The effect of E-service quality on customer satisfaction and loyalty (case study at E-marketplace XYZ in Indonesia)

Abstract

Online transactions make it easy for people to get products or sell the products through online applications. The success and failure of online sales depends on how satisfied and loyal the customer is to the service of the product or business which can certainly influence and increase competition between the online sales industry. Based on that background we want to measure how much influence the quality of services provided by the Online Marketplace to customers has an impact on customer satisfaction and customer loyalty. The measurement method used is to use E-Service Quality, to determine customer satisfaction (Customer Satisfaction) and determine the level of customer loyalty (Customer Loyalty). This research uses a quantitative approach and uses random sampling techniques. Data collection using a questionnaire with data samples totaling 102 respondents. The results of this study indicate that there is a significant relationship between E-Service Quality, Customer Satisfaction and Customer Loyalty to customers that increase customer online shopping transactions so that companies are able to compete with other companies.