EXPLORING THE RELATIONSHIP AMONG E-SERVICE QUALITY, E-TRUST, E-SATISFACTION AND LOYALTY AT HIGHER EDUCATION INSTITUTIONS

被引：5

作者：

Leonnard ^{[1
]}

机构：

[1] IPMI Int Business Sch, Sekolah Tinggi Manajemen IPMI, Jakarta, Indonesia

来源：

JOURNAL ON EFFICIENCY AND RESPONSIBILITY IN EDUCATION AND SCIENCE | 2019年 / 12卷 / 04期

关键词：

E-service quality; E-trust; E-satisfaction; loyalty; Structural Equation Modelling; CUSTOMER SATISFACTION; STUDENTS SATISFACTION; CONSUMER TRUST; WEB SITES; UNIVERSITIES; ATTRIBUTES; IMPACT;

D O I：

10.7160/eriesj.2019.120401

中图分类号：

G40 [教育学];

学科分类号：

040101 ; 120403 ;

摘要：

We examine the effect of e-service quality through E-S-QUAL dimensions of efficiency, fulfilment, system availability, and privacy on e-trust, e-satisfaction and loyalty of students from public and private universities in Jakarta, Indonesia. A total of 304 undergraduates was employed as respondents, and the hypotheses were tested using Structural Equation Modelling (SEM). The findings revealed that efficiency and fulfilment significantly affect e-satisfaction, while fulfilment and privacy significantly affect e-trust. Fulfilment has the most substantial effect on e-satisfaction and e-trust that supports prior studies. Moreover, the relationships between e-trust, e-satisfaction, and loyalty are confirmed. Theoretical and managerial implications are presented.

引用

页码：103 / 110

页数：8

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