The Ease of Use of Applications and Quality of Service Towards Consumer Loyalty in Cargo Express Service Companies, Bekasi, Indonesia
Andrian, Boge Triatmanto,Pudjo Sugito

University of Merdeka Malang

Abstract

This study aims to determine the effect that can 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. In 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. The sampling technique used in this study was purposive sampling. The data collection method used in this study uses questionnaires method with Google form media. The prerequisite test for the data obtained uses the data quality test and the classical assumption test. The data analysis techniques used in this study are validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, multiple regression analysis, statistical t test (partial), F test (simultaneous), and test the coefficient of determination (R square). The final results show that the two independent variables (The Ease of Use of Applications, Quality Service) is significantly affected the dependent variable (Consumer Loyalty). The study implies that 42.6% of consumer loyalty can be explained by service quality and the ease of use of applications. The value of the study is to find out how significant the ease of use of applications and service quality can affect consumer loyalty.

Keywords: The ease of use of Applications, Service Quality, Consumer Loyalty

Topic: Economic Disruption in the 4.0 Industrial Revolution Era