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All Journal Journal of Enterprise and Development (JED) Jurnal Indonesia Sosial Teknologi
Gilang Pratama Hafidz
Universitas Esa Unggul, Indonesia
Computer Science & IT Economics, Econometrics & Finance Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Impact of E-Service Quality in Customer E-Loyalty of Marketplace with the Role of E-Satisfaction as Mediation Gilang Pratama Hafidz; Muhamad Khaidir Ali
Jurnal Indonesia Sosial Teknologi Vol. 5 No. 7 (2024): Jurnal Indonesia Sosial Teknologi
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jist.v5i7.1234

Abstract

In the e-commerce sector, attaining customer loyalty is a formidable task that necessitates particular focus from firms to outdo their contenders. This study sought to comprehensively comprehend the impact of e-service quality (e-SQ), encompassing seven utilitarian and two hedonic aspects, on customer e-loyalty in the marketplace. Both e-satisfaction and perceived value were examined as moderators and mediators, respectively, to provide a more empirical perspective. The study distributed online questionnaires to 265 participants between the ages of 18 and 60 who made at least two purchases from the top five Indonesian marketplaces within the last three months and reside in Greater Jakarta (Jabodetabek). The collected data underwent analysis using Structural Equation Modeling - Partial Least Square (SEM-PLS). The findings indicated that e-S) has the potential to enhance customer e-satisfaction. Similarly, e-SQ can enhance customer loyalty both directly and indirectly by in-creasing e-satisfaction. Additionally, customer satisfaction with the electronic plat-form has a positive impact on e-loyalty. Notably, perceived value does not play a moderating role in the influence of both factors. This study indicates that businesses operating in the e-commerce sector could enhance e-SQ factors like enjoyment, system availability, fulfillment, and efficiency to maximize e-satisfaction and e-loyalty.
Mediating role of relationship quality between customer experience, perceived value, and sustainable intention in the online transportation industry Gilang Pratama Hafidz; Even Hendrian
Journal of Enterprise and Development (JED) Vol. 5 No. Special-Issue-2 (2023): Journal of Enterprise and Development (JED)
Publisher : Faculty of Islamic Economics and Business of Universitas Islam Negeri Mataram

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Abstract

Purpose — This study aims to investigate the direct and indirect relationship among customer experience, perceived value, and relationship quality on sustainable intention within the online transportation industry.Method — Data were collected from 310 respondents, aged 17 years old and over, who had used its services at least twice in the past month and are domiciled in Jabodetabek. The data were analyzed using PLS-SEM.Result — The results of this research showed that perceived value has a positive effect on relationship quality. Customer experience positively affects perceived value, and customer experience also positively affects sustainable intention. Additionally, perceived value has a positive influence on sustainable intention, but customer experience does not affect relationship quality. Similarly, relationship quality has no effect on sustainable intention. Furthermore, relationship quality has not been proven to mediate either the relationship between perceived value and sustainable intention or the relationship between customer experience and sustainable intention.Contribution — The academic contribution of this study lies in its emphasis on a specific and novel research focus. Unlike previous studies that have taken a broad approach to investigating social media commerce, this research introduces a distinctive perspective by narrowing its scope exclusively to the online transportation application.
Co-Authors Even Hendrian Muhamad Khaidir Ali