The Influence of Service Quality and Trust on Loyalty Mediated by Satisfaction in Shopee Customers
Keywords:
Service Quality, Trust, Satisfaction, Electronic Loyalty
Abstract
This study aims to examine the effect of electronic service quality and
electronic trust on customer electronic satisfaction and electronic loyalty, as well as
the mediating role of electronic satisfaction on the effect of electronic service
quality and electronic trust on customer electronic loyalty. The population in this
study were Shopee customers. The sample in this study was 150 respondents and
was taken using convenience sampling. The data collection technique was carried
out using a questionnaire. Data analysis was carried out using PLS-SEM. The
results of the study showed that electronic service quality and electronic trust had a
positive and significant effect on customer electronic satisfaction. Electronic
service quality and electronic trust had a positive and significant effect on customer
electronic loyalty. Electronic satisfaction plays a role in partially mediating the
effect of electronic service quality and electronic trust on customer electronic
loyalty.
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Mobile Payment Application during COVID-19: An Investigation using the
Electronic Technology Continuance Model. Journal of Financial Services
Marketing, 29(2), 318–340. https://doi.org/10.1057/s41264-022-00197-2
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Hair, Joe F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial
Least Squares Structural Equation Modeling (PLS-SEM): An Emerging Tool
in Business Research. European Business Review, 26(2), 106–121.
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Hair, Joseph F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2014). A Primer on
Partial Least Squares Structural Equation Modeling (PLS-SEM). London:
Sage Publication, Inc.
Hair, Joseph F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray,
S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM)
Using R. Cham: Springer.
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Madani Media.
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Heejae, S., & Dahana, W. D. (2017). The Moderating Roles of Prior Attitude and
Message Acceptance in Electronic Word of Mouth. International Journal of
Business and Information, 12(2), 183–206.
https://doi.org/10.6702/ijbi.2017.12.2.4
Heruwasto, I. (2014). Kajian Pengukuran Kepuasan Pelanggan: Konsep, Metode,
dan Cara Perhitungan dalam Paradigma Expectancy Disconfirmation Theory.
Jurnal Manajemen Usahawan Indonesia, 43(3), 212–242.
Hoyer, W. D., MacInnis, D. J., & Pieters, R. (2013). Consumer Behavior. Mason:
Cengage Learning.
Jeon, M. M., & Jeong, M. (2017). Customers’ Perceived Website Service Quality
and Its Effects on E-Loyalty. International Journal of Contemporary
Hospitality Management, 29(1), 438–457. https://doi.org/10.1108/IJCHM02-2015-0054
Kaur, B., & Madan, S. (2013). Factors Influencing Trust in Online Shopping : An
Indian Consumer ’ s Perspective. European Journal of Business and
Management, 5(29), 132–139.
Terhadap Loyalitas Pelanggan Dimediasi Oleh Kepuasan Pelanggan Pada
Pengguna Market Place Shopee. Jurnal Lentera Bisnis, 13(1), 105–124.
https://doi.org/10.34127/jrlab.v13i1.1005
Agarwal, R., & Dhingra, S. (2023). Factors Influencing Cloud Service Quality
and their Relationship with Customer Satisfaction and Loyalty. Heliyon,
9(4), 1–15. https://doi.org/10.1016/j.heliyon.2023.e15177
Ahdiat, A. (2024). 5 E-Commerce dengan Pengunjung Terbanyak Sepanjang
2023. Diambil dari https://databoks.katadata.co.id/datapublish/2024/01/10/5-
e-commerce-dengan-pengunjung-terbanyak-sepanjang-2023
Ahmad, A., Rahman, O., & Khan, M. N. (2017). Exploring the Role of Website
Quality and Hedonism in the Formation of e-Satisfaction and e-Loyalty:
Evidence from Internet Users in India. Journal of Research in Interactive
Marketing, 11(3), 246–267. https://doi.org/10.1108/JRIM-04-2017-0022
Al-dweeri, R. M., Moreno, A. R., Montes, F. J. L., Obeidat, Z. M., & Al-dwairi,
K. M. (2019). The Effect of E-Service Quality on Jordanian Student’s ELoyalty: An Empirical Study in Online Retailing. Industrial Management
and Data Systems, 119(4), 902–923. https://doi.org/10.1108/IMDS-12-2017-
0598
Al Amin, M., Muzareba, A. M., Chowdhury, I. U., & Khondkar, M. (2023).
Understanding E-Satisfaction, Continuance Intention, and E-Loyalty toward
Mobile Payment Application during COVID-19: An Investigation using the
Electronic Technology Continuance Model. Journal of Financial Services
Marketing, 29(2), 318–340. https://doi.org/10.1057/s41264-022-00197-2
Al Karim, R., Rabiul, M. K., & Kawser, S. (2023). Connecting E-Customer
Relationship Management and E-Loyalty to Willingness to Recommend a
Bank Service: The Sequential Mediating Roles of E-Satisfaction and EService Quality. Global Knowledge, Memory and Communication, 1–18.
https://doi.org/10.1108/GKMC-05-2023-0176
Alnaim, A. F., Sobaih, A. E. E., & Elshaer, I. A. (2022). Measuring the Mediating
Roles of E-Trust and E-Satisfaction in the Relationship between E-Service
Quality and E-Loyalty: A Structural Modeling Approach. Mathematics,
10(13), 1–15. https://doi.org/10.3390/math10132328
Ashiq, R., & Hussain, A. (2024). Exploring the Effects of E-Service Quality and
E-Trust on Consumers’ E-Satisfaction and E-Loyalty: Insights from Online
Shoppers in Pakistan. Journal of Electronic Business & Digital Economics,
3(2), 117–141. https://doi.org/10.1108/jebde-09-2023-0019
Avkiran, N. K. (2018). Rise of the Partial Least Squares Structural Equation
Modeling: An Application in Banking. In N. K. Avkiran & C. M. Ringle
(Ed.), Partial Least Squares Structural Equation Modeling: Recent Advances
in Banking and Finance. Cham: Springer.
Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the Effect of
Electronic Banking Service Quality on Customer Satisfaction and Loyalty:
An Implication for Technological Innovation. Journal of Innovation and
Entrepreneurship, 12(1), 1–18. https://doi.org/10.1186/s13731-023-00287-y
Budiarno, Udayana, I. B. N., & Lukitaningsih, A. (2022). Pengaruh Kualitas
Layanan, Kualitas Produk Terhadap Kepuasan Pelanggan dalam Membentuk
Loyalitas Pelanggan. Equilibrium: Jurnal Penelitian Pendidikan dan
Ekonomi, 19(02), 226–233. https://doi.org/10.25134/equi.v19i02.4531
Burhan, R. D. A., Najib, M., & Endri. (2021). Analysis of The Influence of
Customer Satisfaction on Sharia Banking Performance In Bogor City.
International Journal of Educational Research & Social Sciences, 2(2), 402–
414. https://doi.org/10.51601/ijersc.v2i2.56
Butt, M. M., & Aftab, M. (2013). Incorporating Attitude towards Halal Banking
in an Integrated Service Quality, Satisfaction, Trust and Loyalty Model in
Online Islamic Banking Context. International Journal of Bank Marketing,
31(1), 6–23. https://doi.org/10.1108/02652321311292029
Chao, S. L., Yu, M. M., & Wei, S. Y. (2024). Ascertaining the Impact of EService Quality on E-Loyalty for the E-Commerce Platform of Liner
Shipping Companies. Transportation Research Part E: Logistics and
Transportation Review, 184, 1–21. https://doi.org/10.1016/j.tre.2024.103491
Chin, W. W., & Dibbern, J. (2010). An Introduction to a Permutation Based
Procedure for Multi-Group PLS Analysis: Results of Tests of Differences on
Simulated Data and a Cross Cultural Analysis of the Sourcing of Information
System Services Between Germany and the USA. In V. E. Vinzi, W. W.
Chin, J. Henseler, & H. Wang (Ed.), Handbook of Partial Least Squares:
Concepts, Methods and Applications (hal. 171–193). Berlin: Springer-Verlag
Berlin Heidelberg.
Dwiastuti, R., Shinta, A., & Isaskar, R. (2012). Ilmu Perilaku Konsumen. Malang:
UB Press.
Garson, G. D. (2016). Partial Least Squares: Regression & Structural Equation
Models. Asheboro: Statistical Associates Publishing.
Ghozali, I. (2021). Partial Least Squares: Konsep, Teknik dan Aplikasi
Menggunakan Program SmartPLS 3.2.9 untuk Penelitian Empiris.
Semarang: Badan Penerbit Universitas Diponegoro.
Hair, Joe F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial
Least Squares Structural Equation Modeling (PLS-SEM): An Emerging Tool
in Business Research. European Business Review, 26(2), 106–121.
https://doi.org/10.1108/EBR-10-2013-0128
Hair, Joseph F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2014). A Primer on
Partial Least Squares Structural Equation Modeling (PLS-SEM). London:
Sage Publication, Inc.
Hair, Joseph F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray,
S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM)
Using R. Cham: Springer.
Harsojuwono, B. A., & Amata, I. W. (2020). Statistika Penelitian. Malang:
Madani Media.
Hartono, J. (2021). Metodologi Penelitian Bisnis: Salah Kaprah dan PengalamanPengalaman. Yogyakarta: BPFE.
Heejae, S., & Dahana, W. D. (2017). The Moderating Roles of Prior Attitude and
Message Acceptance in Electronic Word of Mouth. International Journal of
Business and Information, 12(2), 183–206.
https://doi.org/10.6702/ijbi.2017.12.2.4
Heruwasto, I. (2014). Kajian Pengukuran Kepuasan Pelanggan: Konsep, Metode,
dan Cara Perhitungan dalam Paradigma Expectancy Disconfirmation Theory.
Jurnal Manajemen Usahawan Indonesia, 43(3), 212–242.
Hoyer, W. D., MacInnis, D. J., & Pieters, R. (2013). Consumer Behavior. Mason:
Cengage Learning.
Jeon, M. M., & Jeong, M. (2017). Customers’ Perceived Website Service Quality
and Its Effects on E-Loyalty. International Journal of Contemporary
Hospitality Management, 29(1), 438–457. https://doi.org/10.1108/IJCHM02-2015-0054
Kaur, B., & Madan, S. (2013). Factors Influencing Trust in Online Shopping : An
Indian Consumer ’ s Perspective. European Journal of Business and
Management, 5(29), 132–139.
Published
2025-02-20
How to Cite
Putri Yasshinta, N., & Nadhira Ayu Setyaning , A. (2025). The Influence of Service Quality and Trust on Loyalty Mediated by Satisfaction in Shopee Customers. International Journal of Economics, Business and Innovation Research, 4(02), 335-354. https://doi.org/10.63922/ijebir.v4i02.1614
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