PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY MELALUI E-SATISFACTION (STUDI PADA PELANGGAN TOKO ONLINE SHOPEE DI KOTA MEDAN) PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY MELALUI E-SATISFACTION (STUDI PADA PELANGGAN TOKO ONLINE SHOPEE DI KOTA MEDAN)
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Published:
Jun 15, 2019
Keywords:
e-service quality, e-satisfaction, , e-loyalty
Section
Computer Science
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Abstract
The research objective is to analyze the results of e-quality services for e-loyalty through customer e-satisfaction at Shopee's online store in Medan City. The study was conducted in Medan City on 135 Shopee store customers online. The analytical tool used is Structural Equation Modeling (SEM) with AMOS assistance. This study found that e-service quality had a significant effect on e-satisfaction and e-loyalty, satisfaction had significant effect on e-loyalty, and satisfaction-satisfaction mediated partial mediation between e-service quality and e-loyalty.
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How to Cite
Saragih, M. G. (2019) “PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY MELALUI E-SATISFACTION (STUDI PADA PELANGGAN TOKO ONLINE SHOPEE DI KOTA MEDAN): PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY MELALUI E-SATISFACTION (STUDI PADA PELANGGAN TOKO ONLINE SHOPEE DI KOTA MEDAN)”, Jurnal Mantik, 3(1), pp. 190-195. Available at: https://iocscience.org/ejournal/index.php/mantik/article/view/141 (Accessed: 15May2025).
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Fahrika, Afifa., Rachma, N dan Slamet, Afi Rachmat. Pengaruh Online Marketing dan E-Service Quality Terhadap Loyalitas Dengan Kepuasan Sebagai Variabel Intervening Pada Online Shop Joyism Malang. E – Jurnal Riset Manajemen Prodi Manajemen. Fakultas Ekonomi dan Bisnis Unisma. N.d.
Ferdinand, Augusty. Structural Equation Modeling Dalam Penelitian Manajemen. Semarang: Badan Penerbit Universitas Diponegoro. 2006.
Giovanis, A. N., & Athanasopoulou, P. Gaining customer loyalty in the etailing marketplace: the role of e-service quality, e-satisfaction and e-trust. International Journal of Technology Marketing, 9(3), 288–304. https://doi.org/10.1504/IJTMKT.2014.063857. 2014.
Hur, Youngjin., Ko Yong Jae., Valacich, Joseph. A Structural Model of the Relationships Between Sport Website Quality, E-Satisfaction, and E-Loyalty. Journal of Sport Management, 25, 458-473. 2011.
Philip Kotler dan Kevin L. Keller. Manajemen Pemasaran edisi ke 12 Jilid ke 1. New Jersey: Indeks. 2006.
Prasetyo, H. D., & Dinalestari Purbawati. Pengaruh E-Service Quality Dan E-Security Seals Terhadap E-Satisfaction Melalui Keputusan Pembelian Konsumen. Jurnal Administrasi Bisnis, 5(2), 127–134. 2016.
Pratiwi, S. A. Pengaruh E-Service Quality Terhadap Behavior Intentions Dengan E-Satisfaction Sebagai Mediator. Jurnal Computech & Bisnis, 10(2), 2. 2016.
Preacher, K. J. & Leonardelli, G. J. Calculation for the Sobel test: An interactive calculation tool for mediation tests. Diakses dari http://people.ku.edu/~preacher/sobel/sobel.htm. 2010.
Sheng, Tianxiang dan Liu,Chunlin. An Empirical Study On The Effect Of E-Service Quality On Online Customer Satisfaction and Loyalty,Vol 1, pp 273-283.2010.
Tjiptono, Fandy., dan Chandra, Gregorius. Service, Quality & Satisfaction (Edisi 3). Yogyakarta: ANDI. 2011.
Ulum, Faruk., dan Muchtar, Rinaldi. Pengaruh E-Service Quality Terhadap E-Customer Satisfaction Website Start-Up Kaosyay. Jurnal Tekno Kompak, Vol. 12, No. 2, 2018, 68-72. ISSN 1412-9663.2018.