THE EFFECT OF E-SERVICE QUALITY TO E-LOYALTY THROUGH E- SATISFACTION ON JENIUS APPLICATION IN INDONESIA

• Main Author: Aziman, Fauzan
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/63715
• Institution: Institut Teknologi Bandung

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.