Hubungan kualitas ritel online, tingkat kepercayaan, dan kepuasan pelanggan dalam proses pembentukan loyalitas pelanggan ritel online

Deskripsi

This research tests model of loyalty development process which influenced by e-satisfaction, e-trust and multidimension of e-tail quality. E-tail quality measured by second order level dimensions including reliability, responsiveness, website design and security. The research hipotheses tested with structural equation modeling based on 163 respondend data which achieved by quesionnaire. The result indicated that e-loyalty is development process is influenced by e-satisfaction, however e-trust have influence on neither e-satisfaction nor e-loyalty. Moreover, from four of e-tail quality dimensions, reliability, responsiveness, website design, and security, reliability is the only one dimension that significantly affects customers perception of e-tail quality. Ada tabel