E-Loyalty Model Based On E-Service Quality, E-Trust And E-Satisfaction On Gojek Consumers In East Jakarta
(1) * Sri Widodo Mail (University of Dirgantara Marshal Suryadarma, Indonesia)
(2) Sri Yanthy Yosepha Mail (University of Dirgantara Marshal Suryadarma, Indonesia)
*corresponding author

Abstract


This study aims to analyze the direct and indirect effects of e-service quality, e-trust, and e-satisfaction on the e-loyalty of Gojek consumers in east Jakarta. This study uses a quantitative approach and survey methods. The population of this research is 100 Gojek consumers in East Jakarta. With purposive sampling technique and the Slovin formula, a sample of 85 people was obtained. Data collection using a questionnaire was measured by a Likert scale. Data analysis used descriptive analysis and path analysis with SPSS version 25.0 for windows. The results showed: e-service quality has a direct positive and significant effect on e-loyalty by 45.2%; e-trust has a positive and significant direct effect on e-loyalty by 25.8%; e-satisfaction has a positive and significant direct effect on e-loyalty by 18.0%; e-service quality has a positive and significant direct effect on e-satisfaction by 34.2%; e-trust has a direct positive and significant effect on e-satisfaction by 33.3%; e-satisfaction is able to mediate the effect of e-service quality on e-loyalty; e-satisfaction is able to mediate the effect of e-trust on e-loyalty of Gojek consumers in East Jakarta

Keywords


e-loyalty. e-service quality, e-trust, e-satisfaction

   

DOI

https://doi.org/10.29099/ijair.v6i1.2.607 		      

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