Factors Affecting Customer Loyalty: Testing the Effect of E-Servicescape and Trust

  • Nur Faiza Postgraduate at Faculty of Economics and Business, Brawijaya University, Jl. Veteran, Malang 65145, Indonesia
  • Wahdiyat Moko Lecturer at Faculty of Economics and Business, Brawijaya University, Jl. Veteran, Malang 65145, Indonesia
  • Desi Tri Kurniawati Lecturer at Faculty of Economics and Business, Brawijaya University, Jl. Veteran, Malang 65145, Indonesia
Keywords: E-servicescape, Trust, Customer Loyalty


Customer loyalty is a very crucial issue for business continuity. The purpose of this study was to examine the role of trust in mediating e-servicescape relationships on customer loyalty. Data collection was carried out by distributing questionnaires to 200 respondents in East Java who made online purchases using Shopee for at least the last 3 months. Then, the hypothesis was tested using Partial Least Squares (PLS). The research findings revealed that e-servicescape had a significant direct effect on customer loyalty, e-servicescape had a significant effect on trust, the trust had a significant effect on customer loyalty and trust was able to mediate the relationship of e-servicescape on customer loyalty. This study also proposed a marketplace to improve the e-servicescape that was implemented in its online marketplace to gain consumer trust and increase customer loyalty.


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