Beyond Convenience: Understanding E-Service Quality Role In Fostering E-Customer Satisfaction And Loyalty

Siti Yolanda Rahman Utami; Edy Yulianto; Agung Nugroho L.I.F

doi:10.24912/jm.v28i2.1956

Authors

Siti Yolanda Rahman Utami Department of Master Administration Business, Faculty of Administration, Brawijaya University, Malang
Edy Yulianto Department of Master Administration Business, Faculty of Administration, Brawijaya University, Malang
Agung Nugroho L.I.F Department of Master Administration Business, Faculty of Administration, Brawijaya University, Malang

DOI:

https://doi.org/10.24912/jm.v28i2.1956

Keywords: E-Customer Loyalty; E-Customer Satisfaction; E-Service Quality; Indonesian E-Commerce.

Abstract

This research investigates the relationships between e-service quality, customer satisfaction, and loyalty within Indonesian e-commerce, explicitly focusing on the Shopee platform. Analyse 279 Shopee customers; the study examines the impact of website design, customer service, security, and fulfilment on e-service quality, customer satisfaction and loyalty. Using the purposive sampling method and SEM-PLS inferential analysis, the findings highlight the significant influence of website design on e-service quality. In contrast, customer service and security exhibit no statistically significant impact. Interestingly, efficient fulfilment emerges as a pivotal factor in enhancing e-service quality. This study underscores the significant influence of e-service quality in paving e-customer loyalty, directly or indirectly, via the mediating role of customer satisfaction. The implications of the research extend to actionable insights for e-commerce enterprises, offering strategic guidance to navigate and succeed in the competitive digital landscape of Indonesia.

Author Biographies

Siti Yolanda Rahman Utami, Department of Master Administration Business, Faculty of Administration, Brawijaya University, Malang

yolandarahman99@gmail.com

Edy Yulianto, Department of Master Administration Business, Faculty of Administration, Brawijaya University, Malang

edy_y_fia@ub.ac.id

Agung Nugroho L.I.F, Department of Master Administration Business, Faculty of Administration, Brawijaya University, Malang

agungn_fia@ub.ac.id

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