THE EFFECT OF E-SERVICE QUALITY TO E-LOYALTY THROUGH E- SATISFACTION ON JENIUS APPLICATION IN INDONESIA
This study aims to analyze the relationship between e-service quality, e-satisfaction, and e- loyalty on the Jenius application in Indonesia. The sample used in this study is people who actively use services on the Jenius application, both men and women with an age range of 17-45 years, totaling...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/63715 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | This study aims to analyze the relationship between e-service quality, e-satisfaction, and e-
loyalty on the Jenius application in Indonesia. The sample used in this study is people who
actively use services on the Jenius application, both men and women with an age range of 17-45
years, totaling 250 respondents. This study uses the variables of e-service quality, e-satisfaction,
and e-loyalty. The data collection technique in this study used a questionnaire which was then
analyzed by SPSS v25. The results of this study indicate that e-service quality has a significant
positive effect on e-satisfaction. E-service quality has a significant positive effect on e-loyalty.
E-satisfaction has a significant positive effect on e-loyalty. E-satisfaction is able to mediate the
relationship between e-service quality and e-loyalty in a significant positive manner. |
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