电子服务质量和网站质量对电子忠诚度的影响,电子满意度是 Bluder Cokro 公司的中介变量

Eka Wawan Febriyanti, Irmawati Irmawati
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摘要

在经历了 Covid-19 大流行后,印尼经济崛起,马迪恩市的特色食品企业家们采取了一种竞争策略,即通过定期和周期性地提高业务质量来实现客户满意度,从而长期保持客户忠诚度。本研究旨在以电子满意度为中介变量,分析 Cokro bluder 公司的电子服务质量和网站质量对电子忠诚度的影响。本研究的受访者人数为 150 人,他们都有在网上购买 Cokro bluder 产品的经历。对受访者的调查是通过谷歌表格设施在线进行的,因此本研究中使用的抽样技术是目的性抽样技术,因为它符合基于本研究目标的某些考虑因素。从受访者处获得的数据会经过 Smart PLS 3.0 程序的多个测试阶段。外层模型进行了有效性测试、可靠性测试和多重共线性测试等几项测试,而内层模型则进行了拟合度(Gof)测试和假设检验。分析结果表明,电子服务质量对电子忠诚度有显著的正向影响,电子服务质量对电子满意度有显著的正向影响,网站质量对电子忠诚度有显著的正向影响,网站质量对电子满意度有显著的正向影响,电子满意度对电子忠诚度也有显著的正向影响,因此电子满意度成功地调节了电子服务质量和网站质量对电子忠诚度的影响。
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The Effect of E-Service Quality and Website Quality on E-Loyalty with E-Satisfication as an Mediating Variable at the Bluder Cokro Company
The rise of the Indonesian economy after passing through the Covid-19 pandemic, Madiun city specialty food entrepreneurs have a competitive strategy to achieve customer satisfaction so that customer loyalty is maintained in the long term by improving business quality regularly and periodically.This study aims to analyze the effectiveness of e-service quality and website quality on e-loyalty with e-satisfication as a mediating variable at the Cokro bluder company. The number of respondents in this study were 150 respondents who had experience shopping for bluder Cokro products online. The survey of respondents was conducted online using the google form facility so that the technique used to take samples in this study was purposive sampling technique because it was in accordance with certain considerations based on the objectives of this study. The data that has been obtained from respondents then goes through several test stages using the Smart PLS 3.0 program. Outer model there are several tests carried out such as validity test, reliability test and multicollinearity test while the inner model conducts Godness of Fit (Gof) test and hypothesis testing. The results of the analysis explain that e-service quality has a significant positive effect on e-loyalty, e-service quality has a significant positive effect on e-satisfication, website quality has a significant positive effect on e-loyalty, website quality has a significant positive effect on e-satisfication, e-satisfication also has a significant positive effect on e-loyalty so that e-satisfication successfully mediates the relationship between e-service quality and website quality on e-loyalty.
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