THE INFLUENCE OF E-SERVICE QUALITY ON E-CUSTOMER LOYALTY THROUGH E-SATIFCATION AS A MEDIATION IN INDONESIAN E-COMMERCE

Authors

  • Zefri Efdison Sekolah Tinggi Ilmu Ekonomi Sakti Alam Kerinci
  • Anggil Nopra Lova Sekolah Tinggi Ilmu Ekonomi Sakti Alam Kerinci
  • Dorris Yadewani Universitas Sumatera Barat
  • Erni Febrina Harahap Universitas Bung Hatta

DOI:

https://doi.org/10.33884/jimupb.v12i2.8891

Keywords:

E-Service Quality, e-Satisfaction, e-Loyalty, e-commerce.

Abstract

This research aims to determine the effect of e-service quality on e-customer loyalty mediated by e-satisfaction among e-commerce users in Indonesia. The sample of this research was 100 respondents. Data was collected using a questionnaire that has been tested for validity and reliability. The data analysis technique used is descriptive analysis using SEM Amos 22. The results of the research show that there is a significant direct influence between e-service quality on e-satisfaction and e-customer loyalty among e-commerce users. There is a partial influence of the mediating impact of e-satisfaction between e-service quality on e-satisfaction and e-customer loyalty on e-commerce users. This shows that customer satisfaction can be built through good service so that customers do not switch to competitors.

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Published

2024-07-18