PENINGKATAN KUALITAS LAYANAN SISTEM ELECTRONIC DATA CAPTURE UNTUK MENINGKATKAN LOYALITAS MERCHANT

Theodorus Sendjaja, Rosita Kawandari

Abstract


This study aims to produce instruments as a reference for measuring the quality of EDC system services from the acquirer to increase merchant loyalty. The dimensions of the SERVQUAL instruments namely reliability, assurance, tangible, responsiveness and empathy are adapted to produce EDC system quality measurement instruments with 4 dimensions as follows: business attentiveness; business availability; system dependability; credibility. Service quality is an important factor in merchant loyalty, so acquirers need to measure service quality to find out how the service quality factors of an EDC (electronic data capture) system can increase merchant loyalty. The indicators of measurement instruments must always be adjusted to the business development of the EDC system so that the accuracy of the measurement instruments of the EDC system's service quality will be maintained.

 

 

Keywords: Electronic Data Capture, Service Quality


References


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DOI: https://doi.org/10.31846/jae.v8i1.271

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