E-Service Quality Kepuasan Konsumen Melalui E-Commerce Terhadap Loyalitas Konsumen

Authors

  • Madan Rakhmat Romadhan Universitas Balikpapan
  • Nina Indriastuty Universitas Balikpapan
  • C. Prihandoyo Universitas Balikpapan

DOI:

https://doi.org/10.36277/geoekonomi.v10i2.90

Keywords:

E-Service Quality, Customer satisfaction, Customer loyalty, E-Commerce

Abstract

Rakhmat Romadhan, E-Service Quality  Kepuasan Konsumen Melalui E-Commerce Terhadap Loyalitas Konsumen. Tujuan penelitian ini untuk mengetahui pengaruh E-Service Quality terhadap Kepuasan Konsumen dalam melakukan pembelian di Mobile Application Lazada serta dampaknya terhadap Loyalitas Konsumen. Populasi dalam penelitian adalah sebesar 1532 orang sedangkan sampel dalam penelitian adakah sebesar 94 orang responden pengguna Mobile Application Lazada. Analisis data menggunakan pendekatan Partial Least Square (PLS).  dengan menggunakan SmartPLS versi 3.0. Hasil penelitian ini, ditemukan bahwa E-Service Quality memiliki pengaruh yang positif dan signifikan terhadap Kepuasan Konsumen; Kepuasan Konsumen memiliki pengaruh yang positif dan signifikan terhadap Loyalitas Konsumen; E-Service memiliki pengaruh yang positif tetapi tidak signifikan terhadap Loyalitas Konsumen ; dan E-Service Quality tidak berpengaruh langsung terhadap loyalitas konsumen pada pengguna Mobile Application Lazada melalui kepuasan konsumen.

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Author Biographies

Madan Rakhmat Romadhan, Universitas Balikpapan

Program Studi Manajemen, Fakultas Ekonomi, Universitas Balikpapan

Nina Indriastuty, Universitas Balikpapan

Program Studi Manajemen Fakultas Ekonomi Universitas Balikpapan

C. Prihandoyo, Universitas Balikpapan

Program Studi Manajemen, Fakultas Ekonomi, Universitas Balikpapan

References

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Prihandoyo, C. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan JNE Cabang Balikpapan. Jurnal GeoEkonomi, 10(1), 116-129. Retrieved from https://fem.uniba-bpn.ac.id/jurnal/index.php/geoekonomi/article/view/59

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Published

2019-09-30

How to Cite

Rakhmat Romadhan, M., Indriastuty, I., & Prihandoyo, C. . (2019). E-Service Quality Kepuasan Konsumen Melalui E-Commerce Terhadap Loyalitas Konsumen. Jurnal GeoEkonomi, 10(2), 150–163. https://doi.org/10.36277/geoekonomi.v10i2.90

Issue

Vol. 10 No. 2 (2019)

Section

Articles

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