Business, Management and Accounting
3 years ago

E-service quality and trust drive customer loyalty in online shopping.

JURNAL MINDS Manajemen Ide dan Inspirasi
E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis
Hari Muharam, Harmon Chaniago, Endraria Endraria, Amran Harun

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Online customers become loyal to e-commerce sites when they experience good e-service quality, trust, and satisfaction. A study with 350 millennial buyers in Bogor city found that high-quality e-service and trust lead to customer loyalty, with satisfaction playing a key role as a mediator. This shows that e-commerce businesses can build loyalty by offering efficient services and creating positive experiences for customers.