Peran E-satisfaction Sebagai Variabel Intervening Dalam Pengaruh E-tailq Terhadap E-loyalty
Studi Pada Pengguna Aplikasi Pegadaian Digital Service Di Kota Bandung
Abstrak
Dalam penelitian ini, e-satisfaction dan e-loyalty pengguna Aplikasi Layanan Digital Pegadaian di Kota Bandung
dikaji dalam kaitannya dengan electronic retail quality (e-tailQ). Dengan analisis data deskriptif kausal,
metodologi penelitian kuantitatif diterapkan. Sebanyak 198 orang dipilih sebagai sampel penelitian dengan
menggunakan pendekatan non-probability sampling. Data dikumpulkan melalui penyebaran survei Google
Formulir, dan uji validitas, reliabilitas, dan normalitas dilakukan dengan menggunakan perangkat lunak SPSS
versi 23 untuk analisis. Analisis yang dilakukan dengan menggunakan perangkat lunak SmartPLS versi 3.2.9
menghasilkan data yang mengindikasikan bahwa e-loyalty dipengaruhi secara positif oleh desain situs web,
layanan pelanggan dan dukungan, tetapi tidak oleh kehandalan, privasi dan keamanan. Lebih lanjut, e-satisfaction
sangat dipengaruhi secara positif oleh desain situs web, layanan dan dukungan pelanggan, privasi dan keamanan,
tetapi tidak oleh keandalan. Selanjutnya, meskipun tidak memoderasi hubungan antara e-tailq dan e-loyalty, esatisfaction memiliki dampak yang baik terhadap e-loyalty. Berdasarkan temuan ini, disarankan agar Pegadaian
Digital Service meningkatkan layanan konsumen yang responsif, serta memberikan tampilan website yang
menghadirkan fitur interaktif yang efisien untuk memastikan kepuasan pengguna dan loyalitas mereka.
Kata Kunci-kepuasan elektronik, kualitas ritel elektronik, layanan digital pegadaian, loyalitas eletronik.
Referensi
Ashiq, R., & Hussain, A. (2023). Exploring the effects of e-service quality and e-trust on consumers’ e-satisfaction
and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital
Economics. https://doi.org/10.1108/JEBDE-09-2023-0019
Brusch, I., Schwarz, B., & Schmitt, R. (2019). David versus Goliath - Service quality factors for niche providers
in online retailing. Journal of Retailing and Consumer Services, 50, 266–276.
https://doi.org/10.1016/j.jretconser.2019.05.008
Candiwan, C., & Wibisono, C. (2021). Analysis of the Influence of Website Quality to Customer’s Loyalty on ECommerce. International Journal of Electronic Commerce Studies, 12(1), 83.
https://doi.org/10.7903/ijecs.1892
Cao, Y., Ajjan, H., & Hong, P. (2018). Post-purchase shipping and customer service experiences in online shopping
and their impact on customer satisfaction. Asia Pacific Journal of Marketing and Logistics, 30(2), 400–416.
https://doi.org/10.1108/APJML-04-2017-0071
Çelik, K. (2021). The Effect Of E-Service Quality And After-Sales E-Service Quality On E-Satisfaction. Business
& Management Studies: An International Journal, 9(3), 1137–1155.
https://doi.org/10.15295/bmij.v9i3.1898
Deloitte. (2021, Maret 8). Payment methods frequently used among households in Indonesia as of September
, by city.
Efendi, S., Pratiknyo, D., & Sugiono, E. (2019). Manajemen Operasi (Melati, Ed.). LPU-UNAS.
Gaur, L., & Anshu, K. (2018). Consumer Preference Analysis for Websites Using E-TailQ and AHP. International
Journal of Engineering and Technology(UAE), 7(2), 14–20. https://doi.org/10.14419/ijet.v7i2.11.10999
Gianie. (2023, Juni 28). Transaksi Digital Pascapandemi.
Gusfei, A. D., & Pradana, M. (2022). The Effect of E-Service Quality and E-Trust on Mobile Payment Application
E-Customer Loyalty Through E-Customer Satisfaction as Intervening Variable.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural
Equation Modeling (PLS-SEM) Third Edition.
Hamid, R. S., & Anwar, S. M. (2019). Structural Equation Modeling (SEM) Berbasis Varian: Konsep Dasar dan
Aplikasi Dengan Program SmartPLS 3.2.8 dalam Riset Bisnis. www.institutpenulis.id
Hammoud, J., Bizri, R. M., & El Baba, I. (2018). The Impact of E-Banking Service Quality on Customer
Satisfaction: Evidence From the Lebanese Banking Sector. SAGE Open, 8(3), 215824401879063.
https://doi.org/10.1177/2158244018790633
Hanggoro, R., & Siregar, K. R. (2023). Pengaruh Kualitas Layanan Terhadap Keluhan Pelanggan Dan Loyalitas
Pelanggan Melalui Kepuasan Pelanggan Pada Pengguna Website ECommerce Jd. Id. eProceedings of
Management, 10(5).
Haverila, M., Haverila, K., & Arora, M. (2019). Comparing The Service Experience Of Satisfied And NonSatisfied Customers In The Context Of Wine Tasting Rooms Using The SERVQUAL Model. International
Journal of Wine Business Research, 32(2), 301–324. https://doi.org/10.1108/IJWBR-12-2018-0070
Jameel, A. S., Hamdi, S. S., Karem, M. A., Raewf, M. B., & Ahmad, A. R. (2021). E-Satisfaction based on Eservice Quality among university students. Journal of Physics: Conference Series, 1804(1), 012039.
https://doi.org/10.1088/1742-6596/1804/1/012039
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi,
M., Sulistyo, A. B., & Purwanto, A. (2021). The Role of Customer E-Trust, Customer E-Service Quality
and Customer E-Satisfaction on Customer E-Loyalty. International Journal of Data and Network Science,
(2), 477–486. https://doi.org/10.5267/j.ijdns.2021.12.006
Kotler, P., Keller, K. L., & Chernev, A. (2022). Marketing Management, 16th Edition (16 ed.). Pearson Education
Limited.
Novitasari, D. (2022). Manajemen Operasi Konsep dan Esensi (1 ed.). STIE Widya Wiwaha .
Paramita, R. W. D., Rizal, N., & Riza Bahtiar. (2021). Metode Penelitian Kuantitatif Buku Ajar Perkuliahan
Metodologi Penelitian Bagi Mahasiswa Akuntansi & Manajemen.
Pegadaian. (2022). Perluasan Ekosistem yang Inklusif dan Empowering.
Priscillia, M., & Budiono, H. (2020). Prediksi Website Design Quality dan Service Quality terhadap Repurchase
Intention Pada Pelanggan Shopee di Jakarta Dengan Customer Trust Sebagai Mediasi. Jurnal Manajerial
Dan Kewirausahaan, 2(4), 1033–1043.
Putri P., P. S., & Supriadi, Y. (2022). Penerapan Sistem Aplikasi Pegadaian Digital Service Dalam Memudahkan
Nasabah Bertransaksi Pada PT. Pegadaian (Persero) UPC Pagelaran. Jurnal Informatika Kesatuan, 2(1),
–34. https://doi.org/10.37641/jikes.v2i1.1378
Rachman, N. D. A., & Hendayani, R. (2023). The Effect Of E-Service Quality On Customer Satisfaction Of Cash
Recycling Atm Users With Technological Optimism As A Moderating Variable. International Journal of
Economics, Business and Accounting Research (IJEBAR), 7(2).
Raynare, R., & Trianasari, N. (2021). Pengaruh Dimensi E-service Quality Terhadap E-customer Satisfaction Serta
Dampaknya Terhadap E-customer Loyalty Jd. id. eProceedings of Management, 8(6).
Ridwan, & Dunan, H. (2019). Desain Penelitian dan Statistik Multivariate. AURA.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer
behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Setyawan, A. (2022). Pawnshop Digital Service Quality and it’s Implication on Customer Satisfaction at PT
Pegadaian (Persero) Pondok Labu Branch. Jurnal Indonesia Sosial Sains, 3(08), 1186–1197.
https://doi.org/10.36418/jiss.v3i8.665
Statista. (2023, April). Transaction value of digital payments in Southeast Asia in 2023, by country and segment.
Stevenson, W. J. (2018). Operations Management. McGraw-Hill Education.
Teddy Chandra, Stefani Chandra, & Layla Hafni. (2020). Service Quality, Consumer Satisfaction, dan Consumer
Loyalty: Tinjauan Teoritis (C. Gunawan, Ed.; 1 ed., Vol. 1). CV IRDH.
Ul Haq, I., & Awan, T. M. (2020). Impact of E-banking Service Quality on E-loyalty in Pandemic Times Through
Interplay of E-satisfaction. Vilakshan - XIMB Journal of Management, 17(1/2), 39–55.
https://doi.org/10.1108/XJM-07-2020-0039
Wibowo, H. A. (2019). The Mediating Role of E-Satisfaction on the Effect of E-Service Quality Dimensions on
E-Loyalty: A Lesson from Bukalapak.Com Indonesia. Humanities and Social Sciences Letters, 7(4), 199–
https://doi.org/10.18488/journal.73.2019.74.199.208
Wisnubroto, K. (2023, Februari 6). Transaksi Uang Elektronik Melejit.
Yogatama, B. K. (2023). Digitalisasi Lahirkan Berbagai Model Bisnis Baru Layanan Keuangan.
Zia, S., Rafique, R., Rehman, H.-U.-, & Chudhery, M. A. Z. (2023). A comparison between E-TailQ and ES-Qual
for measuring e-service quality in the retail industry: an emerging economy case. The TQM Journal, 35(8),
