@phdthesis{eprintuntirta44496,
          school = {Universitas Sultan Ageng Tirtayasa},
           title = {PERAN E-TRUST DAN E-SATISFACTION DALAM MEMEDIASI HUBUNGAN ANTARA E-SERVICE QUALITY DENGAN E-LOYALTY
 (Studi Pada Pengguna E-Commerce Tokopedia di Kota Tangerang)},
            year = {2024},
          author = {Levia Angellina Putri},
            note = {Penelitian ini bertujuan untuk mengetahui peran e-trust dan e-satisfaction dalam 
memediasi hubungan antara e-service quality dengan e-loyalty pada pengguna e-
commerce Tokopedia di Kota Tangerang. Penelitian ini menggunakan metode 
kuantitatif dengan pendekatan deskriptif. Populasi dalam penelitian ini adalah 
pengguna e-commerce Tokopedia yang berdomisili di Kota Tangerang. Sampel 
dalam penelitian ini berjumlah 105 responden dengan penarikan purposive 
sampling. Metode analisis data yang digunakan adalah Structural Equation 
Modelling (SEM) dengan alat analisis SmartPLS 4.0. Hasil penelitian ini 
menunjukkan bahwa: (1) E-Service Quality berpengaruh positif dan signifikan 
terhadap E-Loyalty. (2) E-Service Quality berpengaruh positif dan signifikan 
terhadap E-Trust. (3) E-Service Quality berpengaruh positif dan signifikan terhadap 
E-Satisfaction. (4) E-Trust berpengaruh positif namun tidak signifikan terhadap E-
Loyalty. (5) E-Satisfaction berpengaruh positif dan signifikan terhadap E-Loyalty. 
(6) E-Trust tidak mampu memediasi hubungan antara E-Service Quality dengan E-
Loyalty. (7) E-Satisfaction mampu memediasi hubungan antara E-Service Quality
dengan E-Loyalty.},
        keywords = {E-Service Quality, E-Trust, E-Satisfaction, E-Loyalty
E-Service Quality, E-Trust, E-Satisfaction, E-Loyalty},
        abstract = {This study aims to determine the role of e-trust and e-satisfaction in mediating the 
relationship between e-service quality and e-loyalty in Tokopedia e-commerce 
users in Tangerang City. This research uses quantitative methods with a descriptive 
approach. The population in this study were Tokopedia e-commerce users who live 
in Tangerang City. The sample in this study amounted to 105 respondents with 
purposive sampling. The data analysis method used is Structural Equation 
Modeling (SEM) with the SmartPLS 4.0 analysis tool. The results of this study 
indicate that: (1) E-Service Quality has a positive and significant effect on E-
Loyalty. (2) E-Service Quality has a positive and significant effect on E-Trust. (3) 
E-Service Quality has a positive and significant effect on E-Satisfaction. (4) E-Trust 
has a positive but not significant effect on E-Loyalty. (5) E-Satisfaction has a 
positive and significant effect on E-Loyalty. (6) E-Trust is unable to mediate the 
relationship between E-Service Quality and E-Loyalty. (7) E-Satisfaction is able to 
mediate the relationship between E-Service Quality and E-Loyalty.},
             url = {https://eprints.untirta.ac.id/44496/}
}