E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis

Hari Muharam; Harmon Chaniago; Endraria Endraria; Amran Bin Harun

doi:10.24252/minds.v8i2.23224

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Vol. 8 No. 2 (2021): December Issue

Issue Published : Sep 21, 2021

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Aug 21, 2021

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Sep 21, 2021

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E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis

https://doi.org/10.24252/minds.v8i2.23224

Hari Muharam

muharam@unpak.ac.id

Universitas Pakuan

Harmon Chaniago

Politeknik Negeri Bandung

Endraria Endraria

Universitas Muhammadiyah Tangerang

Amran Bin Harun

Universiti Tun Hussein Onn

Corresponding Author(s) : Hari Muharam

muharam@unpak.ac.id

Jurnal Minds: Manajemen Ide dan Inspirasi, Vol. 8 No. 2 (2021): December Issue
Article Published : Sep 21, 2021

Abstract

Why do online customers become loyal in their purchases on e-commerce sites? We examine how e-service quality, trust, and customer satisfaction affect customer loyalty towards purchasing goods and services. The proposed model also investigates the relationships among e-service quality, trust to loyalty, and satisfaction as a mediator that remains underexplored. The sample of this study is 350 millennial respondents as online buyers in Bogor city. PLS-SEM modeling procedure was used to test the proposed research model. We find that the quality of e-service and trust has a significant favorable influence on customer loyalty, and this effect is mediated by customer satisfaction. This study highlights the role of e-commerce producers in gaining loyalty through efficient service offerings and shape positive psychological in online marketing practices.

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