E-Service Quality Dynamics and Global Customer Loyalty Impact
Dinamika Kualitas Layanan Elektronik dan Dampak Loyalitas Pelanggan Global
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(1) Siti Rahardhini Dwi Rahmayanti Program Studi Manajemen, Universitas Muhammadiyah Sidoarjo, Indonesia
Indonesia
(2) * Mas Oetarjo
Universitas Muhammadiyah Sidoarjo
Indonesia
(*) Corresponding Author
Abstract
This study examines how e-service quality, e-satisfaction, and e-trust affect e-customer loyalty among Shopee users in Sidoarjo. Using a quantitative approach with a sample of 96 participants, data analysis via partial least squares (PLS) reveals significant impacts on e-customer loyalty. Implications suggest Shopee should enhance responsiveness and accuracy for improved customer loyalty. Limitations include a small sample size and focus on specific variables, prompting future research to explore additional factors such as online shopping experience.
Highlight:
- E-commerce loyalty dynamics.
- Quantitative analysis method.
- Enhancing Shopee's competitiveness.
Keyword: e-service quality, e-satisfaction, e-trust, e-customer loyalty, Shopee
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References
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