Search

Objective: In this study, the relationship between the quality of online teaching and esatisfaction and learning acceptance of Bojnourd Azad University students during the period of Quid 19 was investigated Methods: The research method in this research is applied in terms of purpose and descriptive-correlational in nature. The statistical population in this study was all students of Bojnourd Azad University in the academic year 2022-2023, whose number was equal to 44653 people. According to the size of the population and using Krejcie and Morgan table, 372 people were selected as the sample. Available random sampling method was used to select the sample. Data collection tools are three questionnaires: quality of online teaching Siraj (2002), Khorasani e-satisfaction and friendship (2010) and learning acceptance based on Davis technology acceptance model (1986). The data obtained from these questionnaires were analyzed using SPSS and Lisrel software, structural equation modeling and correlation coefficient and regression tests. Results: The results of structural equation test also showed that the quality of online teaching is 0.66 with electronic satisfaction and 0.78 is related to learning acceptance. The relationship between the quality of online teaching with the variables of the type of technology used is 0.476, between the quality of online teaching with the instructor of electronic courses is 0.348 and between the quality of online teaching with quality and learning methods is 0.982. And significance was observed. But there was no significant relationship between the quality of online teaching and the content of electronic courses (P = 0.188). Also, the relationship between the quality of online teaching with individual factors is 0.678, with social factors is 0.235, with organizational factors is 0.559, understanding the usefulness of the application is 0.235, understanding the ease of use is 479 0. is directly related to the attitude towards technology of 0.615, the tendency to use 0.233 and the use of technology 0.729. Conclusion: Therefore, increasing g the quality of online teaching leads to an increase in students' satisfaction and learning. [ABSTRACT FROM AUTHOR]

Store loyalty stands as a paramount focus for companies aiming to retain their customers. One of the strategies to build store loyalty is developing a loyalty program. This study aims to examine the impact of E-loyalty Program on Store Loyalty with the mediating role of e-satisfaction and moderation by switching cost in the context of Goclub loyalty programby Gojek. The research methodology employed in this study is quantitative through costumer survey, specifically adopting a causal research design that measures cause-and-effect relationships. The model used is based on structural equation modelling (SEM), and SmartPLS 3.2.9 is the application utilized for SEM measurement. The data collection technique involved purposive sampling. The study involved 215 respondents who are users of Gojek'sGoclub feature. The result of the study reveal that the E-Loyalty Program significantly and positively affects store loyalty. Furthermore, the E-Loyalty Program has a positive and significant impact on E-Satisfaction. The mediating role of E-Satisfaction in the relationship between the E-Loyalty Program and Store Loyalty is evident. Additionally, switching cost plays a moderating role in the relationship between E-Satisfaction and Store Loyalty. This study confirms the influence between variables in previous studies, but there are differences from previous research that the author adopted into the online transportation industry and found that the variable of the e-loyalty program in this study needs more attention in the context of increasing store loyalty. Companies need to consider certain types of attributes in the implementation of e-loyalty program so the benefit is given ideally to the target members of the program. Through this research, we can also evaluate the respective dimensions and indicators of the Goclub e-Loyalty program on Gojek. Besides, it can be a guide for improving e-loyalty programs in order to maximize store loyalty and survive in the competition of the digital world of business. [ABSTRACT FROM AUTHOR]

This study assessed the e-readiness and e-satisfaction of pre-service ESL teachers at Davao de Oro State College, focusing on how well they are prepared for and satisfied with online learning environments. A mixed method design was employed, using an explanatory sequential approach. Data were initially collected through a stratified random sample of 80 out of 110 fourth-year English students via an adaptive survey questionnaire, followed by virtual interviews with eight purposively selected participants. The findings revealed that pre-service ESL teachers exhibit moderate e-readiness, indicating a reasonable proficiency in integrating technology into their teaching. This readiness positively influenced their esatisfaction, as a significant correlation was found between the two variables. Teachers with higher e-readiness showed greater satisfaction with online learning. The study identified the need for enhancing digital preparedness among pre-service ESL teachers. Recommendations were made for educational institutions to provide comprehensive pedagogical and technological training, as well as strong support systems, to equip future educators for both online and face-to-face teaching environments. [ABSTRACT FROM AUTHOR]

Indonesia is anticipated to emerge as the leading global economy in the future, positioning it as an attractive target for numerous e-commerce companies. This has led to a highly competitive market environment, compelling industry players to focus on sustaining consumer loyalty. Studying how e-satisfaction mediates the relationship between perceived value, website design quality, and repurchase intention is a hot subject in the field of online retail. This examination employed a causal study technique and surveyed 250 customers of Tokopedia, one of the largest ecommerce sites in Indonesia. Perceived value, esatisfaction, and website design perfection have a substantially positive effect on repurchase intention, according to the examination. [ABSTRACT FROM AUTHOR]

In The Digital Era, The Internet Is Vital In Supporting And Making It Easier For People To Carry Out Their Daily Activities Through Various Technologies. One Of The Benefits Of The Internet In The Entertainment Sector Is Being Able To Watch Movies Or Online Shows And Streaming Subscription Videos; Besides That, This Activity Is One Of The Most Popular Activities In The Community Carried Out During And After The Pandemic. This Study Aims To Analyze The Influence Of User Experience (E-Service Quality) And E-Trust, Mediated By E-Satisfaction, On E-Loyalty Subscription Demand (Svod) Customers In The Greater Jakarta Area During And After The Covid-19 Pandemic. This Study Is A Quantitative Study That Collected 278 Samples. Data Collection Was Carried Out By Distributing Questionnaires Online, And The Scale Used Was The Likert Scale. The Data Analysis Technique Used Is Structural Equation Modelling (Sem) With Smartpls 3.0 Software. The Results Of This Study Show That User Experience Significantly Influences E-Satisfaction And E-Loyalty, And E-Service Quality Has A Considerable Direct Influence On E-Satisfaction. Still, It Does Not Have A Substantial Direct Influence On E-Loyalty. E-Trust Significantly Influences E-Satisfaction Directly But Does Not Substantially Influence E Loyalty Directly, And E Satisfaction Has A Considerable Influence On E-Satisfaction Directly. E-Satisfaction Has A Significant Influence On E-Satisfaction And E Loyalty. Considerable Influence On E Loyalty. E Satisfaction Has Successfully Mediated Between User Experience, E Service Quality, And E-Trust With E-Loyalty. [ABSTRACT FROM AUTHOR]

AbstractProcesses of innovation in the supply chain are frequently examined in depth within large firms across various economic sectors operating in developed economies. However, studies applied to small companies operating in emerging markets is still incipient, especially due to the few resources they have, which in turn affects their capacity for innovation. Taking into account the social and economic importance of small enterprises in the economic growth of developing countries, this study focused on the analysis of such enterprises, through a sample of 413 entrepreneurs who own small restaurants in Colombia. The data processed through PLS-SEM, analyze the perception of this type of companies, regarding the use of new technologies in the supply chain, through an indirect process of technological innovation, where they had to embrace the use of various platforms, such as apps or websites, to procure the supplies necessary for their restaurants. The results of this research show that Perceived Usability and Perceived Usefulness are antecedents of the quality of the Website and e-satisfaction is considered a result, through which you can indicate the success of the adoption of these technological tools, which allow a better daily operation for such small businesses.

Millennial purchases of footwear products online have grown in South Africa. Consequently, retailers in the country should develop increased knowledge of these consumers’ online expectations to strengthen their satisfaction and future loyalty intentions. The study aimed to explore the factors influencing millennial consumers’ e-satisfaction and e-loyalty when buying footwear online in South Africa. An enhanced understanding is required of the factors impacting millennial consumers’ e-service experiences and e-trust behaviour, and their influence on e-satisfaction when purchasing footwear online. Data were collected from 248 respondents who bought footwear online over the past year. An online questionnaire and structural equation modelling were used to measure the hypotheses. In terms of the findings, website design secured the most significant impact on customer e-service experience, when buying footwear through an online platform. In addition, it was established that e-satisfaction significantly impacted millennial consumers’ e-loyalty when buying footwear online. As such, it is imperative for online retailers targeting millennials to ensure a superior online shopping experience that will exceed their expectations. This will enhance the overall e-satisfaction experience of millennials and ultimately positively influence their attitudinal loyalty (AL) towards the retailer.

This study examines the intricate dynamics of utilitarian browsing, hedonic browsing, electronic word of mouth (e-WOM), e-satisfaction, and e-loyalty across three generational cohorts –Millennials, Gen X, and Baby Boomers – in Indonesian online marketplaces. The research addresses the need to understand how different age groups engage with online platforms amidst technological advancements and emerging generational cohorts. A quantitative approach is employed to systematically investigate these phenomena. Data from a structured online survey of 962 respondents are analyzed using descriptive statistics, ANOVA, and correlation analysis. The majority of respondents (50.5%) belong to the Millennial generation, followed by Generation X (31.2%) and Baby Boomers (16.2%).The findings reveal significant differences in utilitarian browsing (F = 11.222, p < 0.001), hedonic browsing (F = 6.338, p = 0.002), e-WOM (F = 3.488, p = 0.031), e-satisfaction (F = 6.239, p = 0.002), and e-loyalty (F = 9.298, p < 0.001) across different generational groups. Notably, Millennials and Gen X exhibit higher levels of utilitarian and hedonic browsing, e-satisfaction, and e-loyalty compared to Baby Boomers, while e-WOM engagement remains consistent across all cohorts. These findings provide valuable insights for businesses operating in the Indonesian online marketplace, guiding targeted marketing strategies, enhancing user experiences, and fostering customer loyalty. The research emphasizes the importance of aligning marketing approaches with the distinct preferences and behaviors of different generational segments. Furthermore, it suggests avenues for future research, including exploring additional demographic variables and conducting longitudinal studies to track evolving consumer dynamics.

Teknolojinin gelişmesi ile birlikte internet kullanımının artması sonucu insanlar geleneksel alışverişten e-ticarete yönelmişlerdir. Ürünlerin internet ortamında daha güvenilir ve hızlı bir şekilde tüketiciye ulaştırılması noktasında lojistik ile birlikte online alışveriş sitelerinde fiziksel dağıtım hizmet kalitesi kavramı da ön plana çıkmıştır. Buna bağlı olarak fiziksel dağıtım faaliyetinin güvenli ve sorunsuz bir şekilde gerçekleştirilmesi müşterilerde e-memnuniyet ve e-sadakat olgusunun oluşmasına katkı sağlamaktadır. Bu doğrultuda bu araştırmanın amacı online alışveriş yapan tüketicilerde fiziksel dağıtım hizmet kalitesinin tüketicinin e-memnuniyet ve e-sadakatine olan etkisini incelemektir. Araştırmanın örneklemini Türkiye’de yaşayan 18 yaş ve üzeri online alışveriş yapan 988 kişi oluşturmaktadır. Veriler online anket ile toplanmış olup yapısal eşitlik modeli ile analiz edilmiştir. Araştırma sonuçlarına göre dakiklik ve teslimat durumu e-memnuniyeti, e-memnuniyet de e-sadakati olumlu olarak etkilemektedir.

Objective: Shopping well-being has continued to be a fundamental construct in retail shopping research. However, marketers seek to understand the factors that enhance shopping well-being for online consumers in the fast-growing era of e-commerce. This study sought to investigate the impact of shopping values (hedonic and utilitarian) and e-satisfaction on shopping well-being within the South African context. Research Design & Methods: The study used a cross-sectional quantitative research design. Using convenience sampling, online survey questionnaires were administered to collect the data from South African consumers who engage in online shopping. Descriptive analysis and multiple regression analysis were used to analyse the data. Findings: The findings of the study indicated hedonic shopping values had a positive impact on shopping well-being. On the other hand, it was found that utilitarian shopping values and e-satisfaction had no positive impact on shopping wellbeing. Implications and Recommendations: From these findings, web-based shopping managers can construct online shopping environments that support hedonic shopping values in order to ensure that consumers shopping online experience shopping wellbeing. Contribution & Value Added: The study adds value to marketing practitioners and businesses that seek to ensure that consumers engaging in online shopping experience satisfaction and wellbeing within the growing e-commerce industry in South Africa and other emerging economies.

This study examined how consumption value theory, religious knowledge, website quality, and e-satisfaction influence consumers’ online organic food purchasing behavior. This study collected 989 data points from Bangladeshi online organic food consumers using convenience sampling and analyzed them using SPSS and PLS 4.0-SEM. The results indicate that apart from epistemic value all other consumption values, such as functional, emotional, social and conditional influence online organic food purchases through the mediating effect of religious knowledge, website quality and e-satisfaction. Consumption value is an emerging theory in organic food purchasing research, a new phenomenon in this context. The current study makes a groundbreaking contribution to theory development and contextualization. Consumption value theory has been studied in organic food purchase research predominantly in developed nations. By investigating the theory in the context of online organic food purchasing behavior in Bangladesh, this study validates its generalizability and adds to the existing body of knowledge. In addition, the mediating role of religious knowledge in the relationship between organic food purchasing intention and purchasing decision online has been given little attention by the previous literature. The study proposes several strategies for organic food marketers that would stimulate consumers’ values and relevant context, encouraging them to buy more organic food online, and thus increase the development and profit of online organic food businesses, which is extremely important toward creating a healthy nation.

This study uses E-Satisfaction as a moderator to identify and examine the effects of E-WOM and brand image on purchase intention. The primary data was collected directly from the 105 respondents who made up the sample. The sampling technique combines both the non-probability sampling technique and the Slovin sampling approach. Quantitative analysis methods were used to investigate survey responses from respondents, and SPSS was used as the analytical tool. Brand image does not significantly affect purchase intentions, but E-WOM and E-Satisfaction do, according to the study’s findings. The association between E-WOM and purchase intentions is likewise moderated by e-satisfaction, whereas the link between brand image and purchases is not moderated by e-satisfaction. [ABSTRACT FROM AUTHOR]

The purpose of this study was to see how e-service quality and e-trust influence e-satisfaction and e-loyalty directly (direct) and indirectly (indirect) on users of the ovo e-wallet application in Medan, Indonesia. Quantitative methods are used in this study with primary data sources derived from individual respondents. Data processing was carried out using a structural equation model (SEM) which was run with the SmartPLS 3.0 application. The number of samples is 97 respondents who had passed the screening question. The results showed that 1) E-Service Quality has a positive and significant effect on E-Satisfaction, 2) E-Trust has no significant effect on E-Satisfaction, 3) E-Service Quality has a positive and significant effect on E-Loyalty, 4) E-Trust has a positive and significant effect on E-Loyalty, 5) E-Satisfaction has a positive and significant effect on E-Loyalty, 6) Through E-Satisfaction, E-Service Quality has a positive and significant effect on E-Loyalty, 7) E-Satisfaction does not mediate the relationship between E-Trust and E-Loyalty.

This study explores how Fear of Missing Out (FOMO) influences the digital payment behavior of millennials across OVO and GoPay digital payment platforms. FOMO is a psychological concept triggered by anxiety, marked by the fear of not participating in enjoyable experiences others have, often arising from the desire for social connection and the fear of being excluded from satisfying moments. Employing Smart PLS, the study examines the relationship between electronic satisfaction and loyalty across both platforms. The results show a significant positive correlation between OVO and GoPay's millennial demographic. OVO exhibits a slightly stronger impact on electronic loyalty than GoPay, with a lower standard deviation indicating higher consistency. Both platforms influence significantly, but OVO stands out with a stronger impact. Crafting regulations aligned with current trends can enhance user satisfaction and loyalty for OVO and GoPay

One of the fintech applications in the field of different bank fund transfer services for free is the Flip application. There were 59% positive comments which meant that customers felt that the Flip fintech application provided satisfaction with their use, and there were 41% negative comments that some of the obstacles experienced by users were usually related to tangibles, reliability, responsiveness, empathy and assurance. This study aims to determine the effect of the dimensions of E-service Quality on E-satisfaction. The results of the respondents who received as many as 100 respondents. Data processing using SPSS v26 software. The results of the descriptive research show 1) E-satisfaction is in the good category. 2) Tangibles are in the good category. 3) Reliability is in very good category. 4) Responsiveness is in the very good category. 5) Empathy is in the very good category. 6) Assurance is in the good category. 7) Tangibles with e-satisfaction have a very weak correlation, the determination value is 3.3% and Tangibles have no effect on e-satisfaction. 8) Reliability with e-satisfaction has a weak correlation, determination value is 8.6% and Reliability has no effect on e-satisfaction. 9) Responsiveness with e-satisfaction has a weak correlation, determination value is 10.6% and Responsiveness has no effect on e-satisfaction. 10) Respondents' empathy for e-satisfaction has a weak correlation, the determination value is 5.9% and empathy has no effect on e-satisfaction. 11) Assurance with e-satisfaction has a moderate correlation, the determination value is 16.9% and Assurance has an effect on e-satisfaction. 12) Simultaneously the e-service quality variables, namely tangibles, reliability, responsiveness, empathy, and assurance, have a positive and significant influence on e-satisfaction. [ABSTRACT FROM AUTHOR]

This research study the relationship and the impact of e-Service Quality on e-Satisfaction and loyalty in the BTN Mobile Banking users. This study uses modified dimensions of the E-SERVQUAL instrument to determine the e-SQ of BTN Mobile Banking service in JABODETABEK which are Personal Needs, Site Organization, Userfriendliness and Efficiency. 103 respondents were involved in this study and the results showed E-SQ have significant impact to E-Satisfaction and Loyalty. Data analysis was performed using SEM-PLS. The limitations of this study are that the scope of the population is only in the special province of Jakarta, and the variables related to esatisfaction are only emphasized from the perspective of user experience and interface while the research scope on e-satisfaction is very wide. The findings of this study show that in Internet banking, in addition to the technical and functional aspects of -SQ reflects the importance of contribution to e-satisfaction and e-loyalty. [ABSTRACT FROM AUTHOR]

Abstract This study aims to see whether the e-satisfaction variable can have a mediating effect on e-service quality and perceived ease of use on online repurchase intention on marketplace sites. The consumers on the marketplace website were provided with online questionnaires as part of the research method. A total of 268 respondents were gathered. The data were then analyzed utilizing LISREL 8.70 software. The results revealed that e-satisfaction could partially mediate between e-service quality and online repurchase intention and could fully mediate between perceived ease of use on online repurchase intention. The implication is that marketplace sites need to improve e-satisfaction through e-service quality, which is continuously improved and provides easy-to-understand features for consumers; thus, it can encourage the desire to repurchase products/services on the marketplace site. Keywords:E-Service Quality, Perceived Ease of Use, E-Satisfaction, Online Repurchase Intention, Marketplace

The existence of e-commerce in Indonesia has a good opportunity. In addition to help increasing Indonesia’s economic, e-commerce also changes consumer behavior on shopping. E-commerce is one of the phenomena that are often discussed, technology penetration forces e- commerce in each industry to do any kind of innovation and try to adapt through uncertainty in order to survive through this competitive era. Based on this problem, this research aimed to analyze the influences of e-satisfaction, e-trust, and perceived value on repurchase intention of consumer Bukalapak. This research used quantitative method with purposive sampling technic that distributed to 258 respondents who were at least 18 years old, had shopped on Bukalapak at least once within last six months. Data analysis method that was used in this research was Partial Least Square Structural Equation Modeling with SmartPLS software. Based on the results of the analysis, it was known that website design, quality of information, and delivery service had a positive effect on e-satisfaction. Similarly, security and customer service quality had a positive effect on e-trust. Furthermore, perceived fair price had a positive effect on perceived value, but different with perceived risk that had no significant on perceived value. The result also showed that e-satisfaction, e-trust, and perceived value had a positive effect on repurchase intention of consumer Bukalapak.

Banking as a financial intermediary institution can play a role in encouraging domestic economic growth which can help develop the economy in various regions. Almost all aspects of life today require various kinds of technological assistance which enables the mobility of capital or investment to be easier, faster and more useful for everyday life due to the rapid development of technology and information. The purpose of this study is to determine the response and influence of E-Service Quality on E-loyalty through E-Satisfaction of BNI Mobile Banking user, either directly or indirectly. The research method used is descriptive and quantitative involving 225 respondents using BNI Mobile Banking in Indonesia. The sampling technique used is non-probability sampling with the type of convenience. Data processing and analysis techniques use PLS-SEM through SmartPLS 3.0 software. Quality of electronic services (in terms of effectiveness, compliance, system availability, privacy, contact, and responsiveness) has a direct impact on e-loyalty and e-satisfaction. E-satisfaction has been shown to aid in the creation of client loyalty as a connection between service quality and consumer satisfaction.

Copyright of Journal of Application Business & Management / Jurnal Aplikasi Bisnis dan Manajemen is the property of IPB University and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

In today’s world, the widespread influence of the internet on every aspect of life has had its impact on the tourism sector, just like in many other industries. Travel agencies traditionally operating in the tourism sector have also adapted to technological advancements and shifted their operations to the online environment. Online travel agencies are gaining increasing demand in the tourism sector, and accordingly, they continue their activities in this direction. However, like many businesses, online travel agencies must provide quality service to their customers and ensure their satisfaction with the transactions they make. Consumer satisfaction, both in the traditional and online environments, is crucial for the longterm sustainability of a business. To survive in the industry, businesses must ensure the satisfaction, continuity, and loyalty of their consumers. This study aims to examine how e-satisfaction in online travel agencies affects e-loyalty, as evaluated by customers who have made purchases from online travel agencies in Turkey. [ABSTRACT FROM AUTHOR]

In the quest to elucidate the factors influencing consumer satisfaction within the realm of online services, this study zeroes in on the e-Albania platform, with a distinct aim to ascertain how adherence to circular economy principles impacts consumer e-satisfaction. Employing a mixed-methods approach, the study melds the empirical rigor of quantitative surveys with the nuanced understanding gleaned from qualitative interviews, offering a comprehensive view of the consumer landscape. The survey component of the research boasts a robust sample size, ensuring the findings are reflective of a broad spectrum of consumer interactions with the e- Albania service portal. Analysis of the data illuminates that not only are usability and reliability key drivers of e-satisfaction, but the integration of "green" values and consumer involvement in sustainability efforts are also pivotal. These findings advance the conversation on how online service providers, particularly those in the mold of e-Albania, can refine their service offerings to not only meet the functional demands of users but also to align with the evolving ethos of sustainable consumption. In sum, this study not only maps out the landscape of consumer e-satisfaction but also makes a compelling case for the strategic inclusion of circular economy tenets in service design and delivery as a means to foster a sustainable economy. It is an invaluable reference point for online service providers aiming to recalibrate their strategies in the direction of environmental sustainability and superior consumer satisfaction. [ABSTRACT FROM AUTHOR]

The utilization of mobile banking applications today greatly facilitates daily transactions to support human behaviour. This study aims to determine partially and simultaneously the effect of e-service quality, e-satisfaction, and e-trust on e-loyalty from the use of Bank BPD Bali's Mobile Banking. Bank BPD Bali is a financial management company managed by a Regional Owned Enterprise. The sample in this research is 100 people who are customers and users of Bank BPD Bali Mobile Banking. The data analysis technique used is validity test, reliability test, classic assumption test, multiple linear regression analysis, coefficient of determination test, F test and t test. From the research results obtained, it can be concluded that there is a very significant influence of each variable, such as the variable e-service quality has a significant positive effect on e-loyalty, e-satisfaction has a significant positive effect on e-loyalty, e-trust has a significant positive effect on e-loyalty and e-service quality, e-satisfaction and e-trust have a significant effect on e-loyalty. The magnitude of the influence of the independent variable on e-loyalty is 58.3. The advice that researchers can give is that Bank BPD Bali is expected to regularly update and innovate on BPD Mobile so that later it can provide the best service. It is better for Bank BPD Bali to add to the existing features in BPD Mobile, reduce useless features, and create a security system that can ensure the safety of customer data and money.

Penelitian ini membuktikan secara empiris bahwa E-Satisfaction memediasi pengaruh Brand Image dan E-Service Quality pada E-Loyalty. Model penelitian menggunakan empat (4) variabel dan menerapkan konsep mediasi, yang masing-masing hubungannya dianalisis menggunakan SEM-PLS. Penelitian ini menggunakan metode purposive sampling dengan jumlah sampel sebanyak 384 konsumen e-commerce Shopee yang berdomisili di kota Medan dan telah melakukan pembelian online minimal 3 kali. Pengumpulan data dilakukan dengan menggunakan kuesioner online. Analisis data menggunakan teknik analisis Partial Least Squares (PLS). Hasil penelitian menemukan bahwa Brand Image berpengaruh positif dan signifikan terhadap e-satisfaction, e-service quality berpengaruh positif dan signifikan terhadap E-Satisfaction, Brand Image berpengaruh positif dan signifikan terhadap E-Loyalty, E- Service Quality berpengaruh positif dan signifikan terhadap E-Loyalty, E-Satisfaction berpengaruh positif dan signifikan terhadap E-Loyalty, Brand Image berpengaruh terhadap E-Loyalty melalui E-Satisfaction, E-Service Quality berpengaruh terhadap E-Loyalty melalui E-Satisfaction. Penelitian ini menunjukkan bahwa E-Satisfaction memediasi pengaruh Brand Image, E-Service Quality terhadap E-Loyalty e-commerce. Rekomendasi bagi penelitian selanjutnya cobalah menganalisis atau menggunakan variabel E-Satisfaction sebagai variabel independen, bukan sebagai variabel mediasi.

This article analyzes the perspective of online shopping in Indonesia, specifically focusing on the relationship between e-Satisfaction, e-Commitment, e-WOM, and e-Repurchase Intention. The study uses TRA, TPB, and TAM as theoretical frameworks to build the research model. The findings suggest that e-STF, e-COM, and e-WOM influence the attitudes and behavior of Indonesian people towards e-Repurchase Intention in the context of online shopping. This research can be valuable for online shop producers, IS developers, and managers in achieving competitive advantage and sustainable business. [Extracted from the article]

Copyright of Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI) is the property of Dinasti Publisher and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Abstract This study explores the mediating role of e-satisfaction during the pandemic on the relationship between e-service quality and e-loyalty of banking customers in Pakistan. The data were collected from 442 customers of online banking services in Pakistan during the Covid-19 pandemic, following a survey-based study. Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) and Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) mediation technique which utilizes the bootstrapping method has been used to explore mediation. The findings show that e-service quality has a significant positive effect on the e-loyalty of the customers of online banking services. Relationships between e-service quality and e-loyalty of online banking customers in Pakistan are significantly and fully mediated by their online satisfaction in unusual situations. This study would help the bankers to implement more effective marketing strategies to retain their customers and attract potential customers, particularly during non-normal situations like the Covid-19 pandemic. It will help them identify the areas of e-services that need improvement to enhance the satisfaction and loyalty of the customers. The bootstrap method for mediation along with Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) leads to using a more sophisticated methodological technique to explore the mediation. The Oliver Expectancy-Disconfirmation Paradigm (EDP) in electronic banking setup during non-normal situations like the Covid-19 pandemic also served as a unique contribution to this study. Application of Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) mediation along with Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) leads to more robust findings for the study in non-normal situations like the Covid-19 pandemic. The study findings add scientific value as they are applicable to the banking sector in particular in non-normal situations like the Covid-19 pandemic and the overall service sector in general. Further, as two different methods of mediation have been employed and this makes the study more rigorous and scientific.

The aim of the research is to the effect of electronic satisfaction and trust on the intention to repurchase online by mediating the ease of use and moderating the online experience of customers in the digital store. In terms of purpose, the research method is practical; and based on the method of data collection, it is descriptive of causal type. The statistical population of the research is the customers of the digital goods store, which according to Cochran's formula for the unknown population size, the sample number was 384 people. The data was collected through a standard questionnaire and then analyzed by structural equation modeling method and using smart pls 3 software. The findings show that electronic trust and satisfaction variables had a significant effect on ease of use, and electronic trust and satisfaction and ease of use had a significant effect on online repurchase intention. Also, electronic trust and satisfaction have a significant effect on the intention to repurchase online with the mediating role of ease of use, which was confirmed by the Sobel test with a z-value of 2.374 for electronic satisfaction and 2.805 for electronic trust. Online customer experience moderates the relationship between customer satisfaction and online repurchase intention, and online experience moderates the relationship between online trust and online repurchase intention. Extended Abstract Introduction Today, online shopping has grown tremendously, and technological advancements have made shopping experiences significantly more efficient, transparent, and easy; and customers have become more aware of the value of online shopping with the growth and availability of e-commerce platforms worldwide, more price transparency, and faster delivery time (Delgosha & Hajiheydari, 2020). Increasing competition in the market has forced businesses to create stronger relationships with their customers, which has a positive effect on their repurchase decisions (Antwi, 2021). Repurchase intention is a situation in which consumers decide to buy products or services from the same company for the second time (Naghdi, 2021). To maintain a market presence, customer needs must be accurately understood; which helps the market to improve customer trust by improving service quality, and increase customer satisfaction and encourage the desire to buy (Putri et al, 2023). A study is needed to understand how e-commerce creates trust and satisfaction in its consumers. The main issue of the current research is whether electronic satisfaction and trust affect online repurchase intention through the mediation of ease of use and moderation of the online experience of customers. Theoretical Framework Nabila et al., (2023) showed in a study that ease of use and trust have a positive and significant effect on the intention to repurchase online. Also, customer trust has a positive and significant effect on electronic satisfaction. Abdulmaleki & et al, (2023), shows that satisfaction and enjoyable electronic experience play a mediating role in the relationship between electronic service quality and purchase intention. Wijaya & Nurcaya (2017) argue that satisfaction is a consumer feeling in which customers feel the best that a company offers. The effect of satisfaction certainly leads to repurchase intention for certain companies or products. Methodology Due to the use of a new approach, the current research is considered applicable, which was carried out using a causal survey-descriptive method. The statistical population of the Digikala store customer research, which was obtained to determine the number of samples according to Cochran's formula for the size of the unknown population, was 384 numbers of people. It has been analyzed by SPSS and SMART PLS3 software. To collect and measure data, a 20-item questionnaire with a five-point Likert scale was used as follows: The questionnaire of Ginting et al., (2023) with 5 items in the repurchase part, the questionnaire of Barbu et al., (2021) with 3 items for ease of use of, the questionnaire of Nabila et al., (2023) with 4 items for electronic trust, the questionnaire of Barbu et al., (2021) with 5 items for customer experience, and the questionnaire of Ginting et al., (2023) with 3 items in the electronic satisfaction section were used. Also, its validity has been confirmed by professors and experts, and its reliability by Cronbach's alpha coefficient. Discussion and Results First hypothesis: there is a significant relationship between electronic trust and ease of use. It was observed that the T-statistic between the two variables is equal to 7.608, since this value is higher than the borderline value of 1.96, it can be concluded that with at least 95% confidence, electronic trust has a significant effect on ease of use. Second hypothesis: there is a significant relationship between electric trust and online repurchase intention. It was observed that the t-statistic between two variables is equal to 2.043, and since this value is higher than the borderline value of 1.96, it can be concluded that with at least 95% confidence, electronic trust has a significant effect on the intention to buy online. Third hypothesis: There is a significant relationship between electronic satisfaction and ease of use. The t-statistic values between the two variables are equal to 3.566, and since this value is higher than the borderline value of 1.96, it can be concluded that with at least 95% confidence, electronic satisfaction has a significant effect on the ease of use. Fourth hypothesis: There is a significant relationship between electronic satisfaction and online repurchase intention. Also, the t-statistic between the two variables was observed as 5.994 and since this value is higher than the borderline value of 1.96, it can be concluded that with at least 95% confidence, the hypothesis of electronic satisfaction has a significant effect on online purchase intention. Fifth hypothesis: There is a significant relationship between ease of use and repurchase intention. The t-statistic between the two variables is equal to 3.001. And since this value is greater than the borderline value of 1.96, it can be concluded that with at least 95% confidence, ease of use positively and significantly affects the intention to buy online. Sixth hypothesis: there is a significant relationship between electronic trust in online purchase intention and the mediating role of ease of use. The T-statistic between the two variables was found to be 2.842, and since this value is higher than the borderline value of 1.96, it can be concluded that with at least 95% confidence, electronic trust has a positive and significant effect on the intention to buy online with the mediating role of ease of use. Seventh hypothesis: There is a significant relationship between electronic satisfaction on online purchase intention and the mediating role of ease of use. Also, the t-statistic between the two variables was observed as 2.152, and since this value is higher than the borderline value of 1.96, it can be concluded that with at least 95% confidence, electronic satisfaction has an effect on on-line purchase intention with the mediating role of ease of use, and ease of use can be a mediator for on-line purchase intention, which indicates the customers' satisfaction. Hypothesis 8: Online customer experience moderates the relationship between e-trust and on-line repurchase intention. The t-statistic between the two variables is equal to 2.002, and since this value is higher than the borderline value of 1.96, it can be concluded that with at least 95% confidence, online customer experience moderates the relationship between customer trust and online repurchase intention. Hypothesis 9: Online customer experience moderates the relationship between e-satisfaction and online repurchase intention. The value of the t-statistic between the two variables is equal to 2.666, and is higher than the borderline value of 1.96, as a result, with at least 95% confidence, online customer experience moderates the relationship between customer satisfaction and online repurchase intention. Conclusion The results of the first hypothesis are consistent with the researches of Wilson et al, (2021) and Anifa (2022). Therefore, increasing the trust of customers makes it possible for them to pay less attention to the problems related to the purchase with a mental set and practical plan suitable for a successful trading experience, which increases the ease of use.The results of the second hypothesis are in line with the researches of Puti et al, (2023) and Ikhsan & Lestari (2021). If the managers of the marketing department can promote trust in electronic environments among their customers during the purchase process and try to create transparency about the process of carrying out activities in the store, they can believe that the purchase process be repeated The results of the third hypothesis show that the higher the level of consumer satisfaction, the easier the use of the products. Consumers provide a good evaluation of service and product performance for the satisfaction they feel from purchasing a product or service. The results of the fourth phase are consistent with the researches of Ginting et al, (2023) and Anifa (2022). Marketing stimuli that look different in augmented reality can give a distinct impression to consumers, creating a sense of satisfaction in the shopping experience and encouraging repeat purchases. The results of the fifth hypothesis are consistent with the researches of Nabila et al, (2023) and Anifa (2022). Ease of use can make customers repurchase existing products because of ease of use. The results of the sixth hypothesis are in line with the researches of Wilson (2019) and Subagio et al, (2018). It shows that the user's perceived ease of trial feature of the virtual product can mediate the repurchase intention relationship that is used with trust. The results of the seventh hypothesis are in line with the research of Nabila et al, (2023) and Diyanti, Syarifa Yulindar (2021). The results of the eighth hypothesis are in line with Miao et al., (2022). Internet stores should take a creative approach to meet the needs of customers and increase customer trust by creating appropriate platforms. The results in the ninth hypothesis were in line with the research Miao et al, (2022). The more positive experiences received from the product from a store, the more satisfied the customer will be with the store, and as a result, he will consider the positive experience as a suitable frame in his mind, and the more likely he is to repeat the purchase of the products.

Recently, many people have been switching from conventional shopping to digital shopping. Even so, people feel that online shopping is less secure. Finally, many consumers search for information online before shopping at online stores. This study investigates how webrooming affects consumers’ experience and determines the effect of webrooming on consumer confidence, smart shopping feeling, and e-satisfaction in the digital fashion industry. The population in this study were all the digital fashion industry consumers who experience webrooming in the shopping process. The total sample used in this study was 384 people using purposive sampling. The result obtained from this study finds that webrooming has a significant and positive effect on confidence and smart shopping feeling. Both factors, confidence and smart shopping feeling subsequently significant and positively affect e-satisfaction.

BUMN (Indonesian State Owned Company) companies participating in the development of the digital industry are PT. KAI (Indonesian Railways Companies). In 2014, PT. KAI launched an official mobile application to make it easier for users to find information about trains. Online shopping has become more popular as the internet and e-commerce continue to expand. In order to sell their wares online and stay ahead of the competition, businesses must provide reliable online services. The purpose of this research was to contribute to the literature by examining the link between e-service quality (efficiency, privacy, reliability, emotional benefits, and customer service), e-satisfaction, and e-trust. In this study using explanatory statistics, with SEM (Structural Equation Modeling) analysis techniques through data processing software SMART PLS 3.2.9. The researcher used a random sample method to collect data from 400 participants. The results of this research corroborate the existence of a positive connection between the two primary concepts of the measuring model under investigation: e-satisfaction and e-trust. E-trust is a prerequisite for e-satisfaction, and an app may make Indonesian customers happy if it provides them reasons to trust it. This study's findings indicate that a consumer's level of post-purchase happiness is significantly impacted by how they perceive their trust to have been treated. An improvement in the quality of e-services will have a positive effect on consumers, who will make more purchases in the future.

Business providers are always concerned about maintaining and increasing customer satisfaction and trust because they are crucial for positive word of mouth, revisit intentions, and loyalty, which are necessary for long-term success in today's customer-focused industry. This study investigates the dimensions tourists use to evaluate e-service quality and their relationship to E-Loyalty and revisits intention among international tourists visiting Kashmir. The study utilized structural equation modeling (SEM) analysis to investigate whether E-Satisfaction and E-Trust mediate in the understudy relationships. The data was collected from 194 international tourists. The study findings have important implications and guidelines for developing E-Service Quality are discussed.

Abstract Background Online health communities (OHCs) are becoming effective platforms for people to seek health information. Existing studies divide health information into general and specific information in OHCs. However, few studies discuss the effects of different types of information seeking in OHCs on users’ electronic satisfaction (e-satisfaction). Objective This study explores the effects of general and specific information seeking on users’ e-satisfaction with OHCs through the mediating roles of perceived benefits and costs drawing on the social information processing theory and the social exchange theory. Methods This study conducted an online survey to collected data from individuals who used OHCs to seek information. The structural equation model was used to analyze the collect data and the research model. Specifically, this study examined the common method bias and conducted a robustness check. Results Results show that general and specific information seeking affect e-satisfaction through the mediating roles of perceived benefits and costs. An interesting result is that general information seeking has a stronger effect on e-satisfaction than specific information seeking. Conclusions This study suggests that e-satisfaction should be further enhanced by information seeking as online healthcare practices evolve and change. Managers of OHCs should focus on increasing users’ perceived benefits, thereby increasing their e-satisfaction. Besides, this study discusses implications, limitations, and future research directions.

The development of banking services through electronic media was increasingly widespread along with the rapid growth of information technology. Technological developments through digital transformation in the banking system require banking services in Indonesia to switch to e-banking services. E-banking is a form of service innovation by utilizing technological developments. E-banking services that are currently developing rapidly are mobile banking and internet banking. The increase in mobile banking and internet banking transactions in Indonesia has increased by more than 300% from 2016 to August 2021. One of the banking companies that has the largest number of e-banking users in Indonesia is BCA. With the rapid development of e-banking services, it is necessary to evaluate the quality of e-banking services including reliability, privacy and security, website design and customer service and support. Therefore, this study aims to determine impact of the quality of BCA e-banking services on customer satisfaction (e-satisfaction) and loyalty (e-loyalty). The sample used in this study was 230 data taken by purposive sampling. The data obtained were analyzed using structural equation model analysis (SEM) with the help of the AMOS 24 application. The results showed that there was a significant impact between reliability, website design and customer service and support on e-satisfaction. Meanwhile privacy and security have a significant impact on e-loyalty. In addition, this study also found that there was a significant impact of e-satisfaction on e-loyalty. [ABSTRACT FROM AUTHOR]

COVID-19 has brought new norms for everyone, invading new patterns and behavior for marketers and buyers. The pandemic has brought new challenges inhibiting new behavior among consumers and forcing them to adopt more contemporary shopping across the globe, and online buying is one of them. The present study explored how consumers of different generations owned the experience of online purchases during and after COVID-19 and how this experience has developed a sense of satisfaction for the specific e-commerce. Hence, this study intended to investigate two relationships using the Bagozzi framework: (i) between the behavior (e-loyalty), response (e-satisfaction), and (ii) between the response and the appraisals (e-service quality, perceived justice, and brand image). Research implied the Structural Equation Model to validate the proposed hypothesis. The generational cohort in this study represented Generation X (39-58) and Generation Y (18- 38) of North India. Further, the results also prove that companies' brand image is one of the essential variables moderating the level of satisfaction among consumers and the website's features. Based on the study's outcome, managers can develop future marketing strategies on various dimensions of marketing, like how to communicate with consumers with generational gaps and aspirations for online shopping.

Using technology in education facilitates knowledge dissemination expediently while broadening and deepening learning modes and content diversity. As an information technological innovation, E-learning platform is widely used to learn college English. However, few studies have explored the motivations for students’ e-satisfaction and continued intention towards using it for college English study. Based on the extended Unified Theory of Acceptance and Use of Technology (UTAUT2), this study identifies the influencing factors for the continued usage intention and tests the mediating role of e-satisfaction and habit. Six hundred and twenty-six usable responses from Guangxi were analyzed with partial least squares structural equation modelling. Results show that performance expectancy, learning value, hedonic motivation and habit positively affects students’ continued usage intention, e-satisfaction positively mediates the relationship between the antecedents and continued usage intention, and habit positively mediates the relationship between e-satisfaction and continued usage intention. The research provides guidelines for the successful implementation of e-learning platform for college English study and key references for improvement of students’ engagement and satisfaction experience with using e-learning platform for college English study. [ABSTRACT FROM AUTHOR]

This study aims to comprehend and explore the beneficial electronic word-of-mouth (E-WOM) for enhancing e-retailer services in India. It looks into the elements that affect consumers' e-women and e-satisfaction with online store services. One aspect of e-wom that distinguishes it from conventional marketing communication is the mechanism for the positive feedback. This study investigates why e-wom will be a strategic choice for Indian e-retailers by looking at current research on the service quality construct and e-satisfaction. With the positive benefits of e-women in mind, this research will help marketers devise a plan to enhance the services offered by online merchants. The insights can help online retailers and other marketers grow their companies. [ABSTRACT FROM AUTHOR]

The study of this research can draw implications for practitioners. From the results reported, there are three factors e-trust, e-satisfaction and e-loyalty that influence customers' online refurbishment intention at online stores. Cahaya Abadi Computer cares about trust as a signal to intend to repurchase online and satisfaction comes second. Therefore, online shops must first focus on the perceived trustworthiness of their online shopping and website. There are several ways to develop trust with e-commerce media. One of them is providing a safer payment system, data security and privacy policy. Also they use a more flexible warranty and keep in touch with customers in 7/24, current call/resolution center and reference to place e-trust. Second, online stores must respond to customer messages and complaints promptly and anticipate their needs earlier than competitors to satisfy and impress their customers. This research has shown that customers perceive e-loyalty as another important antecedent of online repurchase intention. Therefore, online stores can reward loyal customers to make them buy back by using promotional codes, discount codes, gift cards, providing special offers and daily offers.

Purpose – This study aims to measure and analyze the mediating role of e-satisfaction on the effect of e-service quality on e-loyalty of the customers of Bank Syariah Indonesia (BSI) in Banda Aceh, Indonesia. Methodology – This study gathered the primary data by distributing questionnaires to a number of 200 BSI customers that were selected as the respondents of the study using a purposive sampling technique. A Structural Equation Modelling (SEM) technique is used to test the four proposed hypotheses. Findings – The study recorded that e-service quality has positively affected the e-satisfaction and e-loyalty of the BSI customers, respectively. E-satisfaction enjoyed by banking customers has enhanced their e-loyalty. In addition, the study documented that e-satisfaction has a partial mediating effect on the relationship between e-service quality and the BSI customers’ e-loyalty. Implications – The findings of the study suggest that to promote the customers’ e-loyalty, the BSI management should focus on improving customers’ e-satisfaction by strengthening e-service quality. Originality – This study explored the mediating role of e-satisfaction on the effect of e-service quality on e-loyalty, focusing on the users of e-banking facilities of the largest Islamic banking institution in Indonesia. Therefore, this study provides significant guidelines for the Islamic banks in maintaining and enhancing e-loyalty of customers through improving their customer satisfaction by providing a high quality of services digitally nationwide.

Purpose — This study aims to analyze the roles of e-service quality and e-recovery service quality on e-satisfaction in the mobile banking app. Method — The research method was conducted quantitatively using a descriptive-analytic method and verification analysis. A survey was conducted using a questionnaire instrument with 400 samples of active Indonesian mobile banking users. The collected data were analyzed using multiple regression analysis. Result — This study found that e-service quality and e-recovery service played a significant role in influencing the e-satisfaction of the users, both simultaneously and partially. The role of these two competencies is positive, indicating the progressive impact of e-service quality and e-recovery service quality on the users' e-satisfaction. Contribution — This research makes a significant academic contribution by providing valuable insights into the intricacies of e-service quality and e-recovery service quality concepts and their coherence with customer satisfaction in the context of marketing services, while also offering relevant and updated insights into the mobile banking subsector within the digital business landscape.

Business providers are always concerned about maintaining and increasing customer satisfaction and trust because they are crucial for positive word of mouth, revisit intentions, and loyalty, which are necessary for long-term success in today's customer-focused industry. This study investigates the dimensions tourists use to evaluate eservice quality and their relationship to E-Loyalty and revisits intention among international tourists visiting Kashmir. The study utilized structural equation modeling (SEM) analysis to investigate whether E-Satisfaction and E-Trust mediate in the understudy relationships. The data was collected from 194 international tourists. The study findings have important implications and guidelines for developing E-Service Quality are discussed. [ABSTRACT FROM AUTHOR]

Penelitian ini bertujuan untuk menguji kekuatan pengaruh dari e-service quality dan e-trust terhadap e-satisfaction pengguna Grab-Food dari Generasi Z. Penelitian ini melibatkan 98 responden pada usia lebih dari 12 tahun. Terdiri dari 89 perempuan dan 9 laki-laki. Penelitian ini menggunakan uji regresi dengan multiple regression sebagai teknik analisis data. Hasil analisis uji regresi menunjukkan bahwa e-service quality berpengaruh positif dan signifikan terhadap e-satisfaction (p