PENGARUH E-SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI INTERVENING PADA APLIKASI SHOPEE

Alexander Bryant Augustien

Abstract


This research aims to analyze the influence of electronic service quality (e-service  quality) that  affects loyalitas  konsumen (customer  loyalty) through customer satisfaction (customer  satisfaction)  on shopee application.   The study used 170 respondents and processed by SEM-PLS method. results obtained by  e-service quality  affect  customer loyalty  with  customer satisfaction  as mediation

Keywords


e-service quality , customer satisfaction, customer loyalty

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References


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