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All Journal Southeast Asian Journal of Service Management
Cheryl Budiono
Faculty of Business and Economics, University of Surabaya, Surabaya
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The influence of e-service quality on e-loyalty on Soco by Sociolla online retail customers in Indonesia Cheryl Budiono; Prita Kusumawardhany
Southeast Asian Journal of Service Management Vol. 2 No. 3 (2025): Consumer Engagement and Digital Influence
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v220

Abstract

This study aims to determine the influence between e-service quality, e-satisfaction, e-trust, and e-loyalty. The research object used in an online retail application SOCO by Sociolla in Indonesia. The data was processed using software named Smart PLS 3 with 190 primary data obtained through respondents and customers of SOCO by Sociolla in Indonesia. The results of this study indicate a supported relationships of efficiency on e-satisfaction and e-trust, privacy on e-satisfaction and e-trust, reliability on e-satisfaction and e-trust, emotional benefit on e-satisfaction, customer service on e-trust, e-trust on e-satisfaction, e-satisfaction on behavioural loyalty and attitudinal loyalty, e-trust on attitudinal loyalty, and then behavioural loyalty on attitudinal loyalty. In addition, there are non-supported relationships namely emotional benefit to e-trust, customer service to e-satisfaction, and then e-trust to behavioural loyalty.
Co-Authors Prita Kusumawardhany