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p-Index From 2021 - 2026
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All Journal Escalate : Economics and Business Journal
Wilia Ismiyarti
Sumbawa University of Technology
Economics, Econometrics & Finance

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The Influence of E-Service Quality, Interactive Features and E-Satisfaction on Shopee E-Commerce Customer Loyalty among Students of Sumbawa University of Technology Debora Astin Masangin; Wilia Ismiyarti
Escalate : Economics and Business Journal Vol. 3 No. 01: Intelligent Marketing and Behavioral Insights: Redefining Institutional and Organizat
Publisher : Takaza Innovatix Labs Ltd.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61536/escalate.v3i01.429

Abstract

The increasing competition in the e-commerce industry requires platforms to strengthen customer loyalty. This study examines the effect of e-service quality, interactive features, and e-satisfaction on customer loyalty toward Shopee e-commerce among students of Sumbawa University of Technology. This research uses a quantitative approach with a survey method. Data were collected from 170 Shopee users selected through purposive sampling and analyzed using multiple linear regression analysis. The results show that e-service quality, interactive features, and e-satisfaction have a positive and significant effect on customer loyalty, both partially and simultaneously. These findings indicate that improvements in electronic service performance, engaging interactive features, and higher customer satisfaction significantly increase customer loyalty toward Shopee. This study provides empirical evidence for e-commerce platforms in designing strategies to enhance customer loyalty, particularly among university students.
The Influence of Perceived Usefulness, Perceived Ease of Use, and Trust in Dana E-Wallet on Students' Interest in Shopping at MSMEs in Sumbawa Besar Muhammad Najib Rabbani; Wilia Ismiyarti
Escalate : Economics and Business Journal Vol. 4 No. 01 (2026): Escalate: Economics and Business Journal
Publisher : Takaza Innovatix Labs Ltd.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61536/escalate.v4i01.443

Abstract

This study aims to analyze the effect of Perceived Usefulness, Perceived Ease of Use, and Trust on students' purchase intention in using the DANA e-wallet for transactions at micro, small, and medium enterprises (MSMEs) in Sumbawa Besar. This research employed a quantitative approach with a total sample of 190 respondents consisting of university students who are DANA e-wallet users in Sumbawa Besar Regency. The sampling technique used was purposive sampling, with criteria limited to students who had previously used the DANA e-wallet for MSME transactions. The results indicate that Perceived Usefulness and Trust have a positive and significant effect on students' purchase intention, while Perceived Ease of Use shows a positive but not statistically significant effect when tested partially. Simultaneously, Perceived Usefulness, Perceived Ease of Use, and Trust have a significant effect on purchase intention toward MSMEs in Sumbawa Besar. These findings suggest that students' purchase intention is more strongly influenced by perceived functional benefits and trust in the digital payment system rather than by ease of use alone. This condition is consistent with the current phenomenon in Sumbawa Besar, where an increasing number of MSMEs and local merchants have adopted QRIS-based payment systems, making e-wallets such as DANA an integral part of students' daily transaction activities.
Co-Authors Debora Astin Masangin Muhammad Najib Rabbani