Whether E-Service Quality and E-Trust Are Able to Influence E-Customer Loyalty Through E-Customer Satisfaction on E-Commerce Lazada in Bandung City

Abstract

This study aims to determine the effect of e-service quality and e-trust on e-loyalty, with e-satisfaction as an intervening variable for Lazada Application customers who live in Bandung. The study is a descriptive and causal research. The sampling technique used nonprobability sampling with total of 100 people. This research uses quantitative methods with descriptive analysis techniques and path analysis. The results of the questionnaire were measured using a Likert scale. Data processing was performed by using SPSS 26. The results showed that e-service quality and e-trust have an influence on e-satisfaction; and e-service quality and e-trust have an influence on e-loyalty with e-satisfaction as an intervening variable. In conclusion, the results of this study prove that although e-service quality and e-trust have no effect on e-loyalty, e-loyalty is strongly influenced by e-satisfaction; and e-consumer satisfaction on Lazada is greatly influenced by the e-service quality provided by Lazada, and consumer e-trust in the Lazada application.