The effect of service innovation and e-service quality toward customer satisfaction the my-xl application in bandung city
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May 1, 2023
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Abstract
This research aims to analize however the outline of Service Innovation, E-Service Quality and Customer Satisfaction, furthermore as determine how the influence of service innovation and E-Service Quality on Customer Satisfaction. The fact that businesses are required to maintain customer satisfaction serves as the background for this research, which is informed by the ever-increasingly high expectations that consumers have of a brand or product. As one of the providers, XL must also ensure customer satisfaction by enhancing or maintaining service quality.100 people who purchased active data packages and used XL cards were included in the sample. The SPSS Ver.25 data processing system is used to perform Multiple Regression Analysis as a method of data analysis. Service Innovation and E-service Quality had a significant impact on Customer Satisfaction by 42.3%, according to the analysis's estimation. The fact that the variable E-service quality is partially demonstrated to have a greater constant than the variable Service innovation must be prioritized to obtain a more significant influence.
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How to Cite
Tarmidi, D., & Salsabila, A. (2023). The effect of service innovation and e-service quality toward customer satisfaction the my-xl application in bandung city. Enrichment : Journal of Management, 13(1), 532-536. https://doi.org/10.35335/enrichment.v13i1.1301
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Chen, E. a. (2018). Holistic Innovation: An Emerging Innovation Paradigm. International Journal of Innovation Studies, 2(1), 1–13. https://doi.org/10.1016/j.ijis.2018.02.001
Fei-Tai, E. a. (2021). Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry. Service Business, 15(4), 667–694. https://doi.org/10.1007/s11628-021-00461-w
Handayani, E. a. (2022). The Influence of Service Innovation and Customer Experience on Repurchase Intentions. Hasanuddin Journal of Business …, 4(2), 85–95. https://feb.unhas.ac.id/jurnal/index.php/HJBS/article/view/532%0Ahttps://feb.unhas.ac.id/jurnal/index.php/HJBS/article/download/532/431
Kotler&Armstrong. (2018). Principles of Marketing, Seventeenth Edition. In Pearson. Pearson Prentice Hall.
Li, E. a. (2019). Measurement of E-service Quality: An Empirical Study on Online Travel Service. 17th European Conference on Information Systems, ECIS 2009.
Mahendra&Nugroho. (2021). Pengaruh Content Marketing Terhadap Purchase Intention Pada Fan Apparel Dengan Customer Engagement Sebagai Variabel Mediasi (Studi Pada Akun Instagam @authenticsid). Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Naveed, E. a. (2018). The Impact of Innovation on Customer Satisfaction and Brand loyalty: a case study of Student of Faisalabad Pakistan. Munich Personal RePEc Archive, 2(53197).
Pakurár, E. a. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability (Switzerland), 11(4), 1–24. https://doi.org/10.3390/su11041113
Putri. (2022). The Impact of Electronic Word of Mouth (EWOM) Using Influencers on Brand Awareness and Purchase Intention. CoverAge: Journal of Strategic Communication, 13(1), 11–25. https://doi.org/10.35814/coverage.v13i1.3913
Rahman, E. a. (2022). Improving the Satisfaction and Loyalty of Online Shopping Customers Based on E-Commerce Innovation and E-Service Quality. Gadjah Mada International Journal of Business, 24(1), 56–81. https://doi.org/10.22146/gamaijb.58783
Rahmawati, E. a. (2020). Intensitas Penggunaan Media Sosial Instagram Dengan Motivasi BerprestasiIntensitas Penggunaan Media Sosial Instagram Dengan Motivasi Berprestasi. Jurnal Al-Husna, 1(3), 224. https://doi.org/10.18592/jah.v1i3.4219
Rita, E. a. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Rizzato. (2021). Amid rising competition, Indonesian mobile operators need to focus on retaining their high-value users. Opensignal, 6–8. https://www.opensignal.com/2021/12/21/amid-rising-competition-indonesian-mobile-operators-need-to-focus-on-retaining-their-high-value
Sekaran&Bougie. (2020). Research Method for Business. Jhon Wiley & Sons.
Shin, E. a. (2022). Product and service innovation: Comparison between performance and efficiency. Journal of Innovation and Knowledge, 7(3), 100191. https://doi.org/10.1016/j.jik.2022.100191
Sugiyono. (2019). Metode Penelitian Kuantitatif_Kualitatif. Alfabeta.
Syahsudarmi. (2022). The influence of service quality on customer satisfaction: A Case Study. International Journal of Indonesian Business Review, 1(1), 29–37.
Winarti, E. a. (2021). Product Innovation on Customer Satisfaction and Brand Loyalty of Smartphone Users. Journal of Applied Business Administration, 5(2), 179–187. https://doi.org/10.30871/jaba.v5i2.3166
Winowatan, E. a. (2021). Customer Satisfaction on Barista Service. Journal of Asian Multicultural Research for Economy and Management Study, 2(4), 33–38.
XL-Axiata, P. (2022). Corporate Presentation. In XL Axiata (Issue December, pp. 1–17). PT. XL Axiata,Tbk. https://www.idnfinancials.com/id/excl/pt-xl-axiata-tbk
Zia Qureshi. (2022). How digital transformation is driving economic change. In World Economic Forum. https://www.weforum.org/agenda/2022/01/digital-transformation-economic-change-technology