Authors: Hani Luthfia Azhari; Hotniar Siringoringo
Addresses: Gunadarma University, Jakarta, 16424, Indonesia ' Gunadarma University, Jakarta, 16424, Indonesia
Abstract: The purpose of this study was to build a newsreader attitudinal loyalty model based on service quality (SQ). To obtain the goal of the study, the questionnaire was deployed as a research instrument to collect the data and distributed it using Twitter and WhatsApp social media. Research respondents were news site users in the greater area of Jakarta, Bogor, Depok, Tangerang, and Bekasi. The intention to re-use the site model was built based on the relationship between SQ and attitudinal loyalty. SQ measured using WebQual 4.0 that consists of perceived usability, perceived information quality, and perceived interactions service quality. Based on previous studies, three models were built and tested. The models were tested using structural equation modelling (SEM). The three models were validated and significant marginally. Generally, previous studies of the relationship between SQ and attitudinal loyalty moderated by user satisfaction were confirmed in this study. The direct effect of SQ on user loyalty was not supported.
Keywords: intention; satisfaction; services interaction quality; information quality; usability; news website; WebQual 4.0.
International Journal of Business Forecasting and Marketing Intelligence, 2020 Vol.6 No.4, pp.255 - 271
Received: 28 Jul 2020
Accepted: 12 Sep 2020
Published online: 16 Jun 2021 *