The Influence of E-Quality Service and E-Trust on E-Loyalty through E-Satisfaction of Gojek Application Users during the Covid-19 Pandemic in Sidoarjo

Pambudi, Ryllo Saka (2022) The Influence of E-Quality Service and E-Trust on E-Loyalty through E-Satisfaction of Gojek Application Users during the Covid-19 Pandemic in Sidoarjo. Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Digitalization has helped a lot in the growth and development of the Indonesian economy, which was affected by the Covid-19 pandemic, one of which is an online transportation application platform, one of which is Gojek, which provides various features that help various types of online transactions and minimize crowds during the pandemic. This study aims to analyze the effect of E-Service Quality and E-Trust on E-Loyalty on Gojek application users during the pandemic in Sidoarjo, either directly or indirectly through the connecting variable, namely E-Satisfaction. The data in this study consisted of primary data and secondary data. The data analysis method used is path analysis for the direction of the direct relationship between the dependent variable and the independent variable and the Sobel test with a significance level of 5% assisted by the SPSS program and Sobel Test Calculation for The Significance of Mediation. A total of 21 statement items were distributed through the GoogleForm platform with a total of 96 respondents determined by the Lemeshow formula. The results of the study state that there is a direct effect of E-Service Quality on E-Loyalty, there is a direct influence of E-Service Quality on E-Satisfaction, there is a direct influence of E-Trust on E-Satisfaction, not there is a direct effect of E-Trust on E-Loyalty, there is a direct influence of E-Satisfaction on E-Loyalty, there is an indirect effect of E-Service Quality on E-Loyalty through E-Satisfaction, there is an indirect effect of E-Trust towards E-Loyalty through E-Satisfaction. Keywords : E-Service Quality, E-Trust, E-Satisfaction, E-Loyalty

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