THE EFFECT OF ELECTRONIC SERVICE QUALITY AND PERCEIVED JUSTICE OF ELECTRONIC SERVICE RECOVERY ON CUSTOMER SATISFACTION AND LOYALTY
Syafrizal 1; Sari Lenggo Geni 2
1) Faculty of Economics and Business, Universitas Andalas
2) Faculty of Economics and Business, Universitas Andalas
Abstract
The rapid growth of internet user has facilitated the growth of e-commerce business in Indonesia. This study aims to analyze the effect of electronic service quality and perceived justice of electronic service recovery toward satisfaction and loyalty of online shopper. Survey questionnaire was conducted to 338 of online shopper in Padang, Indonesia. Research instrument of this study were adapted from previous studies. Research data was analyzed by using structural equation modelling with the help of Smart PLS 3.0 software. The results of this study show that electronic service quality has positive significant effect on satisfaction and loyalty. In addition, perceived justice of electronic service recovery also has positive significant influence on satisfaction and loyalty.
Keywords: e-servqual; e-service recovery; satisfaction and loyalty
Topic: Digital Marketing