The Effects of Mobile Service Quality and ERecovery Service Quality on E-Satisfaction in Bukalapak Application Users

Authors

  • Riski Taufik Hidayah Faculty of Business and Management, Widyatama University Author
  • Muhammad Dzil Fadhli Tauwli Faculty of Business and Management, Widyatama University Author
  • Nugraha Saefudin Faculty of Business and Management, Widyatama University Author

DOI:

https://doi.org/10.61841/cfvrmx22

Keywords:

Mobile service quality, E-Recovery service, Satisfaction, Bukalapak

Abstract

The purpose of this study was to find out how much influence the quality of mobile-based services and the recovery of electronic services have on the satisfaction of users of the Bukalapak trading application. The research uses descriptive methods and the method of verification with the population of consumers who have shopped with the Bukalapak buy and sell application, represented by 200 respondents. The analytical method used is Rank Spearman correlation, coefficient of determination, and t test with a significance level of 5% with the use of IBM Statistics 24 SPSS software. The results showed that mobile service quality contributed to the effect of e-satisfaction by 60.84% and recovery service quality contributed 43.03% to e-satisfaction. Some aspects that can be of concern are that companies need to review and pay attention to speed in responding to complaints from consumers and allowance to users of the Bukalapak application as a sign of apology for the inconvenience of malfunctions of the application. 

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References

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Published

30.04.2020

Issue

Vol. 24 No. 2 (2020): 24 (2) 2020

Section

Articles

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How to Cite

Taufik Hidayah, R., Dzil Fadhli Tauwli, M., & Saefudin, N. (2020). The Effects of Mobile Service Quality and ERecovery Service Quality on E-Satisfaction in Bukalapak Application Users. International Journal of Psychosocial Rehabilitation, 24(2), 3087-3092. https://doi.org/10.61841/cfvrmx22