The Impact of E-Service Quality on Customers’ Satisfaction Mediated by Customer Trust in the Case of Zalora Indonesia

Abstract

With the increase of online purchases and the trend of the fashion segment in Indonesia, Zalora Indonesia is supposed to be in an advantageous position. However, despite the favorable market conditions, Zalora Indonesia has been facing a decline in web visits due to reduced consumer buying interest and heightened competition, leading to concerns about its overall performance. Therefore, in the case of Zalora Indonesia, the researchers conducted this study to examine the impact of e-service quality on customer satisfaction, with customer trust as the mediator. To gather relevant data, the researchers employed a simple random sampling technique and distributed online questionnaires to customers who had made purchases on Zalora Indonesia within the past six months. The researchers utilized the SmartPLS 4.0 software to analyze the data from 53 valid respondents using the PLS-SEM technique. The findings of the study revealed several key relationships between the variables under investigation. The results showed that e-service quality has a notable correlation towards customer trust, customer trust has a significant relationship towards customer satisfaction, and e-service quality has a significant relationship towards customer satisfaction. Furthermore, it is found that the relationship between e-service quality and customer satisfaction is affected by partial mediation by customer trust.

Keywords: E-service quality, Customer satisfaction, Customer trust.