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

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

doi:10.29313/jrmb.v1i2.384

Authors

Zenda Eka Brilian Fakultas Ekonomi dan Bisnis Universitas Islam Bandung
Ratih Tresnati
Nina Maharani
Nina Maharani

DOI:

https://doi.org/10.29313/jrmb.v1i2.384

Abstract

Abstract. 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