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Title: The influence of Shopee’s e-service quality towards customer loyalty
Authors: Nurul Izyan Mat Daud 
Nur Athirah Syazwani Aziz 
Fatihah Mohd 
Nur Ain Ayunni Sabri 
Keywords: Convenience sampling;Customer loyalty;E-service;Marketplace platform
Issue Date: Jun-2021
Publisher: Journal of Entrepreneurship and Business
Journal: Journal of Entrepreneurship and Business 
The increase in online marketplaces requires online platforms to create solutions or form relationships with customers. Hence, the study examines the roles of electronic service (e-service) quality in Shopee towards customer loyalty. The study used a convenience sampling technique and collected data using questionnaires involving 248 final year students from Universiti Malaysia Kelantan (UMK), Pengkalan Chepa. The results showed a significant relationship between the independent variables, reliability and security of Shopee towards customer loyalty, respectively. Ultimately, the findings help the marketers develop e-service quality for customer engagement and customer loyalty. Consequently, business sustainability can be maintained.
ISSN: 2289-8298
Appears in Collections:Journal Indexed MyCite - FKP

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