The Influence of Electronic Service Quality and Trust in Increasing Loyalty Through User Satisfaction
Case Study of the Ministry of Manpower's SIAPkerja Application
Main Article Content
Faizul Iqbal
This study aims to (1) examine the direct effect of service quality and user trust on SIAPkerja employment service user satisfaction; (2). examine the direct effect of service quality and user trust on SIAPkerja employment service user loyalty; (3). examine the direct effect of user satisfaction on SIAPkerja employment service user loyalty; and (4). Testing the indirect effect of service quality and user trust on the loyalty of SIAPkerja employment service users through user satisfaction. This study involved 150 users of the Ministry of Manpower's SIAPkerja employment service. Data was obtained through the distribution of questionnaires. Hypothesis testing using Structural Equation Model - Partial Least Square (SEM-PLS) using SmartPLS 3. The results showed that service quality and user trust directly have a positive and significant effect on SIAPkerja employment service user satisfaction; service quality directly has a positive and significant effect on user loyalty. User trust directly has a positive but insignificant effect on user loyalty. User satisfaction directly has a positive and significant effect on user loyalty. Service quality and user trust indirectly have a positive and significant influence on the loyalty of SIAPkerja employment service users through user satisfaction. In other words, user satisfaction mediates the effect of service quality and user trust on the loyalty of SIAPkerja employment service users.
Andayani , M., Rusilawati , T., Hestin , H., & Saparudin , S. (2023). Improving Loyalty Customer Through Quality Service and Trust Customers at PT. Mastratech Indonesia Lahat Branch . Wahana Media Journal Economics , 19(4), 644–656. https://doi.org/10.31851/jmwe.v19i4.11029
Ardiani , S., Sarikadarwati , Yulsiati , H., & Sandrayati . (2020). The Effect of Hospital Image and Service Quality on Customer Loyalty Through Customer Satisfaction. 3(1), 95–103. https://doi.org/10.2991/assehr.k.200407.015
Dhiyaudini , H., & Nirmalasari , L. (2021). Experience Users Application Gojek On Quality Service and Satisfaction Consumers ( Study Literature To customer Gojek in Indonesia). Proceedings of FRIMA ( Research Festival Scientific Management and Accounting ), 6681(4), 394–399. https://doi.org/10.55916/frima.v0i4.395
Fadriansyah , MS, Hans, JZA, & Ayuningtyas , EA (2022). Perception Quality Service To Satisfaction and Trust and Their Impact on Loyalty Customer . Journal Development Entrepreneurship , 24(1), 65. https://doi.org/10.33370/jpw.v24i1.758
Fauziah , Isty , and Manik Beautiful Titisari . " Optimization Productivity Company Work Based on Balanced Scorecard (BSC) in Service Offices Assessor Public (KJPP) X Surabaya." Industrial Engineering 22, no. 01 (2019).
Ghozali , I. (2018). Application Multivariate Analysis with SPSS Program. Semarang: University Diponegoro .
Ghozali , I. (2018). Application Multivariate Analysis with SPSS Program. Semarang: University Diponegoro .
Pudjarti , Sri, Nurchayati Nurchayati , and HR Dwi Putranti . " Strengthening "Satisfaction Model of E-Service Quality and E-Loyalty Relationships on Go- Jek and Grab Consumers ." Sociohumaniora 21.3 (2019): 237-46.
Gunawan, I., & Hutabarat , MLP (2022). The Influence Quality Services and Utilization Technology To Satisfaction and Loyalty Users Indihome in Indonesia [The Effect of Service Quality and Technology Utilization on Customer Satisfaction and Customer Loyalty of Indihome in Indonesia]. Indonesian Marketing Journal, 2(1), 199. https://doi.org/10.19166/imj.v2i1.5871
Hadi, A., Asrori , & Rusman . (2021). Research Qualitative:Study Phenomenology , Case Study, Grounded Theory, Ethnography , Biography . Purwokerto : CV. Pena Persada .
Hair Jr, JF, Black, WC, Babin, BJ, & Anderson, RE (2014). Multivariate Data Analysis (Seventh Ed). Pearson Education Limited. https://doi.org/10.1002/9781118895238.ch8
Hair Jr, J., Hult, GTTM, Ringle, C.M., Sarstedt, M., Hair, J.F.J., Hult, GTTM, Ringle, C.M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (Second). SAGE, Publications, Inc.
Hair, Joseph F., William C. Black, Barry J. Babin, and REA (2014). Multivariate Data Analysis. United Kingdom: Pearson Education Limited.
Hidayatuloh , S., & Budiman, A. (2022). Influence Quality Service To Satisfaction and Loyalty Mobile Application Users Online Pizza Delivery Order Using Value-based Adoption Model (VAM) Extended. Tekinfo , 23(2), 49–65.
Irwanda , AA, Heri, H., & Oemar , F. (2022). Effects Mediation Quality Services On Influence Quality System and Quality Information To Satisfaction Users System Information Academic of Lancang Kuning University. Journal Power Competence , 8(3), 472–483. https://doi.org/10.35446/dayasaing.v8i3.1141
Ismulyaty , S., Nurmaini , & Roni, M. (2022). The Influence Quality Service and Satisfaction Internet Banking Users Against Loyalty Customers of Bank Syariah Indonesia ( BSI) Kalirejo ). NISBAH: Journal Sharia Banking , 8(1), 66–75. https://doi.org/10.30997/jn.v8i1.6117
Joseph F. Hair, J. . GTMHCMRMS (2021). A primer on partial least squares structural equation modeling (PLS-SEM)-Third Edition.
Kotler, P., & Keller, K. L. (2016). Marketing Management. 15th Edition. Harlow : Pearson Education Limited
Kusdibyo , L., & Februadi , A. (2019). The Effect of Electronic Service Quality on Customers Satisfaction and Loyalty in Online Shopping. IOP Conference Series: Materials Science and Engineering, 662(2), 1–9. https://doi.org/10.1088/1757-899X/662/2/022036
Marwanah , S., & Shihab, MS (2022). The Influence quality service electronics and satisfaction to trust consumer as well as the impact to loyalty Consumers . Journal Scientific Accounting and Finance , 4(7), 2804–2822.
Melisa, C., & Minerva, P. (2020). Analysis about Factors That Influence Loyalty Customer Arsyla Salon & SPA in Bukittinggi City . Journal of Makeup and Beauty , 1-9.
Moh Sholeh , & Djazuly Chalidyanto . (2021). the effect of service quality on loyalty through patient satisfaction in outpatients of Hospital X, Malang. JMMR ( Journal Medicoethicolegal And Hospital Management ), 10, 148–157.
Muhyiddin. (2022). Interview Head center development policy Employment .
Mulyadi, AA, Wijoyo , SH, & Az-Zahra, HM (2022). Analysis Influence Quality Service To Satisfaction Customers and Loyalty Users Application Genius Using the ES-Qual and E-Recs- QUal Models ( Study Case : User Application Genius of Malang City). Journal Technology Information and Knowledge Computers , 9(6), 1145. https://doi.org/10.25126/jtiik.2022934937
Muthohar , M. (2023). The Influence Trust , Convenience Usage and Satisfaction Online Shopping vs. Interest Buy Return Consumers ( A Study on Shopee Users in Indonesia). Journal of Education, 05(04), 13634–13646.
Ni Putu Sri Supertini , Ni Luh Wayan Darling Telagawati , & Ni Nyoman Yulianthin . (2020). The Influence trust and satisfaction customer to loyalty Customers at Pusaka Kebaya in Singaraja . EJournal Management and Business Undiksha , 2(1).
Noni, AM, Azhar, A., & Putra, R. (2022). Influence Quality Service and Quality Product To Satisfaction Users Service Right Liability Electronic (HT-el). Journal of Education, Humanities and Social Sciences (JEHSS), 5(1), 360–370. https://doi.org/10.34007/jehss.v5i1.1161
Philip Kotler. (2005). Principles of Marketing Volume I. Publisher Erlangga .
Rafiah, KK (2019). Analysis Influence Satisfaction Customers and Trust Customer to Loyalty Customer in Shop through E-commerce in Indonesia. Al Tijarah , 5(1), 46-56.
Rahmawati, C., Fitriani, D., Haira , F., & Panorama, M. (2022). The Influence Quality Service and Performance Employee To Satisfaction , Trust , and Loyalty Customer ( Study The Case of Bank Muamalat Palembang Branch Office ). SIBATIK JOURNAL: Journal Scientific Field Social , Economic , Cultural , Technology , and Education, 1(7), 1073–1088. https://doi.org/10.54443/sibatik.v1i7.123
Ramli, NA, Remmang , H., & Ruslan, M. (2021). Influence Quality Service To Loyalty Customers at Broadcasting Institutions Public Radio of the Republic of Indonesia Makassar. Indonesian Journal of Business and Management, 2(2), 47–55. https://doi.org/10.35965/jbm.v2i2.564
Rulian , EP, & Kurniawati . (2023) . Factors Affecting Satisfaction and Trust to Loyalty Customer Mobile Banking Customers in Indonesia: A Study about Perspective Young People as User . Al Qalam: Journal Scientific Religion and Society , 17(2), 1263-1284. doi:10.35931/ aq.v 17i2.2009
Rulian , EP, & Kurniawati . (2023). Factors that Influence Satisfaction and Trust to Loyalty Customer Mobile Banking Customers in Indonesia: A Study about Perspective Young People As User . Al Qalam: Journal Scientific Religion and Society , 17(2), 1263–1284. https://doi.org/10.35931/aq.v17i2.2009
Sabda Puta Mediti , OCM (2020). Analysis Influence Price and Quality Service Electronic to Satisfaction Consumer to User Application Shopee . Journal Knowledge Management , 8(4), 1290. https://doi.org/10.26740/jim.v8n4.p1290-1300
Sekaran, U., & Bougie, R. (2016). Research Methods for Business: A Skill-Building Approach (Seventh). John Wiley & Sons.
Sucihati , & Suhartini . (2022). The Influence of Satisfaction Consumers and Quality Service To Loyalty Consumers at PT. Asuransi Ramayana Serang . Journal Company Management , 1.
Sudaryana, Yayan. 2020. The Influence of quality service , trust and price to satisfaction consumers at the Indonesian Post Office ( Persero ) Tangerang City. Management Review Journal Vol 4, No. 1. ISSN-E 2579-812X
Tobari , H. (2015). Building Culture Organization in the Agency Government . Deepublish
Veonnita , Rona, and Rojuaniah Rojuaniah . " Influence perception convenience , usefulness and satisfaction to loyalty through trust Customer BCA mobile banking users ." INOBIS: Journal Innovation Indonesian Business and Management 6.1 (2022): 68-78.
