Published date: Oct 15 2024

Journal Title: KnE Social Sciences

Issue title: 8th International Conference on Sustainability (8th ICoS): Sustainable Economics

Pages: 164–180

DOI: 10.18502/kss.v9i29.17249

Andrian .andrian@dsn.ubharajaya.ac.idPost Graduate of Doctoral in Economics, University of Merdeka Malang, Malang, Indonesia

Boge TriatmantoPost Graduate of Doctoral in Economics, University of Merdeka Malang, Malang, Indonesia

Pudjo SugitoPost Graduate of Doctoral in Economics, University of Merdeka Malang, Malang, Indonesia

This study tries to assess the effect that may occur among the ease of use of applications on consumer loyalty, quality of service on consumer loyalty, ease of use of applications, and quality of service on consumer loyalty. This study aims to determine how important application usability and service quality are influencing consumer loyalty.This study, discusses the factors that can affect consumer loyalty and determines how much influence the ease of use of applications and service quality have on consumer loyalty. This research utilized purposive sampling. The data gathering approach utilized in this study is questionnaires with Google Forms media. The prerequisite test from the data obtained uses the data quality test and the classical assumption test. This study employed the following data analysis techniques: validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple regression analysis, statistical t test (partial), F test (simultaneous), and coefficient of determination (R2). The final results show that the two independent variables (the ease of use of applications, quality service) were significantly affected by the dependent variable (consumer loyalty). According to the report, service quality and application simplicity of use account for 42.6% of client loyalty.

Keywords: the ease of use of applications, service quality, consumer loyalty

[1] Dhingra RA, S. Factors influencing cloud service quality and their relationship with customer satisfaction and loyalty. Heliyon. 2023;9(4).

[2] Kotler P, Kotler G. Principles of marketing | Pearson. Pearson; 2018.

[3] Kotler. Manajemen Pemasaran di Indonesia: Analisis, Perencanaan, Implementasi dan Pengendalian. Jakarta: Penerbit Salemba Empat; 2011.

[4] Oliver RL. Satisfaction: A behavioral perspective on the consumer. Routledge; 2014. https://doi.org/10.4324/9781315700892.

[5] Rowley J. An analysis of the E- Service literature, toward a research agenda. Internet Res. 2006;16(3):339–359.

[6] Valarie A, Zeithaml AP. AM. Service quality delivery through web sites: A critical review of extant knowledge. J Acad Mark Sci. 2002;30(4):362–375.

[7] Li H, Suomi R. A proposed scale for measuring eservice quality. International Journal of U- and Eservice. Science and Technology. 2009;2:1–10.

[8] Cemal Z, Elif N. E-service quality and E-recovery service quality: Effects on value perceptions and loyalty intentions. Procedia Soc Behav Sci. 2016 Aug;2016(229):427–443.

[9] Prybutok CX. A customer value, satisfaction, and loyalty perspective of mobile application recommendations. Decis Support Syst. 2015 Nov;2015(79):171–183.

[10] Creswell JW. Educational research: Planning, conducting, and evaluating quantitative and qualitative research. 4th Editio. Boston, USA: Pearson Education Limited; 2012.

[11] Zoltan D, Tatsuya T. Questionnaire is second language research. Second Edi. New York, USA; 2010. 60 p.

[12] Malhotra NK. Marketing research: An applied orientation. Fourth Edi. New Jersey, USA: Prentice Hall; 2004.