Effect of E-Service Quality E-Satisfaction and E-Trust on E- Customer Loyalty. (Study on Marketplace Shopee Users in Sidoarjo)
Pengaruh E-Service Quality, E-Satisfaction, dan E-Trust terhadap E-Customer Loyalty. (Studi pada Pengguna Marketpalce Shopee di Sidoarjo)
DOI:
https://doi.org/10.21070/ups.2973Keywords:
E-Service Quality, E-Satisfaction, E-Trust, E-Customer Loyalty, ShopeeAbstract
The aim of this research is to determine the role of e-service quality, e-satisfaction and e-trust on e-customer loyalty. This research uses a quantitative approach method. The population in this study are marketplace shopee users in Sidoarjo. Sampling using probability sampling technique with sampling technique using random sampling method with a total sample of 96 people. Data analysis used the partial least squares (PLS) method with the smartPLS 3.0 application. This study shows the results that e-service quality, e-satisfaction and e-trust have a significant effect on e-customer loyalty among marketplace shopee users in Sidoarjo.
Downloads
References
M. R. Masitoh, H. A. Wibowo, and K. Ikhsan, “Pengaruh Kualitas Pelayanan, Kepuasan Pelanggan, dan Kepercayaan Merek Terhadap Loyalitas Pelanggan Pada Pengguna Aplikasi Mobile Shopee,” Sains Manaj., vol. 5, no. 1, pp. 101–119, 2019, doi: 10.30656/sm.v5i1.1515.
I. cynthia Setyoparwati, “Pengaruh dimensi kepercayaan(trust) konsumen terhadap kepuasan pelanggan pada e-commerce di Indonesia,” J. Ilm. MAE (Manajemen,Ekonomi,dan akutansi), vol. 3, no. 3, pp. 31–34, 2019, doi: 10.31955/mea.vol4.iss1.pp111-119.
A. A. Wiennata and W. Hidayat, “Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Konsumen Sebagai Variabel Intervening,” J. Ilmu Adm. Bisnis, vol. 8, no. 3, pp. 83–88, 2019, [Online]. Available: https://ejournal3.undip.ac.id/index.php/jiab/article/view/24021
Z. Arifin and M. Rizaldy, “Reslaj : Religion Education Social Laa Roiba Journal Sarjanawiyata Tamansiswa Reslaj : Religion Education Social Laa Roiba Journal,” Reslaj Relig. Educ. Soc. Laa Roiba J., vol. 5, no. 1, pp. 168–184, 2023, doi: 10.47476/reslaj.v5i3.1727.
P. Rita, T. Oliveira, and A. Farisa, “The impact of e-service quality and customer satisfaction on customer behavior in online shopping,” Heliyon, vol. 5, no. 10, p. e02690, 2019, doi: 10.1016/j.heliyon.2019.e02690.
M. Feroza, Muhdiyanto, and D. AP, “Creating e-loyalty on online shopping transaction through e-service quality and e-trust,” Econ. Bussiness, vol. 1, no. 1, pp. 39–45, 2018.
M. D. danial Akhmadi and E. Martini, “Pengaruh E-service quality terhadap kepuasan dan loyalitas pelanggan ovo,” J. Mitra Manaj., vol. 5, no. 11, pp. 1558–1572, 2020, [Online]. Available: http://e- jurnalmitramanajemen.com/index.php/jmm/article/view/125/69
A. S. Jameel, S. S. Hamdi, M. A. Karem, M. B. Raewf, and A. R. Ahmad, “E-Satisfaction based on E-service Quality among university students,” J. Phys. Conf. Ser., vol. 1804, no. 1, 2021, doi: 10.1088/1742- 6596/1804/1/012039.
U. Sulistiyawati, “E-Relationship Satisfaction Dan E-loyalty Ditinjau dari Peran Privacy Security Settings, Application Design dan E-trust,” J. Sketsa Bisnis, vol. 9, no. 1, pp. 91–101, 2022.
putri ratna Zunita, “Pengaruh E-Service Quality Dan E-Trust Terhadap E-Loyalty Melalui Variabel Penghubung E-Satisfaction (Studi Kasus : Pelanggan Traveloka di Surabaya),” J. Sos. Ekon. dan Polit., vol. 1, no. 53, pp. 84–92, 2020.
A. Budiman, E. Yulianto, and M. Saifi, “Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E-Loyalty Nasabah Pengguna Mandiri Online [Influencia De La Calidad Del Servicio Electrónico En La Satisfacción Electrónica Y La Lealtad Electrónica De Los Usuarios En Línea De Mandiri],” J. Profit|, vol. 14, no. 1, pp. 1–11, 2020, [Online]. Available: https://doi.org/10.21776/ub.profit.2020.014.01.1
R. Novyantri and M. Setiawardani, “The Effect Of E-Service Quality On Customer Loyalty With Customer Satisfaction As A Mediation Variable On Dana’s Digital Wallet (Study On Dana Users),” Int. J. Adm. Bus. Organ., vol. 2, no. 3, pp. 49–58, 2021.
F. Gotama and T. A. Indarwati, “The Effects of E-Trust and E-Service Quality to E-Loyalty with E- Satisfaction as the Mediation Variable (The Study of Bebas Bayar Application User’s in Indonesian),” J. Minds Manaj. Ide dan Inspirasi, vol. 6, no. 2, p. 145, 2019, doi: 10.24252/minds.v6i2.9503.
D. Rachmawati and A. Syafarudin, “Analysis of e-Service Quality and e-Trust on e-Loyalty with e- Satisfaction as an Intervening Variable in The Government e-Catalogue,” Eur. J. Bus. Manag. Res., vol. 7, no. 2, pp. 323–329, 2022, doi: 10.24018/ejbmr.2022.7.2.1377.
I. Sasono et al., “The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia,” J. Asian Financ. Econ. Bus., vol. 8, no. 4, pp. 465–473, 2021, doi: 10.13106/jafeb.2021.vol8.no4.0465.
A. Juwaini et al., “The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty,” Int. J. Data Netw. Sci., vol. 6, no. 2, pp. 477–486, 2022, doi: 10.5267/j.ijdns.2021.12.006.
I. bagus gede indra wedhana Purba, I. guusti ayu Tirtaya, and Ni, “Pengaruh E- Price Dan E- Trust Terhadap E- Loyalty Pada Era Pandemik,” E-Jurnal Ekon. Dan Bisnis Univ. Udayana, vol. 10, no. 02, pp. 99–108, 2021.
S. Rahmawaty, B. R. Kartawinata, A. Akbar, and T. I. Wijaksana, “The effect of e-service quality and E-trust on E-customer loyalty through E-customer satisfaction as an intervening variable (Study on gopay users in bandung),” Proc. Int. Conf. Ind. Eng. Oper. Manag., pp. 5495–5506, 2021.
R. F. B. Siahaan, J. Candra, I. Ivone, W. Weny, and F. Sulaiman, “The Effect of Shopee E-Service Quality on Student Customer Satisfaction at Polytechnic Cendana,” BISMA cendikia, vol. 3, no. 1, pp. 18–22, 2022.
A. Magdalena and F. Jaolis, “Analisis Antara E-Service Quality, E-Satisfaction, dan E-Loyalty Dalam Konteks E-Commerce Bukalapak,” J. Strateg. Pemasar., vol. 5, no. 2, pp. 1–11, 2018.
S. Purwati, S. Mayasari, and N. Oktyajati, “Analisis Kepuasan Pelanggan Layanan Shopeefood dengan Menggunakan Metode E-Service Quality,” Juminten, vol. 3, no. 3, pp. 1–12, 2022, doi: 10.33005/juminten.v3i1.382.
S. Rizka Khairuna Tambusai, “Pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap E- Customer Satisfaction Dan E-Customer Loyalty,” Profit, vol. 13, no. 02, pp. 72–79, 2019, doi: 10.21776/ub.profit.2019.013.02.8.
T. Tiffani and M. R. Mulyandi, “Pengaruh E-Service Quality Terhadap E-Satisfaction Pada Pengguna Aplikas Mobile,” Pros. Semin. dan Lokakarya kualitatif Indones. 2019, pp. 135–140, 2019, doi: 10.33510/slki.2019.
K. A. Ristanti and S. V. Riorini, “Pengaruh E-Service Quality Terhadap E-Satisfaction Serta Dampaknya Terhadap E-WOM Konsumen Transportasi Online,” J. Ekon. Triskati, vol. 3, no. 1, pp. 1447–1456, 2023.
S. A. Ashghar and H. Nurlatifah, “Analisis Pengaruh Perceived Ease of Use , Perceived Usefulness , dan Perceived Risk terhadap Keinginan Membeli Kembali melalui e-Trust dan s-Satisfaction,” J. Al-Azhar Indones. Seri Ilmu Sos., vol. 1, no. 1, pp. 40–52, 2020.
D. O. Melani and Rahmiati, “The influence of e-service quality, e-trust and e-satisfaction toward e-loyalty on Shopee online shopping application users,” MMS Mark. Manag. Stud., vol. 1, no. 3, pp. 253–266, 2021, doi: 10.24036/jkmp.v1i1.
Tran, V. Dat, and Q. H. Vu, “Inspecting the relationship among e-service quality, e-trust, e-customer satisfaction and behavioral intentions of online shopping customers,” Glob. Bus. Financ. Rev., vol. 24, no. 3, pp. 29–42, 2019, doi: 10.17549/gbfr.2019.24.3.29.
R. Jayaputra and S. Kempa, “Pengaruh E-Service Quality Dan E-Trust Terhadap Repurchase Intention Melalui E-Satisfaction Pada Pengguna E-Commerce,” AGORA, vol. 10, no. 1, 2022, doi: 10.37950/ijd.v4i1.193.
W. I. Maghfiroh, A. F. I. Himawan, Sukaris, and W. Krisnawati, “Pengaruh e-service quality, e-trust, dan e- satisfaction terhadap e-customer loyalty pada pengguna BRI mobile,” SENTRI J. Ris. Ilm., vol. 1, no. 2, pp. 481–486, 2022.
M. Fajar, G. Susandy, and D. W. Apriandi, “E-Trust and E-Service Quality Influence on E-Loyalty Users of Bni E-Banking in Subang District,” J. Account. Bus. Issues, vol. 01, no. 01, pp. 47–53, 2019, [Online].
Available: https://ojs.stiesa.ac.id/index.php/jabi
R. A. Kartono and I. Halilah, “Pengaruh E-Trust Terhadap E-loyalty (Studi Pada Seller Bukalapak),” J. IRWNS, pp. 1204–1213, 2019.
D. Prakosa and A. Pradhanawati, “Pengaruh E-Trust Dan E-Service Quality Terhadap E-Loyalty Dengan E- Satisfaction Sebagai Variabel Intervening (Studi Kasus Pada Pengguna Tokopedia Di Kota Semarang),” J. Ilmu Adm. Bisnis, vol. 9, no. 4, pp. 457–464, 2020, doi: 10.14710/jiab.2020.28742.
S. Rahmawaty, B. R. K. A. Akbar, and T. I. Wijaksana, “The effect of e-service quality and E-trust on E- customer loyalty through E-customer satisfaction as an intervening variable (Study on gopay users in bandung),” Proc. Int. Conf. Ind. Eng. Oper. Manag., pp. 5495–5506, 2021.
I. Ghozali, Structural Equation Modeling Metode Alternatif dengan Partial Least Squares (PLS), 4th ed. Semarang: Badan Penerbit Universitas Diponegoro, 2014.
H. Husnawati, F. Tentama, and N. Z. Situmorang, “Pengujian validitas dan reliabilitas konstruk hope,” J. Psikol. Terap. dan Pendidik., vol. 1, no. 2, p. 128, 2019, doi: 10.26555/jptp.v1i2.15136.
S. Y. Budiarsi, “Pendampingan Pengenalan Program SEM-PLS Pada Fakultas Ekonomi Universitas Merdeka Surabaya,” J. Abdimas PeKA, vol. 3, no. 2, pp. 126–134, 2020.
A. P. Ayudhitama and U. Pujianto, “Analisa Kualitas Dan Usability Berdasarkan Persepsi Pada Website Shopee,” J. Inform. Polinema, vol. 6, no. 1, pp. 61–70, 2020, doi: 10.33795/jip.v6i1.275.
Y. Selviana and B. Istiyanto, “Pengaruh Variabel Reputasi, Keamanan, dan Kemudahan Terhadap Keputusan Pembelian Masyarakat Solo di Shopee,” MABHA J., vol. 2, no. 2, pp. 63–73, 2021.
Downloads
Additional Files
Posted
License
Copyright (c) 2023 UMSIDA Preprints Server
This work is licensed under a Creative Commons Attribution 4.0 International License.
