Perceived Value, E-Trust, E-Satisfaction, and E-Loyalty on Online Trip Clients in Jakarta

Perceived Value, E-Trust, E-Satisfaction, and E-Loyalty on Online Trip Clients in Jakarta

Vol 21, No. 1, Maret 2024 | Muchammad Nur Kalim, Wisnu Budi Prasetyo, Abdul Haeba Ramli, Siti Mariam
This study investigates the impact of Perceived Value and E-Trust on E-Loyalty, with E-Satisfaction as an intermediate variable, among online trip clients in Jakarta. The research was conducted on 110 respondents who had used online trip services in Jakarta. Data analysis was performed using Structural Equation Modeling (SEM-PLS). The findings indicate that Perceived Value has a positive effect on E-Satisfaction, E-Trust has a positive effect on E-Satisfaction, E-Satisfaction has a positive effect on E-Loyalty, Perceived Value has a positive effect on E-Loyalty, while E-Trust has a negative effect on E-Loyalty. E-Trust also has a negative effect on E-Loyalty through E-Satisfaction, and Perceived Value has a negative effect on E-Loyalty through E-Satisfaction. The study suggests that online trip agent companies should focus on enhancing perceived value and e-trust to create e-Satisfaction, which in turn can lead to e-Loyalty. Managerial implications include improving user experience, ensuring data security, and maintaining high levels of e-Satisfaction to foster long-term client loyalty.This study investigates the impact of Perceived Value and E-Trust on E-Loyalty, with E-Satisfaction as an intermediate variable, among online trip clients in Jakarta. The research was conducted on 110 respondents who had used online trip services in Jakarta. Data analysis was performed using Structural Equation Modeling (SEM-PLS). The findings indicate that Perceived Value has a positive effect on E-Satisfaction, E-Trust has a positive effect on E-Satisfaction, E-Satisfaction has a positive effect on E-Loyalty, Perceived Value has a positive effect on E-Loyalty, while E-Trust has a negative effect on E-Loyalty. E-Trust also has a negative effect on E-Loyalty through E-Satisfaction, and Perceived Value has a negative effect on E-Loyalty through E-Satisfaction. The study suggests that online trip agent companies should focus on enhancing perceived value and e-trust to create e-Satisfaction, which in turn can lead to e-Loyalty. Managerial implications include improving user experience, ensuring data security, and maintaining high levels of e-Satisfaction to foster long-term client loyalty.
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