Determinants of E-Loyalty for Jamsostek Mobile Employment Service Application in Indonesia

This research intends to investigate the impact of E-Satisfaction in mediating the effect of E-Service Quality and E-Trust on E-Customer Loyalty on Employment Service Technology in Indonesia, also known as Jamsostek Mobile.The population in this research was Jamsostek Mobile (JMO) users in Pekanbaru City, Indonesia, with a total of roughly 30,000 subscribers each year 2023, and the sample acquired was 110 users.Simple Random Sample was used for the sampling approach.The data analysis method employs a Structural Equation Model (SEM) with Partial least Squares (PLS).The study indicates that for the Jamsostek Mobile Employment Service Application in Indonesia, E-Service Quality and E-Trust significantly and positively impact E-Customer Loyalty.Furthermore, Promotions also exert a substantial positive influence on E-Loyalty among these users.However, despite these positive influences, it was found that E-Satisfaction does not significantly affect E-Loyalty among the users of this service.Additionally, the role of E-Satisfaction as a mediator in the relationship between 1) E-Service Quality 2) E-Trust or 3) Promotion and user loyalty towards this service is not significant.