Mohammad Rizal Gaffar, Kurnia Fajar, Marceilla Suryana, Ilma Amilia Febrianty, Eko Susanto
{"title":"E-SERVICE QUALITY AND E-RECOVERY SERVICE: EFFECTS ON PERCEIVED VALUE AND LOYALTY INTENTION OF DANA APPLICATION USERS","authors":"Mohammad Rizal Gaffar, Kurnia Fajar, Marceilla Suryana, Ilma Amilia Febrianty, Eko Susanto","doi":"10.38075/tp.v17i2.381","DOIUrl":null,"url":null,"abstract":"DANA is one of the electronic-based financial applications that supports non-cash transactions. It has the second-largest total users in Indonesia. However, users have complained about this application's quality of service and recovery. This research aims to determine the mediating effect of perceived value on e-service quality and e-recovery service towards loyalty intention. This research uses a quantitative method with a purposive sampling technique. The sample in this research is 164 respondents. PLS-SEM is used to analyze the model. The results of this research indicate that e-service quality has a direct and significant effect on perceived value. E-recovery service does not have a direct positive and significant effect on perceived value. Furthermore, there is no mediating effect of perceived value on e-service quality and e-recovery service towards loyalty intention. Keywords: e-service quality; e-recovery service; loyalty intention; perceived value","PeriodicalId":344877,"journal":{"name":"Tatar Pasundan: Jurnal Diklat Keagamaan","volume":"102 1","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2023-10-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Tatar Pasundan: Jurnal Diklat Keagamaan","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.38075/tp.v17i2.381","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
DANA is one of the electronic-based financial applications that supports non-cash transactions. It has the second-largest total users in Indonesia. However, users have complained about this application's quality of service and recovery. This research aims to determine the mediating effect of perceived value on e-service quality and e-recovery service towards loyalty intention. This research uses a quantitative method with a purposive sampling technique. The sample in this research is 164 respondents. PLS-SEM is used to analyze the model. The results of this research indicate that e-service quality has a direct and significant effect on perceived value. E-recovery service does not have a direct positive and significant effect on perceived value. Furthermore, there is no mediating effect of perceived value on e-service quality and e-recovery service towards loyalty intention. Keywords: e-service quality; e-recovery service; loyalty intention; perceived value