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All Journal CALYPTRA : Jurnal Ilmiah Mahasiswa Universitas Surabaya Jurnal Manajemen STIE Muhammadiyah Palopo Jurnal Pendidikan Ekonomi (JURKAMI) Almana : Jurnal Manajemen dan Bisnis Al-Kharaj: Journal of Islamic Economic and Business Amalee: Indonesian Journal of Community Research & Engagement Inobis: Jurnal Inovasi Bisnis dan Manajemen Indonesia Journal of Entrepreneurship & Business Jurnal Terapan Manajemen dan Bisnis Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal of Economics, Assets, and Evaluation Fokus Bisnis: Media Pengkajian Manajemen dan Akuntansi Jurnal Ilmiah Bisnis dan Ekonomi Asia (Jibeka) Journal of Business and Information System
Fitri Novika Widjaja
Fakultas Bisnis & Ekonomika Universitas Surabaya, Raya Kalirngkut, Surabaya 60293
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Public Health Social Sciences Other

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The Role of Service Quality in E-Commerce Customer Satisfaction and Loyalty Nabila, Putri Izatin; Rahayu, Siti; Widjaja, Fitri Novika
Al-Kharaj: Journal of Islamic Economic and Business Vol. 8 No. 1 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi
Publisher : LP2M IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/kharaj.v8i1.8806

Abstract

This study examines the influence of service quality on customer satisfaction and customer loyalty among Millennial and Gen Z users of e-commerce platforms in Indonesia. Using a quantitative explanatory approach, data were collected from 200 respondents who actively shopped online through major platforms such as Shopee, Tokopedia, Lazada, Blibli, and TikTok Shop. Service quality was measured using four e-servqual dimensions: efficiency, fulfillment, system availability, and privacy. Data were analyzed using PLS-SEM through SmartPLS to evaluate the measurement and structural models. The findings reveal that efficiency and fulfillment significantly increase customer satisfaction, while fulfillment and privacy significantly influence customer loyalty. Meanwhile, system availability shows no significant effect on either satisfaction or loyalty, indicating that users perceive it as a basic feature rather than a determinant of experience. The results also demonstrate that customer satisfaction strongly predicts customer loyalty, emphasizing its mediating role in the relationship between service quality and loyalty. Overall, the study highlights the importance of efficient service, accurate fulfillment, and strong privacy protection in retaining e-commerce users from younger generations.
The Influence of E-Service Quality and E-Trust on E-Satisfaction and E-Loyalty among Shopee Users Wong, Kelvin; Widjaja, Fitri Novika; Megawati, Veny Megawati
Jurnal Ilmiah Bisnis dan Ekonomi Asia Vol 20 No 1 (2026): Jurnal Ilmiah Bisnis dan Ekonomi Asia
Publisher : Institut Teknologi dan Bisnis Asia Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32815/jibeka.v20i1.2409

Abstract

This study investigates the relationships between electronic service quality, electronic trust, electronic satisfaction, and electronic loyalty among Shopee users in Surabaya, Indonesia, addressing ongoing inconsistencies in e-commerce loyalty research. While prior studies often assume electronic satisfaction as a key mediator, this research offers novel empirical evidence challenging that assumption in the context of highly competitive electronic marketplaces. Using a quantitative causal design, data were collected from 248 Shopee users who had made purchases within the past six months and analyzed through Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS version 4.1.1.5. The findings demonstrate that website security, convenience, and electronic trust significantly enhance electronic satisfaction, whereas reliability and responsiveness do not. In contrast, electronic loyalty is directly influenced by website security, reliability, and electronic trust, while electronic satisfaction shows no mediating effect. These results contribute theoretically by repositioning electronic trust and security as more central drivers of loyalty than satisfaction in mature e-commerce platforms, thereby extending existing electronic service quality and loyalty models. From a managerial perspective, the study highlights the strategic importance of strengthening transaction security, system reliability, and trust-building mechanisms to sustain user loyalty in increasingly saturated digital commerce environments.
Co-Authors Andajani, Erna Antonius Budhiman Antonius Budhiman Setyawan Antonius Budhiman Setyawan Arbhie Nugraha Hanafi Ardiansyahmiraja, Bobby Ariyani, Widitya Arlintya Yustica Fanny Bian Pagudisaputra Bonifasius Angkawijaya Bonifasius Angkawijaya Brian Marcellino Ezar Budi Hermawan Clarissa Euvenia Damayanti, Shofia Danang Satria Adiatma Danang Satria Adiatma, Danang Satria Danendra, Ariel Belva Deysi Rosindah Tjakra Eka Jayani, Nikmatul Ikhrom Elsye Tandelilin Gary Grinaldy Halim Ghifari Ghaza Nugraha Gilang Hardianto Giovani Hartanto Ardian U. Gracia Narwastu Gunawan, Seasylia Marcer Helmi Sofyan Sulisno Istiana Raswini jodjana, Sheny Jonathan Ristian Juliani Dyah Trisnawati Juliani Dyah Trisnawati Megawati, Veny Megawati Mella Carissa Gunawan Mukti, Yayon Pamula NABIILAH, NOVA ALIFFIA Nabila, Putri Izatin Nie, Jocelyn Poandy, Bernadeth Ivana Prita Ayu Kusumawardhany Prita Ayu Kusumawardhany Rachmanda, Mochammad Rozzaqi Rani, Karina Citra Salsabilla, Anisa Sasangka, Jonathan Angelo Selvi Wijaya Shella Karlina Gonaldy Siti Rahayu Siti Rahayu Stefanus Budy Widjaja Tanjung, Priskilla Maurin Wijaya Tedjakusuma, Adi Prasetyo Veny Megawati Wendy Sutanto Winny Handayani Wong, Kelvin Yunike Senopadang Yuriko Winarto