The Effect of E-Service Quality and Brand Image on E-Loyalty through Brand Trust and E-Satisfaction as Intervening Variables

Feliciana Regina Putri, Farida Indriani

Abstract


This study aims to examine the effect of e-service quality and brand image on e-loyalty traveloka customers through brand trust and e-satisfaction as an intervening variable. Sampling was used using purposive sampling technique, total samples used as many as 276 respondents who had been a consumer of Traveloka and had made a purchase in Traveloka for a minimum of 2 times. The data analysis technique used in this study was to use SEM (Structural Equation Model) analysis with the AMOS program, and data collection techniques used a questionnaire. The results showed that E-Service Quality and Brand Image had a positive effect on the customer e-satisfaction. Brand Trust and e-satisfaction have a positive effect on e-loyalty and brand image positively influence the brand trust

Keywords


e-service quality, brand image, brand trust, e-satisfaction, e-loyalty

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References


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DOI: https://doi.org/10.33258/birci.v5i2.4754

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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.