The Effect of E-Service Quality, E-Trust and E-WOM on E-Customer Loyalty at Lazada Marketplace in Sidoarjo
Pengaruh E-Service Quality, E-Trust dan E-WOM terhadap E-Customer Loyalty pada Marketplace Lazada di Sidoarjo
DOI:
https://doi.org/10.21070/ups.4466Keywords:
E-Service Quality, E-Trust, E-Wom, E-LoyaltyAbstract
The rapid growth of the online marketplace has created competition between marketplaces in Indonesia. The emergence of various new marketplaces that are growing now allows consumers to move from one platform to another. This challenge must be faced by marketplaces in maintaining consumer loyalty. The purpose of this study was to determine the effect of e-service quality, e-trust and e-wom on Lazada e-customer loyalty. This research is a descriptive research using quantitative methods. The population of this study is users of the Lazada marketplace in Sidoarjo. Sampling using non-probability sampling techniques with purposive sampling techniques with a total sample of 96 people. Data analysis technique using Partial Least Square using Smart-PLS 3.0 program. The results of this study indicate that e-service quality, e-trust and e-wom partially affect e- loyalty.
Downloads
References
C. M. Annur, ‘E-commerce, Sektor Penyumbang Ekonomi Digital Terbesar Indonesia pada 2023’, 2023. https://databoks.katadata.co.id/datapublish/2023/11/06/e-commerce-sektor-penyumbang-ekonomi-digital-terbesar-indonesia-pada-2023 (accessed Nov. 13, 2023).
D. Rintasari and N. Farida, ‘Pengaruh E-Trust dan E-Service Quality terhadap E-Loyalty melalui E-Satisfaction (Studi pada Pengguna Situs E-Commerce C2C Shopee di Kabupaten Sleman)’, J. Ilmu Adm. Bisnis, vol. 9, no. 4, pp. 539–547, 2020, doi: 10.14710/jiab.2020.28803.
Indra Wijaya and Dorothy R.H, Pandjaitan, ‘The Effect of E-Satisfaction and E-Trust Towards E-Loyalty on Shopee Customers in Bandar Lampung’, Int. J. Sci. Multidiscip. Res., vol. 1, no. 4, pp. 257–266, 2023, doi: 10.55927/ijsmr.v1i4.3950.
A. M. Liani and A. Yusuf, ‘Pengaruh E-Trust terhadap E-Loyalty Dimediasi oleh E-Satisfaction pada Pengguna Dompet Digital Gopay’, YUME J. Manag., vol. 4, no. 1, pp. 138–149, 2021, doi: 10.37531/yume.vxix.445.
A. Y. Rahmawati, ‘Analisis Pengaruh E-Service Quality, Trust dan E-WOM Terhadap Customer Loyalty Dengan Satisfaction Sebagai Variabel Intervening (Studi Pada Masyarakat Pengguna Tokopedia)’, 2023.
A. R. Putri and W. D. Lestari, ‘Pengaruh Online Customer Review, Online Customer Rating, E-Service Quality Dan Price Terhadap Keputusan Pembelian Pada Marketplace Shopee (Studi Kasus Pada Mahasiswa Universitas Muhammadiyah Surakarta)’, Eqien - J. Ekon. dan Bisnis, vol. 11, no. 1, pp. 1474 – 1481, 2022, [Online]. Available: https://stiemuttaqien.ac.id/ojs/index.php/OJS/article/view/884.
A. R. Pulakiang, I. M. N. Wiranatha, and J. R. Batmetan, ‘Analisis Kualitas LAyanan E-Commerce Menggunakan Twitter API (Studi Kasus: Tokopedia, Lazada dan Bukalapak)’, IJIS - Indones. J. Inf. Syst., vol. 4, no. 1, p. 25, 2019, doi: 10.36549/ijis.v4i1.47.
R. A. Kartono and I. Halilah, ‘Pengaruh E-Trust Terhadap E-Loyalty (Studi Pada Seller Di Bukalapak)’, Polban IRWNS, vol. 1, no. 1, pp. 1204–1213, 2019.
N. L. Kamilah and R. Abadiyah, ‘The Influence of Content Marketing , Influencer Marketing , and Electronic Word of Mouth ( E-WOM ) on Tiktokshop Consumer Purchase Decisions’, pp. 1–17, 2023.
E. Purwanda and T. Wati, ‘Pengaruh Electronic Word Of Mouth, Kepercayaan, Dan Kepuasan Terhadap Loyalitas Pelanggan (Survey Pada Pelanggan Lazada di Wilayah Bandung Timur)’, Pros. FRIMA (Festival Ris. Ilm. Manaj. dan Akuntansi), vol. 18, no. 1, pp. 508–514, 2018, doi: 10.55916/frima.v0i1.236.
F. E. Hidayah and N. Suryadi, ‘Pengaruh E-Service Quality Terhadap E-Loyalty Melalui E-Satisfaction pada Pengguna E-Commerce Tokopedia’, J. Ilm. Mhs., vol. 9 No 2, pp. 1–17, 2021.
M. G. Saragih, ‘Pengaruh E-Service Quality Terhadap E-Loyalty Melalui E-Satisfaction (Studi Pada Pelanggan Toko Online Shopee di Kota Medan)’, J. Mantik Penusa, vol. 3, pp. 190–195, 2019, doi: 10.26487/jbmi.v15i3.4543.
M. L. Alfarobi and T. Widodo, ‘Pengaruh E-Trust, E-Service Quality Terhadap E-Loyalty Melalui E-Satisfaction Sebagai Variabel Intervening Pada Pengguna Aplikasi Tokopedia Di Kota Bandung’, J. Manaj., vol. 10, no. 2, p. 840, 2023.
K. K. Waruwu and S. H. Sahir, ‘Pengaruh E-Service Quality dan Brand Image Terhadap E-Loyalty pada Pengguna Aplikasi Shopee’, J. Bus. Econ. Res., vol. 3, no. 3, pp. 335–341, 2022, doi: 10.47065/jbe.v3i3.2298.
C. Berliana and Sanaji, ‘Effect Of E-Service Quality, E-Trust, And Commitment On E-Loyalty With E-Satisfaction As A Mediation Variable Pengaruh E-Service Quality, E-Trust, Dan Commitment Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Mediasi’, Manag. Stud. Entrep. J., vol. 3, no. 4, pp. 2397–2413, 2022, [Online]. Available: http://journal.yrpipku.com/index.php/msej.
H. Hasan, H. H. Al-Dmour, and R. H. Al-Dmour, ‘The effect of E-WOM on E-Loyalty: The mediating Role of E-Satisfaction’, Int. J. Cust. Relatsh. Mark. Manag., vol. 11, no. 3, pp. 82–100, 2020, doi: 10.4018/IJCRMM.2020070105.
T. S. P. Sirait, H. Welsa, and P. D. Cahyani, ‘Analisis Pengaruh E-Service Quality dan E-WOM Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening Pada Pengguna Dompet Digital Dana’, J. Ekobis Dewantara, vol. 5, no. 1, pp. 105–117, 2022.
U. Rumefi, ‘Pengaruh Term of Payment, Compling Handling Dan E-WOM Terhadap Customer Loyalty’, J. Transparan STIE Yadika Bangil, pp. 1–6, 2021, [Online]. Available: http://e-jurnal.stie-yadika.ac.id/index.php/jtsyb/article/view/1%0Ahttp://e-jurnal.stie-yadika.ac.id/index.php/jtsyb/article/download/1/1.
S. Ditamei, ‘Research Gap Adalah: Jenis dan Cara Menemukannya’, 2022. https://finance.detik.com/solusiukm/d-6347153/research-gap-adalah-jenis-dan-cara-menemukannya.
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.
Rufina Pramuditha, Syarifah Hudayah, and Herning Indriastuti, ‘Pengaruh Service Quality, E-Trust Terhadap E-Satisfaction Dan E-Loyalty Konsumen’, Sketsa Bisnis, vol. 8, no. 2, pp. 123–134, 2021, doi: 10.35891/jsb.v8i2.2632.
N. F. R. Rahman and S. Listyorini, ‘Pengaruh E-Servicescape dan E-Service Quality Terhadap E-Satisfaction Pada Tokopedia (Studi pada Pengguna Aplikasi Tokopedia di Kota Semarang)’, J. Ilmu Adm. Bisnis, vol. 10, no. 3, pp. 1344–1354, 2022, doi: 10.14710/jiab.2021.32254.
A. tasya Ramadhani, M. A. Salim, and I. Athia, ‘Pengaruh E-Service Quallity, E-Trust, dan E-Satisfaction terhadap E-Loyality Pelanggan Shopee (Studi Kasus Mahasiswa Universitas Islam Malang Angkatan 2019)’, vol. 12, no. 02, pp. 1951–1962, 2019.
R. Nastiti, D. Prayunda, N. Ika, and K. Wardani, ‘Analysis Of E-Trust And E-Wom On E-Loyalty For Tokopedia Users In Surabaya Analisis E-Trust Dan E-Wom Terhadap E-Loyalty Pada Pengguna Tokopedia Di’, vol. 4, no. 5, pp. 5496–5507, 2023.
Y. Damayanti, ‘Kajian Literatur Efektivitas Electronic Word Of Mouth (E-Wom) Dalam Meningkatkan Minat Beli Konsumen Di Sosial Media’, J. Manaj. dan Inov., vol. 2, no. 1, pp. 31–45, 2020, doi: 10.15642/manova.v2i1.354.
R. A. N. Valentina, ‘Pengaruh E-Satisfaction Terhadap E-Loyalty Dengan Trust Sebagai Variable Intervening Pada Aplikasi Fintech OVO’, J. Strateg. Pemasar., vol. 7, no. 1, p. 8, 2020.
S. Suprapti and Suparmi, ‘Membangun E-Loyality dan E-Satisfaction melalui E-Service Quality Pengguna Goride Kota Semarang’, J. Konsep Bisnis dan Manaj., vol. 6, no. 2, pp. 240–255, 2020, doi: 10.31289/jkbm.v6i2.3795.
Sugiyono, Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: CV Alfabeta, 2022.
J. F. H. Jr, G. T. M. Hult, C. M. Ringle, M. Sarstedt, N. P. Danks, and S. Ray, Partial Least Aquares Structural Equation Modeling (PLS-SEM) Using R. Switzerland, 2021.
J. F. Hair, G. T. M. Hult, C. M. Ringle, and M. Sarstedt, A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) Third Edition. United States of America: SAGE Publications, Inc., 2022.
Downloads
Additional Files
Posted
License
Copyright (c) 2024 UMSIDA Preprints Server
This work is licensed under a Creative Commons Attribution 4.0 International License.
