Analysis of E-service Quality and Trust on Customer Satisfaction and its Implications on Loyality

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Vol. 5 No. 3 (2024): Journal Dimensie Management and Public Sector
Published: Aug 27, 2024
Keywords:
E-service Quality,
Trust,
Customer Satisfaction,
Loyalty,
Mobile Point of Sale (mPOS)

Main Article Content

Fadel Gunawan
Sekolah Tinggi Ilmu Ekonomi (STIE) Amkop Makassar, Indonesia
Gunawan Gunawan
Sekolah Tinggi Ilmu Ekonomi (STIE) Amkop Makassar, Indonesia
Sitti Mujahida Baharuddin
Sekolah Tinggi Ilmu Ekonomi (STIE) Amkop Makassar, Indonesia

Abstract

This study focuses on the significance of electronic service quality (e-service quality) and trust in enhancing customer satisfaction and loyalty in the restaurant industry, specifically within the context of Mobile Point of Sale (mPOS) usage by PT Sarana Digital. As digital technology continues to advance, a profound understanding of the factors affecting customer experience becomes crucial. The objective of this research is to analyze the impact of e-service quality and trust on customer satisfaction and their implications for customer loyalty. The research employs a quantitative approach, utilizing survey data collected from mPOS users across various restaurants. Data analysis is conducted using Structural Equation Modeling (SEM) to test hypotheses and interpret relationships between variables. Findings indicate that e-service quality significantly and positively influences both customer satisfaction and loyalty, with system responsiveness, ease of use, and transaction security identified as key factors. Additionally, trust plays a critical role in enhancing customer satisfaction and loyalty. The study concludes that improving electronic service quality and building trust are essential strategies for PT Sarana Digital to enhance customer satisfaction and loyalty, thereby maintaining a competitive edge in this dynamic industry.

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