Pengaruh E-Service Quality terhadap Loyalty yang Dimediasi oleh Corporate Image dan Satisfaction pada Pengguna E-Commerce Shopee di Kota Banda Aceh

Nanda Mauliza, Syarifah Evi Zuhra

Abstract


This research aims to measure the effect of e-service quality on loyalty mediated by corporate image and satisfaction in  Shopee consumers in the city of Banda Aceh. Data were collected through a survey of 190 respondents as  sample to represents the research population and used a questionnaire distributed via various social media as a data collection instrument. Respondent selection used a purposive sampling method with the criteria of residing in Banda Aceh, having a Shopee account, and having made purchases through Shopee. The data analysis method uses Structural Equating Modeling (SEM) to determine the effect between the variables involved. The results of study found that e-service quality has no significant effect on loyalty. However, e-service quality has a significant effect on corporate image and satisfaction. Corporate image does not have a significant effect on loyalty. Satisfaction has a significant effect on loyalty. Corporate image full mediating the effect of e-service quality on loyalty. Satisfaction full mediating the effect of e-service quality on loyalty.


Keywords


E-Service Quality; Corporate Image; Satisfaction; Loyalty

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DOI: https://doi.org/10.24815/jimen.v9i1.29019

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Tim Redaksi:

Jurusan Manajemen Fakultas Ekonomi dan Bisnis, Universitas Syiah Kuala

Lantai II Gedung Induk

Darussalam, Banda Aceh, 2311

email: jim.manajemen@feb.usk.ac.id

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