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Journal articles on the topic 'E-quality I'

Author: Grafiati

Published: 9 October 2021

Last updated: 18 July 2025

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1

Hidayah, Riski Taufik, and Eristy Minda Utami. "E-SERVICE QUALITY AND E–RECOVERY SERVICE QUALITY ON E–SATISFACTION LAZADA.COM." JRMSI - Jurnal Riset Manajemen Sains Indonesia 8, no. 2 (2017): 258. http://dx.doi.org/10.21009/jrmsi.008.2.05.

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The purpose of thus research is to find the impact of e-service quality and e – recovery service quality toward e-satisfaction of consumer at online marketplace Lazada. This research is triggered by the decreasing percentage of Top Brand Award on every category Lazada is in. Even though Lazada as an online service provider has done several effort to improve their service quality and respon to each complain in a well manner. The methods used in this research is descriptive and verificative. The population in this research are Lazada consumer whom conducted a complaint after they buy a product f

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Situmorang, Benson Marnata, Yolanda Masnita, and Kurniawati Kurniawati. "Customer Perceptions of E-Service Quality and E-Recovery On E-Commerce." Global Research Review in Business and Economics 9, no. 4 (2023): 46–60. http://dx.doi.org/10.56805/grrbe.23.9.4.20.

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3

Mena, Marta. "E-Learning Quality." Journal of Cases on Information Technology 9, no. 2 (2007): 1–11. http://dx.doi.org/10.4018/jcit.2007040101.

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Sarsa, Javier, and Rebeca Soler. "E-Learning Quality." International Journal of Information and Communication Technology Education 8, no. 2 (2012): 46–60. http://dx.doi.org/10.4018/jicte.2012040104.

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Although e-Learning activities have quickly increased, such a rise has not been parallel in e-Learning quality. While reinforcing some aspects can be very positive, certain deficiencies can lower the quality in e-Learning. Crucial factors such as the institutional policy, the quality of contents, the quality of processes, the results and possible improvements may remain hardly noticeable or may be pushed into the background. Sometimes the effort invested does not amount to any educational result. Perhaps in the future some kind of universally accepted rules to measure e-Learning quality may be

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Rice, Curt. "Scientific (E)quality." Interdisciplinary Science Reviews 36, no. 2 (2011): 114–24. http://dx.doi.org/10.1179/030801811x13013181961356.

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6

Dedhia, Navin S. "E-commerce quality." Total Quality Management 12, no. 3 (2001): 397–402. http://dx.doi.org/10.1080/09544120120034456.

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Wells, Richard. "E-Quality leadership." Total Quality Management 9, no. 4-5 (1998): 230–36. http://dx.doi.org/10.1080/0954412988974.

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8

Rossi, Rogério, and Pollyana Notargiacomo Mustaro. "Process Management for e-Learning Quality." International Journal of Information and Education Technology 4, no. 4 (2014): 302–7. http://dx.doi.org/10.7763/ijiet.2014.v4.418.

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9

Wael, Jabbar Abed Al-nidawi, kamil Jaafar al-wassiti Saba, Athab Maan Mahdi, and Othman Marini. "A Review In E-Government Service Quality Measurement." Indonesian Journal of Electrical Engineering and Computer Science 10, no. 3 (2018): 1257–65. https://doi.org/10.11591/ijeecs.v10.i3.pp1257-1265.

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Governments are responsible for providing services to the public easily, efficiently, therefore they introduced electronic government as a way to minimize costs, enhance services, save time and augment performance and efficacy in the public sector. E-service Quality is one of the critical issues in the failure or success of e-government projects. It promotes the efficiency and effectiveness of governments and the relationships with users and enhances their satisfactions. Measurement of e-service quality is a complex process because it depends on citizens" perception that is difficult to be rea

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Rizka Khairuna Tambusai, Suci. "PENGARUH E-SERVICE QUALITY DAN E-RECOVERY SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION DAN E-CUSTOMER LOYALTY." Profit 13, no. 02 (2019): 72–79. http://dx.doi.org/10.21776/ub.profit.2019.013.02.8.

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11

Hidayah, Riski Taufik, Muhammad Dzil Fadhli Tauwli, and Nugraha Saefudin. "The Effects of Mobile Service Quality and E-Recovery Service Quality on E-Satisfaction in Bukalapak Application Users." International Journal of Psychosocial Rehabilitation 24, no. 02 (2020): 3087–92. http://dx.doi.org/10.37200/ijpr/v24i2/pr200613.

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12

Çelik, Kamil. "The effect of e-service quality and after-sales e-service quality on e-satisfaction." Business & Management Studies: An International Journal 9, no. 3 (2021): 1137–55. http://dx.doi.org/10.15295/bmij.v9i3.1898.

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This study investigates the effects of e-service quality and after-sales e-service dimensions of e-commerce sites on customers' e-satisfaction. E-commerce site hepsiburada.com operating in Turkey, was selected as an example for their e-commerce website. The survey method collected the data, and 417 hepsiburada.com customers reached by random sampling method were included in the study. E-S-QUAL and E-RecS-QUAL scales were used to measure the concepts of e-service quality and after-sales e-service quality. The data were analyzed by confirmatory factor analysis and structural equation model. Acco

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13

El-Gamal, Sarah, Rasha Abd El Aziz, and Mohamed Farouk Abouelseoud. "E-Government Service Quality." International Journal of Electronic Government Research 18, no. 1 (2022): 1–21. http://dx.doi.org/10.4018/ijegr.288072.

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This study investigates the key e-government service quality dimensions affecting customer satisfaction in e-government services. The 'consistency' mediation role between customer satisfaction and e-service quality is explored besides the moderation role of 'awareness' between customer satisfaction and e-service quality. A quantitative approach is adopted, where a semi-structured web-based questionnaire is developed and sent to 800 users of e-government services. A total of 350 responses were considered valid records. Data collected is analyzed using the structural equation modeling, where SPS

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14

Madu, Christian N., and Assumpta A. Madu. "Dimensions of e‐quality." International Journal of Quality & Reliability Management 19, no. 3 (2002): 246–58. http://dx.doi.org/10.1108/02656710210415668.

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15

White, D. R., J. C. Buckland-Wright, R. V. Griffith, et al. "Appendix E: Quality Assurance." Reports of the International Commission on Radiation Units and Measurements os-25, no. 1 (1992): 165. http://dx.doi.org/10.1093/jicru_os25.1.165.

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White, D. R., J. C. Buckland-Wright, R. V. Griffith, et al. "Appendix E: Quality Assurance." Journal of the International Commission on Radiation Units and Measurements os25, no. 1 (1992): 165. http://dx.doi.org/10.1093/jicru/os25.1.165.

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17

Nindy, Resti Puranda, Ariyanti Maya, and Ghina Astri. "The Effect of E-Service Quality on E-Loyalty With E-Satisfaction as an Intervening for GoFood Application Users." ITALIENISCH 12, no. 1 (2022): 218–26. https://doi.org/10.5281/zenodo.6699115.

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The progress of technology and the circumstances surrounding the pandemic that requires restrictions on activities outside the home are used by the community to buy necessities through various ways, one of which is by using an online food delivery application. Application service quality is a factor that customers consider in using an online food ordering application. By focusing on the quality of application services, you can ensure user pleasure and develop a sense of loyalty among users. As an intermediary variable, this study aims to gather information on how quality attributes of e-servic

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18

Kirana, Damayanti, and Indrawati. "The Effect of E-Service Quality on E-Word of Mouth in E- Commerce Website Users with E-Satisfaction as Intervening Variable." International Journal of Social Science and Human Research 07, no. 05 (2024): 3402–9. https://doi.org/10.5281/zenodo.11420601.

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The use of the internet has become a necessity in modern life, especially since the digital era. Additionally, ecommerce is still growing because more people are using the internet. In Indonesia, Tokopedia is one of the most popular ecommerce websites that people use and offers various kinds of products and services. Tokopedia is still confronted with several challenges that lead to customer dissatisfaction, which is communicated through e-WOM, despite efforts being made to deliver high-quality service that produces the best possible shopping experience. Therefore, to minimize this, Tokopedia

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Rifka, Zahra, Wijayanto Andi, and Listyorini Sari. "The effect of web quality on E-Loyalty through E-Trust and E-Satisfaction on the shopee marketplace." World Journal of Advanced Research and Reviews 23, no. 2 (2024): 1838–50. https://doi.org/10.5281/zenodo.14865424.

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This study aims to prove and analyze web quality on e-loyalty through e-trust and e-satisfaction on the shopee marketplace. The number of samples was 97 Shopee customers using a purposive sampling approach. Data collection techniques are questionnaires with a Likert scale of 1-5 points. Data analysis using Smart PLS. The conclusion of this study is that website quality has a positive and significant effect on e-loyalty, website quality has positive and significant effect on e-trust, the effect of website quality on e-satisfaction is positive and significant, the effect of e-trust on e-loyalty

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Gnaneswaran, V., P. S. Pujari, and R. R. Bishu. "Evaluating Website Quality Using E-Service Quality Dimensions." Proceedings of the Human Factors and Ergonomics Society Annual Meeting 52, no. 16 (2008): 1117–21. http://dx.doi.org/10.1177/154193120805201604.

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21

Marati, Malikhatul, Muhammad Ali Faisal, Ikhsan Dwi Anggoro, and Saiful Anwar. "E-Service Quality, E-Loyalty, and E-Satisfaction Muslim Travellers." Annual International Conference on Islamic Economics and Business (AICIEB) 1 (December 7, 2021): 219–26. http://dx.doi.org/10.18326/aicieb.v1i0.22.

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This study aims to determine the effect of e-service quality on e- loyalty with e-satisfaction as an intervening variable for muslim travellers. The population are Traveloka users in Java. Purposive random sampling are used. The sample was obtained from 170 respondents by online collecting data questionnaire. SPSS 21.0 program are used to data analyze. The analytical tool were Multiple Regression and Path Analysis. The results showed that: e-service quality aspects of reliability, tangible, and empathy had a positive and significant effect on e-satisfaction. E- satisfaction and E-Service have

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Lestari, Noor Septi, and Naili Farida. "PENGARUH E-WEBSITE QUALITY DAN E-SERVICE QUALITY TERHADAP E-REPURCHASE INTENTION MELALUI E-WORD OF MOUTH (E-WOM) SEBAGAI VARIABEL INTERVENING." Jurnal Ilmu Administrasi Bisnis 9, no. 2 (2020): 133–40. http://dx.doi.org/10.14710/jiab.2020.27232.

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This study aims to explain the effect of website quality and e-service quality on e-repurchase intention through e-word of mouth as an intervening variable. The sample in this study was 100 Muslim women who had bought Hijab Alila products at least 2 times online.The results of this study indicate that the variable website quality and e-service quality affect e-word of mouth. Variable e-website quality and e-service quality affect e-repurchase intention. The e-word of mouth variable influences e-repurchase intention. While e-website quality, e-service quality, and e-word of mouth variables simu

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23

Ma̳ Sabiote, Carmen, Dolores Ma̳ Frías, and J. Alberto Castañeda. "E‐service quality as antecedent to e‐satisfaction." Online Information Review 36, no. 2 (2012): 157–74. http://dx.doi.org/10.1108/14684521211229011.

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24

Andika, Cahyo Widakdo, and Priyono Edi. "The Role of E-Service Quality and E-Trust on Repurchase Intention Mediated by E-Satisfaction in Tokopedia E-Commerce Users in Surakarta." Journal of Economics, Finance And Management Studies 08, no. 05 (2025): 3182–88. https://doi.org/10.5281/zenodo.15552503.

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This study aims to investigate the connection between Surakarta's Tokopedia e-commerce customers' e-satisfaction and e-service quality. With the goal of learning how Surakarta Tokopedia's e-service quality affects customers' propensity to make repeat purchases. In order to discuss how e-trust and e-satisfaction impact Tokopedia online buyers situated in Surakarta. To examine how Tokopedia e-commerce consumers in Surakarta are affected by e-trust on their intention to repurchase. To investigate how e-satisfaction influences Surakarta Tokopedia e-commerce customers' propensity to purchase more.

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25

Bauer, Pavol, and Istvan Nagy. "E-Learning for Power Quality." IEEJ Transactions on Industry Applications 126, no. 5 (2006): 547–52. http://dx.doi.org/10.1541/ieejias.126.547.

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26

Elzeblawy Hassan, Hanan. "Assuring Quality in E-learning." American Research Journal of Computer Science and Information Technology 4, no. 1 (2020): 1–3. http://dx.doi.org/10.21694/2572-2921.20002.

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27

Eskandarian, Mahnaz, Govindan Marthandan, C. A. Malarvizhi, and Sanaz Zolfaghar Tehrani. "Quality In E-Procurement Success." International Journal of Management & Information Systems (IJMIS) 20, no. 3 (2016): 73–86. http://dx.doi.org/10.19030/ijmis.v20i3.9742.

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Nowadays, the quality of virtual service is diminishing, in which different aspects of E-business industry is signifying, especially in the business to business (B2B). E-procurement is part of the e-business, therefore, quality factors of E-procurement originates from e-business. Much research has focused on the critical success factors of E-procurement, however, when it comes to implementation, many E-procurements fail, which can be very costly. This article attempts to increase the success rate of E-procurement, and ensures that the success of E-procurement is more sustainable. This research

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28

Akıl, Siber, and Mustafa Cahit Ungan. "E-Commerce Logistics Service Quality." Journal of Electronic Commerce in Organizations 20, no. 1 (2022): 1–19. http://dx.doi.org/10.4018/jeco.292473.

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With the recent developments in technology, globalization, and COVID 19 pandemic, the volume of e-commerce logistics activity has been growing rapidly. However, a literature review for this study indicated that there is a lack of research on commerce logistics service quality. This study intends to fill this gap in the literature. It aims to identify the e-commerce logistics service quality factors that affect customer satisfaction. It is also interested in identifying if there is any relationship between the satisfaction of e-commerce customers and their loyalty. Data from 1562 e-commerce cus

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29

Booth, Andrew. "In Pursuit of e-Quality." Journal of Electronic Resources in Medical Libraries 1, no. 3 (2004): 25–42. http://dx.doi.org/10.1300/j383v01n03_03.

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30

Mayes, J. Terry. "Quality in an e-University." Assessment & Evaluation in Higher Education 26, no. 5 (2001): 465–73. http://dx.doi.org/10.1080/02602930120082032.

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Ferrer-Roca, O., F. Marcano, and A. Diaz-Cardama. "Quality labels for e-health." IET Communications 2, no. 2 (2008): 202. http://dx.doi.org/10.1049/iet-com:20060596.

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Morrissey, Patrick A., Denis J. Buckley, P. J. A. Sheehy, and F. J. Monahan. "Vitamin E and meat quality." Proceedings of the Nutrition Society 53, no. 2 (1994): 289–95. http://dx.doi.org/10.1079/pns19940034.

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33

Walasek, Tomasz A., Zygmunt Kucharczyk, Dorota Morawska Walasek, and Krzysztof Szewczyk. "Quality management in e-courses." International Journal of Continuing Engineering Education and Life-Long Learning 24, no. 1 (2014): 6. http://dx.doi.org/10.1504/ijceell.2014.059331.

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Baker, Wade. "Cybertrust: Feel the e-quality." Infosecurity Today 3, no. 2 (2006): 22–23. http://dx.doi.org/10.1016/s1742-6847(06)70383-4.

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Hughes, Geoffrey. "A&E quality indicators." Emergency Medicine Journal 29, no. 2 (2011): 90. http://dx.doi.org/10.1136/emermed-2011-200876.

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36

Cristobal, Eduard, Carlos Flavián, and Miguel Guinalíu. "Perceived e‐service quality (PeSQ)." Managing Service Quality: An International Journal 17, no. 3 (2007): 317–40. http://dx.doi.org/10.1108/09604520710744326.

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37

Ossiannilsson, E. S. I. "Quality enhancement on e‐learning." Campus-Wide Information Systems 29, no. 4 (2012): 312–23. http://dx.doi.org/10.1108/10650741211253903.

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38

Pham, Long, Stan Williamson, and Ronald Berry. "Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty." International Journal of Enterprise Information Systems 14, no. 3 (2018): 19–40. http://dx.doi.org/10.4018/ijeis.2018070102.

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With the growing ubiquity of the Internet and the continued evolution of the Internet of Things, universities are focusing more on web-based strategies to deliver higher education (i.e., e-learning). In spite of this, few studies on e-learning service quality have been conducted to examine the effectiveness of these efforts. This study seeks to identify primary e-learning service quality dimensions and to examine the relationships among e-learning service quality dimensions, overall e-learning service quality, e-learning satisfaction and e-learning loyalty as perceived by e-students in the col

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39

Muhammad Farrukh, Adnan Akhter, Mutahher Ahmed, and Ahmad Abdul Rahman. "Unravelling E-Service Quality in E-Banking: Pathways to E-Satisfaction and E-Loyalty." Journal for Social Science Archives 3, no. 2 (2025): 222–39. https://doi.org/10.59075/jssa.v3i2.231.

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This research aims to investigate the quality of electronic banking (e-banking) services and their impact on electronic satisfaction (e-satisfaction) and electronic loyalty (e-loyalty). A complete examination of the literature on service quality, e-banking, and customer satisfaction was conducted to develop a conceptual framework for the study. The study employed a survey method to collect data from 400 e-banking customers, and structural equation modeling was employed to analyze the data. The results disclose that e-service quality positively influences e-satisfaction and e-loyalty. Moreover,

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40

Jogja, Mualim, and Retno Widowati. "Pengaruh Persepsi Website Design Quality dan E-Service Quality terhadap E-Trust ‎ dan Repurchase Intention di Shopee." Journal of Ecotourism and Rural Planning 1, no. 1 (2023): 1–13. http://dx.doi.org/10.47134/jerp.v1i1.112.

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Penelitian ini bertujuan untuk menguji serta menganalisis Pengaruh Persepsi Website Design Quality‎ ‎ dan E-Service Quality terhadap ‎E-‎Trust ‎ dan Repurchase Intention di Shopee. Jumlah sampel yang telah memenuhi kriteria dalam penelitian ini adalah 200 sampel menggunakan teknik pengambilan sampel nonprobabiliy dengan metode purposive sampling. Teknik pengumpulan data dalam penelitian ini menggunakan kuesioner elektronik dan disebarkan menggunakan Google Form. Penelitian ini menggunakan pendekatan kuantitatif dengan analisis Structural Equation Model (SEM). Alat statistik yang digunakan adal

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41

Florence, Jessica, and Ariesya Aprillia. "E-Satisfaction as a Mediator Between E-Service Quality, E-Trust, and E-Loyalty." APTISI Transactions on Management (ATM) 9, no. 2 (2025): 115–28. https://doi.org/10.33050/atm.v9i2.2434.

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The rapid growth of online commerce has dramatically altered consumer be- havior, highlighting the crucial role of high-quality digital services and customer trust in establishing lasting customer loyalty. Nevertheless, the mediating effect of e-satisfaction on the relationship between e-service quality, e-trust, and e- loyalty still requires deeper exploration. The current research aims to analyze the mediating role of e-satisfaction in the relationship between e-service quality and e-trust toward e-loyalty among consumers engaging in online shopping activities in the Greater Bandung region.

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42

Khan, Mukaram Ali, Syed Sohaib Zubair, and Maria Malik. "An assessment of e-service quality, e-satisfaction and e-loyalty." South Asian Journal of Business Studies 8, no. 3 (2019): 283–302. http://dx.doi.org/10.1108/sajbs-01-2019-0016.

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Purpose The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied. Design/methodology/approach Following a quantitative research methodology, data were collected from 298 respondents using convenience sampling and survey research design was followed. In order to develop the model and test the hypotheses, structure equation modeling (SEM) was done through AMOS. Findings Findings indicate that all of the

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43

Susanta and Santosa Utomo Humam. "Effect of e-Service Quality on e-Trust and e-Satisfaction: A Study on Online Learning during the Covid-19 Pandemic." Journal of Economics, Finance And Management Studies 5, no. 01 (2022): 09–14. https://doi.org/10.47191/jefms/v5-i1-02.

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Online learning was applied during the COVID-19 pandemic in almost all universities in Indonesia. Online learning needs to be evaluated for its effectiveness, especially regarding the responses from students. This study examines the effect of e-Service Quality on e-Trust and e-Satisfaction during the covid-19 pandemic. The study was conducted on 1,212 students who have participated in online learning by distributing online questionnaires. The analytical tools used are SPSS and WarpPLS. The results of this study indicate that e-service quality has a significant positive effect on e-trust, e-ser

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44

Victor Chen, Jengchung, Yawen Chen, and Erik Paolo S. Capistrano. "Process quality and collaboration quality on B2B e‐commerce." Industrial Management & Data Systems 113, no. 6 (2013): 908–26. http://dx.doi.org/10.1108/imds-10-2012-0368.

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45

Rufina Pramuditha, Syarifah Hudayah, and Herning Indriastuti. "Pengaruh Service Quality, E-Trust Terhadap E-Satisfaction Dan E-Loyalty Konsumen." SKETSA BISNIS 8, no. 2 (2021): 123–34. http://dx.doi.org/10.35891/jsb.v8i2.2632.

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Abstract The aim of this paper is to find out the effect of service quality on e-trust, service quality on e-loyalty, e-trust on e-satisfaction, and e-trust on e-loyalty. This research is an explanatory research. The sample includes 100 Consuments of Shopee Marketplace in East Kalimanta. The sample is gathered by using purposive sampling technique. This study was a quantitative approach and data were analyzed using PLS (Partial Least Square). The unit of level analysis is consument of Shopee in 10 regional or city in East Kalimantan. The results showed a significant effect of service qua

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46

Asakristiani, Virginia Aprilia, and Muhammad Rachman Mulyandi. "Pengaruh E-Service Quality Terhadap E- Satisfaction Aplikasi Jenius." Jurnal Sosial Sains 1, no. 5 (2021): 418–23. http://dx.doi.org/10.36418/sosains.v1i5.104.

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Perkembangan teknologi informasi yang semakin canggih mendorong perubahan cara bertransaksi masyarakat menjadi serba Digital. Sektor perbankan memanfaatkan perkembangan teknologi tersebut untuk menciptakan sebuah aplikasi perbankan yaitu mobile-banking (m-banking). Dengan adanya mobile banking masyarakat dapat melakukan transaksi dimanapun hanya dengan jaringan internet. PT Bank BTPN Tbk. merupakan salah satu Bank yang menyediakan layanan mobile banking(m-banking) tersebut yang dinamakan Jenius. Tujuan penelitian ini yaitu untuk mengetahui hubungan antara E-Service Quality terhadap E-Satisfact

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47

Meddahi, Ahmed, and Hossam Afifi. "“Packet-E-Model”: E-Model for VoIP quality evaluation." Computer Networks 50, no. 15 (2006): 2659–75. http://dx.doi.org/10.1016/j.comnet.2005.10.008.

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48

Asakristiani, Virginia Aprilia, and Muhammad Rachman Mulyandi. "Pengaruh E-Service Quality Terhadap E- Satisfaction Aplikasi Jenius." Jurnal Sosial Sains 1, no. 5 (2021): 418–23. http://dx.doi.org/10.59188/jurnalsosains.v1i5.104.

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Perkembangan teknologi informasi yang semakin canggih mendorong perubahan cara bertransaksi masyarakat menjadi serba Digital. Sektor perbankan memanfaatkan perkembangan teknologi tersebut untuk menciptakan sebuah aplikasi perbankan yaitu mobile-banking (m-banking). Dengan adanya mobile banking masyarakat dapat melakukan transaksi dimanapun hanya dengan jaringan internet. PT Bank BTPN Tbk. merupakan salah satu Bank yang menyediakan layanan mobile banking(m-banking) tersebut yang dinamakan Jenius. Tujuan penelitian ini yaitu untuk mengetahui hubungan antara E-Service Quality terhadap E-Satisfact

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49

Wicaksono, M. Yugi, and Sri Palupi Prabandari. "Pengaruh E-Service Quality Terhadap E–Trust Melalui E-Satisfaction Sebagai Mediasi." Jurnal Manajemen Pemasaran dan Perilaku Konsumen 2, no. 1 (2023): 237–50. http://dx.doi.org/10.21776/jmppk.2023.02.1.24.

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This research was conducted to identify and analyze the direct effect of e- service quality on e-trust and its indirect effect through the mediation of e- satisfaction in the context of users of Traveloka application in Bandar Lampung. This explanatory study corroborates the causal relationship between the variables. Using purposive sampling technique, 160 people with the minimum age of seventeen years who have made any traveling and lodging booking via Traveloka more than once during the last one year were selected as the respondents. The data analysis was performed using Structural Equation

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Zenda Eka Brilian, Ratih Tresnati, Nina Maharani, and Nina Maharani. "Pengaruh E-Service Quality dan E–Recovery Service Quality Terhadap E-Loyalty Pada Pelanggan PT. X Fitur PT. X." Jurnal Riset Manajemen dan Bisnis 1, no. 2 (2022): 90–94. http://dx.doi.org/10.29313/jrmb.v1i2.384.

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Abstract. This study aims to determine how much influence E-Service Quality and E-Recovery Service Quality have on E-Loyalty on PT. X customers with PT. X features. This researcher uses a survey method. With the sampling method, namely the purposive sampling technique aimed at PT. X Features PT. X customers in Bandung City by distributing questionnaires to 100 respondents. The results of this study partially and simultaneously found that E-Service Quality and E-Recovery Service Quality have a significant positive effect on E-Loyalty on PT. X customers with PT. X features. E-Recovery Serv

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