The Moderating Roles of E-Satisfaction in the Relationships Between E-Service Quality and E-Loyalty

Bella Nisa Rachmawati (), Ratih Hurriyati, Heny Hendrayati and Lili Adi Wibowo
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Bella Nisa Rachmawati: Universitas Pendidikan
Ratih Hurriyati: Universitas Pendidikan
Heny Hendrayati: Universitas Pendidikan
Lili Adi Wibowo: Universitas Pendidikan

A chapter in Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022), 2024, pp 650-661 from Springer

Abstract: 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.

Keywords: E-commerce; E-loyalty; E-satisfaction; E-service quality; Online Shopping (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-234-7_68

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