Analysis of e-Service Quality and e-Trust on e-Loyalty with e-Satisfaction as an Intervening Variable in The Government e-Catalogue

Abstract

One of the ways utilized in selecting a Provider of Goods/services in Government Procurement is electronic purchasing (e-Purchasing) through an e-Catalogue. This study intends to investigate the influence of e-service quality and e-trust on e-loyalty through e-satisfaction of e-Catalogue users in all Ministries/Institutions/Regional Apparatuses in Indonesia. Sampling was carried out on 380 respondents who were procurement participants who had transacted in the government e-Catalogue with a minimum of 2 (two) transactions. Analysis of research data was done using Structural Equation Model (SEM) with SmartPLS version 3.3.3 application. Based on the findings of hypothesis testing, it is found that e-service quality has a positive but not significant effect on e-loyalty. E-service quality and e-trust have a positive and significant effect on e-satisfaction. E-trust and e-satisfaction have a positive and significant effect on e-loyalty. E-satisfaction can mediate service quality and e-trust in e-loyalty. The theoretical implications of the results of this study are also valuable for Government Agencies. They would build e-Catalogue applications by paying attention to the level of e-service quality to establish e-trust, e-satisfaction, and e-loyalty when transacting through e-Catalogue.