PENGARUH KUALITAS LAYANAN ELEKTRONIK TERHADAP KEPUASAN PELANGGAND ELEKTRONIK DAN DAMPAKNYA PADA LOYALITAS ELEKTRONIK (SURVEI OF ONLINE SHOPPING SERVICE USERS IN KAB.BEKASI)

Abstract

Purpose To identify how each variable influences: The Influence of E-Service Quality towards E-Customer Satisfaction and its impact on E-Loyalty (Survey of Online Shopping Service Users in Kab.Bekasi). Design/Methodology This research was conducted using quantitative methods and primary data through an online questionnaire (Google Form). The sample size was 196 respondents with the majority aged 17-25 years who had ever transacted online. The data analysis technique used is Partial Least Square Structural Equation Modeling (PLS-SEM) through the SmartPLS v3.0 software program and testing the construct validity using Factor Analysis (CFA) Hypotheses are accepted or rejected using T-Stat values and P values. Finding/Results The results of the hypotheses testing showed that electronic service quality was of significant impact on electronic loyalty of oneline shopping service users. Originality This is the first study at President University that explores all the variables done in the context of electronic service quality of online shopping service users.