The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

Pratiwi, Lusiana; Sunaryo, Sunaryo; Mugiono, Mugiono

doi:10.20525/ijrbs.v10i6.1364

Cited by 12 publications

(27 citation statements)

References 21 publications

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“…It means that the higher the E-Service Quality, the higher the brand image tends to be. This study supports previous research (Pratiwi, Sunaryo and Mugiono, 2021;Kang and Chung, 2018;Alipoor, 2016) which stated that e-service quality has a positive and significant effect on brand image. The result of this study shows that if Shopee Food can provide quality e-service well, it will create a great Shopee Food brand image in the minds of Shopee Food users.…”

Section: Resultssupporting

confidence: 92%

The Effect of E-Service Quality on E-Customer Loyalty with E-WOM and Brand Image as Mediating Variables (Study on Shopee Food Consumers in Malang City)

Puspita¹,

Rofianto

Dhewi

2022

IJHESS

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The development of the world of business and trade cannot be separated from technological advances. Applications for ordering food and beverages facilitate consumers to order online by using smartphone when they do not have much time to come directly to the store (offline). The aim of this study is that to find out Shopee Food Indonesia, which will be a strong competitor for other food and beverage service companies. This study was a quantitative research using SPSS 25. The populations in this study were consumers who used Shopee Food with a sample of 280 respondents. Meanwhile, the analysis technique used path analysis and Sobel test. The results of the description analysis of the E-Service Quality variable on E-Customer Loyalty with E-WOM and Brand Image resulted in a value in the very good category. The results of this study show that (1) E-Service Quality is proven to have a direct positive and significant effect on E-WOM. (2) E-Service Quality is proven to have a direct positive and significant effect on Brand Image. (3) E-Service Quality is proven to have a direct positive and significant effect on E-Customer Loyalty. (4) E-Service Quality is proven to have a direct positive and significant effect on E-Customer Loyalty. (5) E-Service Quality is proven to have a direct positive and significant effect on E-Customer Loyalty. (6) E-WOM is able to mediate the relationship between the influence of E-Service Quality on E-Customer Loyalty. (7) Brand Image is able to mediate the relationship between the influence of E-Service Quality on E-Customer Loyalty. The suggestions for Shopee Food Indonesia is that it should improve the quality of the system, merchants and employees; besides, stay active on all social media such as Instagram, Facebook, Twitter, etc. It is expected that with social media, it can provide information between companies and consumers.

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Section: Resultssupporting

confidence: 92%

The Effect of E-Service Quality on E-Customer Loyalty with E-WOM and Brand Image as Mediating Variables (Study on Shopee Food Consumers in Malang City)

Puspita¹,

Rofianto

Dhewi

2022

IJHESS

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“…This is because customers tend to prefer to use products or services from brands that have a positive reputation. This is also in line with research conducted by Tam et al (2022); Pratiwi et al (2021); Permatasari et al (2022) which states that there is a significant positive relationship between Brand Image and Continuance Intention. Therefore, this raises the following hypothesis:…”

Section: Brand Imagesupporting

confidence: 91%

“…The ease of interacting with customer service or technical support can also affect customers' perception of the brand. Overall, E-Servicescape plays an important role in shaping the brand image of a company or brand, this is in line with research conducted by Widiani et al (2022);Iskandar et al (2018); Pratiwi et al (2021); Lowry et al (2008); Permatasari et al (2022) which states that there is a significant positive relationship between E-Servicescape and Brand Image. Therefore, this raises the following hypothesis:…”

Section: Brand Imagesupporting

confidence: 87%

Factors influencing e-servicescape on continuance intention: a case study of Blu by BCA digital in Indonesia

Yusvianto,

Raditha Hapsari

2024

IJRBS

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The number of digital banks in Indonesia is very large, resulting in intense competition between each digital bank. The tighter competition for digital banks, makes the interest in reusing digital bank users low and makes users tend to switch brands or providers in using digital banks. This study aims to determine the factors that influence e-servicescape on continuance intention mediated by brand image and performance expectancy. This research is categorized as explanatory research. Respondents in this study were users of the Blu by BCA Digital application on the island of Java, determining the number of samples in this study using purposive sampling technique with a total sample size of 249 respondents. The data collection method used a questionnaire, the data was analyzed using PLS-SEM. The results showed that e-servicescape had no significant effect on continuance intention. E-servicescape has a significant effect on brand image, brand image has a significant effect on continuance intention. E-servicescape has a significant effect on performance expectancy, performance expectancy has a significant effect on continuance intention. Brand image and performance expectancy can play a fully mediating role in the relationship between e-servicescape and continuance intention. Although e-servicescape does not have a significant influence directly, it is still part of the customer experience in using the Blu by BCA Digital app. Therefore, Blu by BCA Digital should continue to invest in technology and innovation to improve their e-servicescape. This includes the use of the latest technologies such as artificial intelligence (AI), data analytics, and personalized user experience. The better the e-servicescape, the better the brand image, performance expectancy and continuance intention of customers to keep using the service.

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“…And the result is that e-service quality significantly affects e-loyalty mediated by brand image. So, it can be concluded that the quality of e-service can increase e-loyalty by building a positive brand image (Pratiwi et al, 2021). This is also supported by research conducted by Chen & Liu, who proposed the formulation of the fourth hypothesis: brand image mediates the quality relationship.…”

Section: Hypothesis and Modelmentioning

confidence: 64%

The Effect of Self-Service Technology Service Quality on Customer Loyalty and Behavioral Intention

Radnan

Christin

2023

KINERJA

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The purpose of this research is to know the effect of self-service technology service quality on customer loyalty, behavioral intention, and customer satisfaction, the effect of self-service technology service quality on customer loyalty and behavioral intention mediated by customer satisfaction, and the effect of self- service technology service quality on customer loyalty mediated by brand image. This study uses a quantitative approach using an online questionnaire data collection method (Google Form) and will be disseminated via social media (Line, WhatsApp, and Instagram). The sampling technique used in this study is non-probability sampling – purposive sampling with 218 respondents. The results of the research conducted prove that all hypotheses in the study are supported, including service quality self-service technology has a positive effect on customer loyalty, service quality self-service technology has a positive effect on behavioral intention, service quality self-service technology has a positive effect on customer satisfaction, customer satisfaction mediates the relationship between service quality self-service technology on customer loyalty positively, customer satisfaction mediates the relationship service quality self-service technology positively on behavioral intention, brand image mediates the relationship service quality self-service technology positively on customer loyalty.

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The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables

Cited by 12 publications

References 21 publications

The Effect of E-Service Quality on E-Customer Loyalty with E-WOM and Brand Image as Mediating Variables (Study on Shopee Food Consumers in Malang City)

The Effect of E-Service Quality on E-Customer Loyalty with E-WOM and Brand Image as Mediating Variables (Study on Shopee Food Consumers in Malang City)

Factors influencing e-servicescape on continuance intention: a case study of Blu by BCA digital in Indonesia

The Effect of Self-Service Technology Service Quality on Customer Loyalty and Behavioral Intention

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