The Moderating Roles of E-Satisfaction in the Relationships Between E-Service Quality and E-Loyalty
An Empirical Study in E-Commerce
- DOI
- 10.2991/978-94-6463-234-7_68How to use a DOI?
- Keywords
- E-commerce; E-loyalty; E-satisfaction; E-service quality; Online Shopping
- Abstract
E-Service Quality is one important element for a company to work better in order to create satisfaction and generate loyalty. This study aims to examine the effect of E-Service Quality on E-Loyalty with E-Satisfaction as a moderating effect. This is a quantitative research that use verificative and descriptive method to analyze the data. The sampling used is probability sampling with the type of simple random sampling. The research was conducted by distributing questionnaires to a sample of 48 Shopee customer respondents. The survey results were analyzed using multiple regression analysis. E-Service Quality has a positive significant effect on E-Satisfaction, and E-Satisfaction has a positive significant effect on E-Loyalty. E-Service Quality has no direct effect on E-Loyalty. E-Service Quality has a positive effect on E-Loyalty mediated by E-Satisfaction. The world is moving towards the digital era, E-Service Quality plays an important role in creating customer satisfaction that will lead to customers. This study tries to reveal the impact of E-Service Quality on E-Loyalty with E-Satisfaction as a moderating effect.
- Copyright
- © 2024 The Author(s)
- Open Access
- Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.
Cite this article
TY - CONF AU - Bella Nisa Rachmawati AU - Ratih Hurriyati AU - Heny Hendrayati AU - Lili Adi Wibowo PY - 2023 DA - 2023/09/29 TI - The Moderating Roles of E-Satisfaction in the Relationships Between E-Service Quality and E-Loyalty BT - Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022) PB - Atlantis Press SP - 650 EP - 661 SN - 2352-5428 UR - https://doi.org/10.2991/978-94-6463-234-7_68 DO - 10.2991/978-94-6463-234-7_68 ID - Rachmawati2023 ER -