The Role of E-satisfaction as an Intervening Variable in the Effect of E-tailq on E-loyalty
Study on Pawnshop Digital Service Application Users in Bandung City
Abstract
In this study, e-satisfaction and e-loyalty of Pawnshop Digital Service Application users in Bandung City are
studied in relation to electronic retail quality (e-tailQ). With causal descriptive data analysis, quantitative
research methodology was applied. A total of 198 people were selected as the research sample using a nonprobability sampling approach. Data was collected through the distribution of a Google Form survey, and validity,
reliability, and normality tests were conducted using SPSS version 23 software for analysis. The analysis
conducted using SmartPLS software version 3.2.9 produced data indicating that e-loyalty is positively influenced
by website design, customer service and support, but not by reliability, privacy and security. Furthermore, esatisfaction is strongly positively influenced by website design, customer service and support, privacy and security,
but not by reliability. Furthermore, although it does not moderate the relationship between e-tailq and e-loyalty,
e-satisfaction has a favorable impact on e-loyalty. Based on these findings, it is recommended that Pegadaian
Digital Service improve responsive customer service, as well as provide website displays that present efficient
interactive features to ensure user satisfaction and their loyalty.
Keyword-e-loyalty, e-satisfaction, E-TailQ, pegadaian digital service.
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