Pengaruh E-Quality, E-Trust, E-Satisfaction Terhadap E-Loyalty (Suatu Penelitian Pada Situs Belanja Online: Blibli.Com Di Wilayah DKI Jakarta)
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Institusion
STIE Indonesia Banking School
Author
Dwiarti, Dini
Subject
HD28 Management. Industrial Management
Datestamp
2020-07-30 05:24:21
Abstract :
As shown by the growth of the internet, raises many online sites called e-commerce. Each of the online sites competing to maintain their business, and to maintain their e-commerce business, each companies need to gain customer loyalty, called e-loyalty. The main focus of this research is to analyze the affect of e-quality, e-trust and e-satisfaction towards e-loyalty in online sites In this research, researcher use descriptive method and questionaire as the main tools. The object of this research is one of the online sites in Indonesia named blibli.com, with 150 respondents, which are blibli.com customers in Jakarta. This research show the direct affect of e-satisfaction toward e-loyalty. The 5 dimensions of e-quality ( ease of use, e-scape, responsiveness, cutomization and assurance) also affect the e-loyalty through e-satisfation. The two dimensions of e-quality; ease of use and assurance bring over the e-loyalty through e-trust. As for other dimensions of e-quality, such as e-scape, responsiveness and customization, most of them indirectly affect the e-loyalty Keyword: customer services quality, customer loyalty, trust, electronic commerce, customer satisfaction
As shown by the growth of the internet, raises many online sites called e-commerce. Each of the online sites competing to maintain their business, and to maintain their e-commerce business, each companies need to gain customer loyalty, called e-loyalty. The main focus of this research is to analyze the affect of e-quality, e-trust and e-satisfaction towards e-loyalty in online sites In this research, researcher use descriptive method and questionaire as the main tools. The object of this research is one of the online sites in Indonesia named blibli.com, with 150 respondents, which are blibli.com customers in Jakarta. This research show the direct affect of e-satisfaction toward e-loyalty. The 5 dimensions of e-quality ( ease of use, e-scape, responsiveness, cutomization and assurance) also affect the e-loyalty through e-satisfation. The two dimensions of e-quality; ease of use and assurance bring over the e-loyalty through e-trust. As for other dimensions of e-quality, such as e-scape, responsiveness and customization, most of them indirectly affect the e-loyalty Keyword: customer services quality, customer loyalty, trust, electronic commerce, customer satisfaction
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