Mohammad Rizal Gaffar, Kurnia Fajar, Marceilla Suryana, Ilma Amilia Febrianty, Eko Susanto
{"title":"电子服务质量和电子恢复服务：对 Dana 应用程序用户感知价值和忠诚意向的影响","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":"{\"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}","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
摘要
DANA 是支持非现金交易的电子金融应用程序之一。其用户总数在印度尼西亚位居第二。然而，用户对该应用程序的服务质量和恢复服务提出了抱怨。本研究旨在确定感知价值对电子服务质量和电子回收服务对忠诚意向的中介效应。本研究采用定量方法和目的性抽样技术。研究样本为 164 名受访者。使用 PLS-SEM 对模型进行分析。研究结果表明，电子服务质量对感知价值有直接且显著的影响。电子回收服务对感知价值没有直接的正向显著影响。此外，感知价值对电子服务质量和电子恢复服务对忠诚意向没有中介效应。关键词：电子服务质量；电子恢复服务；忠诚意向；感知价值
E-SERVICE QUALITY AND E-RECOVERY SERVICE: EFFECTS ON PERCEIVED VALUE AND LOYALTY INTENTION OF DANA APPLICATION USERS
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
求助内容：
应助结果提醒方式：
京公网安备 11010802042870号
