The Effect of Service Quality and User Satisfaction on User Loyalty of Information and Communication Technology in Lapan

Abstract

Abstract

The purpose of this study is to determine directly or indirectly the effect of service quality (X) on user satisfaction (Y) and loyalty of LAPAN's ICT users. The sample size of this study was 278 participants from a population of 1,191 LAPAN employees based on Slovin's formula, with an error of 6%. The data acquisition technique was performed by targeted sampling and proportional sampling, with data acquisition taking place in June 2021. Data analysis was carried out using the path analysis method. The results show that there is a positive and significant effect between service quality and user satisfaction. There is a positive and important effect between user satisfaction and user loyalty. There is a positive and important effect between the quality of service and the loyalty of the user. It also has a positive and important effect between service quality and loyalty through user satisfaction. It was found that H1: Service quality (X) has a direct positive and significant effect on user satisfaction (Y); H2: User satisfaction (Y) directly has a positive and significant effect on user loyalty (Z); H3: Service quality (X) has a direct positive and significant effect on user loyalty (Z); and H4: Service quality (X) does not indirectly have a positive and significant effect on loyalty (Z) through user satisfaction (Y).