How to cite this paper
Pasaribu, F., Sari, W., Bulan, T & Astuty, W. (2022). The effect of e-commerce service quality on customer satisfaction, trust and loyalty.International Journal of Data and Network Science, 6(4), 1077-1084.
Refrences
Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC journal, 29(1), 24-38.
Are, A. K. P., & Setyorini, R. (2019). Pengaruh Electronic Word of Mouth dan Kepercayaan Konsumen terhadap Niat Beli Produk di Shopee Indonesia. Dinamika Ekonomi-Jurnal Ekonomi dan Bisnis, 12(2), 216-230.
Assauri, S. (2013). Manajemen Pemasaran dan Pemasaran Jasa. Jakarta: Rajawali Pers.
Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the academy of marketing science, 22(4), 328-339.
Basu, S., & Handoko, T. H. (2000). Manajemen Pemasaran: Analisa Perilaku Konsumen (3rd ed.). Yogyakarta: BPFE.
Blaze, M., Feigenbaum, J., Ioannidis, J., & Keromytis, A. D. (1999). The role of trust management in distributed systems security. Berlin: Springer, Heidelberg, Secure Internet Programming, 185-210.
Brilliant, M. A., & Achyar, A. (2013). The Impact of Satisfaction and Trust on Loyalty of E-Commerce Customers. ASEAN Marketing Journal, 5(1).
Chandra, A., & Dadang, H. (2013). E-bussiness and E-commerce. Yogyakarta: Andi.
Fang, J., Shao, Y., & Wen, C. (2016). Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA. International Journal of Information Management, 36(6), 1205-1217.
Fang, J., Wen, C., George, B., & Prybutok, V. R. (2016). Consumer heterogeneity, perceived value, and repurchase decision-making in online shopping: The role of gender, age, and shopping motives. Journal of Electronic Commerce Research, 17(2), 116.
Jarvenpaa, S. L., Tractinsky, N., & Vitale, M. (2000). Consumer Trust in an Internet Store. Information Technology and Management, 1(1), 45-71.
Kai, W. A. N. G., Cheng-cai, T. A. N. G., & Jia-ming, L. I. U. (2011). A Measuring Model on Tourist Satisfaction Index in Cultural Creative-type Tourism Destination--A Case of 798 Art Zone in Beijing. Tourism Tribune/Lvyou Xuekan, 26(9).
Kasmir, S. E. (2005). Etika Customer Service. Jakarta: Rajawali Pers.
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings. Asia Pacific Journal of Marketing and Logistics, 22(3), 351.
Kotler, P., & Amstrong, G. (2012). Principles of Marketing Global. England: Pearson Education, 6, 47-48.
Kotler, P., & Keller, K. L. (2011). Manajemen Pemasaran Jasa. Jakarta: Salembat Empat.
Laudon, K. C., & Traver, C. G. (2014). E-commerce: business, technology, society (10th ed.). New Jersey: Pearson Educa-tion.
Madjid, R. (2013). Customer trust as relationship mediation between customer satisfaction and loyalty at Bank Rakyat Indonesia (BRI) Southeast Sulawesi. The international journal of Engineering and science (IJES), 2(5), 48-60.
Nanehkaran, Y. A. (2013). An Introduction to Electronic Commerce. International Journal of Scientific & Technology Re-search, 2(4).
Nazar, R., & Syahram. (2011). Pengaruh Privasi, Keamanan, Kepercayaan, dan Pengalaman Terhadap Niat untuk Bertransaksi Secara Online. Yogyakarta: Program Magister Saint Manajemen UGM (Doctoral dissertation).
Nunnally, J. C., & Bernstein, I. (1994). Elements of statistical description and estimation. Psychometric theory, 3(127).
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, Spring, 12-40
Peter, J. P., & Olson, J. C. (2010). Consumer Behavior & Marketing Strategy (9th ed.). New York: McGraw-Hill Compa-nies.
Prabowo, H., Darman, D., & Noegraheni, E. (2014). Analisis Kepercayaan dalam C2C E-Commerce terhadap Keputusan Pembelian dan Dampaknya terhadap Repurchase pada Kaskus. Binus Business Review, 5(1), 301-314.
Reichheld, F. F. & Sasser, W. E. J. (1990). Zero Defections Quality Comes to Services. Harvard Business Review, 68(5), 105-111
Rerung, R. R. (2018). E-Commerce, Menciptakan Daya Saing Melalui Teknologi Informasi. Yogyakarta: Deepublish.
Ribbink, D., van Riel, A. C., Liljander, V., & Streukens, S. (2004). Emerald Article: Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality, 14(6), 446-456.
Rumondang, A., Sudirman, A., Sitorus, S., Kusuma, A. H. P., Manuhutu, M., Sudarso, A., ... & Arif, N. F. (2020). Pemasa-ran Digital dan Perilaku Konsumen. Medan: Yayasan Kita Menulis.
Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453-463.
Singh, J., & Sirdeshmukh, D. (2000). Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments. Journal of the Academy of Marketing Science, 28(1), 150-167.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of retailing, 72(2), 201-214.
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of retailing, 78(1), 41-50.
Subatri, T. (2012). Konsep sistem informasi. Yogyakarta: Andi.
Sudaryono, D. (2016). Manajemen Pemasaran teori dan implementasi. Yogyakarta: Andi.
Sudirman, A., Sherly, S., Butarbutar, M., Nababan, T. S., & Puspitasari, D. (2020). Loyalitas Pelanggan Pengguna Gojek Ditinjau Dari Aspek Kualitas Pelayanan Dan Kepuasan Konsumen. Procuratio: Jurnal Ilmiah Manajemen, 8(1), 63-73.
Sularto, L. (2004). Pengaruh Privasi, Kepercayaan dan Pengalaman Terhadap Niat Beli Konsumen Melalui Internet. Jurnal Ekonomi & Bisnis, 3(9), 138-155.
Supranto, J. (2001). Pengukuran Tingkat Kepuasan Pelanggan: untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta.
Sureshchandar, G. S., Chandrasekharan, R., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction-a factor specific approach. Journal of Services Marketing, 16(4), 363-379.
Tjiptono, F., & Gregorius, C. (2016). Service Quality dan Satisfaction (4th ed.). Yogyakarta: Andi.
Tomlinson, E. C., Lewicki, R. J., & Dineen, B. R. (2002). Dealing with damaged trust: How to rebuild trust and temper distrust. In annual meeting of the Academy of Management, Denver.
Turban, E., King, D., Lee, J. K., Liang, T. P., & Turban, D. C. (2015). Business-to-business E-commerce. Springer, Cham: Electronic Commerce, pp. 161-207.
Wahyuni, S., & Praninta, A. . (2021). The Influence of Brand Equity and Service Quality on Purchase Decisions on Garuda Indonesia Airline Services. Research Horizon, 1(1), 28–38
Wibowo , B. (2021). The Role of Creative Economy-Based Startups on Member Economic Improvement and Economic Resilience. Research Horizon, 1(5), 172–178.
Zhang, K. Z., Benyoucef, M., & Zhao, S. J. (2016). Building brand loyalty in social commerce: The case of brand microblogs. Electronic Commerce Research and Applications, 15, 14-25.
Are, A. K. P., & Setyorini, R. (2019). Pengaruh Electronic Word of Mouth dan Kepercayaan Konsumen terhadap Niat Beli Produk di Shopee Indonesia. Dinamika Ekonomi-Jurnal Ekonomi dan Bisnis, 12(2), 216-230.
Assauri, S. (2013). Manajemen Pemasaran dan Pemasaran Jasa. Jakarta: Rajawali Pers.
Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the academy of marketing science, 22(4), 328-339.
Basu, S., & Handoko, T. H. (2000). Manajemen Pemasaran: Analisa Perilaku Konsumen (3rd ed.). Yogyakarta: BPFE.
Blaze, M., Feigenbaum, J., Ioannidis, J., & Keromytis, A. D. (1999). The role of trust management in distributed systems security. Berlin: Springer, Heidelberg, Secure Internet Programming, 185-210.
Brilliant, M. A., & Achyar, A. (2013). The Impact of Satisfaction and Trust on Loyalty of E-Commerce Customers. ASEAN Marketing Journal, 5(1).
Chandra, A., & Dadang, H. (2013). E-bussiness and E-commerce. Yogyakarta: Andi.
Fang, J., Shao, Y., & Wen, C. (2016). Transactional quality, relational quality, and consumer e-loyalty: Evidence from SEM and fsQCA. International Journal of Information Management, 36(6), 1205-1217.
Fang, J., Wen, C., George, B., & Prybutok, V. R. (2016). Consumer heterogeneity, perceived value, and repurchase decision-making in online shopping: The role of gender, age, and shopping motives. Journal of Electronic Commerce Research, 17(2), 116.
Jarvenpaa, S. L., Tractinsky, N., & Vitale, M. (2000). Consumer Trust in an Internet Store. Information Technology and Management, 1(1), 45-71.
Kai, W. A. N. G., Cheng-cai, T. A. N. G., & Jia-ming, L. I. U. (2011). A Measuring Model on Tourist Satisfaction Index in Cultural Creative-type Tourism Destination--A Case of 798 Art Zone in Beijing. Tourism Tribune/Lvyou Xuekan, 26(9).
Kasmir, S. E. (2005). Etika Customer Service. Jakarta: Rajawali Pers.
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings. Asia Pacific Journal of Marketing and Logistics, 22(3), 351.
Kotler, P., & Amstrong, G. (2012). Principles of Marketing Global. England: Pearson Education, 6, 47-48.
Kotler, P., & Keller, K. L. (2011). Manajemen Pemasaran Jasa. Jakarta: Salembat Empat.
Laudon, K. C., & Traver, C. G. (2014). E-commerce: business, technology, society (10th ed.). New Jersey: Pearson Educa-tion.
Madjid, R. (2013). Customer trust as relationship mediation between customer satisfaction and loyalty at Bank Rakyat Indonesia (BRI) Southeast Sulawesi. The international journal of Engineering and science (IJES), 2(5), 48-60.
Nanehkaran, Y. A. (2013). An Introduction to Electronic Commerce. International Journal of Scientific & Technology Re-search, 2(4).
Nazar, R., & Syahram. (2011). Pengaruh Privasi, Keamanan, Kepercayaan, dan Pengalaman Terhadap Niat untuk Bertransaksi Secara Online. Yogyakarta: Program Magister Saint Manajemen UGM (Doctoral dissertation).
Nunnally, J. C., & Bernstein, I. (1994). Elements of statistical description and estimation. Psychometric theory, 3(127).
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, Spring, 12-40
Peter, J. P., & Olson, J. C. (2010). Consumer Behavior & Marketing Strategy (9th ed.). New York: McGraw-Hill Compa-nies.
Prabowo, H., Darman, D., & Noegraheni, E. (2014). Analisis Kepercayaan dalam C2C E-Commerce terhadap Keputusan Pembelian dan Dampaknya terhadap Repurchase pada Kaskus. Binus Business Review, 5(1), 301-314.
Reichheld, F. F. & Sasser, W. E. J. (1990). Zero Defections Quality Comes to Services. Harvard Business Review, 68(5), 105-111
Rerung, R. R. (2018). E-Commerce, Menciptakan Daya Saing Melalui Teknologi Informasi. Yogyakarta: Deepublish.
Ribbink, D., van Riel, A. C., Liljander, V., & Streukens, S. (2004). Emerald Article: Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality, 14(6), 446-456.
Rumondang, A., Sudirman, A., Sitorus, S., Kusuma, A. H. P., Manuhutu, M., Sudarso, A., ... & Arif, N. F. (2020). Pemasa-ran Digital dan Perilaku Konsumen. Medan: Yayasan Kita Menulis.
Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453-463.
Singh, J., & Sirdeshmukh, D. (2000). Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments. Journal of the Academy of Marketing Science, 28(1), 150-167.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of retailing, 72(2), 201-214.
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of retailing, 78(1), 41-50.
Subatri, T. (2012). Konsep sistem informasi. Yogyakarta: Andi.
Sudaryono, D. (2016). Manajemen Pemasaran teori dan implementasi. Yogyakarta: Andi.
Sudirman, A., Sherly, S., Butarbutar, M., Nababan, T. S., & Puspitasari, D. (2020). Loyalitas Pelanggan Pengguna Gojek Ditinjau Dari Aspek Kualitas Pelayanan Dan Kepuasan Konsumen. Procuratio: Jurnal Ilmiah Manajemen, 8(1), 63-73.
Sularto, L. (2004). Pengaruh Privasi, Kepercayaan dan Pengalaman Terhadap Niat Beli Konsumen Melalui Internet. Jurnal Ekonomi & Bisnis, 3(9), 138-155.
Supranto, J. (2001). Pengukuran Tingkat Kepuasan Pelanggan: untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta.
Sureshchandar, G. S., Chandrasekharan, R., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction-a factor specific approach. Journal of Services Marketing, 16(4), 363-379.
Tjiptono, F., & Gregorius, C. (2016). Service Quality dan Satisfaction (4th ed.). Yogyakarta: Andi.
Tomlinson, E. C., Lewicki, R. J., & Dineen, B. R. (2002). Dealing with damaged trust: How to rebuild trust and temper distrust. In annual meeting of the Academy of Management, Denver.
Turban, E., King, D., Lee, J. K., Liang, T. P., & Turban, D. C. (2015). Business-to-business E-commerce. Springer, Cham: Electronic Commerce, pp. 161-207.
Wahyuni, S., & Praninta, A. . (2021). The Influence of Brand Equity and Service Quality on Purchase Decisions on Garuda Indonesia Airline Services. Research Horizon, 1(1), 28–38
Wibowo , B. (2021). The Role of Creative Economy-Based Startups on Member Economic Improvement and Economic Resilience. Research Horizon, 1(5), 172–178.
Zhang, K. Z., Benyoucef, M., & Zhao, S. J. (2016). Building brand loyalty in social commerce: The case of brand microblogs. Electronic Commerce Research and Applications, 15, 14-25.