PENGARUH E-SERVICE QUALITY, E-TRUST DAN E-PROMOTION TERHADAP E-CUSTOMER LOYALTY DENGAN E-CUSTOMER SATISFACTION SEBAGAI PEMEDIASI
Total View This Week0
Total View This Week0
Institusion
Universitas Bung Hatta
Author
Bima, Triatmojo
Sefnedi, Sefnedi
Reni, Yuliviona
Sefnedi, Sefnedi
Reni, Yuliviona
Subject
H Social Sciences (General)
Datestamp
2025-03-14 07:14:47
Abstract :
The purpose of this study was to determine the effect of e-customer satisfaction as a mediator on the relationship between e-service quality, e-trust, e-promotion and e-customer loyalty of the New PLN Mobile application users at PLN UP3 Bukit Tinggi. This study performs the structural equality modeling (SEM) method to test the hypotheses development. The numbers of sample were 135 respondents by using purposive sampling method. The results of analysis showed that e-service quality and e-promotion did not have a significant effect on e-customer loyalty. However, e-trust and e-customer satisfaction have a significant effect on e-customer loyalty. Furthermore, e-service quality, e-trust and e-promotion have a significant effect on e-customer satisfaction. In addition, the results showed that e-customer satisfaction mediated the relationship between e-service quality, e-trust, e-promotion and e-customer loyalty. Keyword: e-service quality, e-trust, e-promotion, e-customer satisfaction, e-customer loyalty, New PLN Mobile Application
The purpose of this study was to determine the effect of e-customer satisfaction as a mediator on the relationship between e-service quality, e-trust, e-promotion and e-customer loyalty of the New PLN Mobile application users at PLN UP3 Bukit Tinggi. This study performs the structural equality modeling (SEM) method to test the hypotheses development. The numbers of sample were 135 respondents by using purposive sampling method. The results of analysis showed that e-service quality and e-promotion did not have a significant effect on e-customer loyalty. However, e-trust and e-customer satisfaction have a significant effect on e-customer loyalty. Furthermore, e-service quality, e-trust and e-promotion have a significant effect on e-customer satisfaction. In addition, the results showed that e-customer satisfaction mediated the relationship between e-service quality, e-trust, e-promotion and e-customer loyalty. Keyword: e-service quality, e-trust, e-promotion, e-customer satisfaction, e-customer loyalty, New PLN Mobile Application
Download
book
BibTex
Latex, Jabref
cloud_download
Original Resource
url resource Institution
