Indonesian Journal of Law and Economics Review
Vol. 19 No. 2 (2024): May

E-Service Quality Dynamics and Global Customer Loyalty Impact: Dinamika Kualitas Layanan Elektronik dan Dampak Loyalitas Pelanggan Global

Rahmayanti , Siti Rahardhini Dwi (Unknown)
Oetarjo, Mas (Unknown)

Article Info

Publish Date
27 May 2024

Abstract

This study examines how e-service quality, e-satisfaction, and e-trust affect e-customer loyalty among Shopee users in Sidoarjo. Using a quantitative approach with a sample of 96 participants, data analysis via partial least squares (PLS) reveals significant impacts on e-customer loyalty. Implications suggest Shopee should enhance responsiveness and accuracy for improved customer loyalty. Limitations include a small sample size and focus on specific variables, prompting future research to explore additional factors such as online shopping experience. Highlight: E-commerce loyalty dynamics. Quantitative analysis method. Enhancing Shopee's competitiveness. Keyword: e-service quality, e-satisfaction, e-trust, e-customer loyalty, Shopee

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Journal Info
Indonesian Journal of Law and Economics Review
Website

Abbrev

ijler

Publisher

Universitas Muhammadiyah Sidoarjo

Subject

Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice

Description

Indonesian Journal of Law and Economics Review (IJLER) is published by Universitas Muhammadiyah Sidoarjo four times a year. This journal provides immediate open access to its content on the principle that making research freely available to the public supports a greater global exchange of ...