THE EFFECTS OF MOBILE SERVICE QUALITY AND E-RECOVERY SERVICE QUALITY ON E-SATISFACTION IN BUKALAPAK APPLICATION USERS

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dc.contributor.authorHidayah, Riski Taufik
dc.contributor.authorTauwli, Muhammad Dzil Fadhli
dc.contributor.authorSaefudin, Nugraha
dc.date.accessioned2021-02-11T04:49:34Z
dc.date.available2021-02-11T04:49:34Z
dc.date.issued2020
dc.description.abstractThe purpose of this study was to find out how much influence the quality of mobile-based services and the recovery of electronic services to the satisfaction of users of the Bukalapak trading application. The research uses descriptive methods and the method of verification with the population are 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 e recovery service quality contributed 43.03% to e-satisfaction. Some aspects that can be of concern are 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.en_US
dc.identifier.issn1475-7192
dc.identifier.urihttp://repository.widyatama.ac.id/xmlui/handle/123456789/12366
dc.language.isoenen_US
dc.publisherInternational Journal of Psychosocial Rehabilitation, Vol.24, Issue 02en_US
dc.subjectMobile Service Qualityen_US
dc.subjectE-Recovery Serviceen_US
dc.subjectSatisfactionen_US
dc.subjectBukalapaken_US
dc.titleTHE EFFECTS OF MOBILE SERVICE QUALITY AND E-RECOVERY SERVICE QUALITY ON E-SATISFACTION IN BUKALAPAK APPLICATION USERSen_US
dc.typeArticleen_US
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