The Impact of E-Service Quality and E-Satisfaction to E-Loyalty
Bella Nisa Rachmawati, Lili Adi Wibowo, Heny Hendrayati

UNIVERSITAS PENDIDIKAN INDONESIA

Abstract

Introduction - E-Service Quality is one of the elements that companies use to work better to create satisfaction and generate loyalty. This study tries to reveal the impact of E-Service Quality on E-Loyalty with E-Satisfaction as a moderating effect.
Purpose - This study aims to examine the effect of E-Service Quality on E-Loyalty through E-Satisfaction.
Methodology/Approach - The sampling used is non-probability sampling with the type of simple random sampling. The research was conducted by distributing questionnaires to a sample of 48 Shopee customer respondents. The results of the survey analysis using multiple regression analysis.
Findings - The results show that E-Service Quality directly has a significant positive effect on E-Satisfaction, E-Service Quality influences E-Loyalty through E-Satisfaction, E-Service Quality has no direct effect on E-Loyalty..
Originality/ Value/ Implication - The world is moving towards the digital era, E-Service Quality plays an important role in creating customer satisfaction that will lead to customer loyalty.

Keywords: E-Service Quality, E-Satisfaction, E-Loyalty, E-Commerce

Topic: Marketing Management