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All Journal Interdisciplinary Social Studies
Fanandi, Rizal Helga Sutan
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Environmental Science Languange, Linguistic, Communication & Media Public Health Social Sciences

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Antecedents of E-Loyalty as Research for the Quick Commerce Industry Setiyono, Agus Eko; Chandrawatisma, Chodilis; Fanandi, Rizal Helga Sutan; Heriyati, Pantri
Interdisciplinary Social Studies Vol. 2 No. 8 (2023): Special Issue
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v2i8.456

Abstract

Background: Quick Commerce is currently the third generation business model after conventional stores and e-commerce, currently very attractive and huge market potential. Aim: The purpose of this study is to analyze the impact of E-Service quality on  customer satisfaction and E-Loyalty of q-commerce customers in Indonesia. Method: The study was designed cross-sectionally  using a well-structured questionnaire so that holistic information could be obtained on 341 q-commerce customers in  Indonesia who often use  the platform in fulfilling their daily needs. The research instrument is validated, then the collected data is analyzed using Smart Partial Least Square (PLS) for hypothesis testing. Findings: The results revealed a statistically significant positive relationship between service quality and its dimensions (safety, reliability, convenience, responsiveness), customer loyalty, and customer satisfaction. This research contributes to the study of online shopping  on q-commerce platforms and provides advice over possible factors that may influence E-Service quality decisions.
Co-Authors Chandrawatisma, Chodilis Pantri Heriyati Setiyono, Agus Eko