The Influence of E-Recovery Service Quality and E-Service Quality on Loyalty through Tokopedia Customer Satisfaction

Ike Puspitayanti; Sunarno; Mochamad Edris

doi:10.55927/jfbd.v2i3.5958

Authors

Ike Puspitayanti Universitas Muria Kudus
Sunarno Universitas Muria Kudus
Mochamad Edris Universitas Muria Kudus

DOI:

https://doi.org/10.55927/jfbd.v2i3.5958

Keywords:

E-Recovery Service Quality, E-Service Quality, Customer Satisfaction, Customer Loyalty

Abstract

Based on the results of the analysis and discussion, the conclusions in this research are as follows: (1) E-Recovery Service Quality has a positive and significant effect on customer satisfaction at the Tokopedia Marketplace; (2) E-Service Quality has a positive and significant effect on customer satisfaction at the Tokopedia Marketplace (3) E-Recovery Service Quality has a positive and significant effect on customer loyalty at the Tokopedia Marketplace; (4) E-Service Quality has a positive and significant effect on customer loyalty to the Tokopedia Marketplace: (5) Customer satisfaction has a positive and significant effect on customer loyalty to the Tokopedia Marketplace.

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