The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty

Ahmad Juwaini,Dewiana Novitasari,Arman Maulana,Dhaniel Hutagalung,Agus Purwanto,Arif Budi Sulistyo,Koko Safitri,Mochammad Fahlevi,Tias Pramono,Joni Iskandar,Gusli Chidir

doi:10.5267/j.ijdns.2021.12.006

Ahmad Juwaini, Dewiana Novitasari + Show 9 more

Open Access

https://doi.org/10.5267/j.ijdns.2021.12.006

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Abstract

This study aims to determine the effect of e-service quality on customer e-satisfaction, the effect of e-trust on customer e-satisfaction, the effect of e-service quality on customer e-loyalty, the effect of e-trust on customer e-loyalty and finally, the effect of e-satisfaction on online shop customer e-loyalty. The type of research used in this research is correlational research with a quantitative approach and testing the research hypothesis was carried out by using the Structural Equation Model (SEM) approach based on Partial Least Square (PLS). The sample or respondent used in this study is 432 consumers of online shops in Banten, Indonesia. The results show that E-Service Quality had positive but not significant effect on E-Satisfaction, E-Trust had a positive but not significant effect to E-Satisfaction, E-Service Quality had a positive but not significant effect towards E-Loyalty, E-Trust had a negative but not significant effect to E-Satisfaction and finally E-Satisfaction had a positive but not significant effect on E-Loyalty.

Highlights

IntroductionIn the era of the industrial revolution 4.0 and digital, the number of internet users is increasing
The type of research used in this research is correlational research with a quantitative approach and testing the research hypothesis was carried out by using the Structural Equation Model (SEM) approach based on Partial Least Square (PLS)
Referring to the problem formulation that has been set in the previous chapter, this study uses quantitative methods to test and prove the hypotheses that have been made through various tests and data processing

Summary

Introduction

In the era of the industrial revolution 4.0 and digital, the number of internet users is increasing. With this significant impact, the development of e-commerce in Indonesia is quite high. The advantages provided by this e-commerce service include ease of use, increased control from consumers, reduced transaction costs and others (Scullion & Nicholas, 2001; Zeithaml, 2002). With these electronic-based activities, this has shaped the online lifestyle in the community, such as shopping activities which used to be known only through physical stores, are done online. The buying and selling process that used to require us to meet each other in advance, is just a click on a gadget that is integrated with internet technology

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