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Pengaruh E-Service Quality Terhadap E-Loyalty Melalui E-Satisfaction

Jurnal Dinamika Manajemen · Vol. 11 No. 4 (2024) · hlm. 162–171

DOI
10.22437/jdm.v11i4.28066
ISSN
2355-8148, 2338-123X
Terbit
2024-01-08
Penerbit
Prodi Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi
Bahasa
en
Lisensi
creativecommons.org/licenses/by-sa/4.0

Abstrak

ABSTRACT This research aims to determine the influence in the perspective of E-Service Quality, E-Loyalty and E-Satisfaction. This study used a quantitative method with the Partial Least Square (PLS) data analysis tool and assisted with SmartPLS 4.0 software. The subjects of this study were users of the Lazada e-commerce platform in Jambi City. The sampling technique used was purposive sampling. The number of samples used in this study was 100. The results showed that e-service quality had a positive and significant effect on e-loyalty, e-service quality had a significant effect on e-satisfaction, and e-satisfaction could affect electronic loyalty. With the e-satisfaction variable in this study can influence or mediate between e-loyalty and e-service quality variables, the findings of this study support a partial mediating effect. Keywords: E-Service Quality, E-Loyalty, E-Satisfaction.

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  • Universiti Teknologi MARA
  • Universitas Pembangunan Jaya
  • Universitas Jambi
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  • Organisasi berbeda
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Rekan penulisOrganisasiArtikel bersama
Andang FazriUniversitas Jambi1
Chaterina TereshaAfiliasi tidak diketahui1
Endang PitalokaAfiliasi tidak diketahui1
Rahayu Abdul RahmanUniversiti Teknologi MARA1
Noor Saatila Mohd IsaUniversiti Teknologi MARA1
Norhayati ZamriUniversiti Teknologi MARA1
Mohd Hadli Shah Mohamad YunusAfiliasi tidak diketahui1

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Sumber metadata: OAI-PMH (metadata jurnal) https://online-journal.unja.ac.id/index.php/jmbp/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en">Pengaruh E-Service Quality Terhadap E-Loyalty Melalui  E-Satisfaction</dc:title>
	<dc:creator xml:lang="en">Effendi, Reza</dc:creator>
	<dc:creator xml:lang="en">Musnaini, Musnaini</dc:creator>
	<dc:creator xml:lang="en">Suyoto, Yohanes Totok </dc:creator>
	<dc:description xml:lang="en">ABSTRACT
This research aims to determine the influence in the perspective of E-Service Quality, E-Loyalty and E-Satisfaction. This study used a quantitative method with the Partial Least Square (PLS) data analysis tool and assisted with SmartPLS 4.0 software. The subjects of this study were users of the Lazada e-commerce platform in Jambi City. The sampling technique used was purposive sampling. The number of samples used in this study was 100. The results showed that e-service quality had a positive and significant effect on e-loyalty, e-service quality had a significant effect on e-satisfaction, and e-satisfaction could affect electronic loyalty. With the e-satisfaction variable in this study can influence or mediate between e-loyalty and e-service quality variables, the findings of this study support a partial mediating effect.
&amp;nbsp;
Keywords: E-Service Quality, E-Loyalty, E-Satisfaction.</dc:description>
	<dc:publisher xml:lang="en">Prodi Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Jambi</dc:publisher>
	<dc:date>2024-01-08</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:format>application/pdf</dc:format>
	<dc:identifier>https://online-journal.unja.ac.id/jmbp/article/view/28066</dc:identifier>
	<dc:identifier>10.22437/jdm.v11i4.28066</dc:identifier>
	<dc:source xml:lang="en">Jurnal Dinamika Manajemen; Vol. 11 No. 4 (2023): Jurnal Dinamika Manajemen; 162-171</dc:source>
	<dc:source>2355-8148</dc:source>
	<dc:source>2338-123X</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://online-journal.unja.ac.id/jmbp/article/view/28066/17380</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2023 Reza Effendi, Musnaini Musnaini, Yohanes Totok  Suyoto</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by-sa/4.0</dc:rights>
</oai_dc:dc>