@thesis{thesis,
		author={Prasetyo  Arief Wiratama},
		title ={Relationship Customer Loyalty, Customer Satisfaction, Customer Trust, and Service Quality in E-Commerce Setting (Case: Lazada)},
		year={2018},
		url={https://repository.ipmi.ac.id/224/},
		abstract={Purposes ? The aim of this study is to confirming the theory of empirical study of Loyalty in E-Commerce Settings by Ribbink et al. (2004) with case study: LAZADA Indonesia.  Design/methodology/approach ? This study is using Covariance-Based Structural Equation Modelling, and the variable are adopted by the study of Ribbink et al. (2004), which see the relationship of each dimension of Service Quality to Customer Satisfaction and Customer Trust, Customer Satisfaction to Customer Customer Trust and Customer Loyalty, and Customer Trust to Customer Loyalty. This study is focus on Jakarta Millennial generation. Findings  ?  The study found Website Design, Responsiveness, and Assurance has significant effect to Customer Satisfaction, Customization and Assurance has significant effect to Customer Trust, Customer Satisfaction has significant effect to Customer Trust and Customer Loyalty, and Customer Trust has significant effect to Customer Loyalty. 
 
Keywords: Customer Loyalty, Service Quality, Customer Satisfaction, Customer Trust, LAZADA, Business to Consumer E-Commerce}
		}