PERAN E-CUSTOMER SATISFACTION MEMEDIASI PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER LOYALTY (Studi pada Pengguna Layanan Jasa Online Grab di Kota Denpasar)

This study aims to analyze the effect of e-service quality on e-cutomer loyalty with e-customer satisfaction as a mediating variable on Grab online service customers in Denpasar City. This research was conducted on Grab online service customers in Denpasar City with a total sample taken by 140 respondents. Data collection in this study was carried out using interview methods and questionnaires. The data analysis techniques used in this study are Path Analysis and Sobel Test. The results of this study show that e-customer satisfaction significantly mediates the relationship between e-service quality and e-customer loyalty. That is, if the customer has good electronic service quality, it will trigger customers to be satisfied with using an online service, so that customers will loyally use an online service.