The influence of e-service quality on e-loyalty on Soco by Sociolla online retail customers in Indonesia

Cheryl Budiono (Faculty of Business and Economics, University of Surabaya, Surabaya)
Prita Kusumawardhany (Faculty of Business and Economics, University of Surabaya, Surabaya)

Southeast Asian Journal of Service Management
Vol. 2 No. 3 (2025): Consumer Engagement and Digital Influence

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.