The Influence of E-service Quality, User Interface, and User Experience on Customer Loyalty Mediated by Payment Methods on Generation Z Market Place Customers in Medan City
DOI:
https://doi.org/10.22399/ijcesen.3223Keywords:
E-service Quality, User Interface, User Experience, Customer Loyalty, Payment Method, Market PlaceAbstract
Research to test what causes Generation Z currently really likes online shopping in Medan. This study uses a quantitative approach with the variables E-service Quality, user interface, and user experience. Data analysis uses the PLS-SEM hypothesis test with a sample of around 350 people. The results of the study indicate that E-Service Quality, User interface, and User experience have a positive and significant effect on customer loyalty in generation Z of Lazada Market Place customers in Medan City. Payment methods have a positive and significant effect on customer loyalty in generation Z of Lazada Market Place customers in Medan City. while E-Service Quality does not have a positive and significant effect on payment methods in generation Z of Lazada Market Place customers in Medan City. Likewise, User interface does not affect payment methods in generation Z of Lazada Market Place customers in Medan City. Furthermore, User experience has a positive and significant effect on payment methods in generation Z of Lazada Market Place customers in Medan City. However, E-Service Quality does not affect Customer Loyalty mediated by payment methods in generation Z of Lazada Market Place customers in Medan City. Furthermore, User interface does not affect Customer Loyalty mediated by payment methods in generation Z of Lazada Market Place customers in Medan City. However, User experience has a positive and significant effect on Customer Loyalty mediated by payment methods for Generation Z customers of the Lazada Market Place in Medan City.
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