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All Journal Jurnal Minds: Manajemen Ide dan Inspirasi
Amran Bin Harun
Universiti Tun Hussein Onn
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis Hari Muharam; Harmon Chaniago; Endraria Endraria; Amran Bin Harun
Jurnal Minds: Manajemen Ide dan Inspirasi Vol 8 No 2 (2021): December
Publisher : Management Department, Universitas Islam Negeri Alauddin Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24252/minds.v8i2.23224

Abstract

Why do online customers become loyal in their purchases on e-commerce sites? We examine how e-service quality, trust, and customer satisfaction affect customer loyalty towards purchasing goods and services. The proposed model also investigates the relationships among e-service quality, trust to loyalty, and satisfaction as a mediator that remains underexplored. The sample of this study is 350 millennial respondents as online buyers in Bogor city. PLS-SEM modeling procedure was used to test the proposed research model. We find that the quality of e-service and trust has a significant favorable influence on customer loyalty, and this effect is mediated by customer satisfaction. This study highlights the role of e-commerce producers in gaining loyalty through efficient service offerings and shape positive psychological in online marketing practices.
Co-Authors Chaniago, Harmon Endraria, Endraria Muharam, Hari