How to cite this paper
Noori, M. (2022). The effect of e-service quality on user satisfaction and loyalty in accessing e-government information.International Journal of Data and Network Science, 6(3), 945-952.
Refrences
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13-24.
Akbar, S., Som, A. P. M., Wadood, F., & Alzaidiyeen, N. J. (2010). Revitalization of service quality to gain user satisfaction and loyalty. International Journal of Business and Management, 5(6), 113.
Alma, B. (2005). Manajemen pemasaran dan Jasa. Bandung: Alafabeta.
Al-Nasser, M., Yusoff, R. Z., Islam, R., & ALNasser, A. (2013). E-Service Quality and its Effect on Consumers’ Perceptions Trust. American Journal of Economics and Business Administration, 5(2), 47-55.
Al-Nuaimi, I. T. I., Mahmood, A. K. B., Jung, L. T., & Jebur, H. H. (2013, November). A review of e-service quality dimensions in user satisfaction. In 2013 International Conference on Research and Innovation in Information Systems (ICRIIS) (pp. 186-191). IEEE.
Anshari, R. (2017). Pengaruh E-Service Quality Terhadap Kepuasan Konsumen Kereta Api Dalam Pembelian E-Ticketing. Doctoral dissertation. STIE Ekuitas, Bandung.
Avery, E. J., & Graham, M. W. (2013). Political public relations and the promotion of participatory, transparent government through social media. International Journal of Strategic Communication, 7(4), 274-291.
Bostanji, G. M. A. (2013). The impact of service quality on customers loyalty: A study on five stars hotel’s customers in Riyadh, KSA. European Journal of Business and Management, 5(31), 230-240.
Carlson, J., & O'Cass, A. (2010). Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites. Journal of services marketing, 24(2), 112-127.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total quality management, 20(4), 423-443.
Chang, Y. K. (2007). A study of e-service quality and user satisfaction in public libraries. Journal of the Korean Society for Library and Information Science, 41(4), 315-329.
Chinomona, R., Masinge, G., & Sandada, M. (2014). The influence of e-service quality on customer perceived value, user satisfaction and loyalty in South Africa. Mediterranean Journal of Social Sciences, 5(9), 331.
Chiou, J. S., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the academy of marketing science, 34(4), 613-627.
Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e‐service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty. Managing service quality: An international journal, 17(3), 317-340.
Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of marketing, 58(1), 125-131.
Dabas, R., & Bajaj, R. (2019, September). A study on the impact of E-service Quality on user satisfaction in the online banking sector. In Proceedings of International Conference on Advancements in Computing & Management (ICACM).
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1995). Consumer Behaviour (8 ed.). Fort Worth: Dryden Press.
Fatihudin, D., & Firmansyah, A. (2019). Pemasaran Jasa:(Strategi, Mengukur Kepuasan Dan Loyalitas Pelanggan). Yogyakarta: Deepublish.
Ferdinand, P. (2014). Rising powers at the UN: an analysis of the voting behaviour of BRICS in the General Assembly. Third World Quarterly, 35(3), 376-391.
Forman, M. (2005). Using IT to Transform the Effectiveness and Efficiency of Government. Journal E-Government and Information Technology, C, 25-28.
Giovanis, A. N., & Athanasopoulou, P. (2014). Gaining user loyalty in the e-tailing marketplace: the role of e-service quality, e-satisfaction and e-trust. International Journal of Technology Marketing 6, 9(3), 288-304.
Goh, C. Y., Ong, J. W., Tan, S. Z., Goh, G. G. G., & Eze, U. C. (2012). E-service quality and user satisfaction toward E-filing. International Journal on Social Science, Economics and Art, 2(2), 50-54.
Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping. Journal of services marketing, 24(2), 142-156.
Graham, M., & Avery, E. J. (2013). Government public relations and social media: An analysis of the perceptions and trends of social media use at the local government level. Public Relations Journal, 7(4), 1-21.
Griffin, J. (2005). User loyalty: Menumbuhkan & Mempertahankan Kesetiaan Pelanggan. Jakarta : Erlangga.
Griffin, J., & Herres, R. T. (2002). User loyalty: How to earn it, how to keep it. San Francisco, CA: Jossey-Bass.
Gronroos, C. (1990). Service management: A management focus for service competition. International Journal of Service Industry Management, 1(1), 0-0.
Gurău, C. (2003). Tailoring e-service quality through CRM. Managing Service Quality, 13(6), 520-531.
Hadjon, P. M., Djatmiati, T. S., Addink, G. H., & Berge, J. B. J. M. T. (2011). Hukum administrasi dan tindak pidana korupsi. Yogyakarta: Gadjah Mada University Press.
Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R: A Workbook. Springer Nature.
Indrajit. (2002). E-Government: Strategi Pembangunan dan Pengembangan Sistem Pelayanan Publik Berbasis Teknologi Digital. Yogyakarta: Andi.
Jonathan, H. (2013). Analisis Pengaruh E-Service Quality terhadap User satisfaction yang Berdampak pada User loyalty PT Bayu Buana Travel Tbk. The Winners, 14(2), 104-112.
Kotler, P. & Gery, A. (2008). Prinsip-prinsip Pemasaran. Jakarta: Erlangga.
Kotler, P., Keller, K. L., Manceau, D., & Dubois, B. (2016). Marketing Management, 15 ed. New Jersy: Pearson Education.
Kundu, S., & Datta, S. K. (2015). Impact of trust on the relationship of e-service quality and user satisfaction. EuroMed Journal of Business, 10(1), 21.
Melinda, M. (2017). Pengaruh E-service Quality Terhadap E-loyalty Pelanggan Go-jek Melalui E-satisfaction Pada Kategori Go-ride. Agora, 5(1).
Ming, C., Chen, T., & Ai, Q. (2018). An empirical study of e-service quality and user satisfaction of public service centers in China. International Journal of Public Administration in the Digital Age (IJPADA), 5(3), 43-59.
Norris, D. (Ed.). (2007). E-Government Research: Policy and Management: Policy and Management. New York: Igi Global.
Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016). E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34(3), 347-367.
Rusydi, M. (2017). Customer Excellence. Yogyakarta: Gosyen Publishing.
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality, 13(3), 233-246.
Setó-Pamies, D. (2012). Customer loyalty to service providers: examining the role of service quality, customer satisfaction and trust. Total Quality Management & Business Excellence, 23(11-12), 1257-1271.
Sheng, T., & Liu, C. (2010). An empirical study on the effect of e-service quality on online user satisfaction and loyalty. Nankai Business Review International, 1(3), 273-283.
Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International journal of business and management, 6(3), 12.
Sunyoto, D. (2012). Dasar-dasar manajemen pemasaran. Yogyakarta: Caps.
Suprawoto. (2005). Pelayanan Publik Melalui E-Government (Studi tentang Pelayanan KTP, e-Procurement dan PSB-Online di Kota Surabaya). Doctoral dissertation. Universitas Brawijaya, Malang.
Tan, T. S., Chen, T. L., & Yang, P. H. (2017). User satisfaction and loyalty in a public library setting. Social Behavior and Personality: an international journal, 45(5), 741-756.
Tjiptono, F. (2014). Manajemen Jasa. Yogyakarta: Andi.
Twum, K. K., Adams, M., Budu, S., & Budu, R. A. A. (2020). Achieving university libraries user loyalty through user satisfaction: the role of service quality. Journal of Marketing for Higher Education, 1-19.
Xu, F., & Du, J. T. (2018). Factors influencing users’ satisfaction and loyalty to digital libraries in Chinese universities. Computers in Human Behavior, 83, 64-72.
Yang, Z. (2001). Consumer perceptions of service quality in Internet-based electronic commerce. Bergen: Proceedings of Emac Conference.
Yusuf, S. (2007). Pemeringkatan E-government Di Indonesia (Pemerintah Provinsi). Jakarta: Universitas Indonesia, E-Government Lab of Computer Science Faculty.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing, 52(3), 2-22.
Akbar, S., Som, A. P. M., Wadood, F., & Alzaidiyeen, N. J. (2010). Revitalization of service quality to gain user satisfaction and loyalty. International Journal of Business and Management, 5(6), 113.
Alma, B. (2005). Manajemen pemasaran dan Jasa. Bandung: Alafabeta.
Al-Nasser, M., Yusoff, R. Z., Islam, R., & ALNasser, A. (2013). E-Service Quality and its Effect on Consumers’ Perceptions Trust. American Journal of Economics and Business Administration, 5(2), 47-55.
Al-Nuaimi, I. T. I., Mahmood, A. K. B., Jung, L. T., & Jebur, H. H. (2013, November). A review of e-service quality dimensions in user satisfaction. In 2013 International Conference on Research and Innovation in Information Systems (ICRIIS) (pp. 186-191). IEEE.
Anshari, R. (2017). Pengaruh E-Service Quality Terhadap Kepuasan Konsumen Kereta Api Dalam Pembelian E-Ticketing. Doctoral dissertation. STIE Ekuitas, Bandung.
Avery, E. J., & Graham, M. W. (2013). Political public relations and the promotion of participatory, transparent government through social media. International Journal of Strategic Communication, 7(4), 274-291.
Bostanji, G. M. A. (2013). The impact of service quality on customers loyalty: A study on five stars hotel’s customers in Riyadh, KSA. European Journal of Business and Management, 5(31), 230-240.
Carlson, J., & O'Cass, A. (2010). Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites. Journal of services marketing, 24(2), 112-127.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total quality management, 20(4), 423-443.
Chang, Y. K. (2007). A study of e-service quality and user satisfaction in public libraries. Journal of the Korean Society for Library and Information Science, 41(4), 315-329.
Chinomona, R., Masinge, G., & Sandada, M. (2014). The influence of e-service quality on customer perceived value, user satisfaction and loyalty in South Africa. Mediterranean Journal of Social Sciences, 5(9), 331.
Chiou, J. S., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the academy of marketing science, 34(4), 613-627.
Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e‐service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty. Managing service quality: An international journal, 17(3), 317-340.
Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of marketing, 58(1), 125-131.
Dabas, R., & Bajaj, R. (2019, September). A study on the impact of E-service Quality on user satisfaction in the online banking sector. In Proceedings of International Conference on Advancements in Computing & Management (ICACM).
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1995). Consumer Behaviour (8 ed.). Fort Worth: Dryden Press.
Fatihudin, D., & Firmansyah, A. (2019). Pemasaran Jasa:(Strategi, Mengukur Kepuasan Dan Loyalitas Pelanggan). Yogyakarta: Deepublish.
Ferdinand, P. (2014). Rising powers at the UN: an analysis of the voting behaviour of BRICS in the General Assembly. Third World Quarterly, 35(3), 376-391.
Forman, M. (2005). Using IT to Transform the Effectiveness and Efficiency of Government. Journal E-Government and Information Technology, C, 25-28.
Giovanis, A. N., & Athanasopoulou, P. (2014). Gaining user loyalty in the e-tailing marketplace: the role of e-service quality, e-satisfaction and e-trust. International Journal of Technology Marketing 6, 9(3), 288-304.
Goh, C. Y., Ong, J. W., Tan, S. Z., Goh, G. G. G., & Eze, U. C. (2012). E-service quality and user satisfaction toward E-filing. International Journal on Social Science, Economics and Art, 2(2), 50-54.
Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping. Journal of services marketing, 24(2), 142-156.
Graham, M., & Avery, E. J. (2013). Government public relations and social media: An analysis of the perceptions and trends of social media use at the local government level. Public Relations Journal, 7(4), 1-21.
Griffin, J. (2005). User loyalty: Menumbuhkan & Mempertahankan Kesetiaan Pelanggan. Jakarta : Erlangga.
Griffin, J., & Herres, R. T. (2002). User loyalty: How to earn it, how to keep it. San Francisco, CA: Jossey-Bass.
Gronroos, C. (1990). Service management: A management focus for service competition. International Journal of Service Industry Management, 1(1), 0-0.
Gurău, C. (2003). Tailoring e-service quality through CRM. Managing Service Quality, 13(6), 520-531.
Hadjon, P. M., Djatmiati, T. S., Addink, G. H., & Berge, J. B. J. M. T. (2011). Hukum administrasi dan tindak pidana korupsi. Yogyakarta: Gadjah Mada University Press.
Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R: A Workbook. Springer Nature.
Indrajit. (2002). E-Government: Strategi Pembangunan dan Pengembangan Sistem Pelayanan Publik Berbasis Teknologi Digital. Yogyakarta: Andi.
Jonathan, H. (2013). Analisis Pengaruh E-Service Quality terhadap User satisfaction yang Berdampak pada User loyalty PT Bayu Buana Travel Tbk. The Winners, 14(2), 104-112.
Kotler, P. & Gery, A. (2008). Prinsip-prinsip Pemasaran. Jakarta: Erlangga.
Kotler, P., Keller, K. L., Manceau, D., & Dubois, B. (2016). Marketing Management, 15 ed. New Jersy: Pearson Education.
Kundu, S., & Datta, S. K. (2015). Impact of trust on the relationship of e-service quality and user satisfaction. EuroMed Journal of Business, 10(1), 21.
Melinda, M. (2017). Pengaruh E-service Quality Terhadap E-loyalty Pelanggan Go-jek Melalui E-satisfaction Pada Kategori Go-ride. Agora, 5(1).
Ming, C., Chen, T., & Ai, Q. (2018). An empirical study of e-service quality and user satisfaction of public service centers in China. International Journal of Public Administration in the Digital Age (IJPADA), 5(3), 43-59.
Norris, D. (Ed.). (2007). E-Government Research: Policy and Management: Policy and Management. New York: Igi Global.
Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016). E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34(3), 347-367.
Rusydi, M. (2017). Customer Excellence. Yogyakarta: Gosyen Publishing.
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality, 13(3), 233-246.
Setó-Pamies, D. (2012). Customer loyalty to service providers: examining the role of service quality, customer satisfaction and trust. Total Quality Management & Business Excellence, 23(11-12), 1257-1271.
Sheng, T., & Liu, C. (2010). An empirical study on the effect of e-service quality on online user satisfaction and loyalty. Nankai Business Review International, 1(3), 273-283.
Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International journal of business and management, 6(3), 12.
Sunyoto, D. (2012). Dasar-dasar manajemen pemasaran. Yogyakarta: Caps.
Suprawoto. (2005). Pelayanan Publik Melalui E-Government (Studi tentang Pelayanan KTP, e-Procurement dan PSB-Online di Kota Surabaya). Doctoral dissertation. Universitas Brawijaya, Malang.
Tan, T. S., Chen, T. L., & Yang, P. H. (2017). User satisfaction and loyalty in a public library setting. Social Behavior and Personality: an international journal, 45(5), 741-756.
Tjiptono, F. (2014). Manajemen Jasa. Yogyakarta: Andi.
Twum, K. K., Adams, M., Budu, S., & Budu, R. A. A. (2020). Achieving university libraries user loyalty through user satisfaction: the role of service quality. Journal of Marketing for Higher Education, 1-19.
Xu, F., & Du, J. T. (2018). Factors influencing users’ satisfaction and loyalty to digital libraries in Chinese universities. Computers in Human Behavior, 83, 64-72.
Yang, Z. (2001). Consumer perceptions of service quality in Internet-based electronic commerce. Bergen: Proceedings of Emac Conference.
Yusuf, S. (2007). Pemeringkatan E-government Di Indonesia (Pemerintah Provinsi). Jakarta: Universitas Indonesia, E-Government Lab of Computer Science Faculty.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing, 52(3), 2-22.