ANALISIS PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY MELALUI E-SATISFACTION PELANGGAN JD.ID DI PONTIANAK

  • Junardi
  • Melia Sari
Keywords: E-Service Quality, E-Satisfaction, E-Loyalty

Abstract

Technological developments have changed human life, almost all activities are carried out online now, such as how to shop for necessities. Some businessman saw that’s a great opportunity, so some of them started to establish marketplace. One of the marketplace that attracted the writer’s attention is JD.id. The writer would like acknowledge and analyze the influence of e-service quality to e-loyalty through e-satisfaction JD.id customer in Pontianak using quantitative research which the test of research hypothesis using path analysis. The population of this research are customer that at least have shopped twice at JD.id who are domiciled in Pontianak by using quota sampling method. Data collection are using questionnaires and interviews as primary data obtained from the survey of 90 respondents.From the result it can be concluded that e-service quality had indirect effect to e-loyalty through e-satisfaction JD.id customer in Pontianak.

Published
2019-09-30
Section
Articles