Work

Measuring Customers Loyalty Through Satisfaction In E-Commerce: An Empirical Study On Tokopedia

Year: 2024

Type: article

Abstract: This study aims to empirically examine the impact of e-service quality, e-commerce innovation, utilitarian value, and hedonic value on customer loyalty, with customer satisfaction as a mediating variable at Tokopedia. The research population consists of Tokopedia users in Jakarta. The sample for this study includes 252 participants selected through screening questions and collected online via Google Forms using judgmental sampling. The data is processed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate a positive and significant influence of e-service quality, e-commerce innovation, utilitarian value, and hedonic value on customer loyalty, both directly and indirectly, through the mediation of customer satisfaction.

Source: Jurnal Manajemen

DOI: 10.24912/jm.v28i3.1967

Authors: Vania Tanlim, Tommy Setiawan Ruslim

Institution: Tarumanagara University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: gold

Estimated APC paid: $98

OpenAlex ID: W4403961693

FWCI: 1.031

Cites: 23

Cited by: 2

Related to: 10