ANALISIS PENGARUH E-SERVICE QUALITY, KUALITAS INFORMASI DAN PERSEPSI KEMUDAHAN TERHADAP E-LOYALTY DENGAN E-SATISFACTION SEBAGAI VARIABEL INTERVENING (Studi Pada Pelanggan Lazada Indonesia)
Abstract: This research aim to
examine and analyze effect of e-service quality, information quality and ease
of use to e-loyalty with e-satisfaction as Intervening variables (Studies on
B2C e-commerce Lazada Indonesia customer). This research did through the distribution
of questionnaires to 115 Lazada Indonesia customer in Semarang with random
sampling method. This research used software SPSS Statistic 22. The technique
of data testing in this research includes validity test, reliability test, the
classical assumption test, path analysis that is development of multiple linear
regression and sobel test to examine mediation effect from independent variabel
to dependent variabel.
The result of this research indicates that: e-service quality has
positive effect and significant to e-satisfaction, information quality has
positive effect and significant to e-satisfaction, ease of use has positive
effect and significant to e-satisfaction, e-service quality has positive effect
and significant to e-loyalty, information
quality has positive effect and significant to e-loyalty, ease of use
has positive effect but not significant to e-loyalty, and e-satisfaction has a
positive and significant effect on e-loyalty. The sobel test shows that
e-satisfaction can mediate the effect of e-service quality, information
quality, ease of use to e-loyalty
Keywords: e-service quality,
ease of use , e-satisfaction, e-loyalty
Penulis: Saiful Riza, Sutopo
Kode Jurnal: jpmanajemendd170999
