Exploring The Relationship among E-Service Quality, E-Trust, E-Satisfaction and Loyalty at Higher Education Institutions

Journal on Efficiency and Responsibility in Education and Science

Leonnard¹ 

[1] Sekolah Tinggi Manajemen IPMI (IPMI International Business School);

关键词: e-service quality;    e-trust;    e-satisfaction;    loyalty;    structural equation modelling;   

DOI  :  10.7160/eriesj.2019.120401

来源: DOAJ

【 摘 要 】

We examine the effect of e-service quality through E-S-QUAL dimensions of efficiency, fulfilment, system availability, and privacy on e-trust, e-satisfaction and loyalty of students from public and private universities in Jakarta, Indonesia. A total of 304 undergraduates was employed as respondents, and the hypotheses were tested using Structural Equation Modelling (SEM). The findings revealed that efficiency and fulfilment significantly affect e-satisfaction, while fulfilment and privacy significantly affect e-trust. Fulfilment has the most substantial effect on e-satisfaction and e-trust that supports prior studies. Moreover, the relationships between e-trust, e-satisfaction, and loyalty are confirmed. Theoretical and managerial implications are presented.

【 授权许可】

Unknown