Date Log
Submitted
9 July 2019
Accepted
25 October 2019
Published
25 October 2019
The Effects of E-Trust and E-Service Quality to E-Loyalty with E-Satisfaction as the Mediation Variable (The Study of Bebas Bayar Application User’s in Indonesian)
Corresponding Author(s) : Febrianto Gotama
Jurnal Minds: Manajemen Ide dan Inspirasi,
Vol. 6 No. 2 (2019): December
Abstract
This research aims to examine the effect of e-trust and e-service quality on e-loyalty of Bebas Bayar application with e-satisfaction as a mediation variable. This study used a non-probability sampling of 220 respondents and path-analysis. The results of this study show that all proposed variable hypotheses are significant, but e-service quality has no significant influence on e-loyalty. E-trust and e-service quality have a significant effect on e-loyalty with e-satisfaction as a mediation variable.
Keywords
Financial Technology
E-Trust
E-Service Quality
E-Satisfaction
E-Loyalty
Gotama, F., & Indarwati, T. A. (2019). The Effects of E-Trust and E-Service Quality to E-Loyalty with E-Satisfaction as the Mediation Variable (The Study of Bebas Bayar Application User’s in Indonesian). Jurnal Minds: Manajemen Ide Dan Inspirasi, 6(2), 145–160. https://doi.org/10.24252/minds.v6i2.9503
Download Citation
Endnote/Zotero/Mendeley (RIS)BibTeX
References
-
A.Fadavi.A, & R.Amani. (2016). Surveying the Driving Affecting Factors on E- Loyalty, (12), 36–42.
Ahmad, Asad, Rahman, Obaidur dan Khan, M. (2017). Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty: Evidence from internet users in India. Research in Interactive Marketing, 11(3),246–267.
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust. International Journal of Marketing Studies, 9(2), 92. https://doi.org/10.5539/ijms.v9n2p92
Awadallah, N., & Saad, S. G. (2017). Studying the Impact of Egyptian Hotels Websites Marketing on Customers E-Satisfaction. International Journal of Information Technology Convergence and Services, 7(2/3), 1–11. https://doi.org/10.5121/ijitcs.2017.7301
Melinda. (2017). Pengaruh E-Service Quality Terhadap E-Loyalty Pelanggan Go-Jek Melalui E-Satisfaction Pada Kategori Go-Ride. Jurnal Mahasiswa Manajemen Bisnis, 5(1), 95–100.
Chen, J. V., Chen, Y., & Capistrano, E. P. S. (2013). Process quality and collaboration quality on B2B e-commerce. https://doi.org/10.1108/IMDS-10-2012-0368
Eid, M. I. (2007). Determinants Of E-Commerce Customer Satisfaction, Trust, And Loyalty In Saudi Arabia, 78–93.
FSB (Financial Stability Board). (2017). FinTech credit: Market structure, business models, and financial stability implications.
Gaffar, V. (2007). CRM dan MPR Hotel. Bandung: Alfabeta.
Ghalandari, K. (2012). The Effect of E-Service Quality on E-Trust and E-Satisfaction as Key Factors Influencing Creation of E-Loyalty in E-Business Context : The Moderating Role of Situational Factors, 2(12), 12847–12855.
Giovanis, Apostolos N., and P. A. (2014). Gaining Customer Loyalty in the E-Tailing Marketplace : The Role of E-Service Quality, E – Satisfaction, and E– Trust. Technology Marketing, 9, No.3.
Hendra, S.R., E., & K.S., B. (2018). The Effect of E-Service Quality and E-Recovery Service Quality on E-Loyalty through E-Satisfaction, on E-Commerce in Indonesia. Abstract , 6(4): 178–195.
Kim, J., & Kim, C. (2010). E-service quality perceptions : a cross-cultural comparison of American and Korean consumers, 4(3), 257–275. https://doi.org/10.1108/17505931011070604
Kotler, K. (2012). Manajemen Pemasaran (12th ed.). Jakarta: Erlangga.
Lovelock, Christopher and Jochen Wirtz, J. M. (2011). Pemasaran Jasa: Manusia, Teknologi, Strategi Perspektif Indonesia. (D. W. dan D. B. Putera, Ed.) (7th ed.). Jakarta: Erlangga.
Mindy Jeon, Myunghee dan Jeong, M. (2017). Customers’ perceived website service equality and its effects on e-loyalty, International Journal of Contemporary Hospitality Management, 29(1), 438–457.
Muh. Feroza A, Muhdiyanto, D. A. (2018). Economics and Bussiness, 1(1), 39–45. OJK. (2018). Pangsa Pasar fintech Indonesia (2017-2021). Retrieved November 1, 2018, from www.ojk.go.id
Pasumarthy, P. B., Lakshmaiah, K., & Foundation, E. (2015). E-Loyalty and E- satisfaction of E-commerce (December).
Permada, C., Nyoman, N., & Yasa, K. (2018). The Influence of Corporate Image and E-Service Quality on E- Satisfaction and E-Loyalty of Shopee Application Users in Denpasar, 42(2017), 53–65.
Roy Franedya. (2018). Mulai dari Millennial Hingga UMKM Bisa Akses Fintech. Retrieved April 20, 2019, from https:// www. CNBC Indonesia. com/fintech/20180112144801-37-1340/mulai- dari-milenial-hingga-umkm-bisa-akses-fintech Sabiote, C.
M., Frías, D. M., & Castañeda, J. A. (2012). moderating effect of culture E-service quality as an antecedent to e-satisfaction The moderating effect of culture https://doi.org/10.1108/14684521211229011
Sangadji, E. M., & S. (2013). Consumer Behavior: Perilaku Konsumen dan Strategi Pemasaran (2nd ed.). Jakarta: Erlangga.
Santika, I. W., & Pramudana, K. A. S. (2018). Peran Mediasi E-Satisfaction Pada Pengaruh E-Service Quality Terhadap E-Loyalty Situs Online Travel di Bali, 1(BPS 2015), 278–289.
Sativa, A., Rahayu, S., & Astuti, T. (2016). Analisis Pengaruh E-Trust dan E- Service Quality terhadap E-Loyalty dengan E-Satisfaction sebagai Variabel Intervening ( Studi pada Pengguna E-Commerce C2C Tokopedia ), 5, 1–10.
Sheng, Tianxiang dan Liu, C. (2010). An Empirical Study On The Effect Of E-Service Quality On Online Customer Satisfaction and Loyalty, 1, 273–283.
Swastha, I. B. (2012). Manajemen Pemasaran Modern (2nd ed.). Yogyakarta: Liberty Offset.
Tang, T., & Huang, R. (2015). The Relationships among Trust, Customer Online Behaviors, 1(2), 16–25.
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M.(2016). E-Service Quality, E-Satisfaction, and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence from Malaysia. IOP Conference Series: Materials Science and Engineering, 31(1).https://doi.org/10.1088 /1757-899X/131/1/012012
Turban, Efraim, David Kim, Dennis Viehland, J. L. (2015). Electronic Commerce, a Managerial and Social Networks Perspective. Eight Edition (8th ed.). Switzerland: Springer.
Yen, C., Lu, H., & Lu, H. (2008). an empirical study in online auction Effects of e-service quality on loyalty intention : an empirical study in online auction.https://doi.org/10.1108/09604520810859193
Yousafzai, S. Y., Pallister, J. G., & Foxall, G. R. (2003). A Proposed Model of E Trust for Electronic Banking Technovation, 23, 847–860.
Zeithaml, Valarie A., Bitner, M. J., and D. D. G. (2013). Services marketing. Integrating Customer Focus Across the Firm (6th ed.). New York: McGraw-Hill Irwin.
Zhu, D. (2016). Loyalty : Mongolian Online Shopping Behavior. https://doi.org/10.1109/IIAI-AAI.2016.144
References
A.Fadavi.A, & R.Amani. (2016). Surveying the Driving Affecting Factors on E- Loyalty, (12), 36–42.
Ahmad, Asad, Rahman, Obaidur dan Khan, M. (2017). Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty: Evidence from internet users in India. Research in Interactive Marketing, 11(3),246–267.
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust. International Journal of Marketing Studies, 9(2), 92. https://doi.org/10.5539/ijms.v9n2p92
Awadallah, N., & Saad, S. G. (2017). Studying the Impact of Egyptian Hotels Websites Marketing on Customers E-Satisfaction. International Journal of Information Technology Convergence and Services, 7(2/3), 1–11. https://doi.org/10.5121/ijitcs.2017.7301
Melinda. (2017). Pengaruh E-Service Quality Terhadap E-Loyalty Pelanggan Go-Jek Melalui E-Satisfaction Pada Kategori Go-Ride. Jurnal Mahasiswa Manajemen Bisnis, 5(1), 95–100.
Chen, J. V., Chen, Y., & Capistrano, E. P. S. (2013). Process quality and collaboration quality on B2B e-commerce. https://doi.org/10.1108/IMDS-10-2012-0368
Eid, M. I. (2007). Determinants Of E-Commerce Customer Satisfaction, Trust, And Loyalty In Saudi Arabia, 78–93.
FSB (Financial Stability Board). (2017). FinTech credit: Market structure, business models, and financial stability implications.
Gaffar, V. (2007). CRM dan MPR Hotel. Bandung: Alfabeta.
Ghalandari, K. (2012). The Effect of E-Service Quality on E-Trust and E-Satisfaction as Key Factors Influencing Creation of E-Loyalty in E-Business Context : The Moderating Role of Situational Factors, 2(12), 12847–12855.
Giovanis, Apostolos N., and P. A. (2014). Gaining Customer Loyalty in the E-Tailing Marketplace : The Role of E-Service Quality, E – Satisfaction, and E– Trust. Technology Marketing, 9, No.3.
Hendra, S.R., E., & K.S., B. (2018). The Effect of E-Service Quality and E-Recovery Service Quality on E-Loyalty through E-Satisfaction, on E-Commerce in Indonesia. Abstract , 6(4): 178–195.
Kim, J., & Kim, C. (2010). E-service quality perceptions : a cross-cultural comparison of American and Korean consumers, 4(3), 257–275. https://doi.org/10.1108/17505931011070604
Kotler, K. (2012). Manajemen Pemasaran (12th ed.). Jakarta: Erlangga.
Lovelock, Christopher and Jochen Wirtz, J. M. (2011). Pemasaran Jasa: Manusia, Teknologi, Strategi Perspektif Indonesia. (D. W. dan D. B. Putera, Ed.) (7th ed.). Jakarta: Erlangga.
Mindy Jeon, Myunghee dan Jeong, M. (2017). Customers’ perceived website service equality and its effects on e-loyalty, International Journal of Contemporary Hospitality Management, 29(1), 438–457.
Muh. Feroza A, Muhdiyanto, D. A. (2018). Economics and Bussiness, 1(1), 39–45. OJK. (2018). Pangsa Pasar fintech Indonesia (2017-2021). Retrieved November 1, 2018, from www.ojk.go.id
Pasumarthy, P. B., Lakshmaiah, K., & Foundation, E. (2015). E-Loyalty and E- satisfaction of E-commerce (December).
Permada, C., Nyoman, N., & Yasa, K. (2018). The Influence of Corporate Image and E-Service Quality on E- Satisfaction and E-Loyalty of Shopee Application Users in Denpasar, 42(2017), 53–65.
Roy Franedya. (2018). Mulai dari Millennial Hingga UMKM Bisa Akses Fintech. Retrieved April 20, 2019, from https:// www. CNBC Indonesia. com/fintech/20180112144801-37-1340/mulai- dari-milenial-hingga-umkm-bisa-akses-fintech Sabiote, C.
M., Frías, D. M., & Castañeda, J. A. (2012). moderating effect of culture E-service quality as an antecedent to e-satisfaction The moderating effect of culture https://doi.org/10.1108/14684521211229011
Sangadji, E. M., & S. (2013). Consumer Behavior: Perilaku Konsumen dan Strategi Pemasaran (2nd ed.). Jakarta: Erlangga.
Santika, I. W., & Pramudana, K. A. S. (2018). Peran Mediasi E-Satisfaction Pada Pengaruh E-Service Quality Terhadap E-Loyalty Situs Online Travel di Bali, 1(BPS 2015), 278–289.
Sativa, A., Rahayu, S., & Astuti, T. (2016). Analisis Pengaruh E-Trust dan E- Service Quality terhadap E-Loyalty dengan E-Satisfaction sebagai Variabel Intervening ( Studi pada Pengguna E-Commerce C2C Tokopedia ), 5, 1–10.
Sheng, Tianxiang dan Liu, C. (2010). An Empirical Study On The Effect Of E-Service Quality On Online Customer Satisfaction and Loyalty, 1, 273–283.
Swastha, I. B. (2012). Manajemen Pemasaran Modern (2nd ed.). Yogyakarta: Liberty Offset.
Tang, T., & Huang, R. (2015). The Relationships among Trust, Customer Online Behaviors, 1(2), 16–25.
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M.(2016). E-Service Quality, E-Satisfaction, and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence from Malaysia. IOP Conference Series: Materials Science and Engineering, 31(1).https://doi.org/10.1088 /1757-899X/131/1/012012
Turban, Efraim, David Kim, Dennis Viehland, J. L. (2015). Electronic Commerce, a Managerial and Social Networks Perspective. Eight Edition (8th ed.). Switzerland: Springer.
Yen, C., Lu, H., & Lu, H. (2008). an empirical study in online auction Effects of e-service quality on loyalty intention : an empirical study in online auction.https://doi.org/10.1108/09604520810859193
Yousafzai, S. Y., Pallister, J. G., & Foxall, G. R. (2003). A Proposed Model of E Trust for Electronic Banking Technovation, 23, 847–860.
Zeithaml, Valarie A., Bitner, M. J., and D. D. G. (2013). Services marketing. Integrating Customer Focus Across the Firm (6th ed.). New York: McGraw-Hill Irwin.
Zhu, D. (2016). Loyalty : Mongolian Online Shopping Behavior. https://doi.org/10.1109/IIAI-AAI.2016.144
Ahmad, Asad, Rahman, Obaidur dan Khan, M. (2017). Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty: Evidence from internet users in India. Research in Interactive Marketing, 11(3),246–267.
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust. International Journal of Marketing Studies, 9(2), 92. https://doi.org/10.5539/ijms.v9n2p92
Awadallah, N., & Saad, S. G. (2017). Studying the Impact of Egyptian Hotels Websites Marketing on Customers E-Satisfaction. International Journal of Information Technology Convergence and Services, 7(2/3), 1–11. https://doi.org/10.5121/ijitcs.2017.7301
Melinda. (2017). Pengaruh E-Service Quality Terhadap E-Loyalty Pelanggan Go-Jek Melalui E-Satisfaction Pada Kategori Go-Ride. Jurnal Mahasiswa Manajemen Bisnis, 5(1), 95–100.
Chen, J. V., Chen, Y., & Capistrano, E. P. S. (2013). Process quality and collaboration quality on B2B e-commerce. https://doi.org/10.1108/IMDS-10-2012-0368
Eid, M. I. (2007). Determinants Of E-Commerce Customer Satisfaction, Trust, And Loyalty In Saudi Arabia, 78–93.
FSB (Financial Stability Board). (2017). FinTech credit: Market structure, business models, and financial stability implications.
Gaffar, V. (2007). CRM dan MPR Hotel. Bandung: Alfabeta.
Ghalandari, K. (2012). The Effect of E-Service Quality on E-Trust and E-Satisfaction as Key Factors Influencing Creation of E-Loyalty in E-Business Context : The Moderating Role of Situational Factors, 2(12), 12847–12855.
Giovanis, Apostolos N., and P. A. (2014). Gaining Customer Loyalty in the E-Tailing Marketplace : The Role of E-Service Quality, E – Satisfaction, and E– Trust. Technology Marketing, 9, No.3.
Hendra, S.R., E., & K.S., B. (2018). The Effect of E-Service Quality and E-Recovery Service Quality on E-Loyalty through E-Satisfaction, on E-Commerce in Indonesia. Abstract , 6(4): 178–195.
Kim, J., & Kim, C. (2010). E-service quality perceptions : a cross-cultural comparison of American and Korean consumers, 4(3), 257–275. https://doi.org/10.1108/17505931011070604
Kotler, K. (2012). Manajemen Pemasaran (12th ed.). Jakarta: Erlangga.
Lovelock, Christopher and Jochen Wirtz, J. M. (2011). Pemasaran Jasa: Manusia, Teknologi, Strategi Perspektif Indonesia. (D. W. dan D. B. Putera, Ed.) (7th ed.). Jakarta: Erlangga.
Mindy Jeon, Myunghee dan Jeong, M. (2017). Customers’ perceived website service equality and its effects on e-loyalty, International Journal of Contemporary Hospitality Management, 29(1), 438–457.
Muh. Feroza A, Muhdiyanto, D. A. (2018). Economics and Bussiness, 1(1), 39–45. OJK. (2018). Pangsa Pasar fintech Indonesia (2017-2021). Retrieved November 1, 2018, from www.ojk.go.id
Pasumarthy, P. B., Lakshmaiah, K., & Foundation, E. (2015). E-Loyalty and E- satisfaction of E-commerce (December).
Permada, C., Nyoman, N., & Yasa, K. (2018). The Influence of Corporate Image and E-Service Quality on E- Satisfaction and E-Loyalty of Shopee Application Users in Denpasar, 42(2017), 53–65.
Roy Franedya. (2018). Mulai dari Millennial Hingga UMKM Bisa Akses Fintech. Retrieved April 20, 2019, from https:// www. CNBC Indonesia. com/fintech/20180112144801-37-1340/mulai- dari-milenial-hingga-umkm-bisa-akses-fintech Sabiote, C.
M., Frías, D. M., & Castañeda, J. A. (2012). moderating effect of culture E-service quality as an antecedent to e-satisfaction The moderating effect of culture https://doi.org/10.1108/14684521211229011
Sangadji, E. M., & S. (2013). Consumer Behavior: Perilaku Konsumen dan Strategi Pemasaran (2nd ed.). Jakarta: Erlangga.
Santika, I. W., & Pramudana, K. A. S. (2018). Peran Mediasi E-Satisfaction Pada Pengaruh E-Service Quality Terhadap E-Loyalty Situs Online Travel di Bali, 1(BPS 2015), 278–289.
Sativa, A., Rahayu, S., & Astuti, T. (2016). Analisis Pengaruh E-Trust dan E- Service Quality terhadap E-Loyalty dengan E-Satisfaction sebagai Variabel Intervening ( Studi pada Pengguna E-Commerce C2C Tokopedia ), 5, 1–10.
Sheng, Tianxiang dan Liu, C. (2010). An Empirical Study On The Effect Of E-Service Quality On Online Customer Satisfaction and Loyalty, 1, 273–283.
Swastha, I. B. (2012). Manajemen Pemasaran Modern (2nd ed.). Yogyakarta: Liberty Offset.
Tang, T., & Huang, R. (2015). The Relationships among Trust, Customer Online Behaviors, 1(2), 16–25.
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M.(2016). E-Service Quality, E-Satisfaction, and E-Loyalty of Online Shoppers in Business to Consumer Market; Evidence from Malaysia. IOP Conference Series: Materials Science and Engineering, 31(1).https://doi.org/10.1088 /1757-899X/131/1/012012
Turban, Efraim, David Kim, Dennis Viehland, J. L. (2015). Electronic Commerce, a Managerial and Social Networks Perspective. Eight Edition (8th ed.). Switzerland: Springer.
Yen, C., Lu, H., & Lu, H. (2008). an empirical study in online auction Effects of e-service quality on loyalty intention : an empirical study in online auction.https://doi.org/10.1108/09604520810859193
Yousafzai, S. Y., Pallister, J. G., & Foxall, G. R. (2003). A Proposed Model of E Trust for Electronic Banking Technovation, 23, 847–860.
Zeithaml, Valarie A., Bitner, M. J., and D. D. G. (2013). Services marketing. Integrating Customer Focus Across the Firm (6th ed.). New York: McGraw-Hill Irwin.
Zhu, D. (2016). Loyalty : Mongolian Online Shopping Behavior. https://doi.org/10.1109/IIAI-AAI.2016.144