ANALISIS e-SERVICE QUALITY TERHADAP e-LOYALTY MELALUI e-CUSTOMER SATISFACTION SEBAGAI MEDIATING PADA PENGGUNA APLIKASI MOST ONLINE TRADING (STUDI KASUS PADA PT XYZ)

Abstract

The aim of this study is to find out the indirect influence of service quality on e- loyalty of MOST
Online Trading users through e-customer satisfaction of PT XYZ. This study is a quantitative research.
Methods of data analysis used in this research is Partial Least Square-PLS with SmartPLS
applications. Methods of data collection is using questionnaire which distributed to 162 respondents.
The findings suggest that e-service quality has significant effect on e- service customer satisfaction;
e-customer satisfaction is positively related to e- loyalty. The findings revealed that there is indirect
influence between e-service quality and e-loyalty through e-customer satisfaction.