Pengaruh ServQual Terhadap EWOM Melalui Trust dan E-Satisfaction Online Merchant

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Research reveals electronic service quality boosts eWOM in online shoppers, suggesting trust is vital.

Electronic service quality positively impacts eWOM, mediated by trust, showing its strategic importance.
Respondents from two major Indonesian marketplaces provided data, indicating significant supplier influence on eWOM.
Analysis employed Smart PLS software to test relationships between service quality, trust, and eWOM.
The findings highlight the need for e-commerce platforms to enhance service quality to foster customer trust.

Yuliana et al. (2025) studied this question.

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