Analisis Antara E-Service Quality, E-Satisfaction, dan E-Loyalty dalam Konteks E-Commerce Blibli

AGNESIA MAGDALENA

Abstract


Penelitian ini bertujuan untuk menganalisa pengaruh dari e-service quality terhadap e-loyalty dengan variabel mediasi e-satisfaction dalam konteks e-commerce Blibli. Penelitian ini bersifat konklusif dan diklasifikasikan dalam jenis riset kausal dengan menggunakan pendekatan kuantitatif. Data dikumpulkan melalui online survey menggunakan instrumen kuesioner dengan respon yang dapat digunakan dari 116 responden. Responden adalah pelanggan Blibli yang berada di Surabaya. Data diolah menggunakan pendekatan persamaan model structural dengan Teknik Partial Least Square. Analisis data menunjukkan bukti kuat untuk mendukung keseluruhan hipotesa penelitian.

 

Kata kunci :

Blibli, E-Commerce, E-Service Quality, E-Satisfaction, E-Loyalty

Keywords


Blibli, E-Commerce, E-Service Quality, E-Satisfaction, E-Loyalty

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