E-Servqual Analysis of Satisfaction and Loyalty on Tokopedia Consumers in Riau Province
Downloads
Abstract
The competitive e-commerce competition and the many alternatives make consumers selective in choosing the marketplace. E-servqual provided by e-commerce encourages consumers to make transactions which ultimately creates customer satisfaction and loyalty. This study examines the effect of E-servqual dimensions, namely efficiency, fulfillment, system availability, and privacy on satisfaction and loyalty consumers. The population in this study were Tokopedia consumers in Riau Province. The sampling technique used was purposive random sampling with a total sample of 100 respondents. They were collecting data using a questionnaire with a Likert scale. Data were analyzed using SEM (Structural Equation Modeling) analysis. The results partially showed an effect of efficiency, fulfillment, system availability, and privacy on satisfaction. Besides, there was also the influence of Efficiency, Fulfillment, system availability, and confidentiality on Loyalty through Satisfaction as a mediation. The higher consumer satisfaction level so that the higher consumer loyalty on Tokopedia.
Keywords: E-servqual, E-commerce, Satisfaction and LoyaltyCopyright (c) 2022 frinov feldiko ibhar
![Creative Commons License](http://i.creativecommons.org/l/by-nc-sa/4.0/88x31.png)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Copyright notice:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access)