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All Journal Jurnal Gamma MEDIA ELEKTRIKA Majalah Ilmiah Teknologi Elektro Journal of Consumer Science Catharsis Journal of Consumer Sciences Jurnal Penelitian Pendidikan IPA (JPPIPA) 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 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 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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Journal : Journal of Consumer Science

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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 Ahmad Zafrullah Mardiansyah Aiyah Alip Sugianto Aliyah Aliyah Andara, Melki Jonathan Ardi, Komala Khairani Ari Hernawan Arief Sulistiyono Ashrisnaini, Yudhia Azmi, Muhamad Nizam Baiq Rohiyatun Budiman Wijaya Deni Saputra Dewi Intan Kurnia Eka Dwi Nurcahya, Eka Dwi Ellysabeth Usmiatiningsih Fadlurrahman, Firgi Febriyansyah, Benny Fitriani Fitriani Garnika, Eneng Gilang, Aditia Hardyansah, Fitrah I B K Widiartha 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 Noor Alamsyah Octariana, Ghina Briliana Fatin Praseba, Diki Putra, Ahmad Fatoni Dwi Putra, I Gede Darmawan Adi Pratama Rahaman, Mosiur Rahman, Pradita Dwi Rayani, Dewi Reyhan Adiba, Rahmat Rhesma Intan Vidyastari Rian Maulidani, Ahmad Riyanto, Didik Rohmayani, Laeli Rosika, Herliana Saputra, Asep Rokhyadi Permana Satria Utama, Satria Sideman, Ida SRI ANGGRAINI Sunarto Sunarto Suparjo Tajul Ma’arif, Muh Tulus Haryono, Tulus Utami, Wiwid Wedashwara Wirawan, I Gede Putu Wirarama Wedashwara, Wirarama Wesdawara, Wirarama Widia Lingga, Elza Widya Oktary Setiawardhani Widyani, Aprilian Widyani, Aprillian Wiraguna, Diky Wirawan, I Gde Putu Wirarama Wedashwara Wulandari, Fidyah Ajeng Zahra, Dinda Zubaidi, Ariyan