Abstract
This study aims to determine the effect of e-service quality on customer loyalty through Shopee customer satisfaction. The population in this study are Shopee application users in Surabaya. This research is a type of quantitative research with explanatory research method. In sampling the technique used is purposive sampling technique with a sample size of 100 respondents. Data analysis was performed using the Partial Least Square-Structural Equation Modeling (PLS-SEM) model with the help of SmartPLS 3.0 software. The results show that the quality of e-service has a positive effect on customer satisfaction, the quality of e-service has a positive effect on customer loyalty, customer satisfaction has a positive effect on customer loyalty and the quality of e-service has a positive effect on customer loyalty through customer satisfaction of Shopee application users.
 Keywords: E-service Quality, Customer Loyalty, Customer Satisfaction
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
