The Influence of E-service Quality toward E-customer Satisfaction and E-customer Loyalty in SOCO by Sociolla Application

Abstract

Changes in the trend of society in making beauty products as their main needs in line with technological developments make the digital business competition even higher. Therefore, e-commerce engaged in beauty, Sociolla, issued a new application called SOCO by Sociolla. This application integrates its features such as Beauty Journal and Sociolla into one platform to facilitate its users. However, in its implementation, this application is considered to provide unsatisfactory service quality seen from complaints on App Store and Google Play.

Factors Influencing Customer Decision-Making In Choosing E-Cab Services Over Traditional Taxis In Calabar Metropolis

“…Ensuring a user-friendly and trustworthy online platform can positively impact customer satisfaction and loyalty. The findings of this study further suggest that customer satisfaction is a critical factor in driving customer loyalty (Indriastuti, 2022;Pranata, 2023). E-customer satisfaction has been shown to mediate the relationship between e-service quality and e-customer loyalty (Pranata, 2023).…”

“…The findings of this study further suggest that customer satisfaction is a critical factor in driving customer loyalty (Indriastuti, 2022;Pranata, 2023). E-customer satisfaction has been shown to mediate the relationship between e-service quality and e-customer loyalty (Pranata, 2023). Therefore, focusing on enhancing customer satisfaction through improved service quality can lead to increased customer loyalty in the e-cab service sector.The results of the analysis from the research hypothesis suggest that while not all demographic factors have a significant impact on e-cab preferences in Calabar, certain aspects such as marital status, level of education, and occupation do play a role in shaping customer choices.…”