Pengaruh E-service Quality Dan Perceived Value Terhadap Kepuasaan Pelanggan Dan Loyalitas Pelanggan (Survei Pada Mahasiswa S1 Universitas Brawijaya Yang Melakukan Transaksi Pembelian Online Dengan Mobile Application Tokopedia)

Bimo Taufan Perwira • Edy Yulianto • Srikandi Kumadji
Journal article Jurnal Administrasi Bisnis S1 Universitas Brawijaya • September 2016

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(Bahasa Indonesia, 9 pages)


In the advancement of technology and informatics, business people begin to compete utilizing advances in technology and information in the community. So that businesses started to use e-commerce as a way to compete for advancement and maintain market share owned. E-commerce has now developed into m-commerce which allows people to conduct transactions or activities of marketing via mobile devices. Business people started to use m-commerce as a way to improve e-service quality possessed to customers to ensure the market share gained, because e-service quality that professionals will create value and satisfaction for its users that will lead to loyalty for its users. This research was conducted on the basis of wanting to know if the service-based mobile devices can provide value and satisfaction for its users, so users will feel loyal to the services provided and cause users to perform repeated use due to something that is obtained from the use of service-based mobile devices. This study uses probability sampling for sampling with 115 respondents were active in making purchases online at Tokopedia Mobile Application. Analyses were performed with path analysis. Population studies conducted on S1 collage students of Brawijaya University who make purchases online at Tokopedia mobile application.




Jurnal Administrasi Bisnis S1 Universitas Brawijaya

Jurnal Administrasi Bisnis S1 Universitas Brawijaya merupakan jurnal ilmiah yang memuat artikel b... see more