Open AccessE-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis
Author(s) -
Hari Muharam,
Harmon Chaniago,
Endraria Endraria,
Amran Harun
Publication year - 2021
Publication title -
jurnal minds: manajemen ide dan inspirasi/jurnal minds : manajemen ide dan inspirasi
Language(s) - English
Resource type - Journals
eISSN - 2597-6990
pISSN - 2442-4951
DOI - 10.24252/minds.v8i2.23224
Subject(s) - business , loyalty business model , marketing , customer satisfaction , service quality , loyalty , purchasing , customer delight , customer advocacy , service (business) , advertising , quality (philosophy) , customer retention , sample (material) , philosophy , chemistry , epistemology , chromatography
Why do online customers become loyal in their purchases on e-commerce sites? We examine how e-service quality, trust, and customer satisfaction affect customer loyalty towards purchasing goods and services. The proposed model also investigates the relationships among e-service quality, trust to loyalty, and satisfaction as a mediator that remains underexplored. The sample of this study is 350 millennial respondents as online buyers in Bogor city. PLS-SEM modeling procedure was used to test the proposed research model. We find that the quality of e-service and trust has a significant favorable influence on customer loyalty, and this effect is mediated by customer satisfaction. This study highlights the role of e-commerce producers in gaining loyalty through efficient service offerings and shape positive psychological in online marketing practices.