| dc.contributor |
Fakultas Ilmu Komunikasi |
|
| dc.creator |
Octavira, Elma |
|
| dc.creator |
Rosyad, Udung Noor |
|
| dc.date |
2018-08-09 |
|
| dc.date.accessioned |
2019-09-12T05:43:00Z |
|
| dc.date.available |
2019-09-12T05:43:00Z |
|
| dc.identifier |
http://karyailmiah.unisba.ac.id/index.php/mankom/article/view/12404 |
|
| dc.identifier.uri |
http://hdl.handle.net/123456789/24201 |
|
| dc.description |
Abstract. Technological developments where a technology that allows us to perform daily activities. Especially in big cities and one of them is in the city of Bandung. because in the city of Bandung has started full of private vehicles. So much needed online services that can be accessed using a smartphone that is Go-Jek application. Go Jek itself is a transportation company in its service using a motor fleet in the country of Indonesi a commonly called the "ojek". The rapid development of e-commerce in Indonesia increasingly spur competition between business players in cyberspace. Therefore, providing the best service is an online business website effort in creating customer customer loyalty. E-SERVQUAL has become one of the most widely used scales for measuring the quality of electronic services. This study aims to determine the relationship between e-service quality with customer loyalty Go-Food. This research uses 4 dependent variable that is Reliability, Efficiency, Responsivenee and Fulfillment and Privacy with one independent variable that is customer loyalty. Based on the data analysis, the results showed that the indicators in this study are valid and reliable. In hypothesis test reliability, efficiency, responsiveness and fulfillment and privacy have positive and significant impact to customer loyalty. From the results of this study found that e-service quality is associated with customer loyalty.Keywords: E-Service Quality, Loyalty, Customer, Correlational Methodology Abstrak. Perkembangan teknologi dimana sebuah teknologi yang memudahkan kita dalam melakukan kegiatan sehari-hari. Terutama di kota besar dan salah satunya adalah di kota Bandung. karena di kota Bandung sudah mulai penuh dengan kendaraan pribadi. Maka sangat dibutuhkan layanan jasa online yang dapat diakses menggunakan smartphone yakni aplikasi Go-Jek. Go Jek sendiri merupakan perusahaan transportasi yang dalam pelayanannya menggunakan armada motor yang dinegara Indonesia biasa disebut dengan “ojek”. Pesatnya perkembangan e-commerce di Indonesia semakin memacu persaingan antara para pelaku bisnis di dunia maya. Oleh karena itu, memberikan pelayanan terbaik merupakan suatu upaya situs bisnis online dalam menciptakan loyalitas pelanggan pelanggan. E-SERVQUAL telah menjadi salah satu skala yang paling banyak digunakan untuk mengukur kualitas layanan elektronik. Penelitian ini bertujuan untuk mengetahui hubungan antara e-service quality dengan loyalitas pelanggan Go-Food. Penelitian ini menggunakan 4 variabel dependen yaitu Reliability, Efficiency, Responsivenee and Fulfillment dan Privacy denga satu variabel independent yaitu loyalitas pelanggan. Berdasarkan analisis data, hasil penelitian menunjukkan bahwa indikator-indikator pada pada penelitian ini bersifat valid dan reliabel. Pada uji hipotesis reliability, efficiency, responsiveness and fulfillment dan privacy berpengaruh positif dan signifikan terhadap loyalitas pelanggan. Dari hasil penelitian ini ditemukan bahwa e-service quality berhubungan dengan loyalitas pelanggan.Kata kunci : E-Service Quality, Loyalitas, Pelanggan, Metodelogi Korelasional |
|
| dc.format |
application/pdf |
|
| dc.language |
eng |
|
| dc.publisher |
Prosiding Manajemen Komunikasi |
|
| dc.publisher |
Prosiding Manajemen Komunikasi |
|
| dc.relation |
http://karyailmiah.unisba.ac.id/index.php/mankom/article/view/12404/pdf |
|
| dc.rights |
Copyright (c) 2018 Prosiding Manajemen Komunikasi |
|
| dc.source |
Prosiding Manajemen Komunikasi; Vol 4, No 2, Prosiding Manajemen Komunikasi (Agustus, 2018); 593-599 |
|
| dc.source |
Prosiding Manajemen Komunikasi; Vol 4, No 2, Prosiding Manajemen Komunikasi (Agustus, 2018); 593-599 |
|
| dc.source |
2460-6537 |
|
| dc.subject |
Manajemen Komunikasi |
|
| dc.subject |
E-Service Quality, Loyalitas, Pelanggan, Metodelogi Korelasional |
|
| dc.title |
Hubungan antara E-Service Quality dengan Loyalitas Pelanggan Go-Food |
|
| dc.type |
info:eu-repo/semantics/article |
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| dc.type |
info:eu-repo/semantics/publishedVersion |
|
| dc.type |
Peer-reviewed Article |
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| dc.type |
Kuantitatif |
|