Effect of E-Service Quality and E-Trust on E-Loyalty of E-Payment Through E-Satisfaction of Shopee pay Users

Abstract

The industrial world has begun to enter the 5.0 era which marked by increasingly advanced technological developments. One of the them is the development of digital wallets that make people to pay online or offline easier. People do not need to carry cash, they can buy whatever they want only through online applications, one of which is ShopeePay. This research is a type of quantitative research with a descriptive research design using SPSS 25 and path analysis techniques. ShopeePay users who use more than three times of use amounted to 200 respondents by using the Lemeshow formula aid. The results of this study indicate that (1) e-service quality have a positive and significant direct effect on e-loyalty, (2) e-trust have a positive and significant direct effect on e-loyalty, (3) e-satisfaction has a positive and significant direct effect on e-loyalty, (4) e-service quality has a positive and significant direct effect on e-satisfaction, (5) e-Trust has a positive and significant direct effect on e-satisfaction, (6) e-service quality have a positive and significant indirect effect on e-loyalty through e-satisfaction, dan. (7) e-trust have a positive and significant indirect effect on e-loyalty through e-satisfaction In the results of this study, researchers have suggestions for ShopeePay companies to continue to innovate, develop, and maintain as well as to improve quality to the trust of customers.

Increasing E-Loyalty of E-Commerce Users Through E-Satisfaction and e-Trust

“…This is evidenced by the path coefficient value of 0.25 with a t_count value of 4.67 above the minimum t (1.96) at a significant level of 5%. The results of this test are in line with some of the results of previous studies which state that e-service quality has a direct positive and significant effect on e-loyalty (Cahyanti et al, 2022); (Suprapti & Suparmi, 2020). 2.…”

“…E-service quality is a service for customers or consumers who use the internet by providing a way to make it easier for them to transact efficiently and effectively (Komara (2013) in Cahyanti et al, (2022)). E-service quality was developed to evaluate a service from the internet network (Cahyanti et al, 2022).…”

“…E-service quality is a service for customers or consumers who use the internet by providing a way to make it easier for them to transact efficiently and effectively (Komara (2013) in Cahyanti et al, (2022)). E-service quality was developed to evaluate a service from the internet network (Cahyanti et al, 2022). E-Service quality can be interpreted as a service through a website for media in several activities such as shopping, buying, paying, and distributing effectively and efficiently ((Zeithaml et al, 2013) in Prasetyo & Yusran (2022)).…”

“…(2016) in Prasetyo & Yusran (2022)). E-satisfaction is a response to the customer's feelings of pleasure related to the experience experienced after making a purchase transaction of goods or online services (Anderson, Rolph E., and Srinivasan (2003) in (Cahyanti et al, 2022). Kim et al (2009) in (Barkah & Nabila, 2021) defines esatisfaction as the accumulation of satisfaction that consumers get on every purchase and experience of consuming goods or services from time to time on an online site.The e-satisfaction indicator is measured by 4 indicators, namely convenience, product information, financial security, site appearance (Suprapti & Suparmi, 2020).…”

“…Electronic service quality, electronic satisfaction, electronic trust, and electronic commitment play a key role in building online customer electronic loyalty (Romadhoni, Hadiwidjojo, & Aisjah, 2015). Electronic service quality has a positive and significant direct effect on electronic loyalty; electronic trust has a positive and significant direct effect on electronic loyalty; electronic satisfaction has a positive and significant direct effect on electronic loyalty; Electronic service quality has a positive and significant direct effect on electronic satisfaction; electronic trust has a positive and significant direct effect on electronic satisfaction; electronic service quality indirectly has a positive and significant effect on electronic loyalty through electronic satisfaction; electronic trust has a positive and significant indirect effect on electronic loyalty through electronic satisfaction (Cahyanti, Sudarmiatin, & Dhewi, 2022).…”