Enhancing E-Loyalty in Tokocrypto: The Impact of E-Service Quality and E-Trust Mediated by E-Satisfaction
Keywords:
Cryptocurency; Blockchain; E-Service Quality; E-Trust; E-Satisfaction; E-LoyaltyAbstract
This research aims to gain new knowledge and analyze the influence of e-service quality and e-trust on e-loyalty, through e-satisfaction among users of the tokocrypto application. This type of research is quantitative research using a survey method through questionnaires distributed boldly, with the population used being tokocrypto users who live in DKI Jakarta. The sampling technique used was purposive sampling technique with a total sample of 210 respondents. The analysis technique used to process the collected data is validity and reliability testing with Smart PLS, and hypothesis testing using Structural Equation Modeling (SEM) with PLS Sofware.
References
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Ul Haq, I., & Awan, T. M. (2020). Impact Of E-Banking Service Quality On E-Loyalty In Pandemic Times Through Interplay Of E-Satisfaction. Vilakshan - Ximb Journal Of Management, 17(1/2), 39–55. Https://Doi.Org/10.1108/Xjm-07-2020-0039/Full/Pdf
Wilis, R. A., & Nurwulandari, A. (2020). The Effect Of E-Service Quality, E-Trust, Price And Brand Image Towards E-Satisfaction And Its Impact On E-Loyalty Of Traveloka’s Customer. Jimea: Jurnal Ilmiah Mea (Manajemen, Ekonomi, Akuntansi), 4(3), 1061–1099. Https://Journal.Stiemb.Ac.Id/Index.Php/Mea/Article/View/609
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Zhu, D. S., Kuo, M. J., & Munkhbold, E. (2016). Effects Of E-Customer Satisfaction And E-Trust On E-Loyalty: Mongolian Online Shopping Behavior. Proceedings - 2016 5th Iiai International Congress On Advanced Applied Informatics, Iiai-Aai 2016, 847–852. Https://Doi.Org/10.1109/Iiai-Aai.2016.144
Awad, N., & Soliman, S. S. (2017). Studying The Impact Of Egyptian Hotels’ Websites Marketing On Customers’ E-Satisfaction. International Journal Of Tourism And Hospitality Management In The Digital Age, 1(2), 53–63. Https://Doi.Org/10.4018/Ijthmda.2017070105
Bappebti. (2023). Pelanggan Aset Kripto Tembus 18,25 Juta. Https://Www.Kemendag.Go.Id/Berita/Pojok-Media/Bappebti-Catat-Pelanggan-Aset-Kripto-Tembus-1825-Juta
Coinvestasi. (2023). Daftar Exchange Kripto Paling Banyak Digunakan Investor Indonesia. Https://Coinvestasi.Com/Berita/Daftar-Exchange-Kripto-Paling-Banyak-Digunakan-Investor-Indonesia
Deasy, R., & Afriapollo, S. (2022). Analysis Of E-Service Quality And E-Trust On E-Loyalty With E-Satisfaction As An Intervening Variable In The Government E-Catalogue. European Journal Of Business And Management Research, 7(2), 323–329. Https://Doi.Org/10.24018/Ejbmr.2022.7.2.1377
Giao, H. N. K., Vuong, B. N., & Quan, T. N. (2020). The Influence Of Website Quality On Consumer’s E-Loyalty Through The Mediating Role Of E-Trust And E-Satisfaction: An Evidence From Online Shopping In Vietnam. Uncertain Supply Chain Management, 8(2), 351–370. Https://Doi.Org/10.5267/J.Uscm.2019.11.004
Gull, S., Tanvir, A., Zaidi, K. S., & Mehmood, Z. (2020). A Mediation Analysis Of E-Service Quality And E-Loyalty In Pakistani E-Commerce Sector. Journal Of The Research Society Of Pakistan, 57(2), 66–73.
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial Least Squares Structural Equation Modeling (Pls-Sem): An Emerging Tool In Business Research. European Business Review, 26(2), 106–121. Https://Doi.Org/10.1108/Ebr-10-2013-0128/Full/Xml
Hur, Y., Ko, Y. J., & Valacich, J. (2011). A Structural Model Of The Relationships Between Sport Website Quality, E-Satisfaction, And E-Loyalty. Journal Of Sport Management, 25(5), 458–473. Https://Doi.Org/10.1123/Jsm.25.5.458
Khan, M. A., Zubair, S. S., & Malik, M. (2019). An Assessment Of E-Service Quality, E-Satisfaction And E-Loyalty: Case Of Online Shopping In Pakistan. South Asian Journal Of Business Studies, 8(3), 283–302. Https://Doi.Org/10.1108/Sajbs-01-2019-0016/Full/Xml
Kinanti, P., Mahesa, R., Hariz, F., Suryaning Ramadhani, P., Sobikhoh Nawaidah, Y., & Sadia Wati, D. (2023). Melintasi Era Digital Dengan Menganalisis Hukum Cryptocurrency Dan Blokchain Dalam Yurisprudensi Modern. Innovative: Journal Of Social Science Research, 4(1), 1–13. Https://J-Innovative.Org/Index.Php/Innovative
Kotler, P. Dan Keller, K. L. (2016). Marketing Management. Fifteenth Edition. New York: Pearson. In Soldering & Surface Mount Technology (Vol. 13, Issue 3).
Liani, A. M., & Yusuf, A. (2021). The Impact Of E-Trust On E-Loyalty Mediated By E-Satisfaction Of The Users Of Gopay Digital Wallet. Yume: Journal Of Management, 4(1), 138–149. Https://Doi.Org/10.37531/Yume.Vxix.445
Mahmod, R., Alshamayleh, H., Ghane, S., Fathian, M., & Gholamian, M. R. (2011). Full Relationship Among E-Satisfaction, E-Trust, E-Service Quality, And E-Loyalty: The Case Of Iran E-Banking. Journal Of Theoretical And Applied Information Technology, 15(1), 1–6.
Majid, M. K., Bakri, N., & Md Ariff, M. S. (2015). Electronic Service Quality Of Malaysia Airline Industries (Low Cost Carrier). Journal Of Advanced Research Design, 11(1), 11–22.
Munandar, D. (2011). Pengaruh Customer Relationship Management Pt. Frisian Flag Indonesia Bandung. Majalah Ilmiah Unikom, 7(1), 137–148.
Nemati, B., Gazor, H., Mirashrafi, N., & Ameleh, K. N. (2012). Analyzing E-Service Quality In Service-Based Website By E-Servqual. Management Science Letters, 2, 727–734. Https://Doi.Org/10.5267/J.Msl.2011.12.002
Nugrahaningsih, W., & Nugroho, N. T. (2024). Analisis Yuridis Pemanfaatan Aset Kripto Untuk Kepentingan Investasi Dan Transaksi Di Indonesia. Sosial Simbiosis: Jurnal …, 2. Https://Journal.Lpkd.Or.Id/Index.Php/Sosial/Article/View/232%0ahttps://Journal.Lpkd.Or.Id/Index.Php/Sosial/Article/Download/232/278
Park, J., Park, J., & Ezell, S. (2017). The Impact Of Customers’ Direct And Indirect Experience On E-Trust. Developments In Marketing Science: Proceedings Of The Academy Of Marketing Science, 726–732. Https://Doi.Org/10.1007/978-3-319-50008-9_198
Rahmawaty, S., Kartawinata, B. R., Akbar, A., & Wijaksana, T. I. (2021). The Effect Of E-Service Quality And E-Trust On E-Customer Loyalty Through E-Customer Satisfaction As An Intervening Variable (Study On Gopay Users In Bandung). Proceedings Of The International Conference On Industrial Engineering And Operations Management, 5495–5506.
Ramadania. (2014). Model Relationship Marketing Pada Bank Umum Konvensional. Jurnal Ilmu-Ilmu Sosial Dan Humaniora, 19(1), 31–42. Http://Jurmafis.Untan.Ac.Id/Index.Php/Proyeksiramadania,31-42
Rufina Pramuditha, Syarifah Hudayah, & Herning Indriastuti. (2021). Pengaruh Service Quality, E-Trust Terhadap E-Satisfaction Dan E-Loyalty Konsumen. Sketsa Bisnis, 8(2), 123–134. Https://Doi.Org/10.35891/Jsb.V8i2.2632
Saputra, E. (2018). Dampak Cryptocurrency Terhadap Perekonomian Indonesia. Seminar Nasional Royal (Senar), 9986(1), 491 – 496. Https://Jurnal.Stmikroyal.Ac.Id/Index.Php/Senar/Article/View/227/171
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). E-Service Quality, E-Satisfaction And E-Loyalty Of Online Shoppers In Business To Consumer Market; Evidence Form Malaysia. Iop Conference Series: Materials Science And Engineering, 131(1), 1–10. Https://Doi.Org/10.1088/1757-899x/131/1/012012
Ul Haq, I., & Awan, T. M. (2020). Impact Of E-Banking Service Quality On E-Loyalty In Pandemic Times Through Interplay Of E-Satisfaction. Vilakshan - Ximb Journal Of Management, 17(1/2), 39–55. Https://Doi.Org/10.1108/Xjm-07-2020-0039/Full/Pdf
Wilis, R. A., & Nurwulandari, A. (2020). The Effect Of E-Service Quality, E-Trust, Price And Brand Image Towards E-Satisfaction And Its Impact On E-Loyalty Of Traveloka’s Customer. Jimea: Jurnal Ilmiah Mea (Manajemen, Ekonomi, Akuntansi), 4(3), 1061–1099. Https://Journal.Stiemb.Ac.Id/Index.Php/Mea/Article/View/609
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service Quality Delivery Through Web Sites: A Critical Review Of Extant Knowledge. Journal Of The Academy Of Marketing Science, 3 0(4), 362–375. Https://Doi.Org/Https://Doi.Org/10.1177/009207002236911
Zhu, D. S., Kuo, M. J., & Munkhbold, E. (2016). Effects Of E-Customer Satisfaction And E-Trust On E-Loyalty: Mongolian Online Shopping Behavior. Proceedings - 2016 5th Iiai International Congress On Advanced Applied Informatics, Iiai-Aai 2016, 847–852. Https://Doi.Org/10.1109/Iiai-Aai.2016.144
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Published
2024-08-13
How to Cite
Siska Amelia Putri, Osly Usman, & Nofriska Krissanya. (2024). Enhancing E-Loyalty in Tokocrypto: The Impact of E-Service Quality and E-Trust Mediated by E-Satisfaction. International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM), 2(1). Retrieved from https://journal.unj.ac.id/unj/index.php/isc-beam/article/view/47093
