Analisis Pengaruh E-Service Quality Terhadap E-Loyalty Pelanggan Melalui Kepuasan Pelanggan Pada Penggunaan Aplikasi Transportasi Online
DOI:
https://doi.org/10.37385/msej.v4i2.1384Keywords:
E-Loyalty, E-Satisfaction, E-service quality, TransportasiAbstract
Penelitian ini menguji bagaimana pengaruh E-service quality terhadap E-loyalty pelanggan melalui E-satisfaction pada penggunaan aplikasi transportasi online dengan menggunakan metode kualitatif dengan menggumpulkan data primer dan pengujian data dari 356 responden yang pernah menggunakan jasa transportasi online. Transportasi dikatakan dapat meningkatkan kegiatan perekonomian, dimana trend transportasi online berkembang pesat pada kawasan Asia Tenggara sejak tahun 2015. Pada penelitian ini data di olah melalui teknik Partial Least Square (PLS) dimana hasil menunjukan bahwa variabel website design, customer service dan privacy tidak memiliki pengaruh signifikan terhadap variabel dependent e-loyalty melalui e-satisfaction sebagai mediasi. Sedangkan variabel reliability dan efficiency memiliki hasil signifikan positif terhadap variabel e-loyalty dengan mediasi e-satisfaction.
Kata Kunci : E-Loyalty, E-Satisfaction, E-service quality, Transportasi
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