Effect Of E-service Quality Research Articles

The Effect of E-Service Quality and E-Trust on E-Customer Loyalty in the Bank Syariah Indonesia (BSI) Mobile E-Banking Application with E-Customer Satisfaction as an Intervening Variable (Case study on BSI customers in Bandar Lampung)

This study aims to analyze and prove the effect of E-Service Quality and E-Trust on E-Customer Loyalty in the e-Banking application of Bank Syariah Indonesia (BSI) Mobile with E-Customer Satisfaction as an Intervening variable this study there are problems at the level of use of BSI Mobile continues to increase, fraud cases, and service quality problems electronic (e-service quality) in BSI Mobile services where there are obstacles from the bank that is less responsive and less responsive. This study uses a quantitative approach using primary data and data collection by distributing questionnaires. The sample determinant uses Lemeshow formula so that the sample required is 100 respondents and the type of nonprobability sampling. Alat dalam menganalisis data adalah Structural Equation Modeling-Partial Least Square (SEM-PLS) dengan alat bantu software SmartPLS versi 4.0.Hasil penelitian menunjukkan bahwa E-Service Quality tidak berpengaruh signifikat terhadap E- Customer Loyalty ,E-trust berpengaruh positif dan signifikat terhadap E-Customer Loyalty.E-service Quality berpengaruh positif terhadap E-Customer Satisfaction .E-trust berpengaruh positif dan signifikat terhadap E-Customer Satisfaction .E-Customer Satisfaction berpengaruh positif dan signifikat terhadap E-Custumer Loyalty. E-Customer Satisfaction mampu memediasi hubungan positif dan signifikan antara E-Service Quality terhadap E-Loyalty. E-Customer Satisfaction mampu memediasi hubungan positif dan signifikan antara E-Trust terhadap E-Loyalty

The effect of e-service quality on customer satisfaction with repurchase intention as a moderating variable in the Soco by Sociolla application

This study investigates the influence of e-service quality on customer satisfaction with repurchase intention as a moderating variable, focusing on the SOCO by Sociolla app. Using a quantitative approach and a sample of 400 respondents, this research applies Partial Least Squares (PLS) analysis to assess the relationships among e-service quality, customer satisfaction, and repurchase intention. The results reveal that e-service quality significantly impacts customer satisfaction, indicating that higher service quality fosters customer contentment in digital shopping experiences. Additionally, repurchase intention slightly moderates this relationship, suggesting that consumers' likelihood to repurchase may influence their satisfaction levels derived from service quality. These findings highlight the need for e-commerce platforms, particularly in the beauty industry, to optimize e-service quality to boost satisfaction and repurchase rates. This research contributes to understanding digital consumer behavior and offers practical insights for enhancing service quality in online retail.

The Effect Of E-Service Quality And E-Trust On Buying Interest In Shopee Pay Users In The Millennial Generation

The use of e-wallet is increasing as online transactions increase in Indonesia. This research is an explanatory study that aims to find out the influence of E-service quality and E-trust on the interest of using ShopeePay when shopping online among Millennials in DKI Jakarta. The population of this study is the entire Generation of Millennials in DKI Jakarta who have used ShopeePay at least three times when making online transactions and the number is unknown. Sampling technique used is purposive sampling techniques on condition samples are Millennial Generation, live in the territory of DKI Jakarta and have used ShoppePay at least 3 times. Data collected through the spread of the google form questionnaire to the Millennial Generation. Data analysis using SmartPLS 3.0 Partial Least Squares Structural Equation Modeling (PLS-SEM). Research results show that E-Service Quality and E-Trust have a positive and significant influence on purchasing interest using ShopeePay on the millennial generation in DKI Jakarta. According to research results, 92.9% of Millennial Generation interest in using ShoppePay is influenced by E-Service Quality and E-Trust. The findings confirm that it is important for e-wallet service providers to focus on improving the quality of electronic services and building user confidence to boost purchasing interest.

The Effect of E-Service Quality on Customer Satisfaction of the Welma Application at PT Bank Central Asia, TBK

The Effect of E-Service Quality on Customer Satisfaction of the Welma Application at PT Bank Central Asia, TBK

The Effect of E-Service Quality and Brand Image on E-Satisfaction with Customer Loyalty as an Intevening Variable

The research to analyze and test the influence of brand image and e-service quality on e-loyalty with e-satisfaction as an intervening variable for Shopee consumers in Semarang City. The population of this research is Shopee consumers in Semarang City. Data was obtained using an online questionnaire via Google Form, namely 65 respondents. The data analysis method used is descriptive analysis and Partial Least Square analysis (SEM-PLS). Analysis is assisted by the Smart PLS 3.0 program. The research results show that e-service quality (X1) has a positive and significant effect on customer satisfaction (Y1), brand image (X2) has a negative and insignificant effect on customer satisfaction (Y1), e-service quality (X1) has a positive and significant effect on customer loyalty (Y), brand image (X2) has a positive and significant effect on customer loyalty (Y), customer satisfaction (Z) has a positive and significant effect on customer loyalty (Y), customer satisfaction (Z) improves e-service quality relationships (X1) to customer loyalty (Y), customer satisfaction (Z) increases the relationship between brand image (X1) to customer loyalty (Y).

The Effect of E-Service Quality, Sales Promotion, and Price on Customer Satisfaction in the City of Bandung (Study on Millennial and Gen Z Shopee Food Users)

The Effect of E-Service Quality, Sales Promotion, and Price on Customer Satisfaction in the City of Bandung (Study on Millennial and Gen Z Shopee Food Users)

The Effect Of E-Service Quality and E-Trust On E-Loyalty With E-Satisfaction As The Intervening Variable

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.

The Effect of E-Service Quality on E-Word of Mouth in E- Commerce Website Users with E-Satisfaction as Intervening Variable

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.

The effect of e-service quality on customer trust in McD Serang

The effect of e-service quality on customer trust in McD Serang

The Effect of E-service Quality and Customer Satisfaction and Trust to Customer Online Shopping Behavior

China's e-commerce sector is experiencing rapid growth. Among Chinese cities, Beijing stands out with its robust development, consistently ranking among the top three in the nation. Nonetheless, Beijing's e-commerce enterprises encounter various challenges. This research endeavors to examine the interplay between e-service quality, customer satisfaction, trust, and online shopping behavior within the Beijing e-commerce landscape. Descriptive method was considered by the researchers. The respondents of the study are the users of online shopping platforms that operates in Beijing China who have experience using major online consumption platforms. The sample size is 385 people which was calculated by Raosoft software. The respondents of the study were chosen using the simple random sampling design. Moreover, constructed survey questionnaires served as a tool with five-key point Likert scale. The Statistical Package for Social Sciences (SPSS) was employed in the statistical analysis of data. The following statistical tools were used in the study: frequency and percentage, mean, reliability and validity analysis, Analysis of Variance and Multiple Linear Regression. The study resulted in a strong positive relationship between customer satisfaction, trust and over-all e-service quality. Specifically, customer satisfaction and trust resulted in a very strong relationship to customer behaviors. For the comparison of means when grouped according to profile variables, customer satisfaction level and over-all e-service quality have a significant difference when grouped to frequency of purchase. Based on the results of the study, the researchers proposed a development program to help improve the quality of e-services and thus increase customer re-purchase rates.

Pengaruh E-Service Quality dan E-Trust terhadap E-Satisfaction dan Dampaknya pada E-Repurchase Intention Pengguna Layanan Konsultasi Media Online

Apps for telemedicine are becoming increasingly popular as a result of the COVID-19 outbreak. Telemedicine thus competes with other providers to meet patient demand. Many tactics are used to overcome this, such as providing confidence and quality patients. The purpose of this study is to analyze the effect of E-Service Quality and E-Trust on E-Satisfaction and its impact on E-Repurchase Intention on users of Online Medical Consultation Services. This type of research is quantitative. The sample of this study amounted to 100 respondents who had an Online Medical Consultation Service application on a mobile phone and had at least consulted through the application or website at least once. The analysis method used is path analysis. The results of the study show that there is a direct influence between the variables of E-service Quality on E-Satisfaction in users of online medical consultation services. There is a direct influence between E-Trust variables on E-Satisfaction in users of online medical consultation services. There is a direct influence between the variables E-service Quality and E-Trust on E-Satisfaction in users of online consulting services. There is a direct influence between the variables E-service Quality, E-Trust, and E-Satisfaction, on E-Repurchase Intention in users of online medical consultation services. There is an Effect of E-service Quality and E-Trust on E-Satisfaction of 9.9% while the remaining 90.1% (100% - 9.9%) is contributed by other factors. There is an effect of E-service Quality, E-Trust, and E-Satisfaction on E-Repurchase Intention of 34% while the remaining 66% (100% - 34%) is contributed by other factors.

The The Effect of E-Service Quality Through Customer Satisfaction and Customer Trust on Customer Loyalty of Klikindomaret Users

The The Effect of E-Service Quality Through Customer Satisfaction and Customer Trust on Customer Loyalty of Klikindomaret Users

The Effect of E-Service Quality on Revisit Intention with Customer Satisfaction as a Mediation Variable for Car Buying and Selling Websites in Indonesia

The Effect of E-Service Quality on Revisit Intention with Customer Satisfaction as a Mediation Variable for Car Buying and Selling Websites in Indonesia

Influence E-Service Quality Towards Customer Retention and Word of Mouth (WOM) Mediated By Customer Satisfaction

This study aims to investigate various significant relationships in the context of the online retail industry. The focus includes analyzing the positive influence of E-Service Quality on Customer Retention, Customer Satisfaction, and Word of Mouth, as well as identifying the positive influence of E-Service Quality on Customer Satisfaction. Furthermore, this study looked for the positive influence of Customer Satisfaction on Customer Retention and Word of Mouth. In addition, the study will also consider the effect of E-Service Quality on Customer Retention and Word of Mouth by mediating through Customer Satisfaction. This study used quantitative methods with survey techniques using questionnaires. The research sample was 190 respondents domiciled in Jabodetabek. The research instrument is prepared based on the operationalization of variables measured using the Likert scale. This research concludes that E-Service Quality plays an important role in influencing Customer Retention, Customer Satisfaction, and Word of Mouth in the context of the online retail industry. The quality of electronic services has a positive and significant impact on customer retention, retaining customers, and influencing their satisfaction. In addition, the quality of electronic services also plays a role in the development of brand reputation through positive recommendations and word-of-mouth influence. The results also show that Customer Satisfaction has a central role in linking the quality of electronic services with Customer Retention and Word of Mouth

Marketplace analysis: The Effect of E-Service Quality, Product Brand Perception and Social Support on Repurchase through Consumer Satisfaction and Trust

Technological developments have an impact on business activities and consumer behavior. This can be seen from the increasing number of online businesses. This study looks at consumer behavior by exploring the relationship between e-service quality, product brand perception, and social support on satisfaction; trust; behavioral intentions & repurchases on marketplaces in Indonesia. This quantitative research uses the Structural Equation Model (SEM) method with Lisrel 88 program. The respondents in this research are 450 X-Z generation and have filled out the online questionnaires through google form. The results of this study indicates that e-service quality has a significant effect on consumer satisfaction, product brand perception has a positive impact on trust, and social support has a direct impact on both trust and behavioral intention. Satisfaction, trust, and behavioral intentions, positively affect repurchase. This research offers significant managerial implications for companies, especially in making policy and formatting strategy of business management marketing by taking into account the aspects of customer satisfaction and trust. Companies can formulate strategies through the results of this research by creating innovative products, responsive services, wider and sustainable networks.

The Effect of E-Service Quality and E-Wom on Purchase Decisions Through the Tiktok Shop Application among College Students in Surabaya

The purpose of this script is to explore how E-Service Quality and Electronic Word of Mouth (E-WOM) influence purchasing decisions through the TikTok Shop app. TikTok Shop experienced a decline of 12.4% in the first quarter of 2022, demonstrating that this does not guarantee that TikTok Shop will always be at the top. Kotler & Armstrong (2016:177) found that buying decisions focus on how individuals and groups choose, acquire, and use experiences, services, ideas, and products to meet desires and needs that are part of consumer behavior. Quantitative analysis is the method used in this study. Non-probability sampling and Purposive Sampling techniques are used for sample collection. The survey used a Likert scale questionnaire with a sample of 100 respondents and the population of students in the city of Surabaya. Partial Least squares (PLS) are used to check research findings. It has been found that E-Service Quality and E-WOM have been shown to influence purchasing decisions through TikTok Shop positively.

EFFECT OF E-SERVICE QUALITY AND TRUST ON E-SATISFACTION AND ITS IMPLICATIONS ON ONLINE PURCHASE DECISIONS (STUDY OF SHOPEE CUSTOMERS STIE GICI DEPOK-INDONESIA)

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.

The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator?

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.

Purchase Determinants Of Customer Loyalty: The Mediating Effect Of E-Trust In E-Commerce

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.

The role of Green Human Resources Management as a Mediator of Green Transfortamtional Leadership and Green Servant Leadership Relations towards Green Creativity in Hotel and Tourism Services

Abstract: This study aims to find out and explain how the effect of e-service quality and e-recovery service quality on e-customer loyalty when online shopping is mediated by e Green Human Resource Management (GHRM) at hotels in Kerinci and Sungai Penuh, either directly or indirectly. direct. this research is quantitative. The sampling method used was purposive sampling with a research instrument in the form of a questionnaire distributed to 80 respondents from hotel employees. The results showed that green transformational leadership and green servant leadership had a direct effect on GHRM and green creativity. GHRM has an important role in mediating the relationship between green transformational leadership and green servant leadership on green creativity. Therefore, the concept of GHRM strengthens the exchange relationship between employees and the organization because they care, support, and appreciate their contribution, when green servant leadership, green transformational is good, hotel employees are more likely to exert their efforts and happily engage in environmentally friendly tasks. ultimately fostering eco-friendly creativity from employees.