How to cite this paper
Kurniasih, D., Pedrason, R., Harryarsana, I., Hamid, S & Saputra, A. (2023). The effect of e-Servqual and public service on community satisfaction: An empirical study in government organization.International Journal of Data and Network Science, 7(3), 1413-1420.
Refrences
Agarwal, P., Verma, A., Malhotra, S. K., & Swami, S. (2022). The Impact of Service Quality on Customer Loyalty of Indi-an E-commerce Industry: The Mediating Role of Customer Satisfaction. In Ergonomics for Design and Innovation: Humanizing Work and Work Environment: Proceedings of HWWE 2021 (pp. 395-407). Cham: Springer International Publishing.
Ahmed, S., Al Asheq, A., Ahmed, E., Chowdhury, U. Y., Sufi, T., & Mostofa, M. G. (2023). The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service. The TQM Journal, 35(2), 519-539.
Astarini, Y., & Fachrodji, A. (2023). The Effect of Promotion, Quality of Service and Price on Patient Loyalty with Pa-tient Satisfaction as Mediation. International Journal of Social and Management Studies, 4(2), 37–45. https://doi.org/10.5555/ijosmas.v4i2.277
Bahtar, A. Z., Muthusamy, G., Yazid, Z. A., & Daud, S. (2022, September). The E-Servqual Effect on Mobile Stickiness Intention of E-Commerce Marketplace. In Proceedings (Vol. 82, No. 1, p. 34). MDPI.
Bintoro, B. K., Lutfiani, N., & Julianingsih, D. (2023). Analysis of the Effect of Service Quality on Company Reputation on Purchase Decisions for Professional Recruitment Services. APTISI Transactions on Management (ATM), 7(1), 35-41.
Fahmi, K., Sihotang, M., Hadinegoro, R. H., Sulastri, E., Cahyono, Y., & Megah, S. I. (2022). Health Care SMEs Products Marketing Strategy: How the Role of Digital Marketing Technology through Social Media?. UJoST- Universal Journal of Science and Technology, 1(1), 16–22. https://doi.org/10.11111/ujost.v1i1.55
Fathima, I., Radhika, R., & Fathima, A. (2022). Customer satisfaction and customer retention as a result of e-Service qual-ity after the COVID-19 breakdown. Journal of Statistics and Management Systems, 25(5), 1231-1243.
Fauziyah, R., Rohayati, Y., & Sagita, B. H. (2019). Integrating e-servqual and kano model to improve adorable projects website service quality. J. Sist. dan Manaj. Ind, 3(2), 98.
Ginting, Y., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329-340.
Gunawan, H., & Susanti, C. E. (2021). The Influence of e-Servqual toward e-Word of Mouth through e-Customer Satisfac-tion and e-Customer Trust in e-Commerce Apparel in Surabaya. Technium Social Science Journal, 24, 517.
Haudi, H., Rahadjeng, E., Santamoko, R., Putra, R., Purwoko, D., Nurjannah, D., ... & Purwanto, A. (2022). The role of e-marketing and e-CRM on e-loyalty of Indonesian companies during Covid pandemic and digital era. Uncertain Supply Chain Management, 10(1), 217-224.
Jasin, M., Sesunan, Y., Aisyah, M., Fatimah, C., & Azra, F. (2023). SMEs repurchase intention and customer satisfaction: Investigating the role of utilitarian value and service quality. Uncertain Supply Chain Management, 11(2), 673-682.
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., ... & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International journal of data and network science, 6(2), 477-486.
Kang, M. J., WU, Z., & Hwang, H. J. (2021). A Study on the Mediating Effect of Customer Orientation between O2O Ser-vice Quality and Customers' Perceived Service Satisfaction. Journal of Distribution Science, 19(2), 37-44.
Ningsih, F., & Afriaris, S. (2019). Quality Of Public Services At The Population And Civil Registration Services Indragiri Hulu District. Journal of Industrial Engineering & Management Research, 1(1a), 1 - 5. https://doi.org/10.7777/jiemar.v2i5.197
Novitasari, D. (2022a). Hospital Quality Service and Patient Satisfaction : How The Role of Service Excellent and Service Quality ?. Journal of Information Systems and Management (JISMA), 1(1), 29–36. https://doi.org/10.4444/jisma.v1i1.255
Novitasari, D. (2022b). SMEs E-commerce Buying Intention: How the Effect of Perceived Value, Service Quality, Online Customer Review , Digital Marketing and Influencer Marketing. Journal of Information Systems and Management (JISMA), 1(5), 61–69. https://doi.org/10.4444/jisma.v1i5.256
Nuryanti, Y., Hutagalung, D., Nadeak, M., Abadiyah, S., & Novitasari, D. (2021). Understanding the Links between Sys-tem Quality, Information Quality, Service Quality, and User Satisfaction in the Context of Online Learning. Interna-tional Journal of Social and Management Studies, 2(4), 54–64. https://doi.org/10.5555/ijosmas.v2i4.51
Patwardhan, A. A., & Pandey, N. (2021). Analyzing Role of E-SERVQUAL Constructs for Post-pandemic Recovery of In-dian Taxi Aggregator Services. International Journal of Global Business and Competitiveness, 16(Suppl 1), 89-102.
Purwanto, A., Sulaiman, A., & Fahmi, K. (2023). The Role of Buzz and Viral Marketing on SMEs Online Shop Marketing Performance: CB-SEM AMOS Analysis. International Journal of Social and Management Studies, 4(3), 1-7.
Puspasari, A., Nurhayaty, E., Riftiasari, D., Yuniarti, P., Suharyadi, D., Martiwi, R., Adawia, P. R. ., & Baharuddin. (2022). The Effect Of Service Quality Perception And Company Image On Customer Satisfaction And Their Impact On Customer Loyalty Indihome. International Journal of Social and Management Studies, 3(2), 220–233. Retrieved from https://ijosmas.org/index.php/ijosmas/article/view/177
Ramadhanty, D. A., Putri, M. U., & Asbari, M. (2022). The Influence of Total Quality Management on Organizational Per-formance on Bank Services. Journal of Information Systems and Management (JISMA), 2(1), 15–20. https://doi.org/10.4444/jisma.v2i1.237
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443-1466.
Rohana, S. (2019). The Role of Customer Satisfaction and Service Quality on Loyalty of Bank Customers. Journal of In-dustrial Engineering & Management Research, 1(1a), 57 - 67. https://doi.org/10.7777/jiemar.v1i1a.256
Sahulata, R. A., Hambali, G. T. C., & Daka, M. C. S. (2022). User Satisfaction Analysis on Microsoft Teams and Google Classroom as E-Learning Media Using the E-ServQual Method. 8ISC Proceedings: Technology, 15-24.
Shared, H. A. (2019). The relationship between e-service quality and e-customer satisfaction: An empirical study in Egyp-tian Banks. International Journal of Business and Management, 14(5), 171-182.
Simanjuntak, J. O., & Mayasari, M. (2023, January). E-Commerce Service Quality, E-Customer Satisfaction and Loyality: Modification of E-Servqual Model. In Proceedings of the 4th International Conference on Applied Economics and So-cial Science, ICAESS 2022, 5 October 2022, Batam, Riau Islands, Indonesia: ICAESS 2022 (p. 355). European Alliance for Innovation.
Syahril, S., Sihotang, M., Hadinegoro, R., Sulastri, E., Rochmad, I., Cahyono, Y., & Purwanto, A. (2022). Hospitals Cusptomer e-loyalty: How The Role of e-service quality, e-recovery service quality and e-satisfaction ?. UJoST- Uni-versal Journal of Science and Technology, 1(1), 23–27. https://doi.org/10.11111/ujost.v1i1.56
Tan, S. B. (2021). Assessing the Internet Banking Services of Selected Banks in the Philippines using E-SERVQUAL Model. Asia Pacific Journal of Academic Research in Business Administration|, 7(2).
Veloso, C. M., Magueta, D., Sousa, B. B., & Carvalho, J. L. (2020). Meassevuring E-service quality, satisfaction and loy-alty of customer in the online channel of the modern retail. IBIMA Business Review, 2020, 1-15.
Yusuf, R., Hendrayati, H., Dewi, R., & Nurdin, J. (2021, September). E-servqual: How E-servqual Can Influence E-Satisfaction in Shopee. In 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020) (pp. 380-384). Atlantis Press.
Zahara, Z., Rombe, E., Ngatimun, N., & Suharsono, J. (2021). The effect of e-service quality, consumer trust and social media marketing on intention to use online transportation services. International Journal of Data and Network Sci-ence, 5(3), 471-478.
Ahmed, S., Al Asheq, A., Ahmed, E., Chowdhury, U. Y., Sufi, T., & Mostofa, M. G. (2023). The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service. The TQM Journal, 35(2), 519-539.
Astarini, Y., & Fachrodji, A. (2023). The Effect of Promotion, Quality of Service and Price on Patient Loyalty with Pa-tient Satisfaction as Mediation. International Journal of Social and Management Studies, 4(2), 37–45. https://doi.org/10.5555/ijosmas.v4i2.277
Bahtar, A. Z., Muthusamy, G., Yazid, Z. A., & Daud, S. (2022, September). The E-Servqual Effect on Mobile Stickiness Intention of E-Commerce Marketplace. In Proceedings (Vol. 82, No. 1, p. 34). MDPI.
Bintoro, B. K., Lutfiani, N., & Julianingsih, D. (2023). Analysis of the Effect of Service Quality on Company Reputation on Purchase Decisions for Professional Recruitment Services. APTISI Transactions on Management (ATM), 7(1), 35-41.
Fahmi, K., Sihotang, M., Hadinegoro, R. H., Sulastri, E., Cahyono, Y., & Megah, S. I. (2022). Health Care SMEs Products Marketing Strategy: How the Role of Digital Marketing Technology through Social Media?. UJoST- Universal Journal of Science and Technology, 1(1), 16–22. https://doi.org/10.11111/ujost.v1i1.55
Fathima, I., Radhika, R., & Fathima, A. (2022). Customer satisfaction and customer retention as a result of e-Service qual-ity after the COVID-19 breakdown. Journal of Statistics and Management Systems, 25(5), 1231-1243.
Fauziyah, R., Rohayati, Y., & Sagita, B. H. (2019). Integrating e-servqual and kano model to improve adorable projects website service quality. J. Sist. dan Manaj. Ind, 3(2), 98.
Ginting, Y., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329-340.
Gunawan, H., & Susanti, C. E. (2021). The Influence of e-Servqual toward e-Word of Mouth through e-Customer Satisfac-tion and e-Customer Trust in e-Commerce Apparel in Surabaya. Technium Social Science Journal, 24, 517.
Haudi, H., Rahadjeng, E., Santamoko, R., Putra, R., Purwoko, D., Nurjannah, D., ... & Purwanto, A. (2022). The role of e-marketing and e-CRM on e-loyalty of Indonesian companies during Covid pandemic and digital era. Uncertain Supply Chain Management, 10(1), 217-224.
Jasin, M., Sesunan, Y., Aisyah, M., Fatimah, C., & Azra, F. (2023). SMEs repurchase intention and customer satisfaction: Investigating the role of utilitarian value and service quality. Uncertain Supply Chain Management, 11(2), 673-682.
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., ... & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International journal of data and network science, 6(2), 477-486.
Kang, M. J., WU, Z., & Hwang, H. J. (2021). A Study on the Mediating Effect of Customer Orientation between O2O Ser-vice Quality and Customers' Perceived Service Satisfaction. Journal of Distribution Science, 19(2), 37-44.
Ningsih, F., & Afriaris, S. (2019). Quality Of Public Services At The Population And Civil Registration Services Indragiri Hulu District. Journal of Industrial Engineering & Management Research, 1(1a), 1 - 5. https://doi.org/10.7777/jiemar.v2i5.197
Novitasari, D. (2022a). Hospital Quality Service and Patient Satisfaction : How The Role of Service Excellent and Service Quality ?. Journal of Information Systems and Management (JISMA), 1(1), 29–36. https://doi.org/10.4444/jisma.v1i1.255
Novitasari, D. (2022b). SMEs E-commerce Buying Intention: How the Effect of Perceived Value, Service Quality, Online Customer Review , Digital Marketing and Influencer Marketing. Journal of Information Systems and Management (JISMA), 1(5), 61–69. https://doi.org/10.4444/jisma.v1i5.256
Nuryanti, Y., Hutagalung, D., Nadeak, M., Abadiyah, S., & Novitasari, D. (2021). Understanding the Links between Sys-tem Quality, Information Quality, Service Quality, and User Satisfaction in the Context of Online Learning. Interna-tional Journal of Social and Management Studies, 2(4), 54–64. https://doi.org/10.5555/ijosmas.v2i4.51
Patwardhan, A. A., & Pandey, N. (2021). Analyzing Role of E-SERVQUAL Constructs for Post-pandemic Recovery of In-dian Taxi Aggregator Services. International Journal of Global Business and Competitiveness, 16(Suppl 1), 89-102.
Purwanto, A., Sulaiman, A., & Fahmi, K. (2023). The Role of Buzz and Viral Marketing on SMEs Online Shop Marketing Performance: CB-SEM AMOS Analysis. International Journal of Social and Management Studies, 4(3), 1-7.
Puspasari, A., Nurhayaty, E., Riftiasari, D., Yuniarti, P., Suharyadi, D., Martiwi, R., Adawia, P. R. ., & Baharuddin. (2022). The Effect Of Service Quality Perception And Company Image On Customer Satisfaction And Their Impact On Customer Loyalty Indihome. International Journal of Social and Management Studies, 3(2), 220–233. Retrieved from https://ijosmas.org/index.php/ijosmas/article/view/177
Ramadhanty, D. A., Putri, M. U., & Asbari, M. (2022). The Influence of Total Quality Management on Organizational Per-formance on Bank Services. Journal of Information Systems and Management (JISMA), 2(1), 15–20. https://doi.org/10.4444/jisma.v2i1.237
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443-1466.
Rohana, S. (2019). The Role of Customer Satisfaction and Service Quality on Loyalty of Bank Customers. Journal of In-dustrial Engineering & Management Research, 1(1a), 57 - 67. https://doi.org/10.7777/jiemar.v1i1a.256
Sahulata, R. A., Hambali, G. T. C., & Daka, M. C. S. (2022). User Satisfaction Analysis on Microsoft Teams and Google Classroom as E-Learning Media Using the E-ServQual Method. 8ISC Proceedings: Technology, 15-24.
Shared, H. A. (2019). The relationship between e-service quality and e-customer satisfaction: An empirical study in Egyp-tian Banks. International Journal of Business and Management, 14(5), 171-182.
Simanjuntak, J. O., & Mayasari, M. (2023, January). E-Commerce Service Quality, E-Customer Satisfaction and Loyality: Modification of E-Servqual Model. In Proceedings of the 4th International Conference on Applied Economics and So-cial Science, ICAESS 2022, 5 October 2022, Batam, Riau Islands, Indonesia: ICAESS 2022 (p. 355). European Alliance for Innovation.
Syahril, S., Sihotang, M., Hadinegoro, R., Sulastri, E., Rochmad, I., Cahyono, Y., & Purwanto, A. (2022). Hospitals Cusptomer e-loyalty: How The Role of e-service quality, e-recovery service quality and e-satisfaction ?. UJoST- Uni-versal Journal of Science and Technology, 1(1), 23–27. https://doi.org/10.11111/ujost.v1i1.56
Tan, S. B. (2021). Assessing the Internet Banking Services of Selected Banks in the Philippines using E-SERVQUAL Model. Asia Pacific Journal of Academic Research in Business Administration|, 7(2).
Veloso, C. M., Magueta, D., Sousa, B. B., & Carvalho, J. L. (2020). Meassevuring E-service quality, satisfaction and loy-alty of customer in the online channel of the modern retail. IBIMA Business Review, 2020, 1-15.
Yusuf, R., Hendrayati, H., Dewi, R., & Nurdin, J. (2021, September). E-servqual: How E-servqual Can Influence E-Satisfaction in Shopee. In 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020) (pp. 380-384). Atlantis Press.
Zahara, Z., Rombe, E., Ngatimun, N., & Suharsono, J. (2021). The effect of e-service quality, consumer trust and social media marketing on intention to use online transportation services. International Journal of Data and Network Sci-ence, 5(3), 471-478.