The Influence Of E-Service Quality, E-Trust, And Perceived Value On Customer Loyalty Through Customer Satisfaction Of Alfagift Application By Alfamart In Indonesia

Findy Meileny S.A.B; Dr.  Maya Ariyanti, S., M.M

doi:10.46729/ijstm.v5i3.1101

Findy Meileny S.A.B Master of Management Study Program - PJJ, Faculty of Economics and Business, Telkom University, Indonesia
Dr. Maya Ariyanti, S., M.M Master of Management Study Program - PJJ, Faculty of Economics and Business, Telkom University, Indonesia

DOI: https://doi.org/10.46729/ijstm.v5i3.1101

Keywords: E-Commerce, Marketing, Customer Behavior, E-Service Quality, E-Trust, Perceived Value, Customer Loyalty and Customer Satisfaction.

Abstract

The purpose of this study is to identify some significant effects of perceived value, e-trust, and e-service quality on customer loyalty through customer satisfaction of Alfagift in Indonesia. This research includes quantitative research using questionnaires data collection methods. The researcher had sent online questionnaires to 155 respondents and non probability purposive sampling was used in this study. The data analysis technique used is SEM with the Smart PLS application. The results of the statistical analysis shows that there is a significant impact of customer satisfaction with Alfagift on customer loyalty. Whereas. Alfagift's customer satisfaction is determined by factors such as perceived value, e-trust, and e-service quality that consumers experience while utilizing the program. Eventually, if the user is satisfied with the application's support, they will likely remain faithful to Alfagift. In addition, the customer loyalty of Alfagift users is significantly impacted by e-service quality, e-trust, and perceived value through customer satisfaction.

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