The Effect of Electronic Service Quality on Customer Loyalty with Customer Value and Customer Satisfaction As Serial Mediation
Ziska Meitria,
Hamdi Harmen,
Sulaiman .
Abstract:This research aimed to analyze the role of customer value and customer satisfaction as a serial mediation between the effects of electronic service quality on customer loyalty. The sampling technique used was quota sampling with a total sample of 243 respondents, while the data analysis technique used was the Structural Equation Model. The results showed that customer value and customer satisfaction have a significant effect on increasing customer loyalty; and electronic service quality does not have a signifi… Show more
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