PENGARUH E-SERVICE QUALITY, E-TRUST DAN E-SATISFACTION TERHADAP E-LOYALTY

Studi pada Konsumen E-Commerce Shopee

Authors

  • Eko Susanto Sekolah Tinggi Agama Islam Darussalam Sumatera Selatan
  • Marfudin Marfudin Sekolah Tinggi Agama Islam Darussalam Sumatera Selatan
  • Jasman Jasman Sekolah Tinggi Agama Islam Darussalam Sumatera Selatan

DOI:

https://doi.org/10.69604/17ff5982

Keywords:

E-Loyalty, E-Satisfaction, E-Service Quality, E-Trust

Abstract

This research aims to determine the magnitude of the influence of e-service quality, e-trust and e- satisfaction on e-loyalty among Shopee online consumers. Type of causal research with a quantitative approach. The population in this research is Shopee consumers. The sampling technique used purposive sampling with a sample of 100 respondents. This data was obtained from a questionnaire using a Likert scale. Analysis of this research data uses path analysis. The research results explain that e-service quality e-trust has a significant effect on e-satisfaction and e-service quality, e-trust and e-satisfaction have a significant effect on e-loyalty. Further support is needed to understand consumer behavior in conducting online transactions. The e-service quality factor is the biggest factor influencing e-trust and e-satisfaction in forming e-loyalty.

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Published

2025-07-31

Issue

Vol. 8 No. 2 (2024): Khozana: Jurnal Ekonomi dan Perbankan Islam

Section

Articles

How to Cite

PENGARUH E-SERVICE QUALITY, E-TRUST DAN E-SATISFACTION TERHADAP E-LOYALTY: Studi pada Konsumen E-Commerce Shopee. (2025). Khozana: Jurnal Ekonomi Dan Perbankan Islam, 8(2). https://doi.org/10.69604/17ff5982

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