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All Journal Jurnal Pendidikan Ekonomi (JUPE)
Sari, Wulan Dia Nopita
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Economics, Econometrics & Finance Education

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Pengaruh e-service quality terhadap custome loyalty dengan customer trust sebagai variabel mediasi Sari, Wulan Dia Nopita; Rahmidani, Rose
Jurnal Pendidikan Ekonomi (JUPE) Vol. 13 No. 3 (2025)
Publisher : Universitas Negeri Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26740/jupe.v13n3.p346-357

Abstract

This study aims to analyze the influence of e-service quality and e-word of mouth on customer loyalty with customer trust as a mediating variable on ShopeeFood service users in Padang City. The population in this study were Padang City residents who had used ShopeeFood services twice, with a sample size of 100 respondents selected through a purposive sampling technique. Data analysis was carried out using the Structural Equation Modeling method with the Partial Least Square (SEM-PLS) version 4.0 approach. The results of the analysis show that e-service quality, e-word of mouth, and customer trust have a positive and significant influence on customer loyalty. Furthermore, e-service quality and e-word of mouth have a positive and significant influence on customer trust. E-service quality has a positive and significant influence on customer loyalty through customer trust as a mediating variable. Meanwhile, e-word of mouth has a positive and significant influence on customer loyalty through customer trust as a mediating variable.
Co-Authors Rose Rahmidani