/jurnalpengurusan Fri, 28 Nov 2025 08:38:29 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.1 /jurnalpengurusan/article/e-fulfilment-affecting-e-loyalty-mediated-by-e-satisfaction-and-e-trust-in-digital-landscape/?utm_source=rss&utm_medium=rss&utm_campaign=e-fulfilment-affecting-e-loyalty-mediated-by-e-satisfaction-and-e-trust-in-digital-landscape Fri, 28 Nov 2025 08:00:44 +0000 /jurnalpengurusan/?post_type=article&p=7920 In the digital age, e-fulfilment significantly influences e-loyalty in e-commerce. This study investigates the impact of e-fulfilment, including order accuracy, delivery timeliness, and inventory availability, on e-loyalty among e-commerce users in Malaysia. Using data from 785 respondents, Partial Least Squares Structural Equation Modelling (PLS-SEM) was employed to examine the relationships between e-fulfilment, e-trust, e-satisfaction, and e-loyalty. The findings reveal that e-fulfilment has a direct positive effect on e-loyalty. Additionally, e-trust and e-satisfaction significantly mediate the relationship between e-fulfilment and e-loyalty, underscoring their crucial roles in driving customer loyalty. In the e-commerce setting, the results illustrate the vital contribution of reliable and efficient fulfilment processes in fostering long-term loyalty through customer satisfaction and trust. E-commerce businesses must optimise their e-fulfilment strategies to increase satisfaction and trust in maintaining a competitive edge in the digital marketplace.

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