Article
Pengaruh E-Service Quality Dan E-Trust Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening
Jurnal Manajemen, Bisnis dan Organisasi (JUMBO), Vol. 7 No. 3 (2023), hlm. 523–536
Abstrak
The purpose of this study was to determine and analyze the effect of e-service quality and e-trust on e-loyalty with e-satisfaction as an intervening variable, a study on Shopee e-commerce customers in Kendari City. The approach of this research is survey with associative/correlational design. Data collection is done by using an instrument in the form of a questionnaire. The population of this research is Shopee customers in Kendari City as many as 126 people. The determination of the number of samples is carried out using a census. The analytical tool used is SEM with the AMOS program package. The results showed that e-Service Quality had a positive and significant effect on e-Satisfaction. E-trust has a positive and significant effect on e-Satisfaction. E-Service Quality has a positive and significant effect on e-Loyalty. E-trust has a positive and significant effect on e-Loyalty. E-Satisfaction has a positive and significant effect on e-Loyalty. E-Satisfaction is positively and significantly able to mediate the effect of e-Service Quality on e-Loyalty. E-Satisfaction is positively and significantly able to mediate the effect of e-trust on e-Loyalty