Open AccessPengaruh 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,
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