TY  - JOUR
T1  - Evaluation of e-Service Quality, Perceived Value on Customer
Satisfaction and Customer Loyality: A Study in Indonesia
AU - , Hanafi AU - Suryana, Nanna AU - Samad bin Hasan Bashari, Abdul 
JO  - International Business Management
VL  - 11
IS  - 11
SP  - 1892
EP  - 1900
PY  - 2017
DA  - 2001/08/19
SN  - 1993-5250
DO  - ibm.2017.1892.1900
UR  - https://makhillpublications.co/view-article.php?doi=ibm.2017.1892.1900
KW  - e-Commerce
KW  -e-Service quality
KW  -customer satisfaction
KW  -customer loyalty
KW  -CFI
KW  -RMSEA
AB  - Even though customer loyalty has been studied anywhere, there is lack of information to explain why
online customers is reluctant to use online platform. This study observed e-Service quality effect toward
customer loyalty and satisfaction. This study used Structural Equation Modelling (SEM) method with 5-items
Likert rating. It consisted of chi-square, probability level, CMIN/df, CFI, RMSEA, TLI, GFI, AGFI as the
indicator of model eligibility. Our study found that adequate information and informative sites will lead to
customer satisfaction which representing e-Service quality in ecommerce website. A higher e-Service quality
will impact to customer satisfaction to use frequently the ecommerce sites as their choice. In addition, e-Service
quality impacted e-Commerce customer satisfaction and customer loyalty mediated by customer’s perceived
value. Our study contributed to expand information for e-Commerce practitioner to implement e-Service quality
to increase their customer loyalty. However, this study does not observe the product attributes or specific
ecommerce type. Future research can propose such model especially for better and accurate recommendation.
ER  -