Effect of E-Service Quality on E-Satisfaction through E-Trust as a Mediating Variable in ShopeePay Users in Cirebon City

In the business service, the main focus lies in the quality of service. Good quality service can give rise to the highest satisfaction from consumers to create an emotional bond of consumer loyalty to a product. OVO (a fintech app in Indonesia) has an interesting phenomenon to be observed, seeing that there are many complaints about failed application login access, features which are difficult to be used, difficulty in upgrading full-service, difficulty in withdrawal features. However, customer service who should be able to help users' problems is felt to be less helpful; thus, users feel abandoned. The purpose of this study is to analyze the effect of the variable e-service quality, e-customer satisfaction, e-customer loyalty on OVO application users in Indonesia. The research uses descriptive with a quantitative approach using purposive sampling, given to 108 respondents. This study uses structural equation modelling (SEM). The data was collected by distributing online questionnaires and then processed using the SmartPLS 3.0 software. The results obtained in this study are: eservice quality has a positive and significant effect on e-customer satisfaction, e-customer satisfaction has a positive and significant effect on e-customer loyalty, and e-service quality has an indirect effect on e-customer loyalty through e-customer satisfaction. For this reason, OVO should consider improving the quality of electronic services because it will affect customer satisfaction and loyalty.

This study aims to determine the effect of E-Security Service, E service quality and customer transaction security on TOKOPEDIA's Customer Satisfaction Level. The method used in this study is explanatory research (explanation) with a quantitative approach where the data source is primary and secondary data in the form of E-Commerce user data. Data were collected through questionnaires and analyzed using multiple linear regression with classical assumptions, namely the Normality Test, Multicollinearity Test, and Heteroscedasticity Test. Capital feasibility test is the coefficient of determination, F test and t test. Based on the results of the classic assumption test, it shows that E-Security Service, E service quality and customer transaction security simultaneously (together) have a significant effect on the dependent variable Tokopedia's Customer Satisfaction Level. Using a multiple regression analysis system, the results show that E-Security Service, E-service quality and customer transaction security have a partial effect on TOKOPEDIA's Customer Satisfaction Level with the E-Security Service variable value tcount 2.207 > ttable 1.675 and sig. the E-Security Service variable is 0.032 <0.05 meaning that there is a positive and significant influence between the E-Security Service variable on TOKOPEDIA's Customer Satisfaction Level, the value of the variable tcount E service quality tcount 6.897 > ttable 1.675 sig. the E-Security Service variable is 0.00 <0.05 meaning that there is a positive and significant effect between the E service quality variable on TOKOPEDIA's Customer Satisfaction Level, and the tcount E service quality variable value tcount 3.869 > ttable 1.675 sig. the E service quality variable is 0.00 <0.05 meaning that there is a positive and significant effect between the E service quality variable on TOKOPEDIA's Customer Satisfaction Level. Thus the better the E-Security Service, the E service quality and the existing customer transaction security, the higher the TOKOPEDIA Customer Satisfaction Level, conversely the worse the E-Security Service, E service quality and existing customer transaction security, the lower the Customer Satisfaction. TOKOPEDIA level

This study aims to see how E-Service Quality and Convenience of Online Services are provided to its customers. In addition, there are Dependent Variables, namely E-Customer Satisfaction and E-Loyalty Customer, to examine the level of user satisfaction and loyalty to the Livin by Mandiri M-Banking Application. Involving 170 respondents filling out questionnaires through Google Forms and distributing them to users or customers located in Jabodetabek as samples. The research design used is a quantitative Study with Cross-Sectional Approach. This study was conducted on Livin by Mandiri users in Jakarta, Bogor, Depok, Tangerang, and Bekasi (Jabodetabek). The study used a cross-sectional approach with an exploratory research type. Sample: 170 respondents (74.2% male, 25.8% female; 17 years, 8.2 %, 25 – 35 years, 31.9%, 35 – 45 years, 46.2 %, 55 years, 13.7%). Data analysis using SEM approach with Smart PLS 4.0 software. The results showed E-service quality was found not to have a positive influence on e-customer satisfaction, the convenience of online services was found to have a positive and significant influence on user satisfaction or e-customer satisfaction, e-service quality was found not to have a positive influence on e-customer loyalty, the convenience of online services and e-customer satisfaction was found to have a positive and significant influence on e-customer loyalty. E-customer satisfaction was found to have no mediating role in the relationship between e-service quality and e-customer loyalty, and e-customer satisfaction was found to have a mediating role in the relationship between Online Service Convenience and customer e-loyalty. Conclusion in the Research can test this future research model on other Mobile Banking services by analyzing banks focusing on digital services. Additional variables must be carried out to be applied to other studies by utilizing more exploratory and diverse variables in future research. Future research can expand related or similar research variables to examine the broader demographics of respondents. And can focus its research on the quality and convenience of services in the digital era and banking services.

The purpose of this study is knowing the condition of E-Service Quality, Trust, Customer Satisfaction, Loyalty Customer and in the Online Transportation competition. Knowing the effect of E-Service Quality on Customer Satisfaction. Knowing the effect of E-Service Quality on Trust. Knowing the effect of E-Service Quality on Customer Loyalty. Knowing the influence of Trust on Customer Satisfaction. Knowing the effect of Customer Satisfaction on Customer Loyalty. Knowing the Effect of E-Service Quality on Customer Satisfaction through Trust. The method used is Structural Equation Modeling (SEM) by collecting data using a questionnaire. The results of the study state that E-Service Quality has a positive effect on Customer Loyalty with the mediation of Customer Satisfaction on Online Transportation users in Indonesia.

The development of the world of business and trade cannot be separated from technological advances. Applications for ordering food and beverages facilitate consumers to order online by using smartphone when they do not have much time to come directly to the store (offline). The aim of this study is that to find out Shopee Food Indonesia, which will be a strong competitor for other food and beverage service companies. This study was a quantitative research using SPSS 25. The populations in this study were consumers who used Shopee Food with a sample of 280 respondents. Meanwhile, the analysis technique used path analysis and Sobel test. The results of the description analysis of the E-Service Quality variable on E-Customer Loyalty with E-WOM and Brand Image resulted in a value in the very good category. The results of this study show that (1) E-Service Quality is proven to have a direct positive and significant effect on E-WOM. (2) E-Service Quality is proven to have a direct positive and significant effect on Brand Image. (3) E-Service Quality is proven to have a direct positive and significant effect on E-Customer Loyalty. (4) E-Service Quality is proven to have a direct positive and significant effect on E-Customer Loyalty. (5) E-Service Quality is proven to have a direct positive and significant effect on E-Customer Loyalty. (6) E-WOM is able to mediate the relationship between the influence of E-Service Quality on E-Customer Loyalty. (7) Brand Image is able to mediate the relationship between the influence of E-Service Quality on E-Customer Loyalty. The suggestions for Shopee Food Indonesia is that it should improve the quality of the system, merchants and employees; besides, stay active on all social media such as Instagram, Facebook, Twitter, etc. It is expected that with social media, it can provide information between companies and consumers.

The amount of e-wallet providers in Indonesia is so many, so there is intense competition between each e-wallet provider. The tighter competition for e-wallet, makes users not only loyal to one type of e-wallet and makes users switch brands or providers in using an e-wallet. This study aims to investigate the factors that influence e-service quality on e-loyalty mediated by e-trust and brand image. This research is categorized as explanatory research. Respondents in this study were users of the OVO e-wallet application in Malang City, determining the number of samples in this study using a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM. The results showed that e-service quality had no significant effect on e-loyalty. E-service quality has a significant effect on e-trust, e-trust has a significant effect on e-loyalty. E-service quality has a significant effect on brand image, brand image has a significant effect on e-loyalty. E-trust and brand image can play a fully mediating role in the relationship between e-service quality and e-loyalty. OVO is expected to continue to maintain and increase e-trust because it is proven in this research that e-trust has the greatest influence on e-loyalty so that it can be a competitive advantage for OVO. Keywords: e-service quality, e-loyalty, e-trust, brand image.

ShopeeFood is an online food delivery service feature that provides online food and beverage buying and selling transactions. With the online food delivery feature, it might facilitate that people to buy food quickly and easily without having to travel far. This certainly affects how much e-service quality is provided by ShopeeFood for e-customer satisfaction and e-customer loyalty by using OFD (online food delivery) at ShopeeFood. This study is a quantitative and descriptive research with nonprobability using purposive sampling. Data processing on these findings was carried out using the SPSS version 27 software application. It was found that the level of e-customer satisfaction can be positively and significantly influenced by e-service quality. In addition, e-service quality can also have a positive and significant effect on e-customer loyalty in ShopeeFood services.

The use of the internet has become a necessity in modern life, especially since the digital era. Additionally, ecommerce is still growing because more people are using the internet. In Indonesia, Tokopedia is one of the most popular ecommerce websites that people use and offers various kinds of products and services. Tokopedia is still confronted with several challenges that lead to customer dissatisfaction, which is communicated through e-WOM, despite efforts being made to deliver high-quality service that produces the best possible shopping experience. Therefore, to minimize this, Tokopedia needs to improve its e-service quality to remain competitive and maintain its reputation in the e-commerce sector. This research aims to investigate the influence of e-service quality on e-WOM through e-satisfaction among Tokopedia website users in Indonesia. This research uses quantitative methods with a descriptive research type and surveys using a questionnaire via Google From to 275 respondents who are users of the Tokopedia website who make at least three transactions and provide reviews about the Tokopedia website. In addition, the sampling technique used is non-probability sampling, which is a purposive type. Then, the data analysis techniques were performed using Partial Least Square – Structural Equation Modeling (SEM-PLS) with the help of SmartPLS 4 software. The results show that e-service quality has a positive and significant effect on e-satisfaction and e-WOM. Additionally, esatisfaction has a positive and significant effect on e-WOM. Then, e-satisfaction can mediate the relationship between e-service quality and e-WOM. Based on research results, Tokopedia needs to re-optimize the e-service quality provided, so that it can create a satisfying customer experience, encourage positive e-WOM, and increase reputation and business growth.

Purpose – This study aims to measure and analyze the mediating role of e-satisfaction on the effect of e-service quality on e-loyalty of the customers of Bank Syariah Indonesia (BSI) in Banda Aceh, Indonesia.Methodology – This study gathered the primary data by distributing questionnaires to a number of 200 BSI customers that were selected as the respondents of the study using a purposive sampling technique. A Structural Equation Modelling (SEM) technique is used to test the four proposed hypotheses.Findings – The study recorded that e-service quality has positively affected the e-satisfaction and e-loyalty of the BSI customers, respectively. E-satisfaction enjoyed by banking customers has enhanced their e-loyalty. In addition, the study documented that e-satisfaction has a partial mediating effect on the relationship between e-service quality and the BSI customers’ e-loyalty.Implications – The findings of the study suggest that to promote the customers’ e-loyalty, the BSI management should focus on improving customers’ e-satisfaction by strengthening e-service quality.Originality – This study explored the mediating role of e-satisfaction on the effect of e-service quality on e-loyalty, focusing on the users of e-banking facilities of the largest Islamic banking institution in Indonesia. Therefore, this study provides significant guidelines for the Islamic banks in maintaining and enhancing e-loyalty of customers through improving their customer satisfaction by providing a high quality of services digitally nationwide.

This study aims to see the effect of e-service quality, trust on online buying decisions at Shopee through e-satisfaction. This study was conducted at STIE GICI Depok in the 2022/2023 academic year. This research used a quantitative approach by applying a purposive sampling technique in selecting a sample of Shopee users among STIE GICI Depok students. A total of 284 questionnaires were distributed with 176 samples needed in this study. The analytical method used in this study is by using path analysis (path analysis) and assisted by a smart PLS analysis tool. The research findings show that there is no effect of e-service quality on online purchasing decisions, besides that e-service quality also has no effect on e-satisfaction, then trust has a positive and significant effect on online purchasing decisions, then trust has a significant positive effect on e- satisfaction, there is a positive and significant effect of e-satisfaction on online purchasing decisions, for the indirect effect it shows that e-satisfaction cannot mediate between e-service quality on online purchasing decisions while trust has a positive but not significant effect on online purchasing decisions via e -satisfaction.

This study aimed to determine the effect of e-service quality, e-recovery service quality on loyalty through perceived value as mediating variable in Shopee customers in Padang. This research is explanatory with quantitative methods. The sampling technique used in this study was purposive sampling for customers who had shopped at Shopee sites at least three times, with a sample of 150 respondents. This study uses Partial Least Square with the SmartPLS 3.0 program. The results showed that e-service quality, e-recovery service quality had an effect on perceived value. Perceived value influences loyal ty . E-service quality does not affect the loyalty, while e-recovery service quality effect on loyalty. E-service quality does not affect loyalty through perceived value as a mediating variable. Furthermore perceived value mediated relationship between e-recovery service quality and loyalty through. The implication of this research is to increase consumer loyalty to the marketplace site by increasing the quality of electronic services, the quality of electronic service recovery, and the perception of customer value. In general, the quality of services provided by Shopee is good, but there are several indicators that need to be considered and improved.


 
 
 This study aims to find out how the effect of e-service quality and perceived value on e-customer loyalty through e-customer satisfaction to BNI Mobile Banking users in Denpasar City. The research method used is descriptive using quantitative methods involving 100 respondents using BNI Mobile Banking in Denpasar City. The sampling technique used is non-probability sampling with purposive sampling type. In this study, the respondent's data was processed using the PLS-SEM analysis technique assisted by the SmartPLS 3.0 application. Based on the results of simultaneous and partial hypothesis testing, e-service quality and perceived value have a significant effect on e-customer satisfaction. E-service quality and e-customer satisfaction have a significant effect on e-customer loyalty, while perceived value has no effect on e-customer loyalty. e-service quality and perceived value have a direct effect on e-customer satisfaction, and indirectly on e-customer loyalty.
 
 

Banking industry had developed rapidly. It caused the competition and increasing the number of customersbecame difficult. An optimal e-service quality expected to meet the expectations of customers, so the companywas able to win the market competition and it would eventually bring the maximum profit. The objective of thisresearch was to know the effect of e-service quality towards customer satisfaction and loyalty in using internetbanking of Commonwealth Bank Seminyak Bali Branch. Respondents of this research were customers whoused internet banking at least twice a month in the last three years. The number of respondents on this researchdefined 200 respondents by using sampling technique namely purposive sampling. This research used analysisof Structural Equation. The result of this research showed that the hypothesis put forward entirely acceptable:e-service quality had positive and significant impact on satisfaction, e-service quality had positive andsignificant impact on loyalty, satisfaction had positive and significant impact on customer loyalty in usinginternet banking. Managerial implication of this research was that management should evaluate and fix theperformance of e-service quality in particularly web design quality and assurance that had been implementedto minimize customer's complaint and to increase the customers' satisfaction and loyalty.

This study aims to find out and explain how the effect of e-service quality and website image on e-customer loyalty when online shopping is mediated by e-customer trust in e-commerce, both directly and indirectly. this research is quantitative. The sampling method used was purposive sampling with a research instrument in the form of a questionnaire which was distributed to 280 respondents who had used the e-commerce service. The results showed that the e-service quality and website image quality had a direct effect on e-customer trust and e-customer loyalty. E-trust has an important role in mediating the relationship between e-service quality and recovery service quality on e-customer loyalty. Therefore, an e-commerce must be able to make customers trusted by providing good e-service quality and good image in the event of a service failure by the company, learning from these findings we must maintain customer trust in terms of customer service so that these customers remain loyal and do not switch to competitors.

This study aims to determine the effect of electronic service quality and electronic trust on customer loyalty on online platforms, with electronic satisfaction as an intervening variable, through data analysis from Shopee customers. The research method uses non-probability sampling techniques, specifically purposive sampling, with a population of individuals aged 17 to 50 years who live in Cirebon, Indramayu, Majalengka, and Kuningan who have made transactions on the Shopee application at least once in the past month. Data collection was carried out through an online questionnaire via Google form, with 151 questionnaires deemed eligible for analysis. Respondent data that has been processed using SmartPLS3.0 software. The results of data analysis show that E-Service Quality has a positive and significant effect on E-Loyalty, E-Trust has a negative and insignificant effect on E-Loyalty, E-Service Quality has a positive and significant effect on E-Satisfaction, E-Trust has a positive and significant effect on E-Satisfaction, E-Satisfaction has a positive and significant effect on E-Loyalty, E-Service Quality has a positive and significant effect on E-Loyalty through E-Satisfaction, E-Trust has a positive and significant effect on E-Loyalty through E-Satisfaction. From the results of the research conducted, it can be concluded that e-satisfaction plays an important role as a mediator between e-service quality and e-trust on e-loyalty in online platforms.