The Effect of E-Service Quality on E-Loyalty, with E-Trust as an Intervening Variable, Among Users of the Livin by Mandiri App in Bandung

Kusnara, Hasti Pramesti
Nurdiansyah
Wulandari, Yunita Sri

Equator Journal of Management and Entrepreneurship
Vol. 14 No. 4 (2026): Equator Journal of Management and Entrepreneurship

This study aims to examine the direct and indirect effects of E-Service Quality on E-Loyalty through E-Trust as an intervening variable among Livin By Mandiri customers. This study uses primary data collected by distributing a questionnaire via Google Forms to users who have transacted with Livin By Mandiri within the past year and reside in Bandung, comprising 100 samples selected using non-probability sampling. The data analysis tool used in this study was SPSS 27.0. The results of this study indicate that E-Service Quality has a direct effect on E-Loyalty. E-Service Quality has a direct effect on E-Trust. E-Trust has a direct effect on E-Loyalty. Furthermore, E-Service Quality has an indirect effect on E-Loyalty through E-Trust.