Pengaruh Technology Acceptance Factor, Website Service Quality Terhadap Customer E-Loyalty Yang Di Mediasi Oleh Customer E-Satisfaction (Studi Empiris Pada Konsumen Pengguna Tokopedia Di Kota Padang)

Nanang Rinaldo - Universitas Negeri Padang
Abror Abror - Universitas Negeri Padang

Abstract


Abstract
The purposes of this study are to analyze: (1) The effect of Technology Acceptance Factor on Ecustomer
Satisfaction, (2) The effect of Website service quality on E-customer Satisfaction, (3)
The effect of E-customer Satisfaction on E-customer loyalty, (4 ) The Effect of Technology
Acceptance Factor on E-customer loyalty, (5)The effect of Website service quality on E-customer
Loyalty. The population on this study is Tokopedia customers in the city of Padang. We used
200 customers as the respondent. This study used survey method with questionnaires as the data.
This study analyzed the data by using SEM with smart PLS 3.0 as the software. The results of
this study indicate that: (1) Technology Acceptance Factor has no significant effect on customer
loyalty. (2) Website service quality has a significant effect on E-customer loyalty. (3) E-customer
satisfaction does not affect the E-customer loyalty significantly. (4) Technology Acceptance
Factor affect E-customer satisfaction significantly. (5) Website service quality has a significant
influence on E-customer satisfaction.

Keywords: Customer e-loyalty, Customer e-satisfaction, Technology acceptance factor & Web
service quality.


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DOI: http://dx.doi.org/10.24036/jkmw0255060