Track: Business Management

Abstract

This study aimed to determine the effect of E-service Quality and E-trust on E-customer loyalty through E-customer satisfaction as an intervening variable in gopay users in Bandung. The type of this research is descriptive and causal analysis with a quantitative approach. Sampling was done using a non-probability sampling method, namely, purposive sampling type. The results of the number of respondents obtained as many as 400 people. The analysis technique used in this research is SEM PLS analysis, which was processed using SmartPls. The results in this study indicate that E-service Quality has a positive and significant effect on E-customer loyalty, E-trust has no positive and insignificant effect on E-customer loyalty., then E-service Quality has a positive and significant effect on E-customer satisfaction, E-trust has a positive and significant effect on E-customer satisfaction, E-customer satisfaction has a significant effect on E-customer loyalty, E-service Quality has an effect positive and significant impact on E-customer loyalty through E-customer satisfaction, and E-trust has a positive and significant effect on E-customer loyalty through E-customer satisfaction.

Keywords: electronic, sercive, quality, trust, loyalty, satisfaction