PENGARUH E-SERVICE QUALITY DAN E-SATISFACTION TERHADAP E-LOYALTY KONSUMEN AMIRA PARIS DI JAKARTA BARAT
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Abstract
Penelitian dilangsungkan dalam usaha untuk menganalisis faktor-faktor yang memengaruhi e-loyalty dari konsumen Amira Paris di Jakarta Barat. Faktor yang mempengaruhi loyalitas pelanggan terhadap sebuah merek sangatlah beragam. Penelitian ini berfokus meneliti e-loyalty konsumen Amira Paris di Jakarta Barat menggunakan dua variabel yaitu e-service quality dan e-satisfaction. Data yang menjadi sumber dalam penelitian ini dihimpun menggunakan survei yang disebarkan secara daring menggunakan media google form kepada konsumen Amira Paris. Penelitian ini berhasil menghimpun 186 orang responden. Adapun hasil penelitian ini menemukan bahwa seluruh faktor yang diteliti yaitu e-service quality dan e-satisfaction memiliki pengaruh yang signifikan terhadap e-loyalty konsumen Amira Paris di Jakarta Barat. Kesimpulan ini didasarkan oleh nilai signifikansi variabel e-service quality yaitu sebesar 0.000 dan variabel e-satisfaction adalah sebesar 0.003 lebih kecil dari taraf signifikansi 0,05 sehingga dapat dikatakan bahwa kedua variabel memiliki pengaruh yang signifikan terhadap e-loyalty konsumen Amira Paris di Jakarta Barat.
ABSTRACT
The research was conducted in an attempt to analyze the factors that influence the e-loyalty of Amira Paris consumers in West Jakarta. Factors that influence customer loyalty to a brand are very diverse. This research focuses on examining the e-loyalty of Amira Paris consumers in West Jakarta using two variables, namely e-service quality and e-satisfaction. The data source in this study was collected using a survey distributed online using google form media to Amira Paris consumers. This study managed to collect 186 respondents. The results of this study found that all the factors studied, namely e-service quality and e-satisfaction, have a significant influence on the e-loyalty of Amira Paris consumers in West Jakarta. This conclusion is based on the significance value of the e-service quality variable, which is 0.000 and the e-satisfaction variable is 0.003 less than the significance level of 0.05 so that it can be said that both variables have a significant influence on the e-loyalty of Amira Paris consumers in West Jakarta.
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