Path Analysis of E-Service Quality and Customer Relationship Management on Shopee User Satisfaction in Digital Industry 4.0 Surahman Surahman 1*), Prapdopo Prapdopo 2) , Indri Adetya Putri 2) , Mohammad Kiswanto 2), Armini Ningsih 2), Lanang F. Syawal 2)
1 Marketing, Innovation and Technology Study Program in Polytechnic State of Samarinda
2 Marketing Management Study Program in Polytechnic State of Samarinda
*Corresponding author: surahman[at]polnes.ac.id
Abstract
This study was to analyze and to prove the impact of electronic service quality, interface qulaity, electronic customer relationship management, system quality, electronic promotion on electronic satisfaction, electronic trust, electronic loyalty of online shopping shopee users in indoneisa. This study uses a questionnaire with a sample 190 Shopee users in Samarinda. This study uses a quatitative approach with path analysis processed with IBM SPSS Statistic software and Structural Equation Modelling with AMOSsoftware. Data from respondents (primary data) is then tabulated and tested using statistical methods. Data were collected using a research tool (questionnaire). This study use accidental random sampling technique. The measurments are scored by likkert scale with score of 1-5. From test result, all research statement instruments were declared valid and declared reliable. Based on the structure of the model, it can be proven that there is a significant influence between the variables electronic service quality, interface quality, system quality, electronic promotion on electronic satisfaction- electronic service quality, interface quality, electronic customer relationship management, system quality, electronic promotion on electronic trust- electronic satisfaction on electronic trust- electronic satisfaction, electronic trust n electronic loyalty.
Keywords: electronic service quality, electronic satisfaction, electronic trust, electronic loyalty
