JURNAL MANAJEMEN MOTIVASI
Vol 22 No 1 (2026): Jurnal Manajemen Motivasi

The Effect Of E-Service Quality And Perceived Value On Customer Loyalty The Mediation Role Of Customer Satisfaction (Case study on Lazada users)

Nurkholis Akbar (Unknown)
Dwi Cahya , Agus (Unknown)
Diansepti Maharani, Bernadetta (Unknown)

Article Info

Publish Date
15 Feb 2026

Abstract

This study examines the influence of E-Service Quality on Customer Satisfaction in digital service environments. The objective is to analyze how dimensions of e-service quality affect customer satisfaction levels. The research employs a quantitative approach using survey data analyzed through validity, reliability, and hypothesis testing. The results indicate that E-Service Quality has a positive and significant effect on Customer Satisfaction. These findings imply that improving efficiency, reliability, responsiveness, and security of online services enhances customer satisfaction and strengthens competitive advantage.

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Journal Info
JURNAL MANAJEMEN MOTIVASI
Website

Abbrev

jm_motivasi

Publisher

Universitas Muhammadiyah Pontianak

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Jurnal Manajemen Motivasi (JMM) adalah Jurnal Ilmiah Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Pontianak yang diterbitkan secara berkala 2 (dua) kali dalam satu tahun (Juni dan Oktober) sebagai sarana untuk menyebarluaskan hasil penelitian dan ilmu pengetahuan di bidang ilmu manajemen ...