Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Law and Economics
Tri Lestari
Universitas Putra Bangsa, Indonesia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The influence of e-service quality and e-trust on e-customer loyalty with e-customer satisfaction as a mediating variable Tri Lestari
Law and Economics Vol. 20 No. 2 (2026): June: Law and Economics
Publisher : Institute for Law and Economics Studies

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/laweco.v20i2.338

Abstract

Customer loyalty contributes substantially to organizational performance and long-term business sustainability. The development of loyalty is closely associated with customers’ experiences and the quality of interactions established by an organization. This research examines the roles of e-service quality and e-trust in shaping e-customer loyalty while considering e-customer satisfaction as an intervening construct. Information was obtained from 100 Brainy Kids Indonesia partners through a questionnaire survey and subsequently analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) approach with Smart PLS 3. The results indicate that e-service quality and e-trust positively affect both e-customer satisfaction and e-customer loyalty. Furthermore, e-customer satisfaction contributes to the enhancement of customer loyalty and serves as an intermediary mechanism linking e-service quality and e-trust with e-customer loyalty. The findings underscore the importance of maintaining high electronic service quality and strengthening customer trust as strategic efforts to improve satisfaction and foster long-term customer loyalty
Co-Authors