Maret 2024 | Muchamad Nur Kalim, Wisnu Budi Prasetyo, Abdul Haeba Ramli, Siti Mariam
This study investigates the relationship between perceived value, e-trust, e-satisfaction, and e-loyalty among online trip clients in Jakarta. The research focuses on how perceived value and e-trust influence e-loyalty through the mediating role of e-satisfaction. Data was collected from 110 respondents who have used online trip services in Jakarta, and the analysis was conducted using the Structural Equation Modeling Partial Least Squares (SEM-PLS) method. The findings indicate that perceived value has a positive effect on e-satisfaction and e-loyalty, while e-trust has a positive effect on e-satisfaction but a negative effect on e-loyalty. E-satisfaction, in turn, has a positive effect on e-loyalty. Additionally, e-satisfaction was found to mediate the relationship between perceived value and e-loyalty, as well as between e-trust and e-loyalty. The study suggests that online trip agents should focus on enhancing perceived value and e-trust to improve e-satisfaction, which in turn can foster e-loyalty. The results highlight the importance of maintaining high levels of e-satisfaction to ensure long-term client loyalty. The study also identifies limitations, including the narrow scope of the population and the short duration of the research. Future research could expand the study to include a broader population and longer time frames. The managerial implications suggest that online trip companies should prioritize client satisfaction and trust to build long-term loyalty.This study investigates the relationship between perceived value, e-trust, e-satisfaction, and e-loyalty among online trip clients in Jakarta. The research focuses on how perceived value and e-trust influence e-loyalty through the mediating role of e-satisfaction. Data was collected from 110 respondents who have used online trip services in Jakarta, and the analysis was conducted using the Structural Equation Modeling Partial Least Squares (SEM-PLS) method. The findings indicate that perceived value has a positive effect on e-satisfaction and e-loyalty, while e-trust has a positive effect on e-satisfaction but a negative effect on e-loyalty. E-satisfaction, in turn, has a positive effect on e-loyalty. Additionally, e-satisfaction was found to mediate the relationship between perceived value and e-loyalty, as well as between e-trust and e-loyalty. The study suggests that online trip agents should focus on enhancing perceived value and e-trust to improve e-satisfaction, which in turn can foster e-loyalty. The results highlight the importance of maintaining high levels of e-satisfaction to ensure long-term client loyalty. The study also identifies limitations, including the narrow scope of the population and the short duration of the research. Future research could expand the study to include a broader population and longer time frames. The managerial implications suggest that online trip companies should prioritize client satisfaction and trust to build long-term loyalty.