E-Satisfaction as A Reflection of E-Marketing and E-Sequal in Influencing E-Loyalty on E-Commerce

Abstract

Online shopping is becoming a trend in Indonesia. Seeing the trend m any new e-commerce began to emerge. And the consumer will try to find out which marketplace can meet their expectations. The purpose of this study is to propose an integrative model of the e-loyalty development process and to test the model empirically and see how big the influence between e-marketing and e-service quality toward e-loyalty mediated by e-satisfaction. For this purpose, data was collected from a sample of 100 consumers in Java Island ie Banten, DKI Jakarta, DI Yogyakarta, West Java, Central Java, and East Java. The selection of samples was done by purposive sampling. The data used in this study is the primary data. SmartPLS has been used for data analysis. Data was analyzed to obtain hypothesis test. The study showed e-loyalty customers at E-Commerce’s website in Indonesia are influenced by e-satisfaction, where e-satisfaction is influenced by e-sequal and e-marketing. Moreover, the result also showed e-sequal affects e-loyalty more strongly than e-marketing with e-satisfaction as mediator.

Impact of Website Qualities on E-satisfaction among Consumers on Saudi Online Retailers

“…The high quality of the system can create as high security trusted website that can operate faster and keep all consumers important data safe (Ahmad, Rahman, & Khan, 2017). The researcher is expecting that high and well programmed website system (high quality) will make the consumers more satisfied (Nasution et al, 2019) as this hypothesis is compatible with other studies hypothesis such as: (Ahmad et al, 2017;Mahadin et al, 2020;Manaf et al, 2018;Nasution et al, 2019).…”

“…Consumer e-satisfaction is the contentment of the customer with respect to his or her prior purchasing experience with a given electronic commerce firm (Manaf, Rachmawati, Witanto, & Nugroho, 2018). In this study, customer satisfaction is considered a positive feeling of customers from online services provided by online shopping website.…”

“…And same goes for websites services, the more the quality of information in website is good the more the consumers will be happy That's why the researcher is expecting that the good and high quality of information quality plays important roles in increasing the satisfaction of consumers, as this hypothesis is compatible with other Vol 8 Issue 5 DOI No. : 10.24940/theijbm/2020/v8/i5/BM2005-035 May, 2020 studies hypothesis such as: (Al-dweeri et al, 2017;Mahadin, Akroush, & Bata, 2020;Manaf et al, 2018;Nasution, Fauzi, & Rini, 2019).  There is a positive relationship between website information quality and consumer e-satisfaction.…”

“… There is a positive relationship between website service quality and consumer e-satisfaction. Websites Perceived value is the values that is considered and shaped by consumers after experiencing a certain use of the service in websites, and the Perceived value might be vary from one to one based on consumers preferences, that's why the companies or websites must have good quality on order to reflect and get more preferable consumers perceived value (Manaf et al, 2018). The researcher is expecting that positive consumers perceived value about a certain website will make the consumers more satisfied.…”

Consumer Loyalty in Online Environment

“…(2013) claimed that a couple of studies analyze at least two distinct nations as far as e-loyalty, this research can be extended by taking two or more countries into account since consumers' behavior is affected by their national culture by visiting online shops (Rouibah, Lowry, and Hwang, 2016). Additionally, Manaf, Rachmawati, Witanto, Nugroho, in 2018, found out that the information accuracy dimension of the loyalty plays a big role in e-loyalty, so the antecedents of e-loyalty can be expanded by taking this dimension into account.…”