Customer Loyalty in Online Shopping

Sari, Oktaviana Armita; Setyawan, Anton Agus

doi:10.2991/aebmr.k.220602.043

Cited by 2 publications

(2 citation statements)

References 6 publications

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“…Trust is a psychological state that involves a willingness to accept one's vulnerability but with the expectation that the other party will act honorably [3]. Customer trust can be interpreted as the customer's willingness to rely on the seller and take action in circumstances where this action makes the customer pay attention to the seller [4]. Trust arises when sellers understand customer needs, respect them, and offer relevant services [5].…”

Section: Trustmentioning

confidence: 99%

The Influence of Online Shopping Ethics on Trust, Repurchase Intention And Loyalty: Perception of Economics And Business Students

Yuniarwati,

Ardana,

Yusianto

et al. 2023

Proceedings of the 5th International Public Sector Conference, IPSC 2023, October 10th-11th 2023, Bali, Indonesia

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The popularity of online shopping has grown tremendously due to its ease of use, convenience, and cost-effectiveness. However, this trend has also brought about ethical concerns, as it creates a new environment for unethical behavior. Despite the importance of online shopping, there has been little research on the ethical behavior of online retailers. This study aimed to examine the impact of online shopping ethics on trust, repurchase intention, and loyalty among economics and business students. Data was collected through a questionnaire and analyzed using Smart PLS. The results indicate that online shopping ethics has a significant positive effect on trust, repurchase intention, and loyalty. Therefore, it is crucial for online retailers to prioritize ethical behavior to build customer trust, foster repeat business, and sustain long-term success.

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Section: Trustmentioning

confidence: 99%

The Influence of Online Shopping Ethics on Trust, Repurchase Intention And Loyalty: Perception of Economics And Business Students

Yuniarwati,

Ardana,

Yusianto

et al. 2023

Proceedings of the 5th International Public Sector Conference, IPSC 2023, October 10th-11th 2023, Bali, Indonesia

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“…A. Sari & Setyawan, 2022) bahwa kepercayaan online berpengaruh pada loyalitas konsumen berbelanja online. Menurut (Shafiee & Bazargan, 2018) pedagang online perlu menemukan cara untuk menjaga pelanggan yang sudah percata agar tetap puas dan loyal.…”

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Loyalitas Pelanggan E-Commerce Shopee Di Kota Pontianak

Suhendry¹

2023

ECOBISMA

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AbstrakPandemi Covid-19 yang melanda Indonesia membuat masyarakat melakukan berbagai aktivitasnya secara online. Hal ini membuat e-commerce menjadi pilihan yang banyak digunakan masyarakat saat berbelanja. Peningkatan transaksi e-commerce mendorong perusahaan e-commerce berlomba-lomba untuk menjadi pilihan pertama masyarakat dalam bertransaksi, satu di antaranya adalah Shopee. Namun di saat transaksi e-commerce masyarakat Indonesia meningkat di tahun 2021, peringkat shopee turun ke peringkat kedua berdasaran survei yang dilaksanakan oleh iPrice. Terdapat beberapa faktor yang mempengaruhi loyalitas pelanggan. Satu di antaranya adalah kualitan pelayanan elektronik. Tujuan penelitian ini adalah untuk mengetahui apakah variabel kualitas pelayanan elektronik memiliki pengaruh yang signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan sebagai variabel interverning, dan untuk mengetahui pengaruh kepuasan pelanggan sebagai variabel intervening terhadap loyalitas pelanggan. Penelitian ini termasuk jenis penelitian asosiatif kausal yang dilaksanakan di Kota Pontianak. Variabel penelitian ini terdiri atas variabel bebas yaitu kualitas pelayanan elektronik, variabel terikat yaitu loyalitas pelanggan, dan variabel interverning yaitu kepuasan pelanggan e-commerce Shopee. Teknik analisis data dalam penelitian ini menggunakan Partial Least Square. Penelitian ini menunjukkan bahwa variabel kepuasan pelanggan berpengaruh signifikan terhadap loyalitas pelanggan secara parsial dan variabel kualitas pelayanan elektronik berpengaruh terhadap loyalitas pelanggan secara tidak langsung melalui kepuasan pelanggan pada e-commerce Shopee.Kata kunci: Kualitas Pelayanan Elektronik; Kepuasan Pelanggan; Loyalitas Pelanggan; e-commerce Shopee. AbstractCovid-19 pandemic in Indonesia has forced people to carry out various activities online. This makes many people use e-commerce when shopping. The increase in e-commerce transactions has encouraged e-commerce companies to compete to become the first choice in transactions, include Shopee. However, when e-commerce transactions increased in 2021, Shopee's ranking dropped to second place based on a survey conducted by iPrice. There are several factors that affect customer loyalty. One of them is electronic service quality. The purpose of this study was to determine whether the electronic service quality variable has a significant influence on customer loyalty through customer satisfaction as an intervening variable, and customer satisfaction on customer loyalty. This research is a type of causal associative research conducted in Pontianak. Variables of this study consist of independent variable, namely electronic service quality, dependent variable, namely customer loyalty, and intervening variable, namely Shopee e-commerce customer satisfaction. Data analysis technique in this study uses Partial Least Square. This study shows that the variable customer satisfaction has a significant effect on customer loyalty partially and the electronic service quality variable has an effect on customer loyalty indirectly through customer satisfaction on Shopee e-commerce.Keywords: Electronic Service Quality; Customer Satisfaction; Customer Loyalty; e-commerce Shopee.

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Customer Loyalty in Online Shopping

Cited by 2 publications

References 6 publications

The Influence of Online Shopping Ethics on Trust, Repurchase Intention And Loyalty: Perception of Economics And Business Students

The Influence of Online Shopping Ethics on Trust, Repurchase Intention And Loyalty: Perception of Economics And Business Students

Loyalitas Pelanggan E-Commerce Shopee Di Kota Pontianak

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