Pengaruh E-service Quality, E-satisfaction Terhadap E-loyalty, Melalui E-trust Sebagai Variabel Mediasi pada Aplikasi Brins Mobile
- Nova Wahyu Maghfiroh Institut Teknologi dan Bisnis Ahmad Dahlan Lamongan, Indonesia
-
Roudlotul Badi'ah
*
Institut Teknologi dan Bisnis Ahmad Dahlan Lamongan,
Indonesia
Abstract
This research aims to analyze the influence of e-service quality and e-satisfaction on e-loyalty, with e-trust as a
mediating variable in the Brins Mobile appli cation. The problem discussed is how the quality of electronic
services and user satisfaction can influence application user loyalty. The method used in this research is a
quantitative approach with data analysis using Partial Least Square (PLS), as well a s data collection through
questionnaires involving 100 respondents using the Brins Mobile application. The research results show that e-
service quality has a positive and significant effect on e-satisfaction, and e-satisfaction has a positive and
significant effect on e-loyalty. In addition, e-trust is proven to mediate the relationship between e-service quality
and e-loyalty. Overall, this research found that e-service quality contributed 74.4% to e-satisfaction and 26.1%
to e-loyalty. To improve the quality of electronic services on the Brins Mobile application, it is necessary to
optimize the user interface through lighting design, increase service speed so that the application runs smoothly, and personalize services to suit user needs. When it comes to satisfying user satisfaction, it is important to provide responsive customer service channels, offer rewards programs, and regularly conduct monitoring to obtain feedback. In addition, building trust can be done by strengthening data security, providing tra nsparent information, and maintaining consistent service quality.
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