IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v10y2021i6p56-62.html
   My bibliography  Save this article

The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

Author

Listed:
  • Lusiana Pratiwi

    (Faculty of Economic and Business, University of Brawijaya, Handil Bakti street, Alalak, Barito Kuala, 70582 South Kalimantan,Indonesia)

  • Sunaryo Sunaryo

    (Faculty of Economic and Business, University of Brawijaya Griyashanta Blok B/53 65142, Malang, Indonesia)

Abstract

The amount of e-wallet providers in Indonesia is so many, so there is intense competition between each e-wallet provider. The tighter competition for e-wallet, makes users not only loyal to one type of e-wallet and makes users switch brands or providers in using an e-wallet. This study aims to investigate the factors that influence e-service quality on e-loyalty mediated by e-trust and brand image. This research is categorized as explanatory research. Respondents in this study were users of the OVO e-wallet application in Malang City, determining the number of samples in this study using a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM. The results showed that e-service quality had no significant effect on e-loyalty. E-service quality has a significant effect on e-trust, e-trust has a significant effect on e-loyalty. E-service quality has a significant effect on brand image, brand image has a significant effect on e-loyalty. E-trust and brand image can play a fully mediating role in the relationship between e-service quality and e-loyalty. OVO is expected to continue to maintain and increase e-trust because it is proven in this research that e-trust has the greatest influence on e-loyalty so that it can be a competitive advantage for OVO. Key Words:e-service quality, e-loyalty, e-trust, brand image.

Suggested Citation

  • Lusiana Pratiwi & Sunaryo Sunaryo, 2021. "The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(6), pages 56-62, September.
    • Handle: RePEc:rbs:ijbrss:v:10:y:2021:i:6:p:56-62
    DOI: 10.20525/ijrbs.v10i6.1364
    as

    Download full text from publisher

    File URL: https://doi.org/10.20525/ijrbs.v10i6.1364
    Download Restriction: no
    File URL: https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/1364/986
    Download Restriction: no
    File URL: https://libkey.io/10.20525/ijrbs.v10i6.1364?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Subaebasni Subaebasni & Henny Risnawaty & A.R. Arie Wicaksono, 2019. "Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta," International Review of Management and Marketing, Econjournals, vol. 9(1), pages 90-97.
    2. Selamet Riyadi, 2019. "Influence between Banking Service Quality and Brand Image Against Customer Relationship and Loyalty in Sharia Bank," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 322-342.
    3. Rami Mohammad Al-dweeri & Zaid Mohammad Obeidat & Mohammad Ahmad Al-dwiry & Muhammad Turki Alshurideh & Alaa Mohammad Alhorani, 2017. "The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(2), pages 92-103, April.
    4. Rodríguez, Pablo Gutiérrez & Villarreal, Ricardo & Valiño, Pedro Cuesta & Blozis, Shelley, 2020. "A PLS-SEM approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2023. "Understanding the user satisfaction and loyalty of customer service chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    2. Pedro Cuesta-Valiño & Sergey Kazakov & Pablo Gutiérrez-Rodríguez & Orlando Lima Rua, 2023. "The effects of the aesthetics and composition of hotels’ digital photo images on online booking decisions," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-11, December.
    3. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & García-Henche, Blanca, 2022. "Word of mouth and digitalization in small retailers: Tradition, authenticity, and change," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    4. Rahman, Muhammad Sabbir & Bag, Surajit & Hossain, Md Afnan & Abdel Fattah, Fadi Abdel Muniem & Gani, Mohammad Osman & Rana, Nripendra P., 2023. "The new wave of AI-powered luxury brands online shopping experience: The role of digital multisensory cues and customers’ engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    5. Molinillo, Sebastian & Aguilar-Illescas, Rocío & Anaya-Sánchez, Rafael & Carvajal-Trujillo, Elena, 2022. "The customer retail app experience: Implications for customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    6. Rayburn, Steven W. & Anderson, Sidney T. & Zank, Gail M. & McDonald, Imani, 2022. "M-atmospherics: From the physical to the digital," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    7. Bianca Polenzani & Andrea Marchini, 2022. "Does the Covid-19 affect food consumption patterns? A Transaction Cost Perspective," Economia agro-alimentare, FrancoAngeli Editore, vol. 24(2), pages 1-28.
    8. Artur Strzelecki & Mariia Rizun, 2022. "Consumers’ Change in Trust and Security after a Personal Data Breach in Online Shopping," Sustainability, MDPI, vol. 14(10), pages 1-17, May.
    9. Assarzadegan, Parisa & Hejazi, Seyed Reza, 2021. "A game theoretic approach for analyzing the competition between national and store brands by considering store loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    10. Agarwal, Reeti & Mehrotra, Ankit & Misra, Dheeraj, 2022. "Customer happiness as a function of perceived loyalty program benefits - A quantile regression approach," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    11. Wan Afezah Wan Abdul Rahman & Zainil Hanim Saidin, 2021. "Customer Loyalty: The Effect of Service Quality and Brand Image in Malaysias Automotive Industry," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 11(4), pages 188-199, April.
    12. Nguyen, Phi Dung & Huynh, Cong Minh, 2023. "Sustainable E-commerce Logistics for Customer Satisfaction: Evidence from Vietnam," MPRA Paper 115976, University Library of Munich, Germany.
    13. Ghalia Ammari & Barween Al Kurdi & Muhammad Alshurideh & Bader Obeidat & Al-Hareth Abu Hussien & Ala¡¯aldin Alrowwad, 2017. "Investigating the Impact of Communication Satisfaction on Organizational Commitment: A Practical Approach to Increase Employees¡¯ Loyalty," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(2), pages 113-133, April.
    14. Qing Ye & Hong Wu, 2023. "Offline to online: The impacts of offline visit experience on online behaviors and service in an Internet hospital," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-21, December.
    15. Qingyu Zhang & Sohail Ahmad, 2022. "Linking Corporate Social Responsibility, Consumer Identification and Purchasing Intention," Sustainability, MDPI, vol. 14(19), pages 1-17, October.
    16. Abdullah F. Alnaim & Abu Elnasr E. Sobaih & Ibrahim A. Elshaer, 2022. "Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach," Mathematics, MDPI, vol. 10(13), pages 1-15, July.
    17. Kim, Minseong, 2022. "How can I Be as attractive as a Fitness YouTuber in the era of COVID-19? The impact of digital attributes on flow experience, satisfaction, and behavioral intention," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    18. Tsuen-Ho Hsu & Sen-Tien Her & Jia-Jeng Hou, 2021. "Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries," Mathematics, MDPI, vol. 9(20), pages 1-32, October.
    19. Higueras-Castillo, Elena & Liébana-Cabanillas, Francisco J. & Villarejo-Ramos, Ángel F., 2023. "Intention to use e-commerce vs physical shopping. Difference between consumers in the post-COVID era," Journal of Business Research, Elsevier, vol. 157(C).
    20. Muhammad Alshurideh, 2017. "A Theoretical Perspective of Contract and Contractual Customer-Supplier Relationship in the Mobile Phone Service Sector," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(7), pages 201-201, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rbs:ijbrss:v:10:y:2021:i:6:p:56-62. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.