Investigating the effect of e-service quality on customer loyalty within the online marketplace during the covid-19 pandemic

Sarboini, S.; Syahputra, H.; Adam, M.; Foster, B.; Pasaribu, M.; Saputra, J.

Growing Science » International Journal of Data and Network Science » Investigating the effect of e-service quality on customer loyalty within the online marketplace during the covid-19 pandemic

Journals

IJDS Volumes

Volume 1 (8)
- Issue 1 (5)
- Issue 2 (3)

Volume 2 (12)
- Issue 1 (3)
- Issue 2 (3)
- Issue 3 (3)
- Issue 4 (3)

Volume 3 (27)
- Issue 1 (4)
- Issue 2 (9)
- Issue 3 (8)
- Issue 4 (6)

Volume 4 (37)
- Issue 1 (6)
- Issue 2 (15)
- Issue 3 (7)
- Issue 4 (9)

Volume 5 (86)
- Issue 1 (9)
- Issue 2 (11)
- Issue 3 (32)
- Issue 4 (34)

Volume 6 (163)
- Issue 1 (30)
- Issue 2 (33)
- Issue 3 (40)
- Issue 4 (60)

Volume 7 (200)
- Issue 1 (53)
- Issue 2 (46)
- Issue 3 (46)
- Issue 4 (55)

Volume 8 (243)
- Issue 1 (60)
- Issue 2 (61)
- Issue 3 (60)
- Issue 4 (62)

Volume 9 (96)
- Issue 1 (20)
- Issue 2 (6)
- Issue 3 (30)
- Issue 4 (40)

Volume 10 (40)
- Issue 1 (40)

Countries

International Journal of Data and Network Science

ISSN 2561-8156 (Online) - ISSN 2561-8148 (Print) Quarterly Publication Volume 9 Issue 3 pp. 613-622 , 2025

Investigating the effect of e-service quality on customer loyalty within the online marketplace during the covid-19 pandemic Pages 613-622 Download PDF

Authors: Sarboini Sarboini, Hendra Syahputra, Muhammad Adam, Bob Foster, Merry Roseline Pasaribu, Jumadil Saputra

DOI: 10.5267/j.ijdns.2024.8.006

Keywords: E-Service, Consumer Loyalty, E-Marketplace, COVID-19 Pandemic

Abstract: This study examines the effect of the quality of e-services provided by e-commerce on customer satisfaction and loyalty during the COVID-19 pandemic. This study used a quantitative approach to involve 118 respondents who traded in online markets. The sampling method used is purposive sampling. The data were analyzed using a structural equation model using the partial least squares technique. Research results indicate that out of the five hypothetical relationships raised by the researcher, one relationship related to remuneration was found to lack a statistically significant positive effect. Besides that, the remaining four hypothetical relationships, including efficiency, confidentiality, accountability, and customer satisfaction, demonstrated positive and statistically significant. The implication of this study highlights the need to cultivate and improve the quality of e-services in the online market, especially in the context of the COVID-19 pandemic. In this way, businesses can provide consumers with a rich shopping experience, enhancing customer satisfaction and laying the foundation for long-term customer loyalty.

How to cite this paper

 Sarboini, S., Syahputra, H., Adam, M., Foster, B., Pasaribu, M & Saputra, J. (2025). Investigating the effect of e-service quality on customer loyalty within the online marketplace during the covid-19 pandemic.International Journal of Data and Network Science, 9(3), 613-622.

Refrences

Almeida, F. (2020). The role of tech startups in the fight against COVID-19. World Journal of Science, Technology and Sus-tainable Development, 18(1), 64-75. DOI: https://doi.org/10.1108/wjstsd-04-2020-0030. Aropah, V. D. W., Sarma, M. M., & Sumertajaya, I. (2020). Factors Affecting Employee Performance during Work from Home. International Research Journal of Business Studies, 13(2). Blakesley, I. R., & Yallop, A. C. (2020). What do you know about me? Digital privacy and online data sharing in the UK in-surance sector. Journal of Information, Communication and Ethics in Society, 18(2), 281-303. DOI: https://doi.org/10.1108/JICES-04-2019-0046. Foroudi, P., Cuomo, M. T., & Foroudi, M. M. (2020). Continuance interaction intention in retailing: Relations between cus-tomer values, satisfaction, loyalty, and identification. Information Technology & People, 33(4), 1303-1326. DOI: https://doi.org/10.1108/ITP-09-2018-0421 Kashyap, A., & Raghuvanshi, J. (2020). A preliminary study on exploring the critical success factors for developing COVID-19 preventive strategy with an economy centric approach. Management Research: Journal of the Iberoamerican Academy of Management, 18(4), 357-377. DOI: https://doi.org/10.1108/MRJIAM-06-2020-1046. Kim, G. S. (2007). The service recovery strategies, customer satisfaction, customer loyalty. Asian Journal on Quality, 8(1), 76-86. DOI: https://doi.org/10.1108/15982688200700005 Limbu, Y. B., Wolf, M., & Lunsford, D. L. (2011). Consumers' perceptions of online ethics and its effects on satisfaction and loyalty. Journal of research in interactive marketing, 5(1), 71-89. DOI: https://doi.org/10.1108/17505931111121534 Lin, Y., Luo, J., Cai, S., Ma, S., & Rong, K. (2016). Exploring the service quality in the e-commerce context: a triadic view. Industrial Management & Data Systems, 116(3), 388-415. DOI: https://doi.org/10.1108/IMDS-04-2015-0116 Panzone, L. A., Larcom, S., & She, P. W. (2021). Estimating the impact of the first COVID-19 lockdown on UK food retailers and the restaurant sector. Global Food Security, 28, 100495. DOI: https://doi.org/10.1016/j.gfs.2021.100495 Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233. DOI: https://doi.org/10.1177/1094670504271156 Rashid, S., & Ratten, V. (2021). Entrepreneurial ecosystems during COVID-19: the survival of small businesses using dynam-ic capabilities. World Journal of Entrepreneurship, Management and Sustainable Development, 17(3), 457-476. DOI: https://doi.org/10.1108/WJEMSD-09-2020-0110 Ratnawati, A., Mislan Cokrohadisumarto, W. B., & Kholis, N. (2021). Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective. Journal of Islamic Marketing, 12(7), 1316-1338. DOI: https://doi.org/10.1108/JIMA-01-2020-0005 Rosenbaum, M. S., & Russell-Bennett, R. (2020). Service research in the new (post-COVID) marketplace. Journal of Services Marketing, 34(5), I-V. DOI: https://doi.org/10.1108/JSM-06-2020-2020 Sadeh, S., Sadeh, E., Mousavi, L., & Asgari, F. (2011). The effects of website quality dimensions on customer satisfaction in e-retailing system. Middle-East Journal of Scientific Research, 10(3), 366-369. Sharma, D., Taggar, R., Bindra, S., & Dhir, S. (2020). A systematic review of responsiveness to develop future research agen-da: a TCCM and bibliometric analysis. Benchmarking: An International Journal, 27(9), 2649-2677. DOI: https://doi.org/10.1108/BIJ-12-2019-0539 Wijaya, O. Y. A. (2020). The Impact of COVID-19 on Micro, Small and Medium Enterprices (MSMEs) in East Jaya Province, Indonesia and Strategies for Overcoming: Ad Interim. Talent Development & Excellence, 12(2), 3454-3469. Zaazou, Z. A., & Salman Abdou, D. (2022). Egyptian small and medium sized enterprises’ battle against COVID-19 pandem-ic: March–July 2020. Journal of Humanities and Applied Social Sciences, 4(2), 94-112. DOI: https://doi.org/10.1108/jhass-09-2020-0161 Zaman, M., Botti, L., & Thanh, T. V. (2016). Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels. International Journal of Culture, Tourism and Hospitality Research, 10(4), 455-470. DOI: https://doi.org/10.1108/IJCTHR-08-2015-0095 Zhu, R., Srivastava, A., & Sutanto, J. (2020). Privacy-deprived e-commerce: the efficacy of consumer privacy policies on Chi-na's e-commerce websites from a legal perspective. Information Technology & People, 33(6), 1601-1626. DOI: https://doi.org/10.1108/ITP-03-2019-0117