PENGARUH SERVICE PERFORMANCE DAN E-COMMERCE STRATEGY TERHADAP LOYALITAS DAN KEPUASAN PELANGGAN SEBAGAI VARIABEL
INTERVENING PADA PT. DUSDUSAN DOTCOM INDONESIA
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Institusion
Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta
Author
Octaviany, Mia
Subject
Manajemen Pemasaran
Datestamp
2021-12-22 02:57:17
Abstract :
This study aims to determine the effect of service performance and e?commerce strategy on customer loyalty and satisfaction as an intervening variable at PT. Dusdusan Indonesian Dotcom The research method used is the survey method, using a questionnaire as a tool for collecting data. The target population in the study is the customers of PT. The Indonesian Dotcom was made of more than 2x sales transactions, the number of samples used in this study were 100 respondents. Based on the results and discussion shows partially there is a positive direct effect that has a significant service performance on customer satisfaction at PT. Dusdusan Indonesian Dotcom; partially there is a significant positive direct effect of e-commerce strategy on customer satisfaction at PT. Dusdusan Indonesian Dotcom; partially there is a significant positive direct effect on service performance on customer loyalty at PT. Dusdusan Indonesian Dotcom; partially there is a significant positive direct effect of e-commerce strategy on customer loyalty at PT. Dusdusan Indonesian Dotcom; partially there is a significant positive direct effect of customer satisfaction on customer loyalty at PT. Dusdusan Indonesian Dotcom; there is a significant positive indirect effect on service performance on customer loyalty through customer satisfaction at PT. Dusdusan Dotcom Indonesia and there is a significant positive indirect effect of e-commerce strategy on customer loyalty through customer satisfaction at PT. Dusdusan Indonesian Dotcom. In general, it was concluded that there was an effect of service performance and e-commerce strategy on customer loyalty and satisfaction as an intervening variable at PT. Dusdusan Indonesian Dotcom. Keywords: Service Performance, E-Commerce Strategy, Loyalty, Customer satisfaction
This study aims to determine the effect of service performance and e?commerce strategy on customer loyalty and satisfaction as an intervening variable at PT. Dusdusan Indonesian Dotcom The research method used is the survey method, using a questionnaire as a tool for collecting data. The target population in the study is the customers of PT. The Indonesian Dotcom was made of more than 2x sales transactions, the number of samples used in this study were 100 respondents. Based on the results and discussion shows partially there is a positive direct effect that has a significant service performance on customer satisfaction at PT. Dusdusan Indonesian Dotcom; partially there is a significant positive direct effect of e-commerce strategy on customer satisfaction at PT. Dusdusan Indonesian Dotcom; partially there is a significant positive direct effect on service performance on customer loyalty at PT. Dusdusan Indonesian Dotcom; partially there is a significant positive direct effect of e-commerce strategy on customer loyalty at PT. Dusdusan Indonesian Dotcom; partially there is a significant positive direct effect of customer satisfaction on customer loyalty at PT. Dusdusan Indonesian Dotcom; there is a significant positive indirect effect on service performance on customer loyalty through customer satisfaction at PT. Dusdusan Dotcom Indonesia and there is a significant positive indirect effect of e-commerce strategy on customer loyalty through customer satisfaction at PT. Dusdusan Indonesian Dotcom. In general, it was concluded that there was an effect of service performance and e-commerce strategy on customer loyalty and satisfaction as an intervening variable at PT. Dusdusan Indonesian Dotcom. Keywords: Service Performance, E-Commerce Strategy, Loyalty, Customer satisfaction
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