Author(s): Willy Arafah, Nico Lukito and Richardus Rikang
The purpose of this study was to determine in what extent e-service quality influences brand love, word of mouth, and purchase intention, furthermore how brand love influence word of mouth and purchase intention, as well as the influence of word of mouth to purchase intention, the study was conducted on one online application by (Brand “X”). This research revealed that e-service quality affects brand love, word of mouth, and purchase intention. Likewise, brand love influences word of mouth, and purchase intention, additionally word of mouth has a significant effect on purchase intention on (Brand “X”) consumers. The limitations of this study are the number of respondents who use the (Brand “X”) applicationAs a matter of fact, it is suggested that (Brand “X”) introduce online applications further to its consumers because it was expected that online application could build consumer's' love for the brand towards (Brand “X”) products, create positive word of mouth, and ultimately raise consumer willingness to shop (Brand “X”) products.