The Effect of Electronic Service Quality on  Increasing Customer Loyalty with a Focus on Adding Diverse Product Segments

Dafa Rafif Pratama; Angga Febrian; Driya Wiryawan; Nurul Husna

doi:10.14414/jebav.v26i3.3722

Vol. 26 No. 3 (2023), Articles

Vol. 26 No. 3 (2023)

The Effect of Electronic Service Quality on Increasing Customer Loyalty with a Focus on Adding Diverse Product Segments

Articles

DOI: 10.14414/jebav.v26i3.3722

Published 30-01-2024

Dafa Rafif Pratama⁺⁻
Angga Febrian⁺⁻
Driya Wiryawan⁺⁻
Nurul Husna⁺⁻

Dafa Rafif Pratama

Universitas Lampung, Bandar Lampung, Lampung, Indonesia

Angga Febrian

Universitas Lampung, Bandar Lampung, Lampung, Indonesia

Driya Wiryawan

Universitas Lampung, Bandar Lampung, Lampung, Indonesia

Nurul Husna

Universitas Lampung, Bandar Lampung, Lampung, Indonesia

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Keywords

E-Service quality
E-Commerce
Customer satisfaction
Loyalty intention

How to Cite

Pratama, D. R., Febrian, A., Wiryawan, D., & Husna, N. (2024). The Effect of Electronic Service Quality on Increasing Customer Loyalty with a Focus on Adding Diverse Product Segments. Journal of Economics, Business, and Accountancy Ventura, 26(3), 323-336. https://doi.org/10.14414/jebav.v26i3.3722

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Abstract

Using e-commerce platforms to improve product marketing is the right choice for every business in the digital era. According to recent research, online shopping is increasingly popular among customers who prefer to shop without physically visiting a store. This study aims to investigate the quality of electronic services provided by online e-commerce stores to encourage customer satisfaction and loyalty. This study measures the quality of electronic services in terms of website design, customer service, security/privacy, and fulfillment using the most recent WebQual model. The Partial Least Square method (SmartPLS-v3) was utilized to analyze the sample data collected using 159 respondents who met the specified criteria as the research sample. The research demonstrates that all hypotheses are found to have significant positive results. Positive correlations have been found between the four dimensions of the model and the quality of electronic services, as well as their impact on customer satisfaction and intentions to stay loyal. This study is beneficial for determining the electronic service model customers in online e-commerce stores want to gain customer loyalty.

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The Effect of Electronic Service Quality on Increasing Customer Loyalty with a Focus on Adding Diverse Product Segments

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