Effect of E-Service Quality on E-Satisfaction and E-Loyalty: Moderated by Purchase Frequency


  • Ngatno Departement of Business Administration, Social and Political faculty, Diponegoro University
  • Azwina Eka Ariyanti Business Administration - Diponegoro University




e-service quality, e-satisfaction, e-loyalty, GrabFood


This study aims to analyze the effect of e-service quality on e-satisfaction and e-loyalty by moderating purchase frequency. Data were collected from respondents, namely GrabFood customers in Batam City. The data were analyzed using the multi-group model with AMOS 23. The results showed that e-service quality had a positive effect on e-satisfaction. Besides, e-satisfaction also has a positive effect on e-loyalty. Meanwhile, the multi-group test shows that the frequency of purchases strengthens the relationship between e-service quality and e-satisfaction. On the other hand, purchase frequency is not able to moderate the relationship between e-satisfaction and e-loyalty. It is recommended for further research to study how the impact of this GrabFood can increase sales from its customers.


Alba. J. W.. & Hutchinson. J. W. (1987). Dimensions of Consumer Expertise. Journal of Consumer Research. 13(4). 411–454. https://doi.org/10.1086/209080

Anderson. R. E.. & Srinivasan. S. S. (2003). E-Satisfaction and E-Loyalty: A Contingency Framework. Psychology and Marketing. 20(2). 123–138. https://doi.org/10.1002/mar.10063

Bawa. K.. & Ghosh. A. (1991). The covariates of regularity in purchase timing. Marketing Letters. 2(2). 147–157. https://doi.org/10.1007/BF00436034

Berné. C.. Cortiñas. M.. Elorz. M.. & Múgica. J. M. (2004). The use of a retail store database for brand choice analysis. International Review of Retail. Distribution and Consumer Research. 14(1). 19–29. https://doi.org/10.1080/0959396032000154275

Bitner. M. J.. Booms. B. H.. & Tetreault. M. standfield. (1990). The service encounter: Diagnosing favourable and unfavorable incident. Journal of Marketing. 54(January). 71–84.

Bryman. A.. & Cramer. D. (1999). Quantitative Data Analysis with SPSS Release 8 for Windows: A Guide for Social Scientists. Routledge. London.

Dawi. N. M.. Jusoh. A.. Streimikis. J.. & Mardani. A. (2018). The influence of service quality on customer satisfaction and customer behavioral intentions by moderating role of switching barriers in satellite pay TV market. Economics and Sociology. 11(4). 198–218. https://doi.org/10.14254/2071-789X.2018/11-4/13

De Matos. C.. & Rossi. C. (2008). Word-of-Mouth Communications in Marketing: A Meta-Analytic Review of the Antecedents and Moderators. Journal of the Academy of Marketing Science. 36. 578–596. https://doi.org/10.1007/s11747-008-0121-1

Deng. Z.. Lu. Y.. Kee Wei. K.. & Zhang. J. (2010). Understanding Customer Satisfaction and Loyalty: An Empirical Study of Mobile Instant Messages in China. International Journal of Information Management - INT J INFORM MANAGE (Vol. 30). https://doi.org/10.1016/j.ijinfomgt.2009.10.001

Evans. J. R.. & Laskin. R. L. (1994). The Relationship Marketing Process : A Conceptualization and Application. Industrial Marketing Management. 23(December). 439–452. https://doi.org/10.1016/0019-8501(94)90007-8

Gounaris. S.. Dimitriadis. S.. & Stathakopoulos. V. (2010). An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e‐shopping. Journal of Services Marketing. 24(2). 142–156. https://doi.org/10.1108/08876041011031118

Gronroos. C. (1978). A Service‐Orientated Approach to Marketing of Services. European Journal of Marketing. 12(8). 588–601. https://doi.org/10.1108/EUM0000000004985

Hansen. P.. & Jonsson. S. (2014). Another Colonialism: Africa in the History of European Integration. Journal of Historical Sociology. 27(3). 442–461. https://doi.org/10.1111/johs.12055

Hsin Chang. H.. & Wang. H. (2011). The moderating effect of customer perceived value on online shopping behaviour. Online Information Review. 35(3). 333–359. https://doi.org/10.1108/14684521111151414

Karim. R. Al. (2020). Influence of Service Quality on Customer Satisfaction and Customer Loyalty in the Private Banking Sector of Bangladesh: A PLS Approach. Journal of Marketing and Information Systems. 1(3). 8–17. https://doi.org/10.31580/jmis.v1i3.1049

Kitapci. O.. Akdogan. C.. & Dortyol. İ. T. (2014). The Impact of Service Quality Dimensions on Patient Satisfaction. Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry. Procedia - Social and Behavioral Sciences. 148. 161–169. https://doi.org/https://doi.org/10.1016/j.sbspro.2014.07.030

Lee. G.. & Lin. H. (2005). Customer perceptions of e‐service quality in online shopping. International Journal of Retail & Distribution Management. 33(2). 161–176. https://doi.org/10.1108/09590550510581485

Li. W.. Dan. Q.. Chi. M.. & Wang. W. (2021). Influence of Price Level and Perceived Price Dispersion on Consumer Information Search Behaviour : Moderating Effect of Durables and Consumables.

Nguyen. D. T.. Pham. V. T.. Tran. D. M.. & Pham. D. B. T. (2020). Impact of service quality. customer satisfaction and switching costs on customer loyalty. Journal of Asian Finance. Economics and Business. 7(8). 395–405. https://doi.org/10.13106/JAFEB.2020.VOL7.NO8.395

Ofosu-Boateng. I.. & Acquaye. P. (2020). Effects of Service Quality and Customer Satisfaction on Customers’ Loyalty in the Hospitality industry of Ghana. European Journal of Business and Management Research. 5(5). 1–9. https://doi.org/10.24018/ejbmr.2020.5.5.538

Parasuraman. A. P.. Zeithaml. V. A.. & Berry. L. L. (1988). SERVQUAL : A multiple- Item Scale for measuring consumer perceptions of service quality. Journal of Retailing. 64(1).

Rantyanti. V. N. P.. & Halim. R. E. (2020). The influence of service innovation and service quality to customer satisfaction and loyalty in banking industry. European Journal of Molecular and Clinical Medicine. 7(1). 4026–4038.

Rowley. J.. & Dawes. J. (2000). Disloyalty: a closer look at non-loyals. Journal of Consumer Marketing. 17(6). 538–549.

Rust. R. T.. & Lemon. K. N. (2001). E-Service and the Consumer. International Journal of Electronic Commerce. 5(3). 85–101. https://doi.org/10.1080/10864415.2001.11044216

Setyawan. H.. & Yani. T. E. (2017). Improving Customer Loyalty Through Service Quality and Customer Satisfaction (A Study Conducted at Yani Salon. Demak). Economics and Business Solutions Journal. 1(1)(1). 65–74.

Sharma. G.. & Lijuan. W. (2014). The effects of online service quality of e-commerce Websites on user satisfaction Article information : The Electronic Library. 33(3). 468–485. https://doi.org/10.1108/EL-10-2013-0193

Sicilia. M.. Delgado-Ballester. E.. & Palazon. M. (2016). The need to belong and self-disclosure in positive word-of-mouth behaviours: The moderating effect of self–brand connection. Journal of Consumer Behaviour. 15(1). 60–71. https://doi.org/doi:10.1002/cb.1533

Söderlund. M. (1998). Customer satisfaction and its consequences on customer behaviour revisited. International Journal of Service Industry Management. 9(2). 169–188. https://doi.org/10.1108/09564239810210532

Stevano. Andajani. E.. & Rahayu. S. (2018). Influence Service Quality To Customer Satisfaction and Customer Loyalty Using Self Service Technology: Internet Banking. 5th International Conference on Business. Economic and Social Sciences (ICBESS) 2018. 22.

Wang. S.. Cavusoglu. H.. & Deng. Z. (2016). Early mover advantage in e-commerce platforms with low entry barriers: The role of customer relationship management capabilities. Information & Management. 53(2). 197–206. https://doi.org/https://doi.org/10.1016/j.im.2015.09.011

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. Dan Akuntansi). 4(3). 1061–1099.




How to Cite

Ngatno, & Eka Ariyanti, A. (2021). Effect of E-Service Quality on E-Satisfaction and E-Loyalty: Moderated by Purchase Frequency. Archives of Business Research, 9(7), 153–161. https://doi.org/10.14738/abr.97.10535