Vol 19 No 2 (2024): May
Recent Cases

E-Service Quality Dynamics and Global Customer Loyalty Impact
Dinamika Kualitas Layanan Elektronik dan Dampak Loyalitas Pelanggan Global


Siti Rahardhini Dwi Rahmayanti
Program Studi Manajemen, Universitas Muhammadiyah Sidoarjo, Indonesia , Indonesia
Mas Oetarjo
Universitas Muhammadiyah Sidoarjo, Indonesia *

(*) Corresponding Author
Picture in here are illustration from public domain image or provided by the author, as part of their works
Published May 27, 2024
Keywords
  • e-service quality,
  • e-satisfaction,
  • e-trust,
  • e-customer loyalty,
  • Shopee
How to Cite
Rahmayanti , S. R. D., & Oetarjo, M. (2024). E-Service Quality Dynamics and Global Customer Loyalty Impact. Indonesian Journal of Law and Economics Review, 19(2), 10.21070/ijler.v19i2.1061. https://doi.org/10.21070/ijler.v19i2.1061

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: 

  1. E-commerce loyalty dynamics.
  2. Quantitative analysis method.
  3. Enhancing Shopee's competitiveness.

 

Keyword:  e-service quality, e-satisfaction, e-trust, e-customer loyalty, Shopee

Downloads

Download data is not yet available.

Metrics

Metrics Loading ...

References

  1. M. R. Masitoh, H. A. Wibowo, and K. Ikhsan, "Pengaruh Kualitas Pelayanan, Kepuasan Pelanggan, dan Kepercayaan Merek Terhadap Loyalitas Pelanggan Pada Pengguna Aplikasi Mobile Shopee," Sains Manaj., vol. 5, no. 1, pp. 101–119, 2019, doi: 10.30656/sm.v5i1.1515.
  2. I. Cynthia Setyoparwati, "Pengaruh dimensi kepercayaan (trust) konsumen terhadap kepuasan pelanggan pada e-commerce di Indonesia," J. Ilm. MAE (Manajemen, Ekonomi, dan Akutansi), vol. 3, no. 3, pp. 31–34, 2019, doi: 10.31955/mea.vol4.iss1.pp111-119.
  3. A. A. Wiennata and W. Hidayat, "Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Konsumen Sebagai Variabel Intervening," J. Ilmu Adm. Bisnis, vol. 8, no. 3, pp. 83–88, 2019, [Online]. Available: https://ejournal3.undip.ac.id/index.php/jiab/article/view/24021
  4. Z. Arifin and M. Rizaldy, "Reslaj: Religion Education Social Laa Roiba Journal Sarjanawiyata Tamansiswa Reslaj: Religion Education Social Laa Roiba Journal," Reslaj Relig. Educ. Soc. Laa Roiba J., vol. 5, no. 1, pp. 168–184, 2023, doi: 10.47476/reslaj.v5i3.1727.
  5. P. Rita, T. Oliveira, and A. Farisa, "The impact of e-service quality and customer satisfaction on customer behavior in online shopping," Heliyon, vol. 5, no. 10, p. e02690, 2019, doi: 10.1016/j.heliyon.2019.e02690.
  6. M. Feroza, Muhdiyanto, and D. AP, "Creating e-loyalty on online shopping transaction through e-service quality and e-trust," Econ. Business, vol. 1, no. 1, pp. 39–45, 2018.
  7. M. D. danial Akhmadi and E. Martini, "Pengaruh E-service quality terhadap kepuasan dan loyalitas pelanggan ovo," J. Mitra Manaj., vol. 5, no. 11, pp. 1558–1572, 2020, [Online]. Available: http://e-jurnalmitramanajemen.com/index.php/jmm/article/view/125/69
  8. A. S. Jameel, S. S. Hamdi, M. A. Karem, M. B. Raewf, and A. R. Ahmad, "E-Satisfaction based on E-service Quality among university students," J. Phys. Conf. Ser., vol. 1804, no. 1, 2021, doi: 10.1088/1742-6596/1804/1/012039.
  9. U. Sulistiyawati, "E-Relationship Satisfaction Dan E-loyalty Ditinjau dari Peran Privacy Security Settings, Application Design dan E-trust," J. Sketsa Bisnis, vol. 9, no. 1, pp. 91–101, 2022.
  10. Putri Ratna Zunita, "Pengaruh E-Service Quality Dan E-Trust Terhadap E-Loyalty Melalui Variabel Penghubung E-Satisfaction (Studi Kasus: Pelanggan Traveloka di Surabaya)," J. Sos. Ekon. dan Polit., vol. 1, no. 53, pp. 84–92, 2020.
  11. A. Budiman, E. Yulianto, and M. Saifi, "Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E-Loyalty Nasabah Pengguna Mandiri Online [Influencia De La Calidad Del Servicio Electrónico En La Satisfacción Electrónica Y La Lealtad Electrónica De Los Usuarios En Línea De Mandiri]," J. Profit|, vol. 14, no. 1, pp. 1–11, 2020, [Online]. Available: https://doi.org/10.21776/ub.profit.2020.014.01.1
  12. R. Novyantri and M. Setiawardani, "The Effect of E-Service Quality on Customer Loyalty with Customer Satisfaction as a Mediation Variable on Dana's Digital Wallet (Study on Dana Users)," Int. J. Adm. Bus. Organ., vol. 2, no. 3, pp. 49–58, 2021.
  13. F. Gotama and T. A. Indarwati, "The Effects of E-Trust and E-Service Quality to E-Loyalty with E-Satisfaction as the Mediation Variable (The Study of Bebas Bayar Application Users in Indonesian)," J. Minds Manaj. Ide dan Inspirasi, vol. 6, no. 2, p. 145, 2019, doi: 10.24252/minds.v6i2.9503.
  14. D. Rachmawati and A. Syafarudin, "Analysis of E-Service Quality and E-Trust on E-Loyalty with E-Satisfaction as an Intervening Variable in the Government e-Catalogue," Eur. J. Bus. Manag. Res., vol. 7, no. 2, pp. 323–329, 2022, doi: 10.24018/ejbmr.2022.7.2.1377.
  15. I. Sasono et al., "The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia," J. Asian Financ. Econ. Bus., vol. 8, no. 4, pp. 465–473, 2021, doi: 10.13106/jafeb.2021.vol8.no4.0465.
  16. A. Juwaini et al., "The Role of Customer E-Trust, Customer E-Service Quality and Customer E-Satisfaction on Customer E-Loyalty," Int. J. Data Netw. Sci., vol. 6, no. 2, pp. 477–486, 2022, doi: 10.5267/j.ijdns.2021.12.006.
  17. I. Bagus Gede Indra Wedhana Purba, I. Guusti Ayu Tirtaya, and Ni, "Pengaruh E-Price dan E-Trust Terhadap E-Loyalty Pada Era Pandemik," E-Jurnal Ekon. dan Bisnis Univ. Udayana, vol. 10, no. 02, pp. 99–108, 2021.
  18. S. Rahmawaty, B. R. Kartawinata, A. Akbar, and T. I. Wijaksana, "The Effect of E-Service Quality and E-Trust on E-Customer Loyalty through E-Customer Satisfaction as an Intervening Variable (Study on GoPay Users in Bandung)," Proc. Int. Conf. Ind. Eng. Oper. Manag., pp. 5495–5506, 2021.
  19. R. F. B. Siahaan, J. Candra, I. Ivone, W. Weny, and F. Sulaiman, "The Effect of Shopee E-Service Quality on Student Customer Satisfaction at Polytechnic Cendana," BISMA Cendikia, vol. 3, no. 1, pp. 18–22, 2022.
  20. A. Magdalena and F. Jaolis, "Analisis Antara E-Service Quality, E-Satisfaction, dan E-Loyalty Dalam Konteks E-Commerce Bukalapak," J. Strateg. Pemasar., vol. 5, no. 2, pp. 1–11, 2018.
  21. S. Purwati, S. Mayasari, and N. Oktyajati, "Analisis Kepuasan Pelanggan Layanan ShopeeFood dengan Menggunakan Metode E-Service Quality," Juminten, vol. 3, no. 3, pp. 1–12, 2022, doi: 10.33005/juminten.v3i1.382.
  22. S. Rizka Khairuna Tambusai, "Pengaruh E-Service Quality dan E-Recovery Service Quality Terhadap E-Customer Satisfaction dan E-Customer Loyalty," Profit, vol. 13, no. 02, pp. 72–79, 2019, doi: 10.21776/ub.profit.2019.013.02.8.
  23. T. Tiffani and M. R. Mulyandi, "Pengaruh E-Service Quality Terhadap E-Satisfaction Pada Pengguna Aplikasi Mobile," Prosiding Seminar dan Lokakarya Kualitatif Indones., pp. 135–140, 2019, doi: 10.33510/slki.2019.
  24. K. A. Ristanti and S. V. Riorini, "Pengaruh E-Service Quality Terhadap E-Satisfaction Serta Dampaknya Terhadap E-WOM Konsumen Transportasi Online," J. Ekonomi Triskati, vol. 3, no. 1, pp. 1447–1456, 2023.
  25. S. A. Ashghar and H. Nurlatifah, "Analisis Pengaruh Perceived Ease of Use, Perceived Usefulness, dan Perceived Risk terhadap Keinginan Membeli Kembali melalui e-Trust dan s-Satisfaction," J. Al-Azhar Indones. Seri Ilmu Sos., vol. 1, no. 1, pp. 40–52, 2020.
  26. D. O. Melani and Rahmiati, "The influence of e-service quality, e-trust and e-satisfaction toward e-loyalty on Shopee online shopping application users," MMS Mark. Manag. Stud., vol. 1, no. 3, pp. 253–266, 2021, doi: 10.24036/jkmp.v1i1.
  27. Tran, V. Dat, and Q. H. Vu, "Inspecting the relationship among e-service quality, e-trust, e-customer satisfaction and behavioral intentions of online shopping customers," Global Bus. Financ. Rev., vol. 24, no. 3, pp. 29–42, 2019, doi: 10.17549/gbfr.2019.24.3.29.
  28. R. Jayaputra and S. Kempa, "Pengaruh E-Service Quality Dan E-Trust Terhadap Repurchase Intention Melalui E-Satisfaction Pada Pengguna E-Commerce," Agora, vol. 10, no. 1, 2022, doi: 10.37950/ijd.v4i1.193.
  29. W. I. Maghfiroh, A. F. I. Himawan, Sukaris, and W. Krisnawati, "Pengaruh e-service quality, e-trust, dan e-satisfaction terhadap e-customer loyalty pada pengguna BRI mobile," Sentri J. Ris. Ilm., vol. 1, no. 2, pp. 481–486, 2022.
  30. M. Fajar, G. Susandy, and D. W. Apriandi, "E-Trust and E-Service Quality Influence on E-Loyalty Users of BNI E-Banking in Subang District," J. Account. Bus. Issues, vol. 01, no. 01, pp. 47–53, 2019, [Online]. Available: https://ojs.stiesa.ac.id/index.php/jabi
  31. R. A. Kartono and I. Halilah, "Pengaruh E-Trust Terhadap E-Loyalty (Studi Pada Seller Bukalapak)," J. IRWNS, pp. 1204–1213, 2019.
  32. D. Prakosa and A. Pradhanawati, "Pengaruh E-Trust Dan E-Service Quality Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening (Studi Kasus Pada Pengguna Tokopedia Di Kota Semarang)," J. Ilmu Adm. Bisnis, vol. 9, no. 4, pp. 457–464, 2020, doi: 10.14710/jiab.2020.28742.
  33. S. Rahmawaty, B. R. K. A. Akbar, and T. I. Wijaksana, "The effect of e-service quality and E-trust on E-customer loyalty through E-customer satisfaction as an intervening variable (Study on GoPay users in Bandung)," Proc. Int. Conf. Ind. Eng. Oper. Manag., pp. 5495–5506, 2021.
  34. I. Ghozali, "Structural Equation Modeling Metode Alternatif dengan Partial Least Squares (PLS)," 4th ed. Semarang: Badan Penerbit Universitas Diponegoro, 2014.
  35. H. Husnawati, F. Tentama, and N. Z. Situmorang, "Pengujian validitas dan reliabilitas konstruk hope," J. Psikol. Terap. dan Pendidik., vol. 1, no. 2, p. 128, 2019, doi: 10.26555/jptp.v1i2.15136.
  36. S. Y. Budiarsi, "Pendampingan Pengenalan Program SEM-PLS Pada Fakultas Ekonomi Universitas Merdeka Surabaya," J. Abdimas PeKA, vol. 3, no. 2, pp. 126–134, 2020.
  37. A. P. Ayudhitama and U. Pujianto, "Analisa Kualitas Dan Usability Berdasarkan Persepsi Pada Website Shopee," J. Inform. Polinema, vol. 6, no. 1, pp. 61–70, 2020, doi: 10.33795/jip.v6i1.275.
  38. Y. Selviana and B. Istiyanto, "Pengaruh Variabel Reputasi, Keamanan, dan Kemudahan Terhadap Keputusan Pembelian Masyarakat Solo di Shopee," MABHA J., vol. 2, no. 2, pp. 63–73, 2021.