Partial least squares structural equation modelling approach: how e-service quality affects customer satisfaction and behaviour intention of e-money | Zendy

Fransisca Dini Ariyanti | Zendy; Anastasia Alowisius Joseph | Zendy

Open Access

Partial least squares structural equation modelling approach: how e-service quality affects customer satisfaction and behaviour intention of e-money

Author(s) -

Fransisca Dini Ariyanti,

Anastasia Alowisius Joseph

Publication year - 2020

Publication title -

iop conference series earth and environmental science

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.179

H-Index - 26

eISSN - 1755-1307

pISSN - 1755-1315

DOI - 10.1088/1755-1315/426/1/012130

Subject(s) - structural equation modeling , partial least squares regression , customer satisfaction , variable (mathematics) , service quality , psychology , value (mathematics) , customer value , variables , service (business) , statistics , cash , econometrics , mathematics , social psychology , business , marketing , economics , microeconomics , mathematical analysis , profit (economics) , finance

The purpose of this study is to find out how E-service quality (E-SQ) affects customer satisfaction (CS) and behaviour intention (BI) in electronic money. The research method used is Partial Least Square-Structural Equation Modelling, PLS-SEM to determine the relationship between E-SQ to CS, E-SQ to BI, CS to BI and the relationship of E-SQ to BI with CS as a mediating variable. In processing data, it is known that E-SQ significantly affects CS with a value of 81.1%. Non-significant E-SQ affects BI with a value of 0.056, where E-SQ significantly affects BI with CS variable as a mediating variable with a value of 0.599. Based on the calculation results, it is found that CS directly affects BI users of electronic money ABC with a value of 0.669. This shows that the higher the E-SQ given, the higher the level of customer satisfaction will also have an impact on BI users of electronic money X-cash.

The content you want is available to Zendy users.

Already have an account? Click here to sign in.

Having issues? You can contact us here

Accelerating Research