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All Journal TOFEDU: The Future of Education Journal
Erni Febrina Harahap
UniversitasBung Hatta
Education Languange, Linguistic, Communication & Media Mathematics Other

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The The Influence of E-Service Quality on E-Customer Loyalty Through E-Satifcation as a Mediation in Indonesian Social Media Commerce Zefri Efdison; Anggil Nopra Lova; Dorris Yadewani; Erni Febrina Harahap
The Future of Education Journal Vol 3 No 5 (2024)
Publisher : Lembaga Penerbitan dan Publikasi Ilmiah Yayasan Pendidikan Tumpuan Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61445/tofedu.v3i5.300

Abstract

This research aims to determine the effect of e-service quality on e-customer loyalty mediated by e-satisfaction among social media commerce users in Indonesia. The sample of this research was 100 respondents. Data was collected using a questionnaire that had 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 social media 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 social media commerce users. This shows that customer satisfaction can be built through good service so that customers do not switch to competitors.
Co-Authors Anggil Nopra Lova Dorris Yadewani Zefri Efdison