The Role of Digital Leadership, e-loyalty , e-service Quality and e-satisfaction of Indonesian E-commerce Online Shop
DOI:
https://doi.org/10.5555/ijosmas.v3i5.180Keywords:
digital leadership, e-service quality, e-loyalty, e-satisfaction, E-commerce online shop.Abstract
Abstract - The purpose of this study was to determine the effect of e-service quality on e-loyalty, digital leadership on e-loyalty, the effect of e-service quality on e-satisfaction and the effect of e-loyalty on e-satisfaction in e-commerce online shops. The research method is quantitative and the sampling of respondents uses non-probability sampling of 190 online shop consumers. The researchiuses quantitativeimethods with descriptiveianalysis techniquesiand pathianalysis. The resultsiof theionline questionnaireiwere measurediusing a Likertiscale. Data processingiis doneibyipathianalysisimethodiusingiSPSS . The results of his research prove that the variables of digital leadership, e-service quality, e-satisfaction and e-loyalty are in the good category. The results of his research prove that digital leadership has aipositive andisignificantieffect on e-loyalty, digitalileadership has aipositive andisignificantieffect on e-satisfaction , e-serviceiquality has a positiveiand significant effect on e-loyalty, e-service quality has a positive and significant effect on e-satisfactioniand e-loyaltyihas aipositive and significantieffect on e-satisfaction in e-commerce online shops.
Downloads
References
Al-dweeri, R. M., Moreno, A. R., Montes, F. J. L., Obeidat, Z. M., & Al-dwairi, K. M. (2018). The effect of e-service quality on Jordanian student’s e-loyalty: an empirical study in online retailing. Industrial Management & Data Systems.
Alkhateeb, M. A. (2020). Impact of E-services quality on e-loyalty in paltel E-satisfaction as a mediating variable. International Journal of Web Portals (IJWP), 12(2), 81-101.
Al-Khayyal, A., Alshurideh, M., Al Kurdi, B., & Aburayya, A. (2020). The impact of electronic service quality dimensions on customers’e-shopping and e-loyalty via the impact of e-satisfaction and e-trust: A qualitative approach. International Journal of Innovation, Creativity and Change, 14(9), 257-281.
Gotama, F., & Indarwati, T. A. (2019). 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). Jurnal Minds: Manajemen Ide dan Inspirasi, 6(2), 145-160.
Jeyaprabha, B., & Sundar, C. (2021). The Mediating Effect of E-Satisfaction on E-Service Quality and E-Loyalty Link in Securities Brokerage Industry. REVISTA GEINTEC-GESTAO INOVACAO E TECNOLOGIAS, 11(2), 931-940.
Muhdiyanto, M., & Pramesti, D. A. (2018). Creating E-Loyalty On Online Shopping Transaction Through E-Service Quality And E-Trust. Muhammadiyah International Journal of Economics and Business, 1(1), 39-45.
Ilham, R. (2018). Improve quality of e-loyalty in online food delivery services: a case of Indonesia. Journal of Theoretical and Applied Information Technology, 96(15), 4760-4769.
Marati, M., Faisal, M. A., Anggoro, I. D., & Anwar, S. (2021, December). E-Service Quality, E-Loyalty, and E-Satisfaction Muslim Travellers. In Annual International Conference on Islamic Economics and Business (AICIEB) (Vol. 1, pp. 219-226).
Mashaqi, E., Al-Hajri, S., Alshurideh, M., & Al Kurdi, B. (2020). The impact of E-Service quality, E-Recovery services on E-Loyalty in online shopping: theoretical foundation And qualitative proof. PalArch's journal of archaeology of Egypt/Egyptology, 17(10), 2291-2316.
Jameel, A. S., Hamdi, S. S., Karem, M. A., & Raewf, M. B. (2021, February). E-Satisfaction based on E-service Quality among university students. In Journal of Physics: Conference Series (Vol. 1804, No. 1, p. 012039). IOP Publishing.
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., ... & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477-486.
Kaya, B., Behravesh, E., Abubakar, A. M., Kaya, O. S., & Orús, C. (2019). The moderating role of website familiarity in the relationships between e-service quality, e-satisfaction and e-loyalty. Journal of Internet Commerce, 18(4), 369-394.
Puranda, N. R., Ariyanti, M., & Ghina, A. (2022). The Effect of E-Service Quality on E-Loyalty With E-Satisfaction as an Intervening for GoFood Application Users. ITALIENISCH, 12(1), 218-226.
Phromlert, C., Deebhijarn, S., & Sornsaruht, P. (2019). How website quality, e-service quality, e-satisfaction, and social value affect poshtel e-loyalty in Thailand. African Journal of Hospitality, Tourism and Leisure, 8(5), 1-14.
Wibowo, H. A. (2019). The mediating role of e-satisfaction on the effect of e-service quality dimensions on e-loyalty: A lesson from Bukalapak. com Indonesia. Humanities and Social Sciences Letters, 7(4), 199-208.
Wilis, R. A., & Nurwulandari, A. (2020). The effect of E-Service Quality, E-Trust, Price and Brand Image Towards E-Satisfaction and Its Impact on E-Loyalty of Traveloka's Customer. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 4(3), 1061-1099.
E-Satisfaction Muslim Travellers. In Annual International Conference on Islamic Economics and Business (AICIEB) (Vol. 1, pp. 219-226).
