Hari Muharam, Harmon Chaniago, Endraria Endraria, Amran Bin Harun

Judul	:	E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis
Abstrak	:	ABSTRACT: Why do online customers become loyal in their purchases on e-commerce sites? We examine how e-service quality, trust, and customer satisfaction affect customer loyalty towards purchasing goods and services. The proposed model also investigates the relationships among e-service quality, trust to loyalty, and satisfaction as a mediator that remains underexplored. The sample of this study is 350 millennial respondents as online buyers in Bogor city. PLS-SEM modeling procedure was used to test the proposed research model. We find that the quality of e-service and trust has a significant favorable influence on customer loyalty, and this effect is mediated by customer satisfaction. This study highlights the role of e-commerce producers in gaining loyalty through efficient service offerings and shape positive psychological in online marketing practices. Keywords: E-Service Quality; Trust; Customer Satisfaction; Loyalty
Tahun	:	2021	Media Publikasi	:	Jurnal Nasional Terakreditasi A
Kategori	:	Jurnal	No/Vol/Tahun	:	2 / 8 / 2021
ISSN/ISBN	:	2442-4951
PTN/S	:	Universitas Pakuan	Program Studi	:	MANAJEMEN
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