The impact of trust and service quality on customer loyalty in e-commerce
This study analyzes the effect of custumer trust and service quality on custumer loyalty through e-commerce custumer satisfaction. This research uses a survey method by distributing questionnaires distributed to Tokopedia, Shopee and Lazada constumers who make transactions in 2024. The object of thi...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Indonesian Institute for Counseling, Education and Therapy (IICET)
2024-08-01
|
| Series: | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
| Subjects: | |
| Online Access: | https://jurnal.iicet.org/index.php/jppi/article/view/4031 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1832584589742178304 |
|---|---|
| author | Harman Malau Juninetenth Keeply F Sitanggang |
| author_facet | Harman Malau Juninetenth Keeply F Sitanggang |
| author_sort | Harman Malau |
| collection | DOAJ |
| description | This study analyzes the effect of custumer trust and service quality on custumer loyalty through e-commerce custumer satisfaction. This research uses a survey method by distributing questionnaires distributed to Tokopedia, Shopee and Lazada constumers who make transactions in 2024. The object of this research is constumers of Tokopedia, Shopee and Lazada users in North Sumatra. The respondents of the study were taken by purposive sampling obtained 100 respondents. Data is processed using Smart PLS 3. The results of this study show that custumer satisfaction has a significant effect on custumer loyalty, satisfied custumers usually make repeat purchases. Custumers feel comfortable and trust in the company so they will do re-shopping. Satisfied custumers often recommend products to friends and relatives. Loyal custumers have high trust in the company. Custumers believe that the company will continue to provide good service. Custumer trust has no significant effect on custumer loyalty. Custumer trust does not have a significant effect on custumer satisfaction. Service quality does not have a significant effect on custumer loyalty. Product quality and delivery speed often have a greater impact on custumer loyalty compared to service quality. Custumers are more likely to be loyal to platforms that consistently provide quality products and fast delivery. Suggestions for researchers to add custumer behavior variables in digital environments. |
| format | Article |
| id | doaj-art-51aaf238640341e18befe453d0702744 |
| institution | Kabale University |
| issn | 2477-8524 2502-8103 |
| language | English |
| publishDate | 2024-08-01 |
| publisher | Indonesian Institute for Counseling, Education and Therapy (IICET) |
| record_format | Article |
| series | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
| spelling | doaj-art-51aaf238640341e18befe453d07027442025-01-27T12:38:04ZengIndonesian Institute for Counseling, Education and Therapy (IICET)JPPI (Jurnal Penelitian Pendidikan Indonesia)2477-85242502-81032024-08-0110336637310.29210/0202440312062The impact of trust and service quality on customer loyalty in e-commerceHarman Malau0Juninetenth Keeply F Sitanggang1Universitas Advent IndonesiaUniversitas Advent IndonesiaThis study analyzes the effect of custumer trust and service quality on custumer loyalty through e-commerce custumer satisfaction. This research uses a survey method by distributing questionnaires distributed to Tokopedia, Shopee and Lazada constumers who make transactions in 2024. The object of this research is constumers of Tokopedia, Shopee and Lazada users in North Sumatra. The respondents of the study were taken by purposive sampling obtained 100 respondents. Data is processed using Smart PLS 3. The results of this study show that custumer satisfaction has a significant effect on custumer loyalty, satisfied custumers usually make repeat purchases. Custumers feel comfortable and trust in the company so they will do re-shopping. Satisfied custumers often recommend products to friends and relatives. Loyal custumers have high trust in the company. Custumers believe that the company will continue to provide good service. Custumer trust has no significant effect on custumer loyalty. Custumer trust does not have a significant effect on custumer satisfaction. Service quality does not have a significant effect on custumer loyalty. Product quality and delivery speed often have a greater impact on custumer loyalty compared to service quality. Custumers are more likely to be loyal to platforms that consistently provide quality products and fast delivery. Suggestions for researchers to add custumer behavior variables in digital environments.https://jurnal.iicet.org/index.php/jppi/article/view/4031customer trustservice qualitycustomer loyaltycustomer satisfactione-commerce |
| spellingShingle | Harman Malau Juninetenth Keeply F Sitanggang The impact of trust and service quality on customer loyalty in e-commerce JPPI (Jurnal Penelitian Pendidikan Indonesia) customer trust service quality customer loyalty customer satisfaction e-commerce |
| title | The impact of trust and service quality on customer loyalty in e-commerce |
| title_full | The impact of trust and service quality on customer loyalty in e-commerce |
| title_fullStr | The impact of trust and service quality on customer loyalty in e-commerce |
| title_full_unstemmed | The impact of trust and service quality on customer loyalty in e-commerce |
| title_short | The impact of trust and service quality on customer loyalty in e-commerce |
| title_sort | impact of trust and service quality on customer loyalty in e commerce |
| topic | customer trust service quality customer loyalty customer satisfaction e-commerce |
| url | https://jurnal.iicet.org/index.php/jppi/article/view/4031 |
| work_keys_str_mv | AT harmanmalau theimpactoftrustandservicequalityoncustomerloyaltyinecommerce AT juninetenthkeeplyfsitanggang theimpactoftrustandservicequalityoncustomerloyaltyinecommerce AT harmanmalau impactoftrustandservicequalityoncustomerloyaltyinecommerce AT juninetenthkeeplyfsitanggang impactoftrustandservicequalityoncustomerloyaltyinecommerce |