Pengaruh E-Servicescape Dalam Meningkatkan Loyalitas Pelanggan Melalui Kepercayaan Dan Perceived Value Sebagai Variabel Mediasi (Studi Pada Pengguna Shope Di Jawa Tengah)

Authors

  • Sri Ramlah Universitas Muhammadiyah Gombong
  • Tiyan Fatkhurrokhman Universitas Muhammadiyah Gombong, Jawa Tengah
  • Siti Barokah Universitas Muhammadiyah Gombong, Kebumen, Jawa Tengah
  • Wilson Chandra Teguh Pratama Universitas Muhammadiyah Gombong, Kebumen, Jawa Tengah
  • Wisanggeni Bagus Anggoro Universitas Muhammadiyah Gombong, Kebumen, Jawa Tengah

DOI:

https://doi.org/10.55338/jeama.v2i1.56

Keywords:

e-servicescape, Kepercayaan, perceived value, loyalitas pelanggan

Abstract

This study examines the effect of e-servivescape on customer loyalty and to examine the mediating role of trust and perceived value in the relationship between e-servivescape to customer loyalty. This research conducted a survey of 110 Shopee marketplace users in Central Java. Research data were analyzed using Partial Least Square which was operated through the SmartPLS program. The results of the analysis show that e-servivescape has a positive and significant effect on customer loyalty, e-servivescape has a positive and significant effect on trust, e-servivescape has a positive and significant effect on perceived value, trust has a positive and significant effect on customer loyalty, perceived value has a positive and significant influence on customer loyalty. Mediation analysis reveals that trust and perceived value play a role in mediating the relationship between e-servivescape and customer loyalty.

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http://repository.unisma.ac.id/bitstream/handle/123456789/5434/S2_PASCASARJANA_MANAJEMEN_22002081039_FAHRUL%20ULUM.pdf?sequence=2&isAllowed=y

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Published

2023-08-16

How to Cite

Ramlah, S., Fatkhurrokhman, T., Barokah, S., Pratama, W. C. T., & Anggoro, W. B. (2023). Pengaruh E-Servicescape Dalam Meningkatkan Loyalitas Pelanggan Melalui Kepercayaan Dan Perceived Value Sebagai Variabel Mediasi (Studi Pada Pengguna Shope Di Jawa Tengah) . Jurnal Ekonomi, Akutansi Dan Manajemen Nusantara, 2(1), 36–42. https://doi.org/10.55338/jeama.v2i1.56