PENGARUH E-SERVQUAL TERHADAP KEPERCAYAAN DAN LOYALITAS PELANGGAN PT. KERETA API INDONESIA (PERSERO)

Abstract

This study aims to examine the effect of the company's quality
online services (E-Servqual) on customer loyalty in PT Kereta
Api Indonesia (Persero) with trust as an intervening variable,
method of analysis using Partial Least Square (PLS). The

results showed a direct effect and significant variable E-
Servqual on the Trust (the Trust), where the value of t

statistics for 5205 which is above ± 1.96 (5%). with coefficient

of 0,488 positive path, can be interpreted that the better E-
Servqual, would cause the Trust of consumers will also be

higher. Path coefficient values indicate a direct and significant
effect of the variable Trust on loyality with a value of t
statistics for 9,005 which is above ± 1.96 (5%). From the path
coefficient value of 0621 (positive), can be interpreted that the
higher the Trust (Trust) consumers, it will lead to customer
loyalty will also be higher.