Volume 1 number 2 (05)

THE INFLUENCE OF E-SERVICE QUALITY AND PRICE ON LOYALTY THROUGH CUSTOMER SATISFACTION IN KLIK INDOMARET APPLICATION

Pages 75-80

DOI 10.61552/JAI.2024.02.005

ORCID Diah Yulisetiarini, Ratna Ayu Silviana, Abdul Muhsyi


Abstract This research is an Explanatory Research that aims to analyze the effect of e-service quality and price on loyalty through customer satisfaction on the Klik Indomaret application. This research uses a nonprobability sampling technique with a purposive sampling method. The number of samples used in the study was 212 respondents. The data source used in this research is primary data obtained by distributing questionnaires online to respondents who are users of the Klik Indomaret application. Data analysis method using path analysis with the Statistical Program For Social Science (SPSS) program. The results showed that e-service quality has a significant effect on satisfaction. Price has a significant effect on customer satisfaction. Customer satisfaction has a significant effect on customer loyalty. E-Service quality has a significant effect on loyalty. Price has a significant effect on loyalty. E-Service quality has a significant effect on loyalty through customer satisfaction. Price has a significant effect on loyalty through customer satisfaction.

Keywords: E-Service Quality, Price, Customer Satisfaction, Loyalty.

Recieved: 17.03.2024. Revised: 03.05.2024. Accepted: 14.06.2024.

Publication Information

Publisher

Editor-in-Chief Director-in-Charge Managing Editor
Aleksandar Djordjevic

Frequency
Quarterly
Online ISSN

Indexing and Abstracting