The Influence of E-Service Quality And Perceived Value on Customer Loyalty Through E-Trust And Customer Satisfaction In The Klik Indomaret Application

Navira Ghasani Rahman; Heppy  Millanyani

doi:10.46729/ijstm.v6i4.1282

Navira Ghasani Rahman Master of Management Study Program - PJJ, Faculty of Economics and Business, Telkom University, Bandung, Indonesia
Heppy Millanyani Master of Management Study Program - PJJ, Faculty of Economics and Business, Telkom University, Bandung, Indonesia

DOI: https://doi.org/10.46729/ijstm.v6i4.1282

Keywords: E-Service Quality; Customer and Indomaret.

Abstract

The rise of digital technology has fueled the growth of e-commerce in Indonesia, including mobile apps like Klik Indomaret, a digital platform by one of the country’s largest minimarket chains. Despite its convenience and user-friendly features, Klik Indomaret struggles with customer loyalty, as seen in moderate app ratings and mixed reviews. While previous studies show that e-service quality, perceived value, and e-trust can enhance satisfaction and loyalty, this relationship isn’t always consistent in practice. This study investigates the impact of e-service quality and perceived value on customer loyalty, with e-trust and satisfaction as mediating variables. Using a quantitative approach and PLS-SEM analysis of survey data from Klik Indomaret users, the research offers insights into digital consumer behavior and provides strategic recommendations for improving customer retention.

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