Analisis Pengaruh E-Service Quality dan Customer Satisfaction Terhadap Customer Loyalty dengan Customer Perceived Value Sebagai Variabel Moderating

Magdalena, Magdalena (2011) Analisis Pengaruh E-Service Quality dan Customer Satisfaction Terhadap Customer Loyalty dengan Customer Perceived Value Sebagai Variabel Moderating. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Competition in the business world is more and more stringent in this era of globalization which encourages companies must create an appropriate strategies to be able to compete with the other competitors, as well as service companies. E-service quality that has the dimensions on web design, reliability, security/privacy and customer service could create customer satisfaction. With the effect of increasing customer satisfaction could also increasing customer loyalty, so that will be a positive impact on repurchase intention and word of mouth. The sampling method is purposive sampling with spa companies in Batam as the population in this research. The Sample that use in this research are people who ever do spa treatments in Batam. The research was tested by giving out questionnaires to 220 respondents who are users of services spa in Batam, namely Bali Tropical Spa, Isabella Massage House, Miracle Aesthetic Clinic, Prestige Aesthetic Clinic, Kampoeng Totok & Spa, Win's Spa & Hair Dressing, Eska Wellness Spa, Massage & Salon and Spa Villa. This research uses simple regression analysis and multiple regression methods with SPSS software version 17 This study shows that the dimension of e-service quality has a significant influence on customer satisfaction. Customer satisfaction has a significant influence on customer loyalty which will increase on repurchase and word of mouth. Customer perceived value as a moderating variable has no effect on customer satisfaction and customer loyalty. Keywords: E-service quality, Customer satisfaction, Customer loyalty, Customer perceived value.

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