The Influence of Customer Experience and E-Service Quality on Customer Loyalty with Customer Satisfaction as an Intervening Variable
Abstract
Purpose This study aims to determine the effect of customer experience and e-service quality on customer loyalty mediated by shopee customer satisfaction in Medan City.
Method -This type of research is comparative causal research. The population of this research is shoppe customers with a sample of 36 respondents. The research used a purposive sampling technique, which is a data collection technique using a questionnaire and a Likert scale. The data analysis technique used is path analysis.
Results - The results obtained by the customer experience affect customer satisfaction so as to provide customer loyalty to Shopee. However, e-service quality does not have a significant effect on customer satisfaction and customer loyalty.
Originality (Novelty) - In our writing this time there is literacy regarding the effect of customer experience and e-service quality on customer loyalty mediated by customer satisfaction at shopee.
Implications - Service providers speculate that e-service quality can make customers loyal by satisfying their expectations for the services provided. But in fact the customer experience has more influence on customer loyalty
Keywords
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DOI: https://doi.org/10.30596/miceb.v1i0.355
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