Title:
THE EFFECT OF E-SERVICE QUALITY AND CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AND TRUST ASMEDIATION VARIABLES FOR INSTAGRAM USERS IN BANDA ACEH

Authors:
Zulfadli, Abdul RahmanLubis and Permana Honneyta Lubis ,Indonesia

Abstract:
This research is to figure out the effectof E-Service Quality and Customer Relationship Management on customer loyalty with customer satisfaction and trust as a mediation variable. The population in this research is all customers who use Instagram in Banda Aceh. The sample is taken with Accidental sampling method. The calculation used is Maximum Likelihood Estimation (ML) and the number of sample that is 200 respondents, adjusted for Structural Equation Modeling (SEM). The mediation effectis testedusing Sobel test calculator. The result shows that E-Service Quality does not have a significant effect on Customer Satisfaction, Customer Relationship Management effects Customer Satisfaction significantly, E-Service Quality does not have a significant effect on Trust, Customer Relationship Management effects Trust significantly, Customer Satisfaction does not have a significant effect on Customer Loyalty significantly, Trust effects Customer Loyalty significantly, E-Service Quality effects Customer Loyalty mediated by Customer Satisfaction, Customer Relationship Management effects Customer Loyalty mediated by Trust, ofInstagramusers. The findings of this study prove the causality theory from before, whether influential or not, and become a new premise. The originality rests in the combination of the causality theories to be in a model, with the SEM statistical approach. The limitation risides in the amount of variables and object.These findings also contribute to the practical managers especially for the object in this research