Implementation of E-Services Quality & E-Recovery Service Quality on Whatever Whenever Program to Enhance Customer Satisfaction at W Bali-Seminyak

Maharani, Putu Sisca Anggta and Sari, I Gusti Agung Mas Krisna Komala and Astawa, I Ketut (2023) Implementation of E-Services Quality & E-Recovery Service Quality on Whatever Whenever Program to Enhance Customer Satisfaction at W Bali-Seminyak. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

The purpose of this research is to analyze the implementation of E-Service Quality and E-Recovery Services as well as the Implementation of E-Service Quality and E-Recovery Services to Increase Customer Satisfaction in the Whatever Whenever program in W Bali-Seminyak. The population of this study was guests staying at W Bali Seminyak per month with an average number of 851 people. With a research sample of 90 people determined by the Slovin formula. Data collection was carried out by questionnaire, observation, literature 'study, documentation, and interviews. The sampling technique is carried out incidentally. The results showed that each variable, namely the quality of electronic services with a score of 4.64 and the quality of electronic recovery services with a score of 4.64, it can be concluded that E-Service Quality and E-Recovery Services at W Bali Seminyak are fully implemented which refers to the decision scale based on the value range, which is 4.40 - 5.00. Furthermore, it can be concluded that the quality of electronic services and the quality of electronic recovery services have been implemented in W Bali Seminyak. In addition, the results of quantitative analysis found that e-recovery service quality has the most impact percentage in increasing customer satisfaction in W Bali by 47.55%, followed by e-serving quality by 8.05%. It is recommended that there is a need for regular technology updates and increase the number of indicators blessed with E - Service Quality to make the exposure wider and it is advisable to add and look for other reference sources.

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