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All Journal BULETIN BISNIS & MANAJEMEN (BBM)
Fajar Harimurti
UNISRI Surakarta
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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KEPERCAYAAN, e-KUALITAS PELAYANAN, CITRA, KEPUASAN: ANTESEDEN LOYALITAS PELANGGAN PADA MARKETPLACE DI INDONESIA Sriyanto Sriyanto; Fajar Harimurti
BBM (Buletin Bisnis & Manajemen) Vol 9, No 01 (2023): Vol. 09 No. 01, Tahun 2023
Publisher : Universitas YPPI Rembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47686/bbm.v9i01.471

Abstract

This study aims to analyze the effect of trust, e-service quality, and image on customer loyalty through customer satisfaction as a mediator variable. Sample 200 respondents are customer who are transaction on the marketplace in Indonesia. Data collection using a closed questionnaire was measured by a 5-point Likert scale. The analysis method uses path analysis and Sobel test. The results showed (1) trust, e-service quality, and image had a significant effect on customer satisfaction (2) trust, e-service quality, and image had a significant effect on customer loyalty (3) customer satisfaction had a significant effect on customer loyalty (4) trust and image had a significant effect on customer loyalty through customer satisfaction as modiator variable, while e-service quality have no significant effect on customer loyalty through customer satisfaction as mediator variable. Keywords: trust, service, image, satisfaction, loyalty
Co-Authors Sriyanto Sriyanto