Exploring The Relationship among E-Service Quality, E-Trust, E-Satisfaction and Loyalty at Higher Education Institutions

Leonnard
2019 Journal on Efficiency and Responsibility in Education and Science  
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
more » ... icantly 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. Highlights • The effect of e-service quality on e-trust, e-satisfaction, and students' loyalty through E-S-QUAL dimensions and Structural Equation Modelling (SEM) approach. • Efficiency and fulfilment significantly affect e-satisfaction. • Fulfilment and privacy significantly affect e-trust. • E-trust and e-satisfaction significantly affect students' loyalty.
doi:10.7160/eriesj.2019.120401 fatcat:kb6e4ao4zbc25oepnnz3pbzvvy