Pengaruh E-Service Quality Terhadap E-Customer Loyalty Pada Personal Shopper Dengan E-Customer Satisfaction Sebagai Variabel Intervening

Dhyah  Harjanti; Noerchoidah Noerchoidah; Wilma Laura Sahetapy; Nony Kezia Marchyta; David Christian Han

doi:10.36456/tq1mt269

Authors

Dhyah Harjanti Universitas Kristen Petra
Noerchoidah Universitas PGRI Adi Buana Surabaya
Wilma Laura Sahetapy Universitas Kristen Petra
Nony Kezia Marchyta Universitas Kristen Petra
David Christian Han Universitas Kristen Petra

DOI:

https://doi.org/10.36456/tq1mt269

Keywords:

Customer Behavior, e-Service Quality, e-Customer Satisfaction, e-Customer Loyalty

Abstract

Changes in consumer behavior in shopping, especially online, triggered by the Covid-19 pandemic in Indonesia, have prompted one shopping center to innovate and adapt. One of the shopping center's efforts is to launch a personal shopper application to remain competitive during the pandemic. This study aims to analyze the effect of e-service quality and e-customer satisfaction as intervening variables on e-customer loyalty in personal shopper application services. The research method is a quantitative approach, with a survey of 256 respondents who have shopped through a personal shopper application in the last 3 months. Data processing was performed using SmartPLS version 4.0. The results showed that e-service quality had a positive and significant effect on e-customer satisfaction; e-service quality also had a positive and significant effect on e-customer loyalty; e-customer satisfaction had a positive and significant effect on e-customer loyalty; and e-customer satisfaction was proven to be an intervening variable in the relationship between e-service quality and e-customer loyalty.

References

Akroush, M. N., Zuriekat, M. I., Mahadin, B. K., Mdanat, M. F., Samawi, G. A., & Haddad, O. J. (2021). Drivers of E-Loyalty in E-Recruitment: The Role of E-Service Quality, E-Satisfaction, and E-Trust in Jordan, an Emerging Market. Journal of Electronic Commerce in Organizations (JECO), 19(2), 17-33.

Al-Hashem, A. O. (2020). IT-Based knowledge management processes, e-services innovation and e- Loyalty. Journal of Theoretical and Applied Information Technology, 98(10), 1765-1776.

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.

Andi, H. (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, 7(4), 199-208.

Arilaha, M. A., FAHRI, J., & BUAMONABOT, I. (2021). Customer Perception of E-Service Quality: An Empirical Study in Indonesia. The Journal of Asian Finance, Economics and Business, 8(6), 287-295.

CNNIndonesia. (2020). Transaksi e-Commerce Naik Nyaris Dua Kali Lipat saat Pandemi. Diakses pada 21 Oktober 2020. https://www.cnnindonesia.com/ekonomi/20201021193353-92-561232/transaksi-e-commerce- naik-nyaris-dua-kali-lipat-saat-pandemi.

Febriyanti, K., Mubarok, D. A. A., & Sofiati, N. A. (2025). Pengaruh customer satisfaction dan e-service quality terhadap customer loyalty pada pengguna Lazada. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 11(2), 984-997.

Faddila, S. P., Khalida, L. R., & Fauji, R. (2022). e-Service Quality and e-Trust Models in Increasing Generation Z e-Customer Satisfaction in e-Wallet Transactions with ShopeePay Application. Jurnal Mantik, 6(1), 210-214.

Ghozali, I. (2014). Structural equation modeling metode alternatif dengan Partial Least Square (PLS) dilengkapi software SmartPLS 3.00 Xistat 2014 dan WarpPLS 4.0. Badan Penerbit Universitas Diponegoro.

Giao, H., Vuong, B., & Quan, T. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351-370.

Gu, S., Ślusarczyk, B., Hajizada, S., Kovalyova, I., & Sakhbieva, A. (2021). Impact of the covid-19 pandemic on online consumer purchasing behavior. Journal of Theoretical and Applied Electronic Commerce Research, 16(6), 2263-2281.

Gull, S., Tanvir, A., Zaidi, K. S., & Mehmood, Z. (2020). A Mediation Analysis of E-Service Quality and E- Loyalty in Pakistani E-Commerce Sector. Journal of the Research Society of Pakistan, 57(2), 66.

Hair, J. F.,Black, W. C.,Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (8th ed.). Annabel Ainscow.

Hansopaheluwakan, S. (2021, July). Analysis of e-service quality and website quality effect on e-customer loyalty through e-customer satisfaction (case study: Tokopedia). In IOP Conference Series: Earth and Environmental Science (Vol. 794, No. 1, p. 012086). IOP Publishing.

Hasman, H. C. P., Ginting, P., & Rini, E. S. (2019). The Influence of E-Service Quality on E-Satisfaction and Its Impact on Repurchase Intention in Using E-Commerce Applications on Students of Universitas Sumatera Utara. International Journal of Research and Review, 6(10), 299-307.

Indahingwati, A., Launtu, A., Tamsah, H., Firman, A., Putra, A. H. P. K., & Aswari, A. (2019). How digital technology driven millenial consumer behaviour in Indonesia.

Ipang, I., Suroso, S., & Novitasari, D. (2021). A study on the relationship of e-marketing, e-CRM, and e- loyalty: evidence from Indonesia. International Journal of Data and Network Science, 5(2), 115-120.

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.

Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e- loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283-302.

Kompas.id. (2021). PSBB Hingga PPKM, Kebijakan Pemerintah Menekan Laju Penularan Covid- 19 PSBB. Diakses pada 01 Agustus, 2021. https://www.kompas.id/baca/paparan-topik/2021/08/01/psbb-hingga-ppkm-kebijakan-pemerintah-menekan-laju-penularan-covid-19.

Kristioni, R., Baistama, R. P., & Widjaja, I. (2025). The influence of e-service quality on customer satisfaction and loyalty in online transportation applications. Jurnal Ekonomi, 30(1), 71–87. https://doi.org/10.24912/je.v30i1.2848.

Mardhotillah, R. R., & Wibawa, B. M. (2025). E-Service Quality factors and customer satisfaction in Shopee’s e-commerce platform. Journal of Applied Management and Business, 6(1), 22–34. https://doi.org/10.37802/jamb.v6i1.1050.

Media Indonesia. (2025, November 13). Didorong media digital dan e-commerce, ekonomi digital Indonesia capai US$100 miliar dan pimpin Asia Tenggara. Media Indonesia. https://mediaindonesia.com/ekonomi/830148/didorong-media-digital-dan-e-commerce-ekonomi-digital-indonesia-capai-us100-miliar-dan-pimpin-asia-tenggara.

Perera, C. H., Nayak, R., & Long, N. V. T. (2019). The Impact of electronic-word-of mouth on e-loyalty and consumers ’e-purchase decision making process: A Social media perspective. International Journal of Trade, Economics and Finance, 10(4), 85-91.

Quan, N., Chi, N. T. K. C., Nhung, D., Ngan, N., & Phong, L. (2020). The influence of website brand equity, e-brand experience on e-loyalty: The mediating role of e-satisfaction. Management Science Letters, 10(1), 63-76.

Ratnasari, I., Siregar, S., & Maulana, A. (2021). How to build consumer trust towards E-satisfaction in e- commerce sites in the covid-19 pandemic time?. International Journal of Data and Network Science, 5(2), 127-134.

Sari, W. D. N., & Rahmidani, R. (2025). Pengaruh e-service quality terhadap custome loyalty dengan customer trust sebagai variabel mediasi. Jurnal Pendidikan Ekonomi (JUPE), 13(3), 346–357. https://doi.org/10.26740/jupe.v13n3.p346-357.

Sembiring, I. W., & Iskamto, D. (2025). The effect of E-Service Quality on E-Customer Loyalty with E-Customer Satisfaction as a mediation variable: Case study on the My BCA mobile banking application. Eduvest – Journal of Universal Studies, 5(6), 6952–6965. https://doi.org/10.59188/eduvest.v5i6.51449.

Syah, T. Y. R., & Olivia, D. (2022). Enhancing Patronage Intention on Online Fashion Industry in Indonesia: The Role of Value Co-Creation, Brand Image, and E-Service Quality. Cogent Business & Management, 9(1), 2065790.

Trivedi, S. K., & Yadav, M. (2018). Predicting online repurchase intentions with e-satisfaction as mediator: a study on Gen Y. VINE Journal of Information and Knowledge Management Systems.

Wang, L., & Prompanyo, M. (2020). Modeling the relationship between perceived values, e-satisfaction, and e-loyalty. Management Science Letters, 10(11), 2609-2616