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The Role Of E-Service Quality To Customer Satisfaction And Loyalty

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  • issalillah, fayola

Abstract

The existence of the internet is followed by the development of various advanced technologies such as smartphones. A smartphone is a smart phone that is equipped with various convenience features for its users. Many aspects of life are affected by the development of the internet, one of which is consumer behavior. Consumer behavior is dynamic, meaning that consumer behavior is always changing and moving all the time, therefore when the Internet and technology continue to develop, consumer behavior also changes, including in terms of shopping. Customer satisfaction and loyalty depends on the quality of service provided by the company, in the online market we are more familiar with e-service quality is a new version of service quality that was developed to evaluate a service provided on the internet network. This study will examine the effect of e-service quality on customer satisfaction and loyalty by involving 276 respondents who frequently shop online. The analytical tool used is path analysis. From the findings of the study mentioned that e-service quality has a significant influence on customer satisfaction but e-service quality does not have a significant effect on customer loyalty. Keywords: e-service quality, customer satisfaction, loyalty

Suggested Citation

  • issalillah, fayola, 2020. "The Role Of E-Service Quality To Customer Satisfaction And Loyalty," OSF Preprints csx3z, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:csx3z
    DOI: 10.31219/osf.io/csx3z
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    References listed on IDEAS

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    3. Kasper, Hans, 1988. "On problem perception, dissatisfaction and brand loyalty," Journal of Economic Psychology, Elsevier, vol. 9(3), pages 387-397, September.
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    Keywords

    e-service quality; customer satisfaction; loyalty;
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