Journal on Efficiency and Responsibility in Education and Science (Dec 2019)

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

  • Leonnard

Journal volume & issue
Vol. 12, no. 4
pp. 102 – 110


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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.