The Role of Technological Acceptance and E-Service Quality in Predicting Customer Satisfaction and Loyalty

DOI

10.2991/icobame-18.2019.54How to use a DOI?

Keywords

technology acceptance factors; e-service quality; customer satisfaction customer loyalty; online shopping

Abstract

This study investigated the influence of technology acceptance factors and e-service quality towards customer satisfaction and loyalty in online shopping context. An on-line causal survey was conducted in Yogyakarta, Indonesia. Sample was selected by purposive sampling criteria involving 150 users of a certain marketplace. Data were analyzed using Structural Equation Modeling (SEM). Results showed that (1) technology acceptance significantly affects customer loyalty, (2) technology acceptance also significantly affects customer satisfaction, (3) e-service quality has a significant impact on consumer satisfaction, while (4) e-service quality does not have a significant impact on customer loyalty, and (5) customer satisfaction has a significant impact on consumer loyalty.

Copyright

© 2019, 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/).

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TY  - CONF
AU  - Indah Fatmawati
AU  - Fitri Bintang Permatasari
PY  - 2019/07
DA  - 2019/07
TI  - The Role of Technological Acceptance and E-Service Quality in Predicting Customer Satisfaction and Loyalty
BT  - Proceedings of the International Conference on Banking, Accounting, Management, and Economics (ICOBAME 2018)
PB  - Atlantis Press
SP  - 247
EP  - 255
SN  - 2352-5428
UR  - https://doi.org/10.2991/icobame-18.2019.54
DO  - 10.2991/icobame-18.2019.54
ID  - Fatmawati2019/07
ER  -