e-Fulfilment Affecting e-Loyalty Mediated by e-Satisfaction and e-Trust in Digital Landscape
e-Pemenuhan Mempengaruhi e-Kesetiaan yang Dimediasi oleh e-Kepuasan dan e-Kepercayaan dalam Lanskap Digital

Faculty of Economics and Muamalat
Universiti Sains Islam Malaysia
Bandar Baru Nilai
71800 Nilai, Negeri Sembilan, MALAYSIA.

nuradli@usim.edu.my

Faculty of Economics and Muamalat
Universiti Sains Islam Malaysia
Bandar Baru Nilai
71800 Nilai, Negeri Sembilan, MALAYSIA.

wrasyidah@usim.edu.my

Faculty of Sains and Technology
Universiti Sains Islam Malaysia
Bandar Baru Nilai
71800 Nilai, Negeri Sembilan, MALAYSIA.

hanifah@usim.edu.my

Faculty of Economics and Muamalat
Universiti Sains Islam Malaysia
Bandar Baru Nilai
71800 Nilai, Negeri Sembilan, MALAYSIA.

umihamidaton@usim.edu.my

Abstract

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.

Keywords

e-commerce; e-fulfilment; e-loyalty; e-satisfaction; e-trust
https://doi.org/10.17576/pengurusan-2025-75-7

Citation

Mohd Dali, N. R. S., Wan Nawang, W. R., Abdul Hamid, H., & Mohd Soffian Lee, U. H. (2025). e-Fulfilment Affecting e-Loyalty Mediated by e-Satisfaction and e-Trust in Digital Landscape. Jurnal Pengurusan, 75, –. https://doi.org/10.17576/pengurusan-2025-75-7

@article{,
  title={e-Fulfilment Affecting e-Loyalty Mediated by e-Satisfaction and e-Trust in Digital Landscape},
  author={Mohd Dali, Nuradli Ridzwan Shah and Wan Nawang, Wan Rasyidah and Abdul Hamid, Hanifah and Mohd Soffian Lee, Umi Hamidaton},
  journal={Jurnal Pengurusan},
 

volume={75},
  number={},
  pages={—},
  year={2025},
  doi={https://doi.org/10.17576/pengurusan-2025-75-7},
  publisher={Penerbit UKM},
}

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75 (2025) –

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