Indifferent" category, meaning they do not have a significant effect on customer satisfaction. However, attributes such as transaction data security and item conditions fall into the "One-Dimensional" category, so improvements in these aspects can increase customer satisfaction. The analysis of the Extent of Satisfaction (EOS) and Extent of Dissatisfaction (EOD) shows that responsiveness to complaints and service personalization still need to be improved. Based on these findings, strategic recommendations that can be given are increasing customer service responsiveness, optimizing compensation policies, and strengthening security systems to increase customer trust. The integration of the Kano Model with E-Servqual provides a comprehensive evaluation of the quality of digital logistics services while also being a guide for GoSend in increasing customer satisfaction and loyalty amidst increasingly fierce competition.

This research aims to analyze the effect of E-Service Quality and Perceived Value on Customer Satisfaction in using the Flip application. This study uses quantitative methods by collecting data through a Likert scale questionnaires distributed to active S-1 and D-4 students of the Faculty of Economics and Business State University of Jakarta who are Flip application users. The sampling method applied is purposive sampling, with a final sample of 86 respondents. The data collected was then analyzed using multiple linear regression with the help of SPSS software. The results showed that the two independent variables, namely E-Service Quality and Perceived Value, had a significant positive effect on Customer Satisfaction, both partially and simultaneously. E-Service Quality has a more dominant influence than Perceived Value with a regression coefficient of 0,379. This finding indicates that efficient, reliable, and high-value digital services contribute significantly to increasing Flip user satisfaction.

The rapid development of technology has led to innovations in various areas, including mobile payments. Mobile payments are one of the innovations in financial technology designed to facilitate online transactions. In Indonesia, there are numerous mobile payment service providers, making competition increasingly fierce. One of the popular e-wallets in Indonesia is ShopeePay, a service created by Shopee. This study aims to analyze the importance and performance levels of various electronic service quality factors and assess user satisfaction with ShopeePay. This research is a survey-based study with a sample of 100 respondents. The analysis was conducted using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) to measure the importance and performance of each ShopeePay service quality factor and the satisfaction of its users. The results show that out of 24 ShopeePay service quality factors, 13 were considered important by respondents. The average importance rating was 4.07, while the average performance rating was 3.94. This results in a harmony between importance and performance of 97%. The Customer Satisfaction Index (CSI) for ShopeePay services in the Banten area was 78.77%, placing it in the "satisfying" category. This study has several limitations, including its focus on the Banten area, a limited and homogeneous respondent group, potential bias from online surveys, and not accounting for external factors or long-term changes in user perceptions of ShopeePay.

Effective leadership and employee discipline are essential to maintaining a productive and professional workplace environment. Leaders are expected to open up two-way communication so that employees can fully understand the Company's goals in achieving performance. Companies need to have a clear and consistent approach to employee discipline to ensure that employees understand company policies and comply with performance expectations. In addition, employee discipline helps identify and correct behavior or actions that are detrimental to the organization

The rise of the trade in fake cosmetics and skincare in various well-known e-commerce makes consumers more selective in purchasing cosmetic and skincare products. However, Sociolla as the number one well-known beauty store in Indonesia comes with its e-commerce platform that specifically sells cosmetic and skincare products from various well-known product brands and is able to stay in first place in the beauty product category in Top Beauty-Commerce. This trend can be seen from the increasing frequency of repeated transactions on the Sociolla platform. This study aims to determine the effect of the relationship between electronic service quality (E-Service Quality) and repurchase intention (Repurchase Intention) through electronic satisfaction (E-satisfaction) as a mediation variable. This research is quantitative. The data collection technique was carried out by distributing a 4-level linear scale statement questionnaire. Samples were taken using Non-Probability Sampling techniques with data analysis techniques using Smart PLS tools. The respondents involved were 160 respondents who met the criteria for having made purchases on the Sociolla platform twice. The results showed that good E-Service Quality skills increased E-Satisfaction which led to Repurchase Intention by Sociolla platform users. This shows that E-Satisfaction effectively acts as a mediation between E-Service Quality and Repurchase Intention.

This research aims to determine the factors that influence the e-loyalty of e-commerce users in DKI Jakarta towards digital payment features. In this study there are five variables, namely e-service quality, e-trust, perceived usefulness, e-satisfaction, and e-loyalty with the sample criteria being domiciled in DKI Jakarta, at least 17 years old, and having used the ShopeePay e-wallet for three last month. The research method used is quantitative with purposive sampling data collection techniques. This research produced data from 177 respondents which were analyzed using SmartPLS 4.0 software with the Partial Least Square (PLS) method. The research results show that e-service quality has a positive and significant effect on e-satisfaction, e-trust has a positive and significant effect on e-satisfaction, perceived usefulness has no positive and significant effect on e-satisfaction, e-service quality has no positive and significant effect towards e-loyalty, e-satisfaction has a positive and significant effect on e-loyalty, perceived usefulness has a positive and significant effect on e-loyalty. Furthermore, e-service quality does not have 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, and perceived usefulness has a positive and significant effect on e-loyalty through e-satisfaction. satisfaction.      

The rapid growth of the online marketplace has created competition between marketplaces in Indonesia. The emergence of various new marketplaces that are growing now allows consumers to move from one platform to another. This challenge must be faced by marketplaces in maintaining consumer loyalty. The purpose of this study was to determine the effect of e-service quality, e-trust and e-WOM on Lazada e-customer loyalty. This research is a descriptive research using quantitative methods. The population of this study is users of the Lazada marketplace in Sidoarjo. Sampling using non-probability sampling techniques with purposive sampling techniques with a total sample of 96 people. Data analysis technique using Partial Least Square using Smart-PLS 3.0 program.   The results of this study indicate that e-service quality, e-trust and e-wom partially affect e- loyalty.

This research aims to analyze how E-Trust and E-Service Quality influence E-Loyalty in mobile banking services, as well as the role of customer satisfaction as a variable that mediates the relationship between E-Trust, E-Service Quality, and E-Loyalty. This research was conducted as a case study on FEBI UINSU students in 2019 who used mobile banking services. The research method used was a survey by distributing questionnaires to FEBI UINSU students who had used mobile banking services. The questionnaire contains questions about their perceptions of E-Trust, E-Service Quality, customer satisfaction, and their level of E-Loyalty towards mobile banking services. The collected data is analyzed using relevant statistical techniques, such as regression analysis, path analysis, or other appropriate methods to test the relationship between the variables in this research.

Technological developments have penetrated in all fields, not only in one area but also in all sectors of human life, including transportation. The internet is needed nowadays, including in the daily activities of the community. The purpose of this study was to determine the effect of e-service quality and e-trust on Maxim consumer satisfaction in Tasikmalaya City. This type of research is quantitative research, with a sampling technique that is non-probabilty sampling and accidental sampling, with a total of 100 respondents. The data collection method in this study is a survey method using a questionnaire that is distributed to respondents online via google form. The data analysis technique in this study uses multiple linear regression analysis which is processed using SPSS 25. The results of this study indicate that the e - service quality variable has a positive and significant effect on customer satisfaction, the e -trust variable also has a positive and significant effect on customer satisfaction. Simultaneously, e-service quality and e-trust have a positive and significant effect on Maxim customer satisfaction in Tasikmalaya City.

Current technological developments can develop very rapidly and this causes changes in people's lifestyles. With the presence of the internet, not only marketing- based businesses but also developing online transportation services such as Grab, which provides online transportation services to consumers. This needs to be considered as a service provider to maintain the loyalty of service users. This study aims to determine the effect of e-service quality and e-trust on e-loyalty through customer satisfaction on users of grab transportation services. This research was conducted in the community in the district Kecamatan Pandaan who uses grab transportation services in 2023. The data collection technique used is a questionnaire which is distributed online via Google Form. The selection of the sample used in the study was 100 respondents using the purposive sampling method, which is a sampling technique in which the people selected as samples are in accordance with the purpose of conducting research on data management, this research was conducted using the path analysis method (Path Analysis). Based on the results of this study it can be seen that e-service quality has a positive and significant effect on satisfaction, e-trust has a positive and significant effect on satisfaction, e-service quality has a positive and significant effect on e- loyalty, there is no significant relationship between e-trust directly to e-loyalty, and satisfaction has a positive and significant effect on e-loyalty