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Journal : JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN

Multigroup Analysis of E-Service Quality, Satisfaction, and Loyalty in E-Grocery Services Fadhil, Muhammad; Hati, Sri Rahayu Hijrah
Jurnal Akuntansi, Keuangan, dan Manajemen Vol. 6 No. 3 (2025): Juni
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jakman.v6i3.4456

Abstract

Purpose: E-Grocery is a business-to-consumer (B2C) e-Commerce with the main objective of selling groceries online. The characteristics of this service include using a digital system (application/website) and sending goods immediately (door-step delivery). Amid the widespread use of e-Grocery, this study explores the relationship between e-Service Quality, e-Satisfaction, and e-Loyalty for e-Grocery products in Indonesia. Methodology: The data collected in this study were obtained from 330 respondents who were e-grocery users in Indonesia. Results: The model was estimated using partial least squares structural modeling (PLS-SEM) and multigroup analysis bootstrapping using Jamovi and SmartPLS version 4. After conducting this research, it was found that Utilitarian and Hedonic aspects have a significant relationship with e-Service Quality, e-Service Quality has an effect on e-Satisfaction, and there is a positive relationship between e-Satisfaction and e-Loyalty. Conclusions: The findings confirm a sequential relationship between utilitarian/hedonic motivations, perceived service quality, customer satisfaction, and loyalty in the context of Indonesian e-grocery services. Sociodemographic variables moderate the strength of these relationships, suggesting the importance of customer segmentation strategies in improving service outcomes. Limitations: This study is limited to the Indonesian market and may not fully represent consumer behavior in other cultural or regional contexts. Moreover, the cross-sectional design restricts the ability to infer causality, and potential self-reporting bias may affect the reliability of the responses. Contribution: This study contributes to the literature on e-commerce and digital consumer behavior by demonstrating the mediating role of satisfaction in the e-service environment and the moderating effects of demographic characteristics.  
Co-Authors Abdurahman Abdurrahman Abdurrahman, Zulkarnain Addinunnisa, Fauza Afifah, Dhiya Dwi Afriva Khaidir Afsya, Farhan Al-Mahmudy Agus Ariyanto Agusriyanto, Beni Agustina, Rahmi Ahmad Saifuddin, Ahmad Ahmadi Hasan Ajeng Sofiantini Akbar, Rasona Sunara Al Kautsar, Al Kautsar Ali, Ismail Haji Aminah Aminah Amr, Amr Andi Alfian Zainuddin ANDRINI, ROZI Angguni Desilva Sari Anton Monde Arfarifki, Muhammad Farel Arrozaq, Muharris Asekanatmaja, Hazel Athallah Asfiana, Asfiana Asharif Suleman, Muh. Asiandu, Angga Puja Asmarani, Ayu Asnawi Abdullah Asrini Astuti, Rahmi Puji Aulia Rahmi, Aulia Aulia, Selvira AYU LESTARI Az-Zuhra, Najwa Azhar, Azazin Azhari Bachtiar Murtala Baihaqi, Muhammad Aqilla Syafa'atullah Basri Budi Bahreisy Chalillah, Yasmin Chenny Seftarita Daflaini, Daflaini Dakhilullah, Muhammad Darma Putra Darmawan, Bambang Defriman Djafri Dermawan, Ahmad Dhyki Desi Fitriani Dwinda Kayla Amartha Ervina Dewi, Ervina Fadli, Mashur Farera, Numita Fariha Fuadi, Dela Febriani Hayuningrum, Cicilia Fidya, Yatti Fikri, Dzil Finanti, Regno Dwi Firdaus, Wahyu Muhammad Fitriyani Fitriyani Frasetia, Nisya Gianita Yulia Lestari Gunadi, Helmi Rosa Hadiyanto Hadiyanto Hafiz, Raka Khansa Al Hamdani Abdulgani, Hamdani Harfan Hian Ryanu Hari, Wanna Hasani, Achmad Rizky Hasibuan3, Erni Manja Hati, Sri Rahayu Hijrah Heni Pujiastuti Hervandi, Zahra Reytania Hikma, Nurfi Huda, Ali Anhar Syi’bul Hulkin, M. Hulkin, Muhammad Ibrahim Sota Ichtiar, Muhammad Bagus Idayanti, Zulfi Ilham Hudi Irfan Maulana, Irfan Irman Effendy Ironi, Cici Tasya Irvan, Firla Rachmani Jelita, Elda Juliana Juliansyah, Rollis Jundi Mukhtaruddin Karimah, Via Haiyun Khabibah, Hanik Khairatunnisa, Amanda Khalief, Raffi Khalisa, Fachira Kurniati, Erlin Larasati, Dinda Latifa, Okta Widya Lestiawan, Afiful Fida Levy Olivia Nur Lili Puspita Sari M Rusdi M. Marthoenis M. Syahran Jailani Madi Hartono Mahardian, Albi Malikatul Laila Maman Kusman, Maman Mardianto Mardianto Marisa, Siti Mar’atur, Novia Masdaudi, Fitri Rahmah Matin, Iik Muhammad Malik Mauluddin, Arnanta Meutia Zahara Minnah El Widdah Mochammad Imron Awalludin Mubarak, Lidia Muhammad Amin Muhammad Hidayat Ginanjar, Muhammad Hidayat Muhammad Ilham Muhammad, Farrel Murdani, Khairul Musyaffa, A A N. Febrianti, Atika Naufal, Achmad Niken Puspa Kuspriyanti Nizam, Achmad Rifqi Novianto, Muhammad Akbar Nurfala, Riki Nurkholik, Aditya Oktavia, Zona Pitriani, Rani Prihatini, Rini Laili Putri Rama Sari Qorina, Amalia Rahayujati, Th. Baning Rahma Dini Putri Rahmah, Anisa Ur Rahman Rahman Rais, Zaenal Ramadhan, Muhammad Nadhif Rasendriya Ramadhani, Marsya Rizkya Rapiko Rauf, Rafikah Rian, Rahmad Al Rifqi Hidayat, Rifqi riskiyah, Riskiyah - Ritonga, Supardi Rokhiyah, Rozibatul Rosyida, Nafissatur RR. Ella Evrita Hestiandari Rumyeni, Rumyeni Rusnita, Dewi Safwaturrahman, Safwaturrahman Salat, Junaidi Salsabila, Alma Sari, Meiliza Sarmawi, Sarmawi Selvia, Novi Septama, Muhammad Dino Sifa Nurpadillah Simarmata, Rizki Simon Sadok Siregar, Simon Sadok Siti Asiah Sri Indayani, Sri Sri Suharyati Sudarno Sudarno Sujariwa, Jurnalisma Suleman, Muh. Asharif Susilaningsih, Tutik Inayah Syarifuddin Baco Tanamal, Dima Toni Taufiq Carnegie Dawood Ubaidah, Siti Wahyudi Wahyudi Wibisono, Abian Bagus Widya Sari Widyamurti, Arif Rahman Wirsma Arif Harahap Wisudanto Wisudanto Yeffi Yeffi Masnarivan Yogi, Muhammad Yunus, Abdullah Yusrizal Yusrizal Yusuf, Yuslaidar Zakaria, Radhiah Zebua, Apri Ningsih Zulham Effendi Zulkarnain Zulkarnain Zulkarnaini Zulkarnaini