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THE EFFECTS OF MOBILE SERVICE QUALITIES ON CUSTOMER REUSE INTENTION OF GOJEK SUPER APP
Corresponding Author(s) : Adisthy Shabrina Nurqamarani
Humanities & Social Sciences Reviews,
Vol. 8 No. 4 (2020): July
Abstract
Purpose: Customer satisfaction and reuse intention are fundamental to business success, no exception in digital business. Therefore, the purpose of the study is to determine the dimensions of mobile service quality and its effects on customer satisfaction and reuse intention. Gojek is selected as it is the first super app in the world at once the first “decacorn†company in Indonesia.
Methodology: This is a quantitative analysis approach explanatory test. The data were gathered using a purposeful sampling approach using an online questionnaire. The aim of this analysis is to evaluate data from 384 respondents using Warp Partial Least Square 6.0.
Main Findings: The result indicates that customer satisfaction directly influences content, program, and digital payment quality. The reuse aim often has a beneficial impact on knowledge efficiency, program functionality, and consumer service. Digital payment accuracy, nevertheless, has a marginal effect on reuse purposes. The finding also reveals that the consistency of the program is the main driver for consumer loyalty and reuse.
Implications/Applications: The analysis is critical because in the super application it illustrates quality factors. While the research refers to the Gojek super program, this analysis relates to customers' feedback and the plan to use it on mobile apps.
Novelty/originality of this study: This work is an early attempt to detect mobile quality factors that impact reuse in the super application. There is still limited research on the effects of quality mobile services in the super app. The research analyzed the standard of mobile services consisting of knowledge standard, device quality, and super-application digital payment efficiency. The research offered insight into the most significant variables that influence consumer loyalty and the ability to reuse.
Keywords
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- Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. L. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13–24. https://doi.org/10.5267/j.msl.2018.11.004 DOI: https://doi.org/10.5267/j.msl.2018.11.004
- Anwar, S., & Gulzar, A. (2011). Impact of Perceived Value on Word of Mouth Endorsement and Customer Satisfaction: Mediating Role of Repurchase Intentions. International Journal of Economics and Management Sciences, 1(5), 46–54. Retrieved from http://www.managementjournals.org/ijems/5/IJEMS-11-1423d.pdf
- Banahene, S., Ahudey, E., & Asamoah, A. (2017). Analysis of SERVQUAL application to service quality measurement and its impact on loyalty in Ghanaian private universities. Journal of Management and Strategy, 8(4), 1-8. https://doi.org/10.5430/jms.v8n4p18 DOI: https://doi.org/10.5430/jms.v8n4p18
- Blery, E., Batistatos, N., Papastratou, E., Perifanos, I., Remoundaki, G., & Retsina, M. (2009). Service quality and customer retention in mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing, 17(1), 27–37. https://doi.org/10.1057/jt.2008.26 DOI: https://doi.org/10.1057/jt.2008.26
- Choi, Y., & Sun, L. (2016). Reuse intention of third-party online payments: A focus on the sustainable factors of alipay. Sustainability (Switzerland), 8(2), 1–15. https://doi.org/10.3390/su8020147 DOI: https://doi.org/10.3390/su8020147
- Etikan, I. (2016). Comparison of Convenience Sampling and Purposive Sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1. https://doi.org/10.11648/j.ajtas.20160501.11 DOI: https://doi.org/10.11648/j.ajtas.20160501.11
- Fauzi, A. A. (2018). Electronic service quality on mobile application of online transportation services. Jurnal Manajemen Indonesia, 18(1). https://doi.org/10.25124/jmi.v18i1.1256 DOI: https://doi.org/10.25124/jmi.v18i1.1256
- Franedya, R. (2019). Bukan grab atau go-jek, ini super app pertama di dunia. Retrieved August 4, 2020, from https://www.cnbcindonesia.com/tech/20190327185446-37-63295/bukan-grab-atau-go-jek-ini-super-app-pertama-di-dunia
- Ghosh, A., Bagri, K., Datta, R. N.,, Gupta, . R., Goel, S., Shiraz, & Bhatnagar, A. (2019). Can GoJek Be SE Asia’s #1 Superapp?
- Gojek. (2017). Go-Jek Acquires three leading fintech businesses, cementing its leadership in Indonesia’s Fast-Growing Payments Market.
- Gojek. (2020a). About Us.
- Gojek. (2020b). What is a SUPER APP? Gojek. A Super App. One App. Many use cases.
- Ho, S. (2019). Why there’s nothing really super about super apps. https://www.techinasia.com/superapps-not-super
- Hong, B. (2015). The Effect of service quality, perceived value, customer satisfaction against customer repurchase intention at Resto Buro Bar Surabaya.. Jurnal Strategi Pemasaran, 3(1), 1–11.
- Huang, E. Y., Lin, S. W., & Fan, Y. C. (2015). MS-QUAL: Mobile service quality measurement. Electronic Commerce Research and Applications, 14(2), 126–142. https://doi.org/10.1016/j.elerap.2015.01.003 DOI: https://doi.org/10.1016/j.elerap.2015.01.003
- Ibrahim, N., Fairuz Shiratuddin, M., & Wai Wong, K. (2018). Instruments for measuring the influence of visual persuasion: validity and reliability tests. European Journal of Social Sciences Education and Research, 2(3), 25–37.
- Ikhyanuddin. (2017). factors affecting the success of the accrual-based local financial information system in Aceh Besar District. Journal of Economic Management & Business, 18, 1-10.
- Ismoyo, N. B., Hadiwidjojo, D., Rahman, F., & Rahayu, M. (2018). Factors Affecting the services quality and repurchase intention. International Journal of Civil Engineering and Technology (IJCIET), 9(11), 270–287.
- Jogiyanto. (2011). Konsep dan Aplikasi: Structural Equation Model (SEM) berbasis Varian dalam Penelitian Bisnis. UPP STIM YKPN.
- Jun, B.-H., & Kang, B.-G. (2013). Effects of information quality on customer satisfaction and continuous intention to use in social commerce. Journal of the Korea Society of Computer and Information, 18(3), 127–139. https://doi.org/10.9708/jksci.2013.18.3.127 DOI: https://doi.org/10.9708/jksci.2013.18.3.127
- Kisworo, D. (2013). Exploring service quality , customer satisfaction and customer loyalty in the taiwan mobile telecommunication, 14, 67–72.
- Kitapci, O., Akdogan, C., & Dortyol, İ. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia - Social and Behavioral Sciences, 148, 161–169. https://doi.org/10.1016/j.sbspro.2014.07.030 DOI: https://doi.org/10.1016/j.sbspro.2014.07.030
- Kitchathorn, P. (2009). Factor influencing customer repurchase intention : an investigation of switching barriers that in, influence the relationship between satisfaction and repurchase intention in the low cost airlines industri Thailand[Unpublished master's thesis]. School of Business Administration (DBA), University of South Australia.
- Kotler, P., Armstrong, G., and Opresnik, M. O. (2017a). Principles of marketing (17e Global). Pearson Education Limited.
- Kotler, P., Armstrong, G., and Opresnik, M. O. (2017b). Principles of marketing (17e Global). Pearson Education Limited.
- Kumar, A. (2017). Effect of service quality on customer loyalty and the mediating role of customer satisfaction: An empirical investigation for the telecom service industry. Journal of Management Research and Analysis, 4(4), 159–166.
- MFONTE Colette, S. (2018). The Effect of Mobile Service Quality Dimension on Customer Satisfaction in Cameroon: A Structural Equation Model. International Journal of Business Marketing and Management, 3(3), 2456–4559.
- Mohd Sam, M., & Tahir, M. (2009). Website quality and consumer online purchase intention of air ticket. International Journal of Basic & Applied Sciences, 9(10), 1-10.
- Mulyasari, H., Dan, T. T. B., & Wijaya, A. B. M. (2014). Analysis of types of electronic payment systems in e-commerce transactions in indonesia. national seminar on information and communication technology, 2014, 2089–9813.
- Ngoc Duy Phuong, N., & Thi Dai g, T. (2018). Repurchase intention: the effect of service quality, system quality, information quality, and customer satisfaction as mediating role: A PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5(2), 78–91. https://doi.org/10.33844/mbr.2018.60463 DOI: https://doi.org/10.33844/mbr.2018.60463
- Nurqamarani, Adisthy Shabrina, Reza, Faizal , Nur Fitriani; Yudhyani, Eka, Indrawati, A. (2019). Influence of system, information and digital payment qualities on customer satisfaction of Gojek Super App. In 5th Annual International Conference On Economic In Developing Countries (AICEDC).
- Ojo, O. (2010). The relationship between service quality and customer satisfaction in the telecommunication industry: Evidence from Nigeria. Brand Research in Accounting, Negociation and Distribution, 1(1), 88–100.
- Özer, A., Argan, M. T., & Argan, M. (2013). The effect of mobile service quality dimensions on customer satisfaction. Procedia - Social and Behavioral Sciences, 99, 428–438. https://doi.org/10.1016/j.sbspro.2013.10.511 DOI: https://doi.org/10.1016/j.sbspro.2013.10.511
- Pereira, Hélia Gonçalves, Salgueiro, Maria de Fátima, P. R. (2016). Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism. Journal of Retailing and Consumer Services, 30(May 2016), 279–291. https://doi.org/10.1016/j.jretconser.2016.01.003 DOI: https://doi.org/10.1016/j.jretconser.2016.01.003
- Prastiwi, S. K., Bagus, R., Intention, R., Intention, R., Produk, K., Informasi, K., & Ulang, N. P. (2019). by mediating trust against repurchase intention to umkm go-food partners. Journal of Resource Management Economics,, 20(1), 44–54. https://doi.org/10.23917/dayasaing.v21i1.6009 DOI: https://doi.org/10.23917/dayasaing.v21i1.6009
- Siraphatthada, Y. & Thitivesa, D. (2019). Factors affecting customer repurchase intention of the lowcost airlines in Thailand, 180–185.
- Putrawan, N. A., Putri, I. G. A. M. A. D., & Ariyanto, D. (2017). Analysis of the Effectiveness of the Regional Management Information System (SIMDA) of the Gianyar Regency Government. E-Journal of Economics and Business, Udayana University, 6(4), 1639–1672.
- Ghotbabadi, R. A., Baharun, R. & Feiz, S. (2012). A review of service quality models. 2nd International Conference on Management, 2.
- Santoso, A., and Aprianingsih, A. (2017). The influence of perceived service and e-service quality to repurchase intention the mediating role of customer satisfaction case study: Go-Ride in Java. Journal of Business and Management, 6(1), 32-43.
- Shibly, H. Al. (2015). Customer empowerment and electronic commerce success.
- Silalahi, S. L. B., Handayani, P. W., & Munajat, Q. (2017). Service quality analysis for online transportation services: case study of GO-JEK. Procedia Computer Science, 124, 487–495. https://doi.org/10.1016/j.procs.2017.12.181 DOI: https://doi.org/10.1016/j.procs.2017.12.181
- Smith, C. (2019). 15 Interesting Go-Jek statistics and facts (2019) by the numbers.
- Solimun, Fernandes, A.A.R., Nurjannah, N. (2017). Multivariate Statistical Method: Structural Equation Modeling Based on WarpPLS. UB Press.
- Statista. (2020). Indonesia: mobile internet users - Statista. https://www.statista.com/statistics/558642/number-of-mobile-internet-user-in-indonesia/
- Suryanto, T. L. M., Setyohadi, D. B., & Faroqi, A. (2016). Analysis of the effect of information system quality to intention to reuse of employee management information system (Simpeg) based on information systems success model. MATEC Web of Conferences, 58. https://doi.org/10.1051/matecconf/20165803001 DOI: https://doi.org/10.1051/matecconf/20165803001
- Wang, M. C.-H., Wang, E. S.-T., & Chen, A. F.-L. (2009). Information quality, online community and trust: a study of antecedents to shoppers’ website loyalty. International Journal of Electronic Marketing and Retailing, 2(3). https://doi.org/10.1504/IJEMR.2009.021806 DOI: https://doi.org/10.1504/IJEMR.2009.021806
- Wilson, N., Keni, K., & Tan, P. H. P. (2019). The effect of website design quality and service quality on repurchase intention in the E-commerce industry: A cross-continental analysis. Gadjah Mada International Journal of Business, 21(2), 187–222. https://doi.org/10.22146/gamaijb.33665 DOI: https://doi.org/10.22146/gamaijb.33665
- Yuliana, Titik , Soegiarto, E., & Nurqamarani, A. S. (2019). Service quality on customer satisfaction of emos application users (enseval mobile order system) at PT. Enseval Prince Megatrading, Tbk Samarinda Branch, 3 (2), 283–296. https://doi.org/10.31293/rjabm.v3i2.4430 DOI: https://doi.org/10.31293/rjabm.v3i2.4430
- Onegi, M., Eser, Z., & Korkmaz, S. (2019). Consumers’ evaluation of glocal marketing strategies of global firms in Turkey: An example of a glocal product. International Journal of Business and Administrative Studies, 5(3), 109-118. https://doi.org/10.20469/ijbas.5.10001-3 DOI: https://doi.org/10.20469/ijbas.5.10001-3
- Barquet, E. A. G. (2019). Analysis of the consumer behavior of the members of the savings and credit cooperatives for the integration of electronic financial services in the city of Guayaquil. International Journal of Business and Administrative Studies, 5(5), 303-311. https://doi.org/10.20469/ijbas.5.10005-5 DOI: https://doi.org/10.20469/ijbas.5.10005-5
References
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. L. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13–24. https://doi.org/10.5267/j.msl.2018.11.004 DOI: https://doi.org/10.5267/j.msl.2018.11.004
Anwar, S., & Gulzar, A. (2011). Impact of Perceived Value on Word of Mouth Endorsement and Customer Satisfaction: Mediating Role of Repurchase Intentions. International Journal of Economics and Management Sciences, 1(5), 46–54. Retrieved from http://www.managementjournals.org/ijems/5/IJEMS-11-1423d.pdf
Banahene, S., Ahudey, E., & Asamoah, A. (2017). Analysis of SERVQUAL application to service quality measurement and its impact on loyalty in Ghanaian private universities. Journal of Management and Strategy, 8(4), 1-8. https://doi.org/10.5430/jms.v8n4p18 DOI: https://doi.org/10.5430/jms.v8n4p18
Blery, E., Batistatos, N., Papastratou, E., Perifanos, I., Remoundaki, G., & Retsina, M. (2009). Service quality and customer retention in mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing, 17(1), 27–37. https://doi.org/10.1057/jt.2008.26 DOI: https://doi.org/10.1057/jt.2008.26
Choi, Y., & Sun, L. (2016). Reuse intention of third-party online payments: A focus on the sustainable factors of alipay. Sustainability (Switzerland), 8(2), 1–15. https://doi.org/10.3390/su8020147 DOI: https://doi.org/10.3390/su8020147
Etikan, I. (2016). Comparison of Convenience Sampling and Purposive Sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1. https://doi.org/10.11648/j.ajtas.20160501.11 DOI: https://doi.org/10.11648/j.ajtas.20160501.11
Fauzi, A. A. (2018). Electronic service quality on mobile application of online transportation services. Jurnal Manajemen Indonesia, 18(1). https://doi.org/10.25124/jmi.v18i1.1256 DOI: https://doi.org/10.25124/jmi.v18i1.1256
Franedya, R. (2019). Bukan grab atau go-jek, ini super app pertama di dunia. Retrieved August 4, 2020, from https://www.cnbcindonesia.com/tech/20190327185446-37-63295/bukan-grab-atau-go-jek-ini-super-app-pertama-di-dunia
Ghosh, A., Bagri, K., Datta, R. N.,, Gupta, . R., Goel, S., Shiraz, & Bhatnagar, A. (2019). Can GoJek Be SE Asia’s #1 Superapp?
Gojek. (2017). Go-Jek Acquires three leading fintech businesses, cementing its leadership in Indonesia’s Fast-Growing Payments Market.
Gojek. (2020a). About Us.
Gojek. (2020b). What is a SUPER APP? Gojek. A Super App. One App. Many use cases.
Ho, S. (2019). Why there’s nothing really super about super apps. https://www.techinasia.com/superapps-not-super
Hong, B. (2015). The Effect of service quality, perceived value, customer satisfaction against customer repurchase intention at Resto Buro Bar Surabaya.. Jurnal Strategi Pemasaran, 3(1), 1–11.
Huang, E. Y., Lin, S. W., & Fan, Y. C. (2015). MS-QUAL: Mobile service quality measurement. Electronic Commerce Research and Applications, 14(2), 126–142. https://doi.org/10.1016/j.elerap.2015.01.003 DOI: https://doi.org/10.1016/j.elerap.2015.01.003
Ibrahim, N., Fairuz Shiratuddin, M., & Wai Wong, K. (2018). Instruments for measuring the influence of visual persuasion: validity and reliability tests. European Journal of Social Sciences Education and Research, 2(3), 25–37.
Ikhyanuddin. (2017). factors affecting the success of the accrual-based local financial information system in Aceh Besar District. Journal of Economic Management & Business, 18, 1-10.
Ismoyo, N. B., Hadiwidjojo, D., Rahman, F., & Rahayu, M. (2018). Factors Affecting the services quality and repurchase intention. International Journal of Civil Engineering and Technology (IJCIET), 9(11), 270–287.
Jogiyanto. (2011). Konsep dan Aplikasi: Structural Equation Model (SEM) berbasis Varian dalam Penelitian Bisnis. UPP STIM YKPN.
Jun, B.-H., & Kang, B.-G. (2013). Effects of information quality on customer satisfaction and continuous intention to use in social commerce. Journal of the Korea Society of Computer and Information, 18(3), 127–139. https://doi.org/10.9708/jksci.2013.18.3.127 DOI: https://doi.org/10.9708/jksci.2013.18.3.127
Kisworo, D. (2013). Exploring service quality , customer satisfaction and customer loyalty in the taiwan mobile telecommunication, 14, 67–72.
Kitapci, O., Akdogan, C., & Dortyol, İ. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia - Social and Behavioral Sciences, 148, 161–169. https://doi.org/10.1016/j.sbspro.2014.07.030 DOI: https://doi.org/10.1016/j.sbspro.2014.07.030
Kitchathorn, P. (2009). Factor influencing customer repurchase intention : an investigation of switching barriers that in, influence the relationship between satisfaction and repurchase intention in the low cost airlines industri Thailand[Unpublished master's thesis]. School of Business Administration (DBA), University of South Australia.
Kotler, P., Armstrong, G., and Opresnik, M. O. (2017a). Principles of marketing (17e Global). Pearson Education Limited.
Kotler, P., Armstrong, G., and Opresnik, M. O. (2017b). Principles of marketing (17e Global). Pearson Education Limited.
Kumar, A. (2017). Effect of service quality on customer loyalty and the mediating role of customer satisfaction: An empirical investigation for the telecom service industry. Journal of Management Research and Analysis, 4(4), 159–166.
MFONTE Colette, S. (2018). The Effect of Mobile Service Quality Dimension on Customer Satisfaction in Cameroon: A Structural Equation Model. International Journal of Business Marketing and Management, 3(3), 2456–4559.
Mohd Sam, M., & Tahir, M. (2009). Website quality and consumer online purchase intention of air ticket. International Journal of Basic & Applied Sciences, 9(10), 1-10.
Mulyasari, H., Dan, T. T. B., & Wijaya, A. B. M. (2014). Analysis of types of electronic payment systems in e-commerce transactions in indonesia. national seminar on information and communication technology, 2014, 2089–9813.
Ngoc Duy Phuong, N., & Thi Dai g, T. (2018). Repurchase intention: the effect of service quality, system quality, information quality, and customer satisfaction as mediating role: A PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5(2), 78–91. https://doi.org/10.33844/mbr.2018.60463 DOI: https://doi.org/10.33844/mbr.2018.60463
Nurqamarani, Adisthy Shabrina, Reza, Faizal , Nur Fitriani; Yudhyani, Eka, Indrawati, A. (2019). Influence of system, information and digital payment qualities on customer satisfaction of Gojek Super App. In 5th Annual International Conference On Economic In Developing Countries (AICEDC).
Ojo, O. (2010). The relationship between service quality and customer satisfaction in the telecommunication industry: Evidence from Nigeria. Brand Research in Accounting, Negociation and Distribution, 1(1), 88–100.
Özer, A., Argan, M. T., & Argan, M. (2013). The effect of mobile service quality dimensions on customer satisfaction. Procedia - Social and Behavioral Sciences, 99, 428–438. https://doi.org/10.1016/j.sbspro.2013.10.511 DOI: https://doi.org/10.1016/j.sbspro.2013.10.511
Pereira, Hélia Gonçalves, Salgueiro, Maria de Fátima, P. R. (2016). Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism. Journal of Retailing and Consumer Services, 30(May 2016), 279–291. https://doi.org/10.1016/j.jretconser.2016.01.003 DOI: https://doi.org/10.1016/j.jretconser.2016.01.003
Prastiwi, S. K., Bagus, R., Intention, R., Intention, R., Produk, K., Informasi, K., & Ulang, N. P. (2019). by mediating trust against repurchase intention to umkm go-food partners. Journal of Resource Management Economics,, 20(1), 44–54. https://doi.org/10.23917/dayasaing.v21i1.6009 DOI: https://doi.org/10.23917/dayasaing.v21i1.6009
Siraphatthada, Y. & Thitivesa, D. (2019). Factors affecting customer repurchase intention of the lowcost airlines in Thailand, 180–185.
Putrawan, N. A., Putri, I. G. A. M. A. D., & Ariyanto, D. (2017). Analysis of the Effectiveness of the Regional Management Information System (SIMDA) of the Gianyar Regency Government. E-Journal of Economics and Business, Udayana University, 6(4), 1639–1672.
Ghotbabadi, R. A., Baharun, R. & Feiz, S. (2012). A review of service quality models. 2nd International Conference on Management, 2.
Santoso, A., and Aprianingsih, A. (2017). The influence of perceived service and e-service quality to repurchase intention the mediating role of customer satisfaction case study: Go-Ride in Java. Journal of Business and Management, 6(1), 32-43.
Shibly, H. Al. (2015). Customer empowerment and electronic commerce success.
Silalahi, S. L. B., Handayani, P. W., & Munajat, Q. (2017). Service quality analysis for online transportation services: case study of GO-JEK. Procedia Computer Science, 124, 487–495. https://doi.org/10.1016/j.procs.2017.12.181 DOI: https://doi.org/10.1016/j.procs.2017.12.181
Smith, C. (2019). 15 Interesting Go-Jek statistics and facts (2019) by the numbers.
Solimun, Fernandes, A.A.R., Nurjannah, N. (2017). Multivariate Statistical Method: Structural Equation Modeling Based on WarpPLS. UB Press.
Statista. (2020). Indonesia: mobile internet users - Statista. https://www.statista.com/statistics/558642/number-of-mobile-internet-user-in-indonesia/
Suryanto, T. L. M., Setyohadi, D. B., & Faroqi, A. (2016). Analysis of the effect of information system quality to intention to reuse of employee management information system (Simpeg) based on information systems success model. MATEC Web of Conferences, 58. https://doi.org/10.1051/matecconf/20165803001 DOI: https://doi.org/10.1051/matecconf/20165803001
Wang, M. C.-H., Wang, E. S.-T., & Chen, A. F.-L. (2009). Information quality, online community and trust: a study of antecedents to shoppers’ website loyalty. International Journal of Electronic Marketing and Retailing, 2(3). https://doi.org/10.1504/IJEMR.2009.021806 DOI: https://doi.org/10.1504/IJEMR.2009.021806
Wilson, N., Keni, K., & Tan, P. H. P. (2019). The effect of website design quality and service quality on repurchase intention in the E-commerce industry: A cross-continental analysis. Gadjah Mada International Journal of Business, 21(2), 187–222. https://doi.org/10.22146/gamaijb.33665 DOI: https://doi.org/10.22146/gamaijb.33665
Yuliana, Titik , Soegiarto, E., & Nurqamarani, A. S. (2019). Service quality on customer satisfaction of emos application users (enseval mobile order system) at PT. Enseval Prince Megatrading, Tbk Samarinda Branch, 3 (2), 283–296. https://doi.org/10.31293/rjabm.v3i2.4430 DOI: https://doi.org/10.31293/rjabm.v3i2.4430
Onegi, M., Eser, Z., & Korkmaz, S. (2019). Consumers’ evaluation of glocal marketing strategies of global firms in Turkey: An example of a glocal product. International Journal of Business and Administrative Studies, 5(3), 109-118. https://doi.org/10.20469/ijbas.5.10001-3 DOI: https://doi.org/10.20469/ijbas.5.10001-3
Barquet, E. A. G. (2019). Analysis of the consumer behavior of the members of the savings and credit cooperatives for the integration of electronic financial services in the city of Guayaquil. International Journal of Business and Administrative Studies, 5(5), 303-311. https://doi.org/10.20469/ijbas.5.10005-5 DOI: https://doi.org/10.20469/ijbas.5.10005-5