Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)

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The Moderating Roles of E-Satisfaction in the Relationships Between E-Service Quality and E-Loyalty

An Empirical Study in E-Commerce

Authors
Bella Nisa Rachmawati1, *, Ratih Hurriyati1, Heny Hendrayati1, Lili Adi Wibowo1
1Universitas Pendidikan, Bandung, Indonesia
*Corresponding author. Email: bellanisa@upi.edu
Corresponding Author
Bella Nisa Rachmawati
Available Online 29 September 2023.
DOI
10.2991/978-94-6463-234-7_68How to use a DOI?
Keywords
E-commerce; E-loyalty; E-satisfaction; E-service quality; Online Shopping
Abstract

E-Service Quality is one important element for a company to work better in order to create satisfaction and generate loyalty. This study aims to examine the effect of E-Service Quality on E-Loyalty with E-Satisfaction as a moderating effect. This is a quantitative research that use verificative and descriptive method to analyze the data. The sampling used is probability sampling with the type of simple random sampling. The research was conducted by distributing questionnaires to a sample of 48 Shopee customer respondents. The survey results were analyzed using multiple regression analysis. E-Service Quality has a positive significant effect on E-Satisfaction, and E-Satisfaction has a positive significant effect on E-Loyalty. E-Service Quality has no direct effect on E-Loyalty. E-Service Quality has a positive effect on E-Loyalty mediated by E-Satisfaction. The world is moving towards the digital era, E-Service Quality plays an important role in creating customer satisfaction that will lead to customers. This study tries to reveal the impact of E-Service Quality on E-Loyalty with E-Satisfaction as a moderating effect.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
29 September 2023
ISBN
10.2991/978-94-6463-234-7_68
ISSN
2352-5428
DOI
10.2991/978-94-6463-234-7_68How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Bella Nisa Rachmawati
AU  - Ratih Hurriyati
AU  - Heny Hendrayati
AU  - Lili Adi Wibowo
PY  - 2023
DA  - 2023/09/29
TI  - The Moderating Roles of E-Satisfaction in the Relationships Between E-Service Quality and E-Loyalty
BT  - Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
PB  - Atlantis Press
SP  - 650
EP  - 661
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-234-7_68
DO  - 10.2991/978-94-6463-234-7_68
ID  - Rachmawati2023
ER  -