利斯雷尔
顾客满意度
忠诚商业模式
服务质量
业务
顾客惊喜
营销
客户宣传
客户保留
客户资产
广告
结构方程建模
服务(商务)
计算机科学
机器学习
作者
Haura Kurniati,Agung Kresnamurti Rivai Prabumenang,Shandy Aditya
出处
期刊:Jurnal REKOMEN (Riset Ekonomi Manajemen)
[Universitas Tidar]
日期:2021-09-30
卷期号:5 (1): 17-29
标识
DOI:10.31002/rn.v5i1.4321
摘要
This research aims to determine the effect of e-service quality and brand image on customer satisfaction and customer loyalty towards Netflix’s user. This research uses quantitative method and the data collection use survey method with questionnaires as the instrument. The sample of this research is 200 respondents who live in DKI Jakarta and have used Netflix in the past 6 months. Data were analyzed using software SPSS version 25 and SEM (Structural Equation Model) from Lisrel 8.8 to process and analyze the research data. The result of hypothesis testing shows that e-service quality has significant effect on customer satisfaction, but not on customer loyalty. However, e-service quality has significant effect on customer loyalty through customer satisfaction. The result also found that brand image has significant effect on both customer satisfaction and customer loyalty. And customer satisfaction has the most influence on customer loyalty
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