The impact of e-service quality on foreign tourists' e-loyalty: the mediating role of e-satisfaction in Indonesia's immigration services

Abstract

Purpose This study examines how three dimensions of e-service quality e-Accessibility, e-Support Services and e-Information Quality influence foreign tourists' e-satisfaction and e-loyalty when using Indonesia's immigration e-services. Design/methodology/approach A total of 387 valid responses were collected using purposive sampling. Structural Equation Modelling (SEM) was applied to test both direct and mediating relationships. Findings The findings show that e-Accessibility has a positive direct effect on e-loyalty but no significant effect on e-satisfaction. In contrast, e-Support Services (β = 0.60, p < 0.001) and e-Information Quality (β = 0.27, p < 0.001) significantly improve e-satisfaction. E-satisfaction also positively influences e-loyalty (β = 0.43, p < 0.001) and mediates the effects of e-Support Services and e-Information Quality on e-loyalty. Research limitations/implications First, the research was conducted only in Central Java, and most respondents were recruited at major tourist destinations such as Borobudur, Prambanan and Malioboro. As a result, the findings may not fully represent all foreign tourists using Indonesia's immigration e-services in other regions. Second, the study used a cross-sectional design, which captures perceptions at one point in time and cannot fully explain how satisfaction or loyalty may change throughout the immigration process (Lin et al., 2005). Third, all data were self-reported and may be influenced by individual expectations, cultural backgrounds or personal experiences with digital systems (Salinas-Perez et al., 2024). Finally, the study focused only on three dimensions of e-service quality; other potentially important factors such as e-trust, website security or perceived risk were not included. Practical implications Improving support services and information quality can help reduce processing errors, prevent misunderstandings and enhance compliance with immigration requirements. When digital systems are easier to understand and more responsive, foreign tourists are more likely to complete procedures correctly, which benefits both the users and immigration authorities. Social implications This can support Indonesia's broader goals of promoting tourism, improving international mobility and strengthening the country's digital public service reputation. Originality/value The results highlight the fact that improving support responsiveness and information accuracy is more critical for enhancing satisfaction than accessibility alone. The study provides practical insights for digital service designers and immigration administrators seeking to strengthen foreign tourists' loyalty to Indonesia's immigration e-services.