Peran Moderasi Inertia, Convenience Motivation, Trust, Dan Perceived Value Pada Hubungan E-Satisfaction Dengan E-Loyalty: Suatu Penelitian Pada Online Retailer Zalora.Co.Id
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Institusion
STIE Indonesia Banking School
Author
Khoirullah, Ivan Rezky
Subject
HD28 Management. Industrial Management
Datestamp
2024-07-16 08:14:45
Abstract :
The significant growth of e-commerce nowadays has created an intense competition and improvement in this sector. Maintaining customer satisfaction and loyalty would become an effective way to maintain the business existence and growth. Thus, this study attempts to investigate the impact of e-satisfaction on e-loyalty which moderated by inertia, convenience motivation, trust, and perceived value in the context of e-commerce. The subject used in this study is a well-established online shopping portal in Indonesia, named Zalora.co.id. The primary data set was consist of 140 respondents of Zalora.co.id shoppers with varies demographic and characteristics and measured using data survey or questionnaire. Using AMOS SEM, the result indicates that e-satisfaction has significant and positive relationship with e-loyalty which moderated by inertia, convenience motivation, trust, and perceived value. In this study, the author suggests that Zalora.co.id needs to maintain its existence by improving its quality control, familiarity, reliability, and also enhancing the information technology implemented on its website, especially for the mobile version. Keywords: e-satisfaction, e-loyalty, inertia, convenience motivation, perceived value, trust, e-commerce, e-business, online retail.
The significant growth of e-commerce nowadays has created an intense competition and improvement in this sector. Maintaining customer satisfaction and loyalty would become an effective way to maintain the business existence and growth. Thus, this study attempts to investigate the impact of e-satisfaction on e-loyalty which moderated by inertia, convenience motivation, trust, and perceived value in the context of e-commerce. The subject used in this study is a well-established online shopping portal in Indonesia, named Zalora.co.id. The primary data set was consist of 140 respondents of Zalora.co.id shoppers with varies demographic and characteristics and measured using data survey or questionnaire. Using AMOS SEM, the result indicates that e-satisfaction has significant and positive relationship with e-loyalty which moderated by inertia, convenience motivation, trust, and perceived value. In this study, the author suggests that Zalora.co.id needs to maintain its existence by improving its quality control, familiarity, reliability, and also enhancing the information technology implemented on its website, especially for the mobile version. Keywords: e-satisfaction, e-loyalty, inertia, convenience motivation, perceived value, trust, e-commerce, e-business, online retail.
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