E-customer Loyalty Research Articles

The Role of E-Satisfaction in Mediating Relationship Marketing (RM) on Banking E-Customer Loyalty

The research objective is to analyze the relationship between relationship marketing (RM) and e-customer loyalty, which is mediated by e-customer satisfaction in the banking industry in Banjarmasin. The increasingly rapid challenges of the banking world require organizations to improve their efforts to provide world-class services in order to attract and retain loyal customers. RM is the key answer to retaining loyal customers. The research was conducted in Banjarmasin with a population of 200 conventional government bank customers using a simple random sampling technique. Data were obtained from interviews with customers using a questionnaire distributed via Google Forms, and data analysis techniques using SEM AMOS 24. The research results prove that RM which consists of trust, commitment, communication, and conflict handling has a positive and significant effect on e-customer loyalty through e-customer satisfaction. This means that to further increase customer satisfaction for them to be loyal, the repair company must be able to maintain good relationships by providing a good level of trust, commitment, communication, and resolve conflicts that occur. Keywords: banking industry, commitment, communication, conflict handling, relationship marketing (RM), trust

MEASURING TH INFLUENCE OF E-SERVICE QUALITY TOWARD E-CUSTOMER SATISFACTION AND E-CUSTOMER LOYALTY ON ONLINE STORE BUYING BEHAVIOUR

This research is aimed to analyze the effect of e-service quality on e- customer satisfaction and e-customer loyalty. item questionnaire used as many as 20 items. Data collection is done by distributing questionnaires to customers who at least routinely shop once in a month in one or more online store in Indonesia with the number of samples of 275 respondents determined by nonprobability sampling method. Data analysis technique used is Partial Least Square-Path Modeling Reflective Multidimensional Construct (Second Order Construct) with SmartPLS 3.0 software and 5% significance level. The results obtained in this study are e-service quality has direct effect to e- customer satisfaction, e-satisfaction has a direct effect on e-customer loyalty, e- service quality has direct effect on e-customer loyalty, and e-service quality has indirect effect to e-customer loyalty through e-customer satisfaction. The advice for the company is to improve online-based services online both in terms of management and infrastructure. Suggestions for future researchers are able to refine with better theories and data and research not only on the e-commerce sector but also in other technology-based business areas.

The Effect of E-Trust, Information Quality and User Interface Quality on E-Customer Loyalty Through E-Satisfaction as an Intervening Variable

The Effect of E-Trust, Information Quality and User Interface Quality on E-Customer Loyalty Through E-Satisfaction as an Intervening Variable

Beyond Convenience: Understanding E-Service Quality Role In Fostering E-Customer Satisfaction And Loyalty

This research investigates the relationships between e-service quality, customer satisfaction, and loyalty within Indonesian e-commerce, explicitly focusing on the Shopee platform. Analyse 279 Shopee customers; the study examines the impact of website design, customer service, security, and fulfilment on e-service quality, customer satisfaction and loyalty. Using the purposive sampling method and SEM-PLS inferential analysis, the findings highlight the significant influence of website design on e-service quality. In contrast, customer service and security exhibit no statistically significant impact. Interestingly, efficient fulfilment emerges as a pivotal factor in enhancing e-service quality. This study underscores the significant influence of e-service quality in paving e-customer loyalty, directly or indirectly, via the mediating role of customer satisfaction. The implications of the research extend to actionable insights for e-commerce enterprises, offering strategic guidance to navigate and succeed in the competitive digital landscape of Indonesia.

The Determining Role of E-Service Quality, Utilitarian Value, and E-Customer Loyalty in the Banking Sector

The industrial revolution in the Internet sector has occurred worldwide, including in the banking industry. Internet banking has many advantages compared to traditional banking. For example, internet banking allows customers to carry out various banking activities at any time at low costs. The research method used was explanatory research with a quantitative approach; the research used SPSS analysis, and based on this, the sample used was 200 Bank Banjarmasin customers. The research results show that the E-Service Quality variable is reflected by system availability, fulfillment of needs, compensation, contact, responsiveness, efficiency, and privacy, which are most appreciated by system availability. The Utilitarian Value variable is reflected by convenience and security, most appreciated by convenience. The E-Customer Loyalty variable is reflected by continued use and recommendations that are most appreciated by continued use. The findings can be helpful theoretically, namely scientific development material that contributes to the theory of consumer behavior and related theories, all of which are linked to current advances in digital technology. For practitioners, namely the banking sector, it is hoped that they will be able to improve E-Service Quality, especially efficiency, Utilitarian Value, especially convenience, and Hedonic Value, especially pleasure. However, these elements have little influence; if they can be improved further, they will provide more satisfaction and a sense of attachment to the parties. banking and will ultimately be able to improve loyalty to customers.

E-Service Quality Dynamics and Global Customer Loyalty Impact

This study examines how e-service quality, e-satisfaction, and e-trust affect e-customer loyalty among Shopee users in Sidoarjo. Using a quantitative approach with a sample of 96 participants, data analysis via partial least squares (PLS) reveals significant impacts on e-customer loyalty. Implications suggest Shopee should enhance responsiveness and accuracy for improved customer loyalty. Limitations include a small sample size and focus on specific variables, prompting future research to explore additional factors such as online shopping experience. Highlight: E-commerce loyalty dynamics. Quantitative analysis method. Enhancing Shopee's competitiveness. Keyword: e-service quality, e-satisfaction, e-trust, e-customer loyalty, Shopee

Analysis of the Effect of E-Recovery Service Quality and E-Service Quality on E-Customer Satisfaction and E-Customer Royalty

The impact of today’s electronic commerce has changed people’s mindset in ordering, buying, and paying for products in an easier and more affordable form. To find a high sense of satisfaction and loyalty from customers to continue using e-commerce as a personal or profitable group service and its performance is getting faster and easier and has a loyal customer base, indirectly contributing to e-commerce companies. This study uses a literature review to later be able to provide a lot of analysis from previous studies. The first step in gathering secondary data is to conduct a literature study, which includes reading, making notes, and processing information found in the literature search results. The characteristics that are related to each other are derived from prior research on customer satisfaction and loyalty in the e-commerce industry, specifically: 1. E-Service Quality (X1), 2. E-Recovery Service Quality (X2), 3. E-Customer Satisfaction (Y1), 4. E-Customer Loyalty (Y2). With the increase in internet users, the shift in people’s purchasing culture from offline to online has increased in business opportunities in the e-commerce sector. Constant innovation by retail companies and the competition among traders is seen to be growing.
 Keywords: e-service quality, e-recovery service quality, e-customer royalty, e-customer satisfaction

The Role of Electronic Customer Relationship Management in Enhancing E-Customer Loyalty through the Mediating Effect of E-Customer Trust: A Field Study on the Egyptian Fast-Food Industry

The Role of Electronic Customer Relationship Management in Enhancing E-Customer Loyalty through the Mediating Effect of E-Customer Trust: A Field Study on the Egyptian Fast-Food Industry

Pengaruh E-Service Quality, E-Trust, E-Customer Satisfaction Terhadap E-Customer Loyalty Pada Marketplace Shopee

This study tested the direct impact of variables such as E-trust, E-service quality, and E-customer satisfaction on E-Customer loyalty. The research approach used this study uses quantitative approximations. Data collection techniques through surveys using questionnaires and compiled as many as 100 respondents. Sampling using non-probability techniques is purposeful sampling. The sample selection criteria for this study are (1) Shopee customers who make purchases through Shopee marketplace, (2) use Shopee regularly for the last 1 year (3) are 17 years of age or older, (4) customers have traded at least 2-3x at Shopee and (5) are dominated in the province of Dki Jakarta. The research uses a data analysis technique called Structural Equation Modeling (SEM), with SmartPLS software. E-service quality has a positive impact on E-customer satisfaction, E-trust has a negative impact on e-client satisfaction but E-services quality has no positive influence on the E-Customer loyalty. These results are expected to benefit Shopee's E-commerce to know what can increase customer satisfaction and loyalty.

The Effect of Website and Internet Benefit on E-Customer Loyalty in E-Commerce

Establishing e-customer loyalty in e-commerce, which is the form of commerce of our age, is quite difficult compared to traditional commerce. There are many options for customers. In this context, e-commerce businesses should design their websites according to the wishes and needs of their customers to gain an advantage over their competitors. This study aims to reveal the effect of information quality, system quality, service quality, and user friendliness of e-commerce websites and the net benefit on e-customer loyalty. To examine these variables, a questionnaire was applied to 506 customers of a shopping mall in Istanbul with 8 branches. The collected data were analyzed with statistical package programs used in the social sciences. A positive and significant relationship was observed between website information quality, website system quality, website service quality, website user-friendliness, net benefit, and e-loyalty. As a result of the regression analysis, a positive and significant effect of the website's information quality, system quality, service quality, user-friendliness, and net benefit on e-customer loyalty was observed. Information quality alone does not affect e-customer loyalty. The disclosure rate of the model is 87.5%.

The Influence of E- Service Quality and Trust on E-Customer Loyalty Through Satisfaction for users of Grab Online Services in Medan City

Objective study This is For analyze the influence of E - service quality and trust on E-customer loyalty through satisfaction user Grab online services in Medan City . The number of respondents in the research was 144 users of Grab online services in Medan City. The sampling technique used was Purposive Sampling with the Non-probability Sampling method. In accordance with data availability and analytical demands, researchers used SPSS version 24 to analyze the data. This research suggests that all variables have a significant influence between direct and mediated relationships starting from E-service quality and trust have a positive and significant influence on satisfaction, E-service quality and trust have a positive and significant influence on E-customer loyalty then Satisfaction has a positive and significant influence on E-customer loyalty. Furthermore, E-service quality and trust have an influence positive And significant towards E - customer loyalty through satisfaction user Grab online services in Medan City

Examining the Electronic Customer Satisfaction in Enhancing E-Customer Loyalty: A Case of Pakistani Banking Sector

The main objective of the current study is to examine e-customer loyalty in the Pakistani banking sector by combining the expectancy theory and incorporating the mediating impact of electronic customer satisfaction on the relationship between electronic customer loyalty, efficiency, user friendliness, responsiveness, and reliability. Data have been collected through a close-ended questionnaire for data collection from the consumers of Pakistan by using the survey method. A structured questionnaire-based quantitative research approach will be used to gather data. A significant portion of the questionnaires received was deemed suitable for in-depth analysis. 260 out of 300 submitted questionnaires were eligible for further examination, as 40 respondents partially filled in their responses. The SERVQUAL model examines e-customer loyalty in the Pakistani banking sector. Five hypotheses were made, and the results showed a positive impact, while the results did not support four mediating hypotheses. The study's conclusions offer a wide range of theoretical and practical recommendations for bank management that aim to improve the security and usability of online banking websites while fostering consumer loyalty and confidence. This study offers valuable insights to promote consumer confidence in online banking services.

Analysis of The Influence of Electronic Customer Satisfaction, Application Perceived Value and Electronic Service Quality on Electronic Customer Loyalty of Ruang Guru Application Users

The purpose of this study is to determine whether the perceived value and quality of e-services impact e-customer loyalty and satisfaction. All users of the educational platform constitute the population studied. In this survey, non-probability sampling technique was used. 100 samples were used in this investigation. Questionnaire was the method used in this study to collect data. Quantitative method was used in this study. Partial least squares (PLS) is a statistical method used with the support of SmartPLS. Several conclusions are drawn from this study, including: Customer satisfaction is directly affected by e-service quality. Electronic customer satisfaction is directly affected by perceived value. E-customer loyalty is directly affected by e-service quality. Electronic customer loyalty is directly influenced by perceived value. Customer loyalty is directly affected by electronic customer satisfaction. Through e-customer satisfaction, e-service quality indirectly affects e-customer loyalty. Thanks to e-customer satisfaction, perceived value indirectly affects e-customer loyalty. Research results show that customer satisfaction and loyalty are influenced by the extent to which they perceive positive value when using educational platform services to meet their learning needs. their.

Analysis of e-Service Quality, e-Trust, Promotion, e-Customer Satisfaction, and e-Customer Loyalty of Flip Application Customers in the Special Region of Yogyakarta

This research aims to find how service quality, e-trust, and promotion affect customer loyalty mediated by e-customer satisfaction with the Flip application in the Special Region of Yogyakarta. This research uses purposive sampling techniques. The number of samples used in this research was 105 respondents. The data analysis tool used in this research is Partial Least Square. The results in this study are (1) e-service quality positively affects customer satisfaction; (2) e-service quality positively affects customer loyalty; (3) e-trust positively affects customer satisfaction; (4) e-trust positively affects customer loyalty; (5) promotion positively affects customer satisfaction; (6) e-customer satisfaction positively affects customer loyalty; (7) e-service quality positively affects customer loyalty through e-customer satisfaction; (8) e-trust positively affects customer loyalty through e-customer satisfaction; and (9) promotion positively affects customer loyalty through e-customer satisfaction. The research team suggests that Flip companies pay more attention to e-service quality through several indicators, such as improving the application to avoid frequent errors, compensating users if an application system error occurs during transactions, and providing better service assistance contacts.

The Influence Of E-Customer Satisfaction, E-Service Quality And Sales Promotion On E-Customer Loyalty Of Tokopedia Customers

The competition between online firms occasionally gets more intense due to Indonesia's growing use of the digital economy. The context of this study is competition that attempts to boost customer loyalty through excellent service and alluring promos. This study uses e-customer satisfaction as an intermediary variable in Tokopedia's e-commerce to examine the impact of e-service quality and sales promotion on e-customer loyalty. Using non-probability sampling strategies and purposive sampling approaches on 100 respondents. SEM-PLS, or structural equation modeling, is the analytical technique employed. This study discovered that e-service quality and sales promotion have a direct effect on e-customer satisfaction, e-customer satisfaction has no indirect effect on e-customer loyalty, and e-service quality and sales promotion have no effect on e-customer loyalty with e-customer satisfaction as an intervening variable.

Pengaruh E-Service Quality Terhadap E-Customer Satisfaction Dan Dampaknya Terhadap E-Customer Loyalty

This study aims to examine and analyze the effect of the dimensions on e-service quality owned by the BRImo application on e-customer satisfaction and to determine the impact of the influence of e-customer satisfaction on e-customer loyalty of BRImo application users. The population in this study were active students of the BRImo Application Users of the UPN “Veteran” Yogyakarta Undergraduate Management Study Program. The sampling technique used purposive sampling. Data was obtained by distributing questionnaires using Google forms, and the number of respondents obtained was 100 respondents. This study uses descriptive analysis techniques and SEM techniques with the help of SmartPLS. The results of this study indicate that all dimensions of e-service quality which include site organization, reliability, responsiveness, user friendliness, personal need, and efficiency have a positive and significant effect on e-customer satisfaction for users of the BRImo Application Active Student Undergraduate Management Study Program UPN "Veteran" Yogyakarta. Then, e-customer satisfaction has a positive and significant effect on e-customer loyalty of users of the BRImo Application Active Students of UPN "Veteran" Yogyakarta Undergraduate Management Study Program.

E-Service Quality, E-Trust dan E-Customer Satisfaction Pada E-Customer Loyalty dari Penggunaan E-Wallet OVO

This research is a quantitative study with a causal relationship to determine the direct effect of e-service quality, e-trust on e-customer satisfaction, the direct effect of e-service quality, e-trust, e-customer satisfaction on e-customer loyalty and the indirect effect between e-service quality and e-trust on e-customer loyalty through e-customer satisfaction on users of the OVO e-wallet application. The benefits of this research are carried out to increase our understanding, provide information and knowledge needed to solve problems and make decisions. Data collection was carried out through a survey with a questionnaire in the form of a google form. The population in this study are those who have used the OVO e-wallet, regularly make payment transactions using OVO in the last 1 month, live in Jakarta, Bogor, Depok, Tangerang and Bekasi (Jabodetabek) and are at least 17 years old. The questionnaire collected 150 respondents using the formula (Hair et al., 2019). The sampling method used is non-probability sampling with purpose sampling technique, to test validity and reliability using SmartPLS software. Based on the results of the study, of the 7 accepted hypotheses, namely e-service quality has no positive effect on e-customer satisfaction, e-trust has an effect on e-customer satisfaction, e-service quality and e-trust have no effect on e-customer loyalty, e-customer satisfaction has no positive effect on e-customer loyalty.
 
 Keywords: E-Service Quality, E-Trust, E-Customer Satisfaction, E-Customer Loyalty

Analysis of The Effect of Electronic Customer Relationship Management and Perceived Value on E-Customer Loyalty Through E-Customer Satisfaction on XYZ.Com

Electronic Customer Relationship Management is an integrated CRM function with the use of an online environment to identify, attract and retain an organization’s customers. E-CRM has an important role in addressing the challenges that exist in the e-commerce industry and certainly affect the success of e-commerce. In an online business, perceived value is something that must be maintained, that it can become a company's advantage in competing. The purpose of this research is to identify the effect of Electronic Customer Relationship Management (E-CRM) and Perceived Value in increasing customer satisfaction and loyalty. This study used the method SEM-PLS with respondents as mush as 111 respondents. The results are significant againts Electronic Customer Relationship and Perceived Value on E-Customer Satisfaction and E-Customer Loyalty in JABODETABEK customer of XYZ.com.

The Influence of E-Trust and E- Service Quality on E-Customer Loyalty for Dana Digital Wallet Users Through E-Satisfaction as an Intervening Variable in Padang City

Purpose: This study aims to determine the effect of Financial Technology, on DANA e-wallet users in the city of Padang.
 
 Theoretical framework: Competition in Financial Technology (fintech) is known as a financial inclusion tool that is currently growing very fast. The development of fintech must certainly be of particular concern because it will be in direct contact with the economic activities of the people. in other words, strict supervision must be carried out in this industry related to the regulations that control it, must be comprehensive, clear and transparent. So the development of fintech can provide maximum benefits to the people. (Saragih, 2019).
 
 Design/Methodology/Approach: The sample size in this study was adjusted to the Structural Equation Model (SEM). This means that a minimum of 100 samples must be included in the SEM study using Partial Least Square (PLS).
 
 Findings: The findings in this study prove that electronic trust and electronic service quality have a significant impact on elecronic customer loyalty through electronic satisfaction as an intervening variable on DANA digital wallet users in Padang city. This proves that satisfaction and customer loyalty will increase along with the improvement of trust and service quality offered in an e-wallet because the user's expectation before using an e wallet is satisfaction and will become loyal.
 
 Research, practical & social implications: The Implicative suggestion from this study is that the DANA e-wallet must prioritize user data security to increase trust and improve service quality for convenience in using the application.
 
 Originality/Value: Some poor reviews found in the play store application make this a gap in this study. So this research emphasizes the analysis of factors that are considered relevant to influence user decisions, specifically trust and service quality on user satisfaction and loyalty. DANA e-wallet users in Padang city are the subjects in this study using the Structural Equation Modeling (SEM) approach. The results of this study are expected to contribute to the development of marketing science.

The Role of E-Customer Satisfaction as Intervening Variable in Relationship Between E-Service Quality, E-Recovery and E-Customer Loyalty of Indonesian Railroad Access Customers

In this study, the impact of eService and eRecovery Service Quality on Online Customer Satisfaction and its Implications for Online Customer Loyalty are measured. Partial Least Square (PLS) was used to evaluate information from 100 respondents who had purchased tickets using the Indonesian railway application. According to the study's findings, e-service quality, e-recovery service quality, e-service quality, e-customer satisfaction, and e-customer satisfaction all have an impact on e-customer satisfaction. These relationships also hold true for e-customer loyalty. According to the research, the developer must maintain the services offered to users through its application and switch out all slow trains with quick ones. Additionally, they should create intriguing inventions, send clients thank-you letters, ask for user reviews, and enhance their online customer service.