Deka Akmal Maulana, . (2025) PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-CUSTOMER LOYALTY PADA PELANGGAN ITEMKU.COM MELALUI E-CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The digital item business in online games reflects a significant shift in the digital economy, where the trading of skins, weapons, and accessories has become an integral part of the gaming industry. Itemku, as a digital item marketplace platform, faces challenges related to e-service quality and e-trust, which may influence e-customer satisfaction and e-customer loyalty. Brand loyalty is formed when consumers perceive that a brand or service is able to fulfill their needs better than competing alternatives. This study aims to analyze the effects of e-service quality and e-trust on e-customer loyalty, with e-customer satisfaction serving as an intervening variable. A total of 180 Itemku users in DKI Jakarta participated in this study, and the data were analyzed using SEM-PLS through SmartPLS 4. The results indicate that e-service quality and e-trust have a significant effect on e-customer satisfaction. E-service quality does not have a direct effect on e-customer loyalty, whereas e-trust has a significant effect. E-customer satisfaction also significantly influences e-customer loyalty. Mediation analysis confirms full mediation in the effect of e-service quality and partial mediation in the effect of e-trust on e-customer loyalty. These findings suggest that technical improvements in digital services alone are insufficient to directly establish e-customer loyalty. Therefore, Itemku needs to further strengthen service consistency, including complaint handling speed, clarity of transaction security systems, availability of customer service, and transparent compensation mechanisms, in order to enhance e-customer loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | No Panggil: 2210111064 Pembimbing: Maria Assumpta Wikantari Penguji 1: Anastasia Bernadin Dwi Mardiatmi Penguji 2: Dea Delia Lestari |
| Uncontrolled Keywords: | E-Customer Loyalty, E-Customer Satisfaction, E-Service Quality, E-Trust, Itemku. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HF Commerce |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | DEKA AKMAL MAULANA |
| Date Deposited: | 17 Mar 2026 02:14 |
| Last Modified: | 17 Mar 2026 02:14 |
| URI: | http://repository.upnvj.ac.id/id/eprint/41548 |
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