The Role of Technological Acceptance and E-Service Quality in Predicting Customer Satisfaction and Loyalty
- DOI
- 10.2991/icobame-18.2019.54How to use a DOI?
- Keywords
- technology acceptance factors; e-service quality; customer satisfaction customer loyalty; online shopping
- Abstract
This study investigated the influence of technology acceptance factors and e-service quality towards customer satisfaction and loyalty in online shopping context. An on-line causal survey was conducted in Yogyakarta, Indonesia. Sample was selected by purposive sampling criteria involving 150 users of a certain marketplace. Data were analyzed using Structural Equation Modeling (SEM). Results showed that (1) technology acceptance significantly affects customer loyalty, (2) technology acceptance also significantly affects customer satisfaction, (3) e-service quality has a significant impact on consumer satisfaction, while (4) e-service quality does not have a significant impact on customer loyalty, and (5) customer satisfaction has a significant impact on consumer loyalty.
- Copyright
- © 2019, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Indah Fatmawati AU - Fitri Bintang Permatasari PY - 2019/07 DA - 2019/07 TI - The Role of Technological Acceptance and E-Service Quality in Predicting Customer Satisfaction and Loyalty BT - Proceedings of the International Conference on Banking, Accounting, Management, and Economics (ICOBAME 2018) PB - Atlantis Press SP - 247 EP - 255 SN - 2352-5428 UR - https://doi.org/10.2991/icobame-18.2019.54 DO - 10.2991/icobame-18.2019.54 ID - Fatmawati2019/07 ER -