Professional Documents
Culture Documents
RS1 2022 2 439 2301949261 Pustaka
RS1 2022 2 439 2301949261 Pustaka
RS1 2022 2 439 2301949261 Pustaka
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A.
M. (2017). The impact of E-Service Quality and E-Loyalty on online shopping:
moderating effect of E-Satisfaction and E-Trust. International Journal of
Marketing Studies, 9(2), 92-103.
Al-Khayyal, A., Alshurideh, M., Al Kurdi, B., & Aburayya, A. (2020). The Impact of
Electronic Service Quality Dimensions on Customers' E-Shopping and E-
Loyalty via the Impact of E-Satisfaction and E-Trust: A Qualitative
Approach. International Journal of Innovation, Creativity and Change, 14(9),
257-281.
Ariansyah, K., Sirait, E. R. E., Nugroho, B. A., & Suryanegara, M. (2021). Drivers of
and Barriers to E-Commerce Adoption in Indonesia: Individuals’ Perspectives
and the Implications. Telecommunications Policy, 45(8), 102219.
Arumugam, N., Subramaniam, A., Mylvaganam, G., & Singh, K. (2020). Customer
satisfaction perpetuates loyalty: A case study. International Journal of Academic
Research in Business and Social Sciences, 10(12), 149-161.
Baby Zein Shop. (2020, September 11). Dana Cashback Saya Belum Kembali,
Pelayanan Zalora Sangat Lambat [Blog post]. Diakses dari
https://mediakonsumen.com/2020/09/11/surat-pembaca/dana-cashback-saya-
belum-kembali-pelayanan-zalora-sangat-lambat
83
84
Badir, M., & Andjarwati, A. L. (2020). The Effect of E-WOM, Ease of Use and Trust
on Purchase Decisions (Study on Tokopedia Application Users). Jurnal Minds:
Manajemen Ide Dan Inspirasi, 7(1), 39-52.
Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015). E-Service Quality: A Meta-
analytic Review. Journal of Retailing, 91(4), 679-700.
Çelik, K. (2021). The effect of E-Service Quality and After-sales E-Service Quality
on E-Satisfaction. Business & Management Studies: An International
Journal, 9(3), 1137-1155.
Das, K., Tamhane, T., Vatterott, B., Wibowo, P., & Wintels, S. (2018). The Digital
Archipelago: How Online Commerce is Driving Indonesia’s Economic
Development. McKinsey & Company. Diakses dari
https://www.mckinsey.com/featured-insights/asia-pacific/the-digital-
archipelago-how-online-commerce-is-driving-indonesias-
economicdevelopment#
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The
American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal
of Marketing, 60(4), 7–18.
Google, Temasek, Bain and Company. (2021). e-Conomy SEA 2021: Indonesia.
Google and Temasek. https://economysea.withgoogle.com/
Google, Temasek, Bain and Company. (2020). Google and Temasek E-Conomy SEA
2020 Report. https://economysea.withgoogle.com/
Gotama, F., & Indarwati, T. A. (2019). The Effects of E-Trust and E-Service Quality
to E-Loyalty with E-Satisfaction as the Mediation Variable (The Study of Bebas
Bayar Application User’s in Indonesian). Jurnal Minds: Manajemen Ide dan
Inspirasi, 6(2), 145-160.
Goyal, S., Sergi, B. S., & Esposito, M. (2019). Literature review of emerging trends
and future directions of e-commerce in global business landscape. World Review
of Entrepreneurship, Management and Sustainable Development, 15(1-2), 226-
255.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial
Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). Sage.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial
Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). Sage.
Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S.
(2021). Partial least squares structural equation modeling (PLS-SEM) using R:
a Workbook. Springer Nature.
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet.
Journal of Marketing Theory and Practice, 19(2), 139–152.
86
Han, H., Kim, Y., & Kim, E. K. (2011). Cognitive, Affective, Conative, and Action
Loyalty: Testing the Impact of Inertia. International Journal of Hospitality
Management, 30(4), 1008-1019.
Hidayah, F.E., & Suryadi, N. (2021). Pengaruh E-Service Quality terhadap E-Loyalty
melalui E-Satisfaction pada Pengguna E-Commerce Tokopedia. Jurnal Ilmiah
Mahasiswa UB, 9(17).
Hur, Y., Ko, Y. J., & Valacich, J. (2011). A structural model of the relationships
between sport website quality, E-Satisfaction, and E-Loyalty. Journal of Sport
Management, 25(5), 458-473.
Holloway, B. B., & Beatty, S. E. (2008). Satisfiers and dissatisfiers in the online
environment: A critical incident assessment. Journal of service research, 10(4),
347-364.
Išoraitė, M., & Miniotienė, N. (2018). Electronic commerce: Theory and practice.
Jaya, I. (2020). Metode Penelitian Kuantitatif dan Kualitatif: Teori, Penerapan, dan
Riset Nyata. Anak Hebat Indonesia.
87
Kartono, R. A., & Halilah, I. (2019). Pengaruh E-Trust Terhadap E-Loyalty (Studi
pada Seller di Bukalapak). Proceedings of the Industrial Research Workshop
and National Seminar, 10(1), 1204-1213.
Kasih, S. S., & Moeliono, N. N. K. (2020). Pengaruh E-Service Quality Dan E-Trust
Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening (Studi
Pada Pelanggan Sorabel Di Bandung). Jurnal Ilmiah Mahasiswa Ekonomi
Manajemen, 5(4), 780-791.
Kaya, B., Behravesh, E., Abubakar, A. M., Kaya, O. S., & Orús, C. (2019). The
Moderating Role of Website Familiarity in the Relationships between E-Service
Quality, E-Satisfaction and E-Loyalty. Journal of Internet Commerce, 18(4),
369-394.
Kenny. [shorelineeeee]. (2022, February 4). Terlalu percaya sama zalora. “Pasti
punya quality control yg baik”. Eh cacaaat parah. gapunya video unboxing jd
yaudah terima aja gitu y? @zaloraidn. [Tweet]. Diakses dari
https://twitter.com/shorelineeeee/status/1489572939695493122?s=20
Kim, J., Ferrin, D., & Rao, H. (2003). Antecedents of Consumer Trust in B-to-C
Electronic Commerce. Proceedings of the Americas' Conference on Information
Systems. 157-167
Kim, J., Jin, B., & Swinney, J. L. (2009). The Role of Etail quality, E-Satisfaction
and E-Trust in Online Loyalty Development Process. Journal of Retailing and
Consumer Services, 16(4), 239-247.
Kotler, P., Armstrong, G., Ang, S. H., Tan, C. T., Yau, O. H., & Leong, S. M. (2017).
Principles of Marketing: An Asian Perspective (4th ed.). Pearson.
Kotler, P., Armstrong, G., Harris, L. C., & He, H. (2020). Principles of Marketing:
European Edition (8th ed.). Pearson.
Kotler, P., Keller, K. L, Brady, M., Goodman, M., & Hansen, T. (2019). Marketing
Management: European Edition (4th ed.). Pearson.
Kusdibyo, L., & Februadi, A. (2019, November). The effect of electronic service
quality on customers satisfaction and loyalty in online shopping. IOP
Conference Series: Materials Science and Engineering, 662(2), 22-36.
Kusnandar, V., & Mutia, A. (Ed.). (2021, Oktober 14). Pelanggan Internet Indonesia
Peringkat ke-3 Terbanyak di Asia. Diakses dari Databoks:
https://databoks.katadata.co.id/datapublish/2021/10/14/pelanggan-internet-
indonesia-peringkat-ke-3-terbanyak-di-asia
Kwilinski, A., Volynets, R., Berdnik, I., Holovko, M., & Berzin, P. (2019). E-
Commerce: Concept and Legal Regulation in Modern Economic
Conditions. Journal of Legal, Ethical and Regulatory Issues, 22, 1-6.
Lee, M. K., & Turban, E. (2001). A Trust Model for Consumer Internet
Shopping. International Journal of Electronic Commerce, 6(1), 75-91.
Lidwina, A., & Bayu, D. J. (Ed.). (2021, Juni 4). Pelangganan E-Commerce
Indonesia Tertinggi di Dunia. Diakses dari Databoks:
https://databoks.katadata.co.id/datapublish/2021/06/04/pelangganan-e-
commerce-indonesia-tertinggi-di-dunia
Mashaqi, E., Al-Hajri, S., Alshurideh, M., & Al Kurdi, B. (2020). The Impact of E-
Service Quality, E-Recovery Services on E-Loyalty in Online Shopping:
Theoretical Foundation and Qualitative Proof. PalArch's Journal of Archaeology
of Egypt/Egyptology, 17(10), 2291-2316.
Mayer, R.C., Davis, J.H. and Schoorman, F.D. (1995) An Integrative Model of
Organizational Trust. Academy of Management Review, 20, 709-734.
Melani, D. O., & Rahmiati. (2021). The Influence of E-Service Quality, E-Trust and
E-Satisfaction Toward E-Loyalty on Shopee Online Shopping Application
Users. Marketing Management Studies, 1(3), 253-266.
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. B. (2021). E-Service Quality,
Customer Trust and Satisfaction: Market Place Consumer Loyalty
Analysis. Jurnal Minds: Manajemen Ide dan Inspirasi, 8(2), 237-254.
Paulinus, R. (2023, Juni 27). [Ulasan Pelanggan Zalora di Play Store]. Diakses dari
https://play.google.com/store/apps/details?id=com.zalora.android&hl=id
Pereira, H. G., Cardoso, M., & Dionísio, P. (2017). The determinants of website
purchases: the role of e-customer loyalty and word-of-mouth. International
Journal of Electronic Marketing and Retailing, 8(2), 136-156.
Prakosa, D., & Pradhanawati, A. (2020). Pengaruh E-Trust dan E-Service Quality
terhadap E-Loyalty dengan E-Satisfaction sebagai variabel intervening (studi
kasus pada pengguna tokopedia di kota semarang). Jurnal Ilmu Administrasi
Bisnis, 9(4), 457-464.
Purani, K., Kumar, D. S., & Sahadev, S. (2019). E-Loyalty among millennials:
Personal characteristics and social influences. Journal of Retailing and
Consumer Services, 48, 215-223.
90
Rachmawati, D., & Syafarudin, A. (2022). Analysis of E-Service Quality and E-Trust
on E-Loyalty with E-Satisfaction as an Intervening Variable in The Government
e-Catalogue. European Journal of Business and Management Research, 7(2),
323-329.
Rassel, G., Leland, S., Mohr, Z., & O’Sullivan, E. (2020). Research methods for
public administrators. Routledge.
Ringle, M., Wende, S., & Becker, J. (2022). SmartPLS 4. Oststeinbek: SmartPLS.
Diakses dari https://www.smartpls.com
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of E-Service Quality and
customer satisfaction on customer behavior in online shopping. Heliyon, 5(10),
e02690.
Rodríguez, P. G., Villarreal, R., Valiño, P. C., & Blozis, S. (2020). A PLS-SEM
approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion e-
retailers in Spain. Journal of Retailing and Consumer Services, 57, 102-201.
Roflin, E., Liberty, I., & Pariyana. (2021). Populasi, Sampel, Variabel dalam
Penelitian Kedokteran. Penerbit NEM.
Sadeghi, A., Ghujali, T., & Bastam, H. (2018). The Effect of Organizational
Reputation on E-Loyalty: The Roles of E-Trust and E-Satisfaction. ASEAN
Marketing Journal, 10(1), 1-16.
Samson, D., Donnet, T., & Daft, R. L. (2018). Fundamentals of Management (6th
ed.). Cengage.
Sarstedt, M., Hair Jr, J. F., Cheah, J. H., Becker, J. M., & Ringle, C. M. (2019). How
to specify, estimate, and validate higher-order constructs in PLS-SEM.
Australasian Marketing Journal, 27(3), 197-211.
91
Sativa, A., & Astuti, S. R.T. (2016). Analisis Pengaruh E-Trust dan E-Service Quality
terhadap E-Loyalty dengan E-Satisfaction sebagai Variabel Intervening (Studi
pada Pengguna E-Commerce C2C Tokopedia). Diponegoro Journal of
Management, 5(3), 1-10.
Sekaran, U., & Bougie, R. (2019). Research Methods for Business: A Skill Building
Approach (8th ed.). Wiley.
Sholihin, M., & Ratmono, D. (2021). Analisis SEM-PLS dengan WarpPLS 7.0 untuk
Hubungan Nonlinier dalam Penelitian Sosial dan Bisnis. Penerbit Andi.
Surridge, M., & Gillespie, A. (2022). Business Management for the IB Diploma.
Hodder Education.
92
Tran, V. D., & Vu, Q. H. (2019). Inspecting the Relationship Among E-Service
Quality, E-Trust, E-Customer Satisfaction and Behavioral Intentions of Online
Shopping Customers. Global Business & Finance Review (GBFR), 24(3), 29-42.
Urban, G. L., Amyx, C., & Lorenzon, A. (2009). Online Trust: State of the Art, New
Frontiers, and Research Potential. Journal of Interactive Marketing, 23(2), 179-
190.
Wagh, S. (n.d). Public Health Research Guide: Primary & Secondary Data
Definitions. https://researchguides.ben.edu/c.php?g=282050&p=4036581
Wilis, R. A., & Nurwulandari, A. (2020). The effect of E-Service Quality, E-Trust,
Price and Brand Image Towards E-Satisfaction and Its Impact on E-Loyalty of
Traveloka's Customer. Jurnal Ilmiah MEA (Manajemen, Ekonomi, &
Akuntansi), 4(3), 1061-1099.
Yamin, S. (2021). Olah Data Statistik: SMARTPLS 3, AMOS & STATA (Mudah &
Praktis). Dewangga Publishing.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service Quality Delivery
through Web Sites: A Critical Review of Extant Knowledge. Journal of the
academy of marketing science, 30(4), 362-375.