PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP ELOYALTY MELALUI E-SATISFACTION PADA PELANGGAN APLIKASI MAXIM DI JAKARTA

Tanujaya, Samuel Doctorian (2024) PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP ELOYALTY MELALUI E-SATISFACTION PADA PELANGGAN APLIKASI MAXIM DI JAKARTA. Skripsi thesis, Universitas Tarumanagara.

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Abstract

(A) SAMUEL DOCTORIAN TANUJAYA (115210279)
(B) THE EFFECT OF E-SERVICE QUALITY AND E-TRUST ON E-LOYALTY
THROUGH E-SATISFACTION ON MAXIM APPLICATION CUSTOMERS
IN JAKARTA
(C) 94 pages, 3 pictures, 28 tables, 12 attachments
(D) MARKETING MANAGEMENT
(E) This research aims to examine the effect of E-Service Quality and E-Trust
on E-Loyalty among users of the Maxim application in DKI Jakarta, with
E-Satisfaction as a mediating variable. A total of 200 respondents residing
in DKI Jakarta who have used the Maxim application in the last three
months were sampled for this study. Data collection was conducted through
an online questionnaire using non-probability sampling and purposive
sampling approaches. Data analysis utilized SmartPLS version 4. The
results show that E-Service Quality has a positive and significant impact on
E-Loyalty, while E-Trust does not have a direct effect. E-Service Quality
and E-Trust significantly affect E-Satisfaction, which in turn influences ELoyalty.
However,
E-Service
Quality
does
not
have
an
indirect
effect
on
ELoyalty
through
E-Satisfaction,
while
E-Trust
has
an
indirect
effect
through

E-Satisfaction.

(F) Reference 2003-2025 years
(G) Dr. Frangky Selamat , S.E., M.M.

(A) SAMUEL DOCTORIAN TANUJAYA (115210279)
(B) PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY
MELALUI E-SATISFACTION PADA PELANGGAN APLIKASI MAXIM DI
JAKARTA
(C) 94 halaman, 3 gambar, 28 tabel, 12 lampiran
(D) MANAJEMEN PEMASARAN
(E) Penelitian ini bertujuan menguji pengaruh E-Service Quality dan E-Trust
terhadap E-Loyalty pada pengguna aplikasi Maxim di DKI Jakarta, dengan
E-Satisfaction sebagai variabel mediasi. Sebanyak 200 responden yang
berdomisili di DKI Jakarta dan telah menggunakan aplikasi Maxim dalam
tiga bulan terakhir menjadi sampel dalam penelitian ini. Teknik
pengumpulan data dilakukan melalui kuesioner daring dengan metode nonprobability

sampling dan pendekatan purposive sampling. Analisis data
menggunakan SmartPLS versi 4. Hasil penelitian menunjukkan bahwa EService

Quality berpengaruh positif dan signifikan terhadap E-Loyalty,
sedangkan E-Trust tidak berpengaruh langsung. E-Service Quality dan ETrust
berpengaruh
signifikan
terhadap
E-Satisfaction,
yang
pada
gilirannya

memengaruhi

E-Loyalty. Namun, E-Service Quality tidak memiliki
pengaruh tidak langsung terhadap E-Loyalty melalui E-Satisfaction,
sementara E-Trust berpengaruh secara tidak langsung melalui ESatisfaction.

(F) Refrensi tahun 2003-2025
(G) Dr. Frangky Selamat , S.E., M.M.

Item Type:	Thesis (Skripsi)
Subjects:	Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi
Divisions:	Fakultas Ekonomi > Manajemen
Depositing User:	FE Perpus
Date Deposited:	30 Sep 2025 06:17
Last Modified:	30 Sep 2025 06:17
URI:	https://repotest.untar.ac.id/id/eprint/48116

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