Customer Perceptions of E-Service Quality and E-Recovery On E-Commerce

Abstract

This study aims to analyze the relationship between E-service and E-Recovery on Behavioral Loyalty.The population are respondents who use E-Commerce in Indonesia with a causal quantitative method between some variables.Questionnaires are distributed via WhatsApp Messenger randomly as respondents are e-commerce users and match as a data source.The number of respondents used was 171 valid respondents.The instruments used in this study used validity and reliability tests to see valid and reliable instruments.This test also uses the Brand Authenticity Variable Descriptive Statistics test and model fit testing as a prerequisite for hypothesis testing by making SEM (Structural Equation Modeling).