Indonesian Journal of Law and Economics Review
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


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  • Siti Rahardhini Dwi Rahmayanti ,
  • Mas Oetarjo*
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
DOI: https://doi.org/10.21070/ijler.v19i2.1061
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

Copyright (c) 2024 Mas Oetarjo, Siti Rahardhini Dwi Rahmayanti

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This work is licensed under a Creative Commons Attribution 4.0 International License.

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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

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