Pengaruh Kualitas Layanan Elektronik terhadap Kepuasan, Loyalitas, dan Kepercayaan Pelanggan Aplikasi Tokopedia di Surabaya

Marketplace really helps people in buying and selling activities online. Tokopedia is one of hundreds of marketplaces in Indonesia which ranks first in customer engagement and is also active in terms of promotion on all online and offline media platforms. One of the successes of Tokopedia in becoming a Marketplace platform is of course inseparable from the quality of services provided, and this has resulted in user satisfaction, loyalty and trust. The purpose of this research is to examine the Effect of Service Quality on Customer Satisfaction, Customer Loyalty, and Customer Trust of Tokopedia in Surabaya.” Judging from the data sources analyzed, this research is a quantitative research because the data analyzed in this study used a survey method. This research method used is a questionnaire. In this study, researchers used 30 respondents as a small sample using Smart-PLS 3. Then, for a large sample using a number of 151 respondents using the SEM-PLS analysis tool with the Smart-PLS 3 application. The results of this study prove that Electronic Service Quality has a significant effect on Tokopedia Customer Satisfaction in Surabaya, Customer Satisfaction has a significant effect on Tokopedia Customer Loyalty in Surabaya, and Customer Satisfaction has a significant effect on Tokopedia Customer Trust in Surabaya. Keywords: Electronic Service Quality, Customer Satisfaction, Customer Loyalty, Customer Trust, Tokopedia