Trust Vs Satisfaction: Which One is More Important in Mediating the Impact of Website Quality Towards Customer Loyalty in The Indonesian E-Commerce Industry?
- DOI
- 10.2991/aebmr.k.200915.003How to use a DOI?
- Keywords
- Website quality, trust, customer satisfaction, customer loyalty, Indonesian e-commerce industry
- Abstract
This research was conducted in order to assess which mediating variables had a greater role in mediating the impact of website quality on Customer Loyalty. This research implemented survey method, in which questionnaires were distributed to a total of 300 respondents. Out of 300 respondents, a total of 292 data were deemed usable and analyzed. Data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). Based on this results, it could be concluded that website quality had a positive effect on customer loyalty, both directly or indirectly. Furthermore, customer satisfaction and trust partially mediated the impact between website quality and Customer Loyalty, in which satisfaction revealed to be a stronger mediator as compared to trust.
- Copyright
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Nicholas Wilson PY - 2020 DA - 2020/09/15 TI - Trust Vs Satisfaction: Which One is More Important in Mediating the Impact of Website Quality Towards Customer Loyalty in The Indonesian E-Commerce Industry? BT - Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020) PB - Atlantis Press SP - 10 EP - 13 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.200915.003 DO - 10.2991/aebmr.k.200915.003 ID - Wilson2020 ER -