The Effects of E-Trust and E-Service Quality to E-Loyalty with E-Satisfaction as the Mediation Variable (The Study of Bebas Bayar Application User’s in Indonesian)

Gotama, Febrianto; Indarwati, Tias Andarini

doi:10.24252/minds.v6i2.9503

Cited by 16 publications

(22 citation statements)

References 10 publications

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“…This reseach is accordance with the results of previous research conducted by (Gotama and Indarwati, 2019;Melinda, 2017;Wyer and Mells, 2018) showing that e-service quality has no effect on e-loyalty. These researches show an insignificant effect of e-service quality in increasing e-loyalty in the context of online business.…”

Section: Effect Of E-service Quality On E-loyaltysupporting

confidence: 92%

“…In 2020, the number of OVO users decreased from 56% to 55% users (Prasetyo, 2020). This supports and triggers interest to study further regarding e-loyalty owned by OVO users There are inconsistencies in the results of previous research that produce differences (Shafiee and Bazrgan (2018); Gull, et al (2020); Khan and Zubair (2019); Gotama and Indarwati (2019); Melinda (2017); Wyer and Mells (2018)), being an interesting research gap for further research on how the actual effect of e-service quality on e-loyalty and to overcome the research gap found, this research included mediating variables to bridge the research gap. To close the research gap in this research, e-trust and brand image mediation variables were included.…”

Section: Introductionmentioning

confidence: 62%

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The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

Pratiwi

Sunaryo²,

Mugiono³

2021

IJRBS

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The amount of e-wallet providers in Indonesia is so many, so there is intense competition between each e-wallet provider. The tighter competition for e-wallet, makes users not only loyal to one type of e-wallet and makes users switch brands or providers in using an e-wallet. This study aims to investigate the factors that influence e-service quality on e-loyalty mediated by e-trust and brand image. This research is categorized as explanatory research. Respondents in this study were users of the OVO e-wallet application in Malang City, determining the number of samples in this study using a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM. The results showed that e-service quality had no significant effect on e-loyalty. E-service quality has a significant effect on e-trust, e-trust has a significant effect on e-loyalty. E-service quality has a significant effect on brand image, brand image has a significant effect on e-loyalty. E-trust and brand image can play a fully mediating role in the relationship between e-service quality and e-loyalty. OVO is expected to continue to maintain and increase e-trust because it is proven in this research that e-trust has the greatest influence on e-loyalty so that it can be a competitive advantage for OVO. Keywords: e-service quality, e-loyalty, e-trust, brand image.

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Section: Effect Of E-service Quality On E-loyaltysupporting

confidence: 92%

Section: Introductionmentioning

confidence: 62%

The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

Pratiwi

Sunaryo²,

Mugiono³

2021

IJRBS

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“…In the modified TAM model, several elements are used by attributes in a website that can increase customer trust and also the convenience and security factors in using online-based transactions. Other research conducted by (Gotama & Indarwati, 2019), (Kasih & Moeliono, 2020), and (Juwaini et al, 2022) also states that there is an influence between trust and loyalty mediated by satisfaction.…”

Section: Introductionmentioning

confidence: 87%

Analysis of Factors Affecting E-Loyalty With E-Trust and E-Satisfaction as Mediation Variables on Halodoc Application Users in Indonesia

Chandra

Tan

2022

Quant. Econ. Manag. Stud.

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This study aims to analyze: the influence of factors that affect e-loyalty with e-trust and e-satisfaction as mediating variables on Halodoc application users. Data collection was carried out using a questionnaire. The target population of the study is individuals aged > 17 years, who have done online teleconsultation at Halodoc at least 2 times and are willing to be respondents. Determination of the number of samples is determined by 280 samples. The sampling technique used was purposive sampling. The data was processed using Partial Least Square-Structural Equation modeling (PLS-SEM). The results show that the Technology Acceptance Model factors such as user interface quality, perceived security risk, and perceived privacy have a positive effect on e-trust and information quality, perceived security risk, perceived privacy, and e-commerce awareness have a positive effect on e-satisfaction, in This study found that information quality and e-commerce awareness do not have a positive effect on e-trust and user interface quality does not have a positive effect on e-satisfaction. Finally, e-trust has a positive effect on e-loyalty and e-satisfaction has a positive effect on e-loyalty for Halodoc application users in Indonesia. Managerial implications based on the results of data analysis, Halodoc must maintain the visual design of the application, display attractive information, the quality of the features contained in the application, update and provide up-to-date health information, maintain the security of patient's data and also providing 24-hour customer service, increasing awareness by increasing service promotions, providing public webinars or health talks, providing compensation to customers if there are problems regarding the services provided by Halodoc.

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“…Research that has previously been reviewed by Tobagus (2018), Hidayah & Utami (2017), Haria & Mulyandi (2019) and Fitriani (2018) proves that e-service quality has a significant positive effect on e-satisfaction and is contrary to Gotama & Indarwati (2019) dan Suprapti & Suparmi (2020) which shows the results that e-service quality has no effect on esatisfaction. Then the previous research that has been reviewed by Irwansyah & Mappadeceng (2018), Ashoer et al (2019), Prasmara et al (2020), Sativa (2016), Hendika et al (2011), Nasution et al (2019, Magdalena & Jaolis (2018), Riza & Sutopo (2017), and Budiman et al (2020) proves that e-service quality has a significant positive effect on eloyalty and is contrary to Syafiq & Haryono (2010), Komara (2013), Wulandari (2017), Pudjarti et al (2019) and Melinda (2017) which shows the results that e-service quality has no effect on e-loyalty.…”

Section: Introductionmentioning

confidence: 94%

E-Service Quality, E-Loyalty, and E-Satisfaction Muslim Travellers

Marati

Faisal

Anggoro

et al. 2021

aicieb

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This study aims to determine the effect of e-service quality on e- loyalty with e-satisfaction as an intervening variable for muslim travellers. The population are Traveloka users in Java. Purposive random sampling are used. The sample was obtained from 170 respondents by online collecting data questionnaire. SPSS 21.0 program are used to data analyze. The analytical tool were Multiple Regression and Path Analysis. The results showed that: e-service quality aspects of reliability, tangible, and empathy had a positive and significant effect on e-satisfaction. E- satisfaction and E-Service have a positive and significant impact on e- loyalty. E-satisfaction can mediate the impact of reliability, tangible, and empathy on e-loyalty, while responsiveness and assurance do not mediate the effect of e-satisfaction on e-loyalty The results of this study can theoretically strengthen the existing theory that e-satisfaction can mediate the effect of reliability, tangible and empathy on e-loyalty, while responsiveness and assurance do not mediate the impact of e-satisfaction on e-loyalty. The practical implications in this study are used as input for platform provider to improve the quality of services provided by platform provider to muslim travelers.

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The Effects of E-Trust and E-Service Quality to E-Loyalty with E-Satisfaction as the Mediation Variable (The Study of Bebas Bayar Application User’s in Indonesian)

Cited by 16 publications

References 10 publications

The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

Analysis of Factors Affecting E-Loyalty With E-Trust and E-Satisfaction as Mediation Variables on Halodoc Application Users in Indonesia

E-Service Quality, E-Loyalty, and E-Satisfaction Muslim Travellers

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