ANALISIS PENGARUH KUALITAS MANAJEMEN PENANGANAN KELUHAN PELANGGAN DAN E-SERVICE QUALITY TERHADAP LOYALITAS DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING

Studi pada Pengguna E-commerce C2C Bukalapak

Abstract

This paper develops a research model to examine the relationship
among e-service quality, quality customer problem management, customer
satisfaction and customer loyalty. Data from a survey of Bukalapak
customers were used to test the research model. Confirmatory factor
analysis was conducted to examine the reliability and validity of the
measurement model, and the structural equation modelling technique was
used to test the research model. The analytical results showed that the
dimensions of e-service quality, quality customer problem management,
affect overall customer satisfaction and customer loyalty. Moreover, the
latter in turn are significantly related to customer customer loyalty.