Pengaruh Electronic Service Quality dan Electronic Trust terhadap Electronic Loyalty dengan Electronic Satisfaction sebagai Variabel Intervening (Study pada Pengguna Indrive di Kecamatan Medan Selayang)

Abstract

Tujuan dari penelitian ini adalah untuk mengetahui pengaruh electronic service quality, electronic trust dan electronic satisfaction terhadap electronic loyalty, mengetahui pengaruh electronic service quality, electronic trust terhadap electronic satisfaction, untuk mengetahui pengaruh electronic service quality terhadap electronic loyalty melalui electronic satisfaction, dan untuk mengetahui pengaruh electronic trust terhadap electronic loyalty melalui electronic satisfaction sebagai variabel intervening pelanggan indrive. Populasi dalam penelitian ini adalah penduduk kecamatan Medan Selayang sebanyak 103.559 jiwa. Sampel dalam penelitian sebanyak 100 jiwa yang diambil dengan menggunakan rumus slovin. Teknik pengumpulan data yang digunakan dalam penelitian ini dilakukan dengan penyebaran kuesioner. Teknik analisis yang dalam penelitian menggunakan SmartPLS (Partial Least Square) mulai dari pengukuran model (outer model), struktur model (inner model) dan pengujian hipotesis. Hasil penelitian menunjukkan bahwa electronic service quality, electronic trust dan electronic satisfaction berpengaruh terhadap electronic loyalty, electronic service quality, electronic trust terhadap electronic satisfaction, electronic service quality terhadap electronic loyalty melalui electronic satisfaction dan untuk mengetahui pengaruh electronic trust terhadap electronic loyalty melalui electronic satisfaction sebagai variabel intervening pelanggan indrive. The purpose of this research is to determine the influence of electronic service quality, electronic trust and electronic satisfaction on electronic loyalty, to determine the influence of electronic service quality, electronic trust on electronic satisfaction, to determine the influence of electronic service quality on electronic loyalty through electronic satisfaction, and to determine the influence electronic trust towards electronic loyalty through electronic satisfaction as an intervening variable for indrive customers. The population in this study was the population of Medan Selayang sub-district, 103,559. The sample in the research was 100 consumers taken using the Slovin formula. The data collection technique used in this research was carried out by distributing questionnaires. The analysis technique in the research uses SmartPLS (Partial Least Square) starting from model measurement (outer model), model structure (inner model) and hypothesis testing. The results of the research show that electronic service quality, electronic trust and electronic satisfaction have an effect on electronic loyalty, electronic service quality, electronic trust on electronic satisfaction, electronic service quality on electronic loyalty through electronic satisfaction and to find out the effect of electronic trust on electronic loyalty through electronic satisfaction as indrive customer intervening variables.