Pengaruh Service Quality, E-Trust Terhadap E-Satisfaction Dan E-Loyalty Konsumen

SKETSA BISNIS Pub Date : 2021-12-31 DOI:10.35891/jsb.v8i2.2632

Rufina Pramuditha, Syarifah Hudayah, Herning Indriastuti

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引用次数: 3

Abstract

Abstract The aim of this paper is to find out the effect of service quality on e-trust, service quality on e-loyalty, e-trust on e-satisfaction, and e-trust on e-loyalty. This research is an explanatory research. The sample includes 100 Consuments of Shopee Marketplace in East Kalimanta. The sample is gathered by using purposive sampling technique. This study was a quantitative approach and data were analyzed using PLS (Partial Least Square). The unit of level analysis is consument of Shopee in 10 regional or city in East Kalimantan. The results showed a significant effect of service quality on e-satisfaction, service quality significantly affects on e-loyalty, e-trust has significant effect on e-satisfaction e-trust significantly affects on e-loyalty. Keywords: Service Quality, E-Trust, E-Satisfaction, E-Loyalty, Shopee Abstrak *) Penulis Korespondensi: rufina.praditha@gmail.com Penelitian ini bertujuan untuk mengetahui pengaruh service quality terhadap e-trust, pengaruh service quality terhadap e-loyalty, pengaruh e-trust terhadap e-satisfaction, pengaruh e-trust terhadap e-loyalty. Jenis penelitian ini adalah penelitian explanatory. Sampel penelitian adalah 100 Konsumen marketplace Shopee di Kalimantan Timur. Sampel yang dikumpulkan menggunakan teknik purposive sampling. Penelitian ini bersifat kuantitatif dan menggunakan alat analisis PLS (Partial Least Square). Level unit analisis penelitian ini adalah konsumen Shopee di 10 Kabupaten atau Kota di Kalimantan Timur. Hasil penelitian menunjukkan bahwa service quality berpengaruh secara signifikan terhadap e-trust, service quality berpengaruh secara signifikan terhadap e-loyalty, e-trust berpengaruh secara signifikan terhadap e-satisfaction, e-trust berpengaruh secara signifikan terhadap e-loyalty. Kata Kunci: Kualitas Pelayanan, E-Kepercayaan, E-Kepuasan, E-Kepercayaan, Shopee

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服务质量，电子信任，电子满意，电子忠诚

摘要本文旨在研究服务质量对电子信任的影响、服务质量对电子忠诚的影响、电子信任对电子满意的影响以及电子信任对电子忠诚的影响。本研究为解释性研究。样本包括东加里曼塔Shopee市场的100名消费者。采用有目的抽样技术采集样本。本研究采用定量方法，数据分析采用偏最小二乘法(PLS)。层次分析的单位是东加里曼丹10个地区或城市的虾皮消费。结果表明:服务质量显著影响电子满意度，服务质量显著影响电子忠诚，电子信任显著影响电子满意，电子信任显著影响电子忠诚。关键词:服务质量、E-Trust、E-Satisfaction、E-Loyalty、Shopee摘要*)Penulis Korespondensi: rufina.praditha@gmail.com Penelitian ini bertujuan untuk mengetahui penaruh服务质量、E-Trust、E-Loyalty、penaruh E-Trust、E-Satisfaction、penaruh E-Trust、E-Loyalty。Jenis penelitian ini adalah penelitian解释。Sampel penelitian adalah 100 Konsumen市场加里曼丹-帖木儿购物街。杨迪昆普尔坎，孟古纳坎，有目的抽样。偏最小二乘法(PLS)是一种基于偏最小二乘法的定量分析方法。一级单位分析penelitian ini adalah konsumen Shopee di 10 Kabupaten atau Kota di Kalimantan Timur。服务质量与电子信任、服务质量与电子忠诚、电子信任与电子满意、电子信任与电子忠诚、电子信任与电子信任与电子忠诚。Kata Kunci: Kualitas Pelayanan, E-Kepercayaan, E-Kepuasan, E-Kepercayaan, Shopee

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