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Mahfudz Mahfudz
Jurusan ManajemenFakultas Ekonomika Dan Bisnis Universitas Diponegoro
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The Effect of E-Service Quality and Brand Image on Customer Loyalty with Customer Satisfaction as a Mediation Variable Firmansyah, Ilham; Mahfudz, Mahfudz
Journal of Business Social and Technology Vol. 4 No. 2 (2023): Journal of Business, Social and Technology
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/jbt.v4i2.151

Abstract

This research takes the object of study on Tiktok Shop, which is an e-commerce platform that has advantages compared to its rivals, namely being able to combine social media activities with e-commerce. This study aims to analyze and test the effect of e-service quality and brand image on customer satisfaction and customer loyalty among TiktokShop users. In this study, the researchers used a purposive sampling method using a manual questionnaire and also a Google form, and obtained 110 respondents who live in Semarang City and have also used the Tiktok Shop feature for shopping. The data analysis method used in this study is structural equation modeling using AMOS software. The results of direct testing between E-Service Quality and E-Customer Satisfaction show that there is a significant and positive effect. The results of direct testing between Brand Image and E-Customer Satisfaction show that there is a significant and positive effect. The results of direct testing between E-Service Quality and E-Customer Loyalty show that there is a significant and positive effect. The results of direct testing between Brand Image and E-Customer Loyalty show that there is a significant and positive effect. The results of direct testing between E-Customer Satisfaction and E-Customer Loyalty show that there is a significant and positive effect. The results of direct testing between Brand Image and E-Customer Loyalty show that there is a significant and positive effect. The results of direct testing between E-Customer Satisfaction and E-Customer Loyalty show that there is a significant and positive effect. The results of direct testing between Brand Image and E-Customer Loyalty show that there is a significant and positive effect. The results of direct testing between E-Customer Satisfaction and E-Customer Loyalty show that there is a significant and positive effect
Co-Authors A.A. Ketut Agung Cahyawan W Abd. Rauf Aden Tatag Surya Bhara Dhaksa Alam Anshary Alfian Sabila, Dandy Alfian Toar, Alfian Almadanaa, Aulia Vidya Amany Irwanto, Nabila Fadiya Anindyta Mauliandari Arantika, I Wayan Ova Asparita, Asparita B, Jumiati Bolong, Aprianto Burhan Ismail, Burhan Elsafiana, Elsafiana Faizal Fachri, Muhamad Fathi, Muhamad Fathir Fathir Firmansyah, Ilham Fitria, Fariza Dewi Hamdan , Hamdan Adma Hamdan Adma Adinugraha Hamdan, Hamdan Adma Adinugraha Harry Soesanto Hidayatullah, Annas Irawan Ismail, Burhan Ismail Isnu Nurrochman, Isnu Jarniati, Jarniati Jaya Sakti, Brillyan Kardison Lumban Batu Kartika Bungas Kautsar, Namal Labdhagati, Haifa Lismawati, Lismawati M. S. N., Utomo Maemunah Maemunah Maria Josephine Widya Arshita Kussulisty, Maria Josephine Widya Arshita Mariska, Angela Markus, Novita Lely Marpi, Arpika Maryani Maryani Maulana, Denny Muhammad Basir Cyio Muhammad Sukron Muhdam Azhar Muljibir Rahman, Muljibir Nazahah Juhana, Manar Palaguna Haana, Halber Paramitha Azizah Nursyabani, Paramitha Azizah Permono Nugroho, Sidiq Pilo, Fandy Izmi Putri, Intan Tsania Putri, Julia Rafi, Muhamad Arya Ramadhan Noor Rachman Fatoni Ranita Agustina Riatri, Alya Yumna Ridho Dwinurcahyo, Ridho Rusmidin, Rusmidin S Sunarti Saddam F, Muammar Sakka Samudin Setiawan, Zakaria Anam Setyaningrum Setyaningrum Shahabuddin Saleh Simson, Simson Solekah, Siti Maratus Sucitra Ika Putri, Nur Sugeng , Sugeng Pudjiono Sugeng Pudjiono, Sugeng Suharnomo Suharnomo Sulistyawati, Poppy Dyah Sundawa, Afdholul Ihsan Surviola, Anggun Susilo Toto Rahardjo Susilo Toto Raharjo Suthama, Suthama Syafa’at, Syafa’at Syamsiar, Syamsiar Tajuddin Akbar Tiara Trie Chandra Dewi, Tiara Trie Chandra Usman Made Vahdist, Riski Wahid Mongkito, Abdul Wibawana, Widhia Arum Widajati, Widajati Wijayanto, Andika Wahyu Wijayasari, Nilla Wike Winarti