The Effect of Website Design Quality, E-Service Quality, and Brand Image on E-Satisfaction and E-Loyalty of E-Commerce Customers

Tesa Daniati and Rr. Ratna Roostika
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Tesa Daniati: Department of Business and Economics, Universitas Islam Indonesia
Rr. Ratna Roostika: Department of Business and Economics, Universitas Islam Indonesia

International Journal of Research and Scientific Innovation, 2021, vol. 8, issue 10, 119-126

Abstract: This study aims to analyze the variables that affect the satisfaction and loyalty of e-commerce customers. This study uses a structural equation model (SEM) analysis. The data used in this study is secondary data collected using a questionnaire from e-commerce customers in western Indonesia as many as 300 respondents. The results found that Website Design Quality and E-service Quality positively and significantly affect E-satisfaction. Brand Image positively and significantly affects E-Loyalty. Then E-satisfaction positively and significantly affects E-Loyalty.

Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:bjc:journl:v:8:y:2022:i:10:p:119-126

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