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All Journal Indonesian Journal of Economics, Business, Accounting, and Management
Kristanto, Yoga Ajie
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Economics, Econometrics & Finance Social Sciences

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Analysis of The Relationship between E-Service Quality, E-Satisfaction, and E-Loyalty in Indonesia E-Commerce Sector Kristanto, Yoga Ajie
Indonesian Journal of Economics, Business, Accounting, and Management (IJEBAM) Vol 3 No 3 (2025): Volume 3, No. 3, 2025
Publisher : PT SOLUSI EDUKASI BERDIKARI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63901/ijebam.v3i3.133

Abstract

This study analyzes the relationship between e-service quality, e-satisfaction, and e-loyalty in the e-commerce sector in Indonesia. The sample used in this study had used or bought goods from e-commerce, had an account or membership of one or more e-commerce operating in Indonesia, both men and women with an age range of 17-60 years totaling 200 respondents. This study used the variables e-service quality, e-satisfaction, and e-loyalty. The data collection technique in this study was using a questionnaire which was then analyzed using the Structural Equation Model (AMOS v 23). The results indicate that e-service quality has a significant positive effect on e-satisfaction. E-satisfaction has a significant positive relationship with e-loyalty. E-service quality has a significant positive effect on e-loyalty. E-satisfaction can mediate the relationship between e-service quality and e-loyalty in a significant positive manner.
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