PENGARUH E-SERVICE QUALITY, E-TRUST DAN E-PROMOTION TERHADAP E-CUSTOMER LOYALTY DENGAN E-CUSTOMER SATISFACTION SEBAGAI PEMEDIASI

Bima, Triatmojo and Sefnedi, Sefnedi and Reni, Yuliviona (2025) PENGARUH E-SERVICE QUALITY, E-TRUST DAN E-PROMOTION TERHADAP E-CUSTOMER LOYALTY DENGAN E-CUSTOMER SATISFACTION SEBAGAI PEMEDIASI. Masters thesis, Universitas Bung Hatta.

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Abstract

The purpose of this study was to determine the effect of e-customer satisfaction as a mediator on the relationship between e-service quality, e-trust, e-promotion and e-customer loyalty of the New PLN Mobile application users at PLN UP3 Bukit Tinggi. This study performs the structural equality modeling (SEM) method to test the hypotheses development. The numbers of sample were 135 respondents by using purposive sampling method. The results of analysis showed that e-service quality and e-promotion did not have a significant effect on e-customer loyalty. However, e-trust and e-customer satisfaction have a significant effect on e-customer loyalty. Furthermore, e-service quality, e-trust and e-promotion have a significant effect on e-customer satisfaction. In addition, the results showed that e-customer satisfaction mediated the relationship between e-service quality, e-trust, e-promotion and e-customer loyalty. Keyword: e-service quality, e-trust, e-promotion, e-customer satisfaction, e-customer loyalty, New PLN Mobile Application

Item Type:	Thesis (Masters)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Program Pascasarjana > Manajemen
Depositing User:	Manajemen Magister
Date Deposited:	14 Mar 2025 07:14
Last Modified:	14 Mar 2025 07:14
URI:	http://repo.bunghatta.ac.id/id/eprint/24518

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