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All Journal Journal of Business Strategy and Execution Journal The Winners Syntax Literate: Jurnal Ilmiah Indonesia Interdisciplinary Social Studies ASEAN Marketing Journal Journal of Indonesian Economy and Business Business and Entrepreneurial Review Return : Study of Management, Economic and Bussines Eduvest - Journal of Universal Studies
Pantri Heriyati
Faculty of BINUS BUSINESS SCHOOL, BINUS UNIVERSITY, JWC Campus, Jl. Hang Lekir I No. 6, Senayan, Jakarta 12120
Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Public Health Social Sciences Other

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Antecedents of E-Loyalty as Research for the Quick Commerce Industry Setiyono, Agus Eko; Chandrawatisma, Chodilis; Fanandi, Rizal Helga Sutan; Heriyati, Pantri
Interdisciplinary Social Studies Vol. 2 No. 8 (2023): Special Issue
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v2i8.456

Abstract

Background: Quick Commerce is currently the third generation business model after conventional stores and e-commerce, currently very attractive and huge market potential. Aim: The purpose of this study is to analyze the impact of E-Service quality on  customer satisfaction and E-Loyalty of q-commerce customers in Indonesia. Method: The study was designed cross-sectionally  using a well-structured questionnaire so that holistic information could be obtained on 341 q-commerce customers in  Indonesia who often use  the platform in fulfilling their daily needs. The research instrument is validated, then the collected data is analyzed using Smart Partial Least Square (PLS) for hypothesis testing. Findings: The results revealed a statistically significant positive relationship between service quality and its dimensions (safety, reliability, convenience, responsiveness), customer loyalty, and customer satisfaction. This research contributes to the study of online shopping  on q-commerce platforms and provides advice over possible factors that may influence E-Service quality decisions.
Co-Authors Aditya, Ferry Amalia, Listia Ananda, Artha Sejati Andhini, Grasheli Kusuma Andreas Hutahaean, Nathanael Anggraeni, Yulfita Nurul Antonio, Louis Asnan Furinto Chandrawatisma, Chodilis Erick Yustinus Fanandi, Rizal Helga Sutan Firmansyah, Almira Gumilang, Aulia Hadiputra, Deddy Kusuma Hasiru, Annisa Sakti Heruwasto, Ign Hutadjulu, Dicky Maryoga Mahamita, Mikke Mohammad Ichsan, Mohammad Mursitama, Tirta Nugraha Napitupulu, Eka Panambunan, Lenda Paramita, Ratna Dewi Ria, Esther Sari Wahyuni Selamet, Thamrin Septi Septi Setiyono, Agus Eko Siregar, Rimon Soliman, Mohammad Widayanti, Desca Wulandari, Desty Kusuma Zahra, Dina Az-