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THE EFFECT OF E-SERVQUAL ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION at PT. Social Bella Indonesia (Sociolla Website) in Makassar City

Hasanuddin Journal of Applied Business and Entrepreneurship · Vol. 6 No. 1 (2023) · pp. 45–51

ISSN
2598-0890, 2598-0882
Published
2023-04-11
Publisher
Master of Management, Faculty of Economics and Business, Hasanuddin University.
Language
en

Abstract

This study aims to examine and explain the Effect of E-Servqual on Customer Loyalty through Customer Satisfaction. This research approach is quantitative with a positivist paradigm, and collecting data by crosssection is using a questionnaire. The population in this study were all customers at PT. Sociolla Bella Indonesia (Sociolla Website) in Makassar City. Cochran determines the sample size of the research as many as 100 customers. The analytical tool used is data analysis with the Partial Least Square (PLS) method. The results showed that E-Servqual had a positive and significant effect on customer loyalty through customer satisfaction, E-Servqual had a positive and significant effect on customer satisfaction, E-Servqual had a positive and significant effect on customer loyalty, and customer satisfaction had a positive and significant effect on customer loyalty.

Keywords

Collaboration network of the authors

40 authors · 117 co-authorship links

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Riau University
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Sahta GintingUniversitas Halu Oleo7
Namriah NamriahUniversitas Halu Oleo6
MUH TUFAILAAffiliation unknown5
Resman ResmanAffiliation unknown4
Hasbullah SyafAffiliation unknown3
Jufri KarimUniversitas Halu Oleo3
Darwis DarwisUniversitas Halu Oleo3
ZULFIKAR ZULFIKARUniversitas Halu Oleo2
M. Tufaila .Affiliation unknown2
Mursalim NohongAffiliation unknown2
Dewi Nurhayati YusufUniversitas Halu Oleo1
NURMA ADEAffiliation unknown1
FIRA SYAWALLIA AZZAHRAAffiliation unknown1
MUHIDIN MUHIDINUniversitas Halu Oleo1
Irvandi Arya BrataAffiliation unknown1
Bambang Hendro SunarmintoAffiliation unknown1
Syamsul Arifin SiradzAffiliation unknown1
la Ode RustamAffiliation unknown1
M. TUFAILA HEMONUniversitas Halu Oleo1
FIRDA NURFAUZIAffiliation unknown1
YUSRINA YUSRINAAffiliation unknown1
DAWAN DANDI SAPUTRAAffiliation unknown1
Sitti LeomoUniversitas Halu Oleo1
La MudiAffiliation unknown1
WAYAN RISAL SUMANTAAffiliation unknown1
DEWI DARMA LAKSANAAffiliation unknown1
RAMADAN LAMPOSOAffiliation unknown1
ALIYAMAN -Affiliation unknown1
Halizah Putri IrianiAffiliation unknown1
M SobarsyahAffiliation unknown1
Fauziah UmarAffiliation unknown1
Dewi Putri Anjar WulanAffiliation unknown1
Muh. AkmalAffiliation unknown1
Yuni SaraAffiliation unknown1
Muthia Chaidir PaneAffiliation unknown1
Idrus TabaAffiliation unknown1
Indah Permata SariRiau University1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unhas.ac.id/index.php/hjabe/oai, first harvested 2 Nov 2026, last seen 2 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en">THE EFFECT OF E-SERVQUAL ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION at PT. Social Bella Indonesia (Sociolla Website) in Makassar City</dc:title>
	<dc:creator xml:lang="en">Conny, Conny</dc:creator>
	<dc:creator xml:lang="en">Alam, Syamsu </dc:creator>
	<dc:creator xml:lang="en">Massepe, Andi Nur Bau</dc:creator>
	<dc:subject xml:lang="en">E-Servqual</dc:subject>
	<dc:subject xml:lang="en">Customer Loyalty</dc:subject>
	<dc:subject xml:lang="en">Customer Satisfaction</dc:subject>
	<dc:description xml:lang="en">This study aims to examine and explain the Effect of E-Servqual on Customer Loyalty through Customer Satisfaction. This research approach is quantitative with a positivist paradigm, and collecting data by crosssection is using a questionnaire. The population in this study were all customers at PT. Sociolla Bella Indonesia (Sociolla Website) in Makassar City. Cochran determines the sample size of the research as many as 100 customers. The analytical tool used is data analysis with the Partial Least Square (PLS) method. The results showed that E-Servqual had a positive and significant effect on customer loyalty through customer satisfaction, E-Servqual had a positive and significant effect on customer satisfaction, E-Servqual had a positive and significant effect on customer loyalty, and customer satisfaction had a positive and significant effect on customer loyalty.</dc:description>
	<dc:publisher xml:lang="en">Master of Management, Faculty of Economics and Business, Hasanuddin University.</dc:publisher>
	<dc:date>2023-04-11</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:identifier>https://journal.unhas.ac.id/index.php/hjabe/article/view/25041</dc:identifier>
	<dc:source xml:lang="en">Hasanuddin Journal of Applied Business and Entrepreneurship; Vol. 6 No. 1 (2023): Hasanuddin Journal of Applied Business and Entrepreneurship; 45-51</dc:source>
	<dc:source>2598-0890</dc:source>
	<dc:source>2598-0882</dc:source>
	<dc:language>en</dc:language>
	<dc:rights xml:lang="en">Copyright (c) 2023 Hasanuddin Journal of Applied Business and Entrepreneurship</dc:rights>
</oai_dc:dc>