PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER LOYALTY MELALUI E-SATIFCATION SEBAGAI MEDIASI DALAM E-COMMERCE INDONESIA

Zefri Efdison; Anggil Nopra Lova; Dorris Yadewani; Erni Febrina Harahap

doi:10.33884/jimupb.v12i2.8891

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.