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The Effect of Website Design Quality, E-Service Quality, and Brand Image on E-Satisfaction and E-Loyalty of E-Commerce Customers

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  • Tesa Daniati

    (Department of Business and Economics, Universitas Islam Indonesia)

  • Rr. Ratna Roostika

    (Department of Business and Economics, Universitas Islam Indonesia)

Abstract

This study aims to analyze the variables that affect the satisfaction and loyalty of e-commerce customers. This study uses a structural equation model (SEM) analysis. The data used in this study is secondary data collected using a questionnaire from e-commerce customers in western Indonesia as many as 300 respondents. The results found that Website Design Quality and E-service Quality positively and significantly affect E-satisfaction. Brand Image positively and significantly affects E-Loyalty. Then E-satisfaction positively and significantly affects E-Loyalty.

Suggested Citation

  • Tesa Daniati & Rr. Ratna Roostika, 2021. "The Effect of Website Design Quality, E-Service Quality, and Brand Image on E-Satisfaction and E-Loyalty of E-Commerce Customers," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 8(10), pages 119-126, October.
    • Handle: RePEc:bjc:journl:v:8:y:2022:i:10:p:119-126
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