Pengaruh E-Service Quality Terhadap E-Customer Loyalty Dengan E-Customer Satisfaction Sebagai Variabel Intervening Pada Pengguna Aplikasi KAI Access di Jember

Abstract

This research For analyze the influence of e-service quality on e-customer loyalty with e-customer satisfaction as an intervening variable on KAI Access Application users in Jember. This research design is explanatory research. The sampling technique used is nonprobability sampling technique with purposive sampling method. The number of samples in this study was 210 respondents, with the population being KAI Access application users in Jember. The data analysis method used is SEM-PLS using Smart PLS 4 software. The results of this study indicate that: 1) E-service quality has a significant effect on e-customer satisfaction. 2) E-service quality has a significant effect on e-customer loyalty. 3) E-customer satisfaction has a significant effect on e-customer loyalty. 4) ECustomer Satisfaction has a significant effect on e-customer loyalty through ecustomer satisfaction.