ANTECEDENTS OF ELECTRONIC LOYALTY THROUGH ELECTRONIC SATISFATION AND ELECTRONIC TRUST OF ONLINE SHOPPING SHOPEE APPLICATION USERS IN SAMARINDA --

ABSTRACT
This study was to analyze and to prove the impact of Electronic Service
Quality, Interface Qulaity, Electronic Customer Relationship Management, System
Quality, Electronic Promotion on Electronic Satisfaction, Electronic Trust, Electronic
Loyalty of Online Shopping Shopee Users in Samarida. This study uses a
questionnaire with a sample 190 Shopee users in Samarinda. This study uses a
quatitative approach with path analysis processed with IBM SPSS Statistic 23 software
and Structural Equation Modelling (SEM) with AMOS 5 software. Data from
respondents (primary data) is then tabulated and tested using statistical methods. Data
were collected using a research tool (questionnaire). This study use accidental random
sampling technique. The measurments are scored by likkert scale with score of 1-5.
From test result, all research statement instruments were declared valid and declared
reliable.
Based on the structure of the model, it can be proven that there is a significant
influence between the variables Electronic Service Quality, Interface Quality, System
Quality, Electronic Promotion on Electronic Satisfaction; Electronic Service Quality,
Interface Quality, Electronic Customer Relationship Management, System Quality,
Electronic Promotion on Electronic Trust; Electronic Satisfaction on Electronic Trust;
Electronic Satisfaction, Electronic Trust n Electronic Loyalty. As for insignificant impact
between the variables Electronic Customer Relationship Management on Electronic
Satisfaction; Electronic Service Quality, Interface Quality, Electronic Customer
Relationship Management, Electronic Promotion on Electronic Loyalty of Online
Shopping Shopee Users In Samarinda.
Keywords: Electronic Service Quality, Interface Quality, Electronic Customer
Relationship Management, System Quality, Electronic Promotion, Electronic
Satisfaction, Electronic Trust, Electronic Loyalty.