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All Journal Jurnal Gamma Jurnal Sain Veteriner MEDIA ELEKTRIKA Majalah Ilmiah Teknologi Elektro Paramita: Historical Studies Journal Journal of Consumer Science Catharsis JOIV : International Journal on Informatics Visualization Journal of Consumer Sciences Jurnal Penelitian Pendidikan IPA (JPPIPA) Jurnal SOLMA Khadimul Ummah Journal of Social Dedication MATRIK : Jurnal Manajemen, Teknik Informatika, dan Rekayasa Komputer Jurnal Nasional Pendidikan Teknik Informatika (JANAPATI) Journal of Innovation in Business and Economics EDUMATIC: Jurnal Pendidikan Informatika Jurnal Perilaku dan Strategi Bisnis Abdi Masyarakat ASSET: Jurnal Manajemen dan Bisnis Jurnal Teknik Informatika (JUTIF) Jurnal Teknimedia: Teknologi Informasi dan Multimedia Prosiding Konferensi Nasional PKM-CSR Jurnal Begawe Teknologi Informasi SainsTech Innovation Journal Jurnal Karya Pengabdian Teknik Mesin Jurnal Kabar Masyarakat JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Jurnal INFOTEL Jurnal Pengabdian Kepada Masyarakat (JPKM) Jurnal Pengabdian Masyarakat dan Riset Pendidikan Infact: Jurnal Sains dan Komputer Majalah Ilmiah Teknologi Elektro Jurnal Wicara Desa SainsTech Innovation Journal
Heri Wijayanto
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Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Nursing Physics Public Health Social Sciences Veterinary Other

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Journal : Journal of Consumer Science

 1 
Improving The E-Satisfaction and E-Loyalty Based on E-Trust and E-Service Quality on Shopee Customer Kuska, Dila Ayu Ramanda; Wijayanto, Heri; Santoso, Adi
Journal of Consumer Sciences Vol. 9 No. 1 (2024): Journal of Consumer Sciences
Publisher : Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29244/jcs.9.1.22-39

Abstract

The lack of consumer disloyalty in the shopping process, especially amid Shopee's dominance as a market leader, is the focal point of this research. Shopee managed to achieve top rankings in shaping customer loyalty in the online marketplace. This study aimed to identify several factors that affect customer loyalty on the Shopee platform through trust, good service at Shopee, and satisfaction. Considers related to the important role e-satisfaction plays as a mediating variable in understanding the impact of e-trust and e-service quality on Shopee customer loyalty. A quantitative research design was used, with 100 respondents receiving a questionnaire via Google Form, using simple random sampling techniques in data collection. Data analysis was performed through Structural Equation Modeling (SEM) using the SMART PLS application. Research findings show that the impact of e-trust on Shopee consumer loyalty is quite significant and that the quality of e-service also significantly impacts Shopee customer e-loyalty. In contrast, e-satisfaction is a mediator that significantly affects customers’ e-loyalty levels. Managers must focus on improving the quality of e-services for customer satisfaction. This can include continuous measurement and improvement in website consistency, response speed, and information availability.
Co-Authors Adi Santoso Afwani, Royana Agitha, Nadiyasari Agus, I Made Agus Tresna Agustina Dwi Wijayanti Ahmad Fatoni Dwi Putra Ahmad Musnansyah Ahmad Zafrullah Mardiansyah Aiyah Akbar, Andi Hary Alfalah*, Muhammad Fathi Alfalah, Muhammad Fathi Alip Sugianto Alip Sugianto, Alip Aliyah Aliyah Andara, Melki Jonathan Ardi, Komala Khairani Ari Hernawan Arief Sulistiyono Arifianto, Dinar Ashrisnaini, Yudhia Azmi, Muhamad Nizam Baiq Rohiyatun Bimantari, Joselina Rizki Budi Irmawati Budiman Wijaya Cahya Damarjati Chamidah, Siti Chen, Hsing-Chung Chen, Yeong-Chin Deni Saputra Dewi Intan Kurnia Djuwitaningsih, Ekapti Wahjuni Eka Dwi Nurcahya, Eka Dwi Ellysabeth Usmiatiningsih Fadlurrahman, Firgi Febriyansyah, Benny Fitriani Fitriani Futaqi, Faruq Ahmad Garnika, Eneng Gilang, Aditia Hadi Sumarsono Haeni Budiati Hardyansah, Fitrah Huwae, Raphael Bianco I B K Widiartha I Gede Pasek Suta Wijaya I Wayan Agus Arimbawa, I Wayan Agus Ida Bagus K Widiartha Irma Putri Rahayu Jatmika, Andy Hidayat Jatmika, Andy Hidayat Khairani Ardi, Komala Kurrotaa'yun, Baiq Dwi Zulianti Kuska, Dila Ayu Ramanda Latifah, Nur Izza Ma'we, Hannatul Maharani, Sisilia Nabilla Mahendra Putra Raharja Mardiansyah, Ahmad Zafrullah Moh. Ali Wisudawan Prakara Moh. Ali Wisudawan Prakarsa S Muh. Ibnan Syarif, Muh. Ibnan Muhammad Ari Rifqi Munaji, Munaji Murpratiwi, Santi Ika Nabilla Maharani, Sisilia Naning Kristiyana, Naning Noor Alamsyah Octariana, Ghina Briliana Fatin Praseba, Diki Purnomo, Rochmat Aldy Putra, I Gede Darmawan Adi Pratama Rachmadia, Rizki Rahaman, Mosiur Rahman, Pradita Dwi Ramadhani, Rizky Insania Rayani, Dewi Reyhan Adiba, Rahmat Rhesma Intan Vidyastari Rian Maulidani, Ahmad Riyanto, Didik Rizky, Dimas Maulana Rohmayani, Laeli Rosika, Herliana Saputra, Asep Rokhyadi Permana Saputri, Meilan Yulia Satria Utama, Satria Setyo Budhi Sideman, Ida SRI ANGGRAINI Sri Hartono, Sri Sritrisniawati, Shella Elly Sunarto Sunarto Sunneng Sandino Berutu Suparjo Tajul Ma’arif, Muh Toha Ardi Nugraha Trinanda Putra, Karisma Tulus Haryono, Tulus Utami, Wiwid Vandha Pradwiyasma Widartha Wedashwara Wirawan, I Gede Putu Wirarama Wedashwara, Wirarama Wesdawara, Wirarama Widanta, I Putu Widia Lingga, Elza Widodo, Agung Mulyo Widowati Siswomihardjo Widya Oktary Setiawardhani Widyani, Aprilian Widyani, Aprillian Wiraguna, Diky Wirawan, I Gde Putu Wirarama Wedashwara Wisnujati, Andika Witarsana, I Nengah Dwi Putra Wulandari, Fidyah Ajeng Zahra, Dinda Zahrani, Nurul Qalbi Zubaidi, Ariyan