Track: Business Management

Abstract

This study aims to determine the effect of E-service quality on e-customer loyalty through e-customer satisfaction as an intervening variable for users of the Soco by Sociolla application. The type of research in this study is descriptive and causal with a quantitative approach. The sampling technique used in this research is non-probability sampling using purposive sampling. the results of the number of respondents obtained as many as 100 people. The analytical technique used in this research is SEM PLS analysis which is processed using SmartPls. According to the results of the study, it shows that E-customer satisfaction has a significant effect on E-customer loyalty. According to the results of the study, E-service quality has an effect but not significant on E-customer loyalty. According to the results of the study, it shows that E-customer loyalty has a significant effect on E-customer satisfaction. E-customer satisfaction has a positive and significant effect in mediating the relationship between E-service quality and E-customer loyalty.

Keywords: E-Service Quality, E-Customer Satisfaction, E-Customer Loyalty, Customer Satisfaction, Consumer Behavior.