This research aims to investigated the effect of e-service quality as independent variabel on e-customer satisfaction and e-customer loyalty as dependent variabel. This research is a quantitative approach with type of explanatory research. The data used are primary data obtained by distributing questionnaires directly to user mandiri online in six cities, namely Jember, Situbondo, Probolinggo, Bondowoso, Lumajang, Banyuwangi,. Purposive sampling are used as sampling method in this study.115 respondent are collected. Data analysis use Structural Equation Model (SEM ). The conclusion show that online service quality have positive effect and significant on e-satisfaction and e-loyalty mandiri online user's. ABSTRAKPenelitian ini bertujuan untuk mengetahui bagaimana pengaruh kualitas layanan online yang diberikan sistem mandiri online terhadap kepuasan serta loyalitas para penggunanya. Penelitian ini masuk dalam kategori penelitian penjelasan hubungan antar variabel atau yang biasa disebut explanatory reseearch dengan pendekatan kuantitatif. Data primer digunakan pada penelitian ini yang didapat dengan menyebarkan kuesioner secara langsung kepada pengguna mandiri online di enam kota yaitu Jember, Lumajang, Bondowoso, Situbondo, Banyuwangi, Probolinggo. Metode pengambilan sampel adalah purposive sampling sebanyak 115 responden. Metode analisis SEM dengan bantuan PLS digunakan untuk analisis data pada penelitian ini. Penelitian ini mengkonfirmasi penelitian terdahulu, bahwa kualitas layanan online terdapat pengaruh yang positif serta signifikan terhadap kepuasan dan loyalitas pengguna sistem mandiri online.

Religiosity covers all aspects of human life values. Consumer decision-making in Muslim product purchase needs to involve religiosity. Muslim fashion is increasingly popular and becomes a potential business for fashion entrepreneurs in Indonesia. This condition evokes a dilemma for the consumers as Muslim fashion users on whether they have to conform to the religious sharia or follow the trend. The purpose of this article is to identify the role of religiosity as a factor affecting Muslim consumers to revisit Muslim fashion stores. This research involved 243 Muslim consumers of several Muslim fashion stores. The results showed that religiosity of Muslim consumers had a direct effect on patronage intention and indirect effect on patronage intention of Muslim fashion stores through Customer Satisfaction. The research findings are directed to managerial implications for Muslim fashion entrepreneurs in relation to consumer religiosity and marketing of Indonesian Muslim fashion products.

Purpose This study aims to examine the impact of religiosity on fashion knowledge, consumer-perceived value and patronage intention. Design/methodology/approach This study applied purposive sampling method. The population size used a minimum number of samples (100) in the WarpPLS analysis. The inferential statistical technique used is structural equation modeling. A tool for analyzing the structural models is the partial least square method. Findings Religiosity is a consumer belief in religion, which does not generate fashion knowledge so that high and low religiousness cannot increase or decrease fashion knowledge. Consumer confidence in their religion can increase consumer-perceived value of Muslim fashion products. It causes consumers to behave positively toward future behavioral intentions, that is, the patronage intention. Consumer religiosity is not the cause of patronage intention so that the high or low level of religiousness does not increase or decrease in the willingness of consumers to visit the store (or patronage intention). Fashion knowledge has a positive influence on consumer-perceived value. Consumer knowledge of fashion can increase the patronage of consumer intention toward Muslim fashion products. Fashion knowledge brings the knowledge to consumers in regard to Islamic law that regulates the prohibited and allowed actions, especially in wearing fashion. The high or low level of consumer-perceived value does not provide a cause for increase or decrease in the willingness of consumers to revisit the store (or patronage intention). Originality/value With regard to the relationship between religiosity and knowledge, it is found that there are still limited studies and differences in the sectors studied regarding the influence of religiosity and knowledge. To the best of the authors’ knowledge, the religiosity variable in influencing consumer-perceived value has not been used in previous studies. Religiosity is associated with consumer-perceived value expressed as originality in this study because the researcher has not found this relationship in the previous studies. Regarding the relationship between religiosity and store patronage intention, it is found that there are still different opinions in the research results on the effect of religiosity and store patronage intention. Concerning the relationship between knowledge and consumer-perceived value, it is found that there are still different opinions in the research results on the effect of knowledge and consumer-perceived value. The authors found no use of the knowledge variable in influencing store patronage intention in previous research studies. Knowledge associated with store patronage intention is expressed as the originality trait in this study because the researcher has not found this relationship in the previous studies. As for the relationship between consumer-perceived value and store patronage intention, it is found that there are still different opinions in the research results of the study regarding the influence of consumer-perceived value and store patronage intention.

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