The Effect of E-Service Quality on Customer Loyalty: A Case Study of My Pertamina Applications in Indonesia

The world is currently witnessing a shift towards a digital era, leading to changes in lifestyle. Many companies are undertaking digitalization initiatives to gain a competitive edge. These companies possess the necessary skills to implement digitalization strategies that enhance their operations and services. This study investigates how the quality of e-services, including efficiency, privacy, reliability, emotional benefits, and customer service, influences customer loyalty, both in terms of behavioral loyalty and attitudinal loyalty. This relationship is mediated by customer satisfaction and trust in the My Pertamina application. It emphasizes the importance for companies to enhance their service quality, particularly in the digitalization era, in order to maintain competitiveness in the market.

By supporting the growth of Micro, Small, and Medium Enterprises (MSMEs) through digital tools and training, this SDG fosters job creation and economic growth within the digital sector. As MSMEs leverage digital platforms to reach new customers and expand their reach, they create new employment opportunities. Innovation in secure online platforms is essential. This protects user data and fosters trust in the digital marketplace, encouraging businesses and consumers to engage confidently.

Keywords: SDG 8 (small enterprise, medium enterprise) , SDG 9 ( infrastructural development)