Pengaruh E-Service Quality dan E–Recovery Service Quality Terhadap E-Loyalty Pada Pelanggan PT. X Fitur PT. X | Zendy

Zenda Eka Brilian | Zendy; Ratih Tresnati | Zendy; Nina Maharani | Zendy

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Pengaruh E-Service Quality dan E–Recovery Service Quality Terhadap E-Loyalty Pada Pelanggan PT. X Fitur PT. X

Author(s) -

Zenda Eka Brilian,

Ratih Tresnati,

Nina Maharani

Publication year - 2022

Publication title -

jurnal riset manajemen dan bisnis

Language(s) - English

Resource type - Journals

eISSN - 2808-3032

pISSN - 2798-6608

DOI - 10.29313/jrmb.v1i2.384

Subject(s) - nonprobability sampling , business administration , service quality , service (business) , business , marketing , medicine , population , environmental health

. This study aims to determine how much influence E-Service Quality and E-Recovery Service Quality have on E-Loyalty on PT. X customers with PT. X features. This researcher uses a survey method. With the sampling method, namely the purposive sampling technique aimed at PT. X Features PT. X customers in Bandung City by distributing questionnaires to 100 respondents. The results of this study partially and simultaneously found that E-Service Quality and E-Recovery Service Quality have a significant positive effect on E-Loyalty on PT. X customers with PT. X features. E-Recovery Service Quality terhadap E-Loyalty pada pelanggan PT. X dengan fitur PT. X . Peneliti ini menggunakan metode survey. Dengan metode pengambilan sampel yaitu dengan teknik purposive sampling yang ditujukan kepada pelanggan PT. X Fitur PT. X di Kota Bandung dengan menyebarkan kuesioner kepada 100 responden. Hasil penelitian ini secara parsial dan simultan menemukan bahwa E-Service Quality dan E-Recovery Service Quality berpengaruh positif signifikan terhadap E-Loyalty pada pelanggan PT. X dengan fitur PT. X

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