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Yohanes Totok Suyoto
Universitas Jambi
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Pengaruh E-Service Quality Terhadap E-Loyalty Melalui E-Satisfaction Reza Effendi; Musnaini Musnaini; Yohanes Totok Suyoto
Jurnal Dinamika Manajemen Vol. 11 No. 4 (2023): Jurnal Dinamika Manajemen
Publisher : Prodi Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jdm.v11i4.28066

Abstract

ABSTRACT This research aims to determine the influence in the perspective of E-Service Quality, E-Loyalty and E-Satisfaction. This study used a quantitative method with the Partial Least Square (PLS) data analysis tool and assisted with SmartPLS 4.0 software. The subjects of this study were users of the Lazada e-commerce platform in Jambi City. The sampling technique used was purposive sampling. The number of samples used in this study was 100. The results showed that e-service quality had a positive and significant effect on e-loyalty, e-service quality had a significant effect on e-satisfaction, and e-satisfaction could affect electronic loyalty. With the e-satisfaction variable in this study can influence or mediate between e-loyalty and e-service quality variables, the findings of this study support a partial mediating effect. Keywords: E-Service Quality, E-Loyalty, E-Satisfaction.
Co-Authors Musnaini Musnaini Reza Effendi