Faktor-Faktor yang Mempengaruhi Kepuasan, Loyalitas, dan Kepercayaan Pelanggan pada E-Commerce Shopee

Authors

  • Agustian Burda Manajemen, Sekolah Tinggi Ilmu Ekonomi Indonesia
  • Ambar Tyas Kusumo Manajemen, Sekolah Tinggi Ilmu Ekonomi Indonesia

https://doi.org/10.33476/jeba.v7i2.3417

Keywords:

E-commerce, Satisfaction, Customer Trust, Loyalty.

Abstract

The purpose of this study is to examine the impact of price, discount, free shipping, product quality, service quality, user safety, and perceived usefulness on consumer satisfaction, loyalty, and trust in Shopee e-commerce. This study employed the Structural Equation Model-Partial Least Square (SEM-PLS) approach with the SMART PLS 4.0 software. To obtain a research sample of 140 individuals, the sample is decided through random sampling. User satisfaction is affected by discounts, free shipping, and perceived usefulness, according to the study's findings. Where consumer pleasure has an impact on customer loyalty and confidence. Additionally, it is established that loyalty influences user trust

Downloads

Published

2023-02-15

Issue

Vol. 7 No. 2 (2022): JULI - DESEMBER 2022

Section

Articles

License

Proposed Policy for Journals That Offer Open Access

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0).

Authors who publish with Journal of Economics and Business Aseanomics (JEBA) agree to the following terms:

1. For all articles published in Journal of Economics and Business Aseanomics (JEBA), copyright is retained by the authors. Authors permit the publisher to announce the work with conditions. When the manuscript is accepted for publication, the authors agree to the publishing right's automatic transfer to the publisher.

3. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.

4. Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.

5. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during the submission process, as it can lead to productive exchanges and earlier and greater citation of published work (See The Effect of Open Access).