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All Journal JURNAL MANAJEMEN MOTIVASI
Nurkholis Akbar
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Effect Of E-Service Quality And Perceived Value On Customer Loyalty The Mediation Role Of Customer Satisfaction (Case study on Lazada users) Nurkholis Akbar; Dwi Cahya , Agus; Diansepti Maharani, Bernadetta
JURNAL MANAJEMEN MOTIVASI Vol 22 No 1 (2026): Jurnal Manajemen Motivasi
Publisher : Universitas Muhammadiyah Pontianak

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29406/jmm.v22i1.8703

Abstract

This study examines the influence of E-Service Quality on Customer Satisfaction in digital service environments. The objective is to analyze how dimensions of e-service quality affect customer satisfaction levels. The research employs a quantitative approach using survey data analyzed through validity, reliability, and hypothesis testing. The results indicate that E-Service Quality has a positive and significant effect on Customer Satisfaction. These findings imply that improving efficiency, reliability, responsiveness, and security of online services enhances customer satisfaction and strengthens competitive advantage.
Co-Authors Diansepti Maharani, Bernadetta Dwi Cahya , Agus