Analysis of the effect of e-company service quality on e-customer satisfaction and e-customer loyalty on users of my pertamina applications in the surabaya raya area, Indonesia

Anom Wicaksono, Amelia Amelia and Ronald Ronald
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Anom Wicaksono: Student of Postgraduate Management Degree, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia.
Amelia Amelia: Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia.
Ronald Ronald: Business School, Universitas Pelita Harapan Surabaya Campus, Surabaya, Indonesia.

International Journal of Science and Business, 2022, vol. 10, issue 1, 45-57

Abstract: PT. Pertamina (Persero) is the only state-owned company assigned by the Government to provide and distribute fuel oil nationally to the people of Indonesia. With the rise of the presence of private companies engaged in retail fuel sales, so as not to lose their loyal customers, PT. Pertamina (Persero) continues to strive to create new strategies and innovations in satisfying customers and continues to pay attention to improving service to customers One way PT. Pertamina (Persero) in increasing sales of products and services is by launching the MyPertamina Application which is in the hands of customers through smartphones. The Procedure used in data collection to obtain the required information by distributing questionnaires to Pertamina customer who meet the requirements as research samples until the time limit for the sample size of 178 is met. After all the data from the is collected then tabulation is done in excel. Non-probability sampling and snowball sampling are the sampling techniques employed. According to the data analysis, eight of the nine submitted hypotheses are accepted and one is rejected.

Keywords: Reliability; Privacy and Security; Website design; E-customer satisfaction; E-customer loyalty; MyPertamina; Pertamina. (search for similar items in EconPapers)
Date: 2022
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