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The Influence of e-Satisfaction, e-Service Quality, e-Trust on Shopee Marketplace Customer e-Loyalty

Year: 2024

Type: conference-paper

Abstract: This research aims to test the Influence of e-satisfaction, e-service quality, and e-trust on the e-loyalty customer marketplace Shopee. The approach used in this research is quantitative, with a casual associative research type. The sampling method used nonprobability sampling with a purposive sampling method for 384 users of the Shopee marketplace application. Data collection uses a Google Form questionnaire distributed on WhatsApp, Instagram, and Facebook—data analysis using SmartPLS 4.0 software. The result found that e-service quality, e-trust, and e-satisfaction are essential to developing e-loyalty toward customers in Shopee's marketplace. This study also found that e-satisfaction has a role in building e-trust.

Source: Proceedings of Forum Manajemen Indonesia s International Conferences

DOI: 10.47747/fmiic.v1i1.2157

Authors: RR. Yulianti Prihatiningrum, Nurul Habiburahman, Muzdalifah Muzdalifah

Institution: Lambung Mangkurat University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: bronze

OpenAlex ID: W4406644384

FWCI:

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