Trust Vs Satisfaction: Which One is More Important in Mediating the Impact of Website Quality Towards Customer Loyalty in The Indonesian E-Commerce Industry?

DOI

10.2991/aebmr.k.200915.003How to use a DOI?

Keywords

Website quality, trust, customer satisfaction, customer loyalty, Indonesian e-commerce industry

Abstract

This research was conducted in order to assess which mediating variables had a greater role in mediating the impact of website quality on Customer Loyalty. This research implemented survey method, in which questionnaires were distributed to a total of 300 respondents. Out of 300 respondents, a total of 292 data were deemed usable and analyzed. Data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). Based on this results, it could be concluded that website quality had a positive effect on customer loyalty, both directly or indirectly. Furthermore, customer satisfaction and trust partially mediated the impact between website quality and Customer Loyalty, in which satisfaction revealed to be a stronger mediator as compared to trust.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Nicholas Wilson
PY  - 2020
DA  - 2020/09/15
TI  - Trust Vs Satisfaction: Which One is More Important in Mediating the Impact of Website Quality Towards Customer Loyalty in The Indonesian E-Commerce Industry?
BT  - Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020)
PB  - Atlantis Press
SP  - 10
EP  - 13
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200915.003
DO  - 10.2991/aebmr.k.200915.003
ID  - Wilson2020
ER  -