THE EFFECT OF E-SERVICE QUALITY AND PERCEIVED VALUE ON E-TRUST WITH E-SATISFACTION AS A MEDIATION VARIABLE (STUDY ON CUSTOMERS WHO ONLINE SHOPPING IN THE SHOPEE APP DURING COVID-19 PENDEMIC IN INDONESIA)

Authors

  • Yefrinal Andra Department of Magister Management, Faculty of Economics, Andalas University, Padang, Indonesia
  • Verinita Arsya Department of Magister Management, Faculty of Economics, Andalas University, Padang, Indonesia
  • Eri Besra Department of Magister Management, Faculty of Economics, Andalas University, Padang, Indonesia

DOI:

https://doi.org/10.22437/jbsmr.v5i1.16934

Keywords:

e-service quality, perceived value, e-trust, e-satisfaction

Abstract

The rapid development of e-commerce in Indonesia makes businesses compete in building their business through e-commerce. In order to be competitive, e-commerce must improve the quality of e-service quality and perceived value so as to gain market share and valuation. This study aims to examine the effect of e-service quality and perceived value on e-trust with e-satisfaction as a mediating variable (Study on customers who shop online on the Shopee application during the Covid-19 pandemic in Indonesia. With data processing the research is carried out through Smart PLS 3.3 The sampling technique used purposive sampling with a sample size of 400 samples. E-service quality affects e-satisfaction. Perceived value has an effect on e-satisfaction. E-satisfaction has no effect on e-trust. E-service quality affects e-trust. Perceived value has an effect on e-trust. E-service quality has no effect on e-trust through e-satisfaction as a mediating variable. Perceived value has no effect on e-trust through e-satisfaction as a mediating variable.

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Published

2021-12-31

How to Cite

Andra, Y. ., Arsya, V. ., & Besra, E. (2021). THE EFFECT OF E-SERVICE QUALITY AND PERCEIVED VALUE ON E-TRUST WITH E-SATISFACTION AS A MEDIATION VARIABLE (STUDY ON CUSTOMERS WHO ONLINE SHOPPING IN THE SHOPEE APP DURING COVID-19 PENDEMIC IN INDONESIA). JOURNAL OF BUSINESS STUDIES AND MANGEMENT REVIEW, 5(1), 108-117. https://doi.org/10.22437/jbsmr.v5i1.16934