Indonesian E-Commerce: The Influence and Factors on Tokopedia User Satisfaction and Loyalty

Authors

  • Ade Ilhamulloh Universitas Negeri Jakarta
  • Muhammad Fikri Alamsyah Universitas Negeri Jakarta
  • Osly Usman Universitas Negeri Jakarta

DOI:

https://doi.org/10.21009/ISC-BEAM.011.71

Keywords:

product quality, trust, service quality, user satisfaction, user loyalty

Abstract

In particular, this study looks for a significant link between customer satisfaction and customer satisfaction, service quality, and user loyalty, product quality and customer loyalty, trust and customer satisfaction, trust and user loyalty, customer satisfaction on user loyalty, service quality, product quality, and trust in customer satisfaction on user loyalty. using a hypethetico-deductive research approach in conjunction with quantitative methods. The study's findings indicate that Trust has a significant and positive impact on both customer satisfaction and customer loyalty, that customer satisfaction has a positive and significant impact on customer loyalty, and that service quality has a positive and significant impact on customer satisfaction and that product quality has a positive and significant influence on customer satisfaction and that the results indicate that service quality and customer loyalty are both important positive and insignificant intervening variables. Furthermore, there is a positive and insignificant relationship between product quality and customer loyalty and satisfaction, as well as trust in customer loyalty and satisfaction. In Tokopedia, customer satisfaction has a positive and significant impact on customer loyalty. the research found, and customer satisfaction is an intervening variable that is not significant in the relationship between service quality and product quality with customer loyalty, insignificant in the relationship between service quality and product quality with customer loyalty, and trust has a positive and significant influence on customer satisfaction and customer loyalty in Tokopedia.

References

(Wesli, 2015). (2011). Tinjauan Pustaka Tinjauan Pustaka. Convention Center Di Kota Tegal, 4(80), 4.
Abualsauod, E. H., & Othman, A. M. (2020). A study of the effects of online banking quality gaps on customers’ perception in Saudi Arabia. Journal of King Saud University -Engineering Sciences, 32(8), 536–542. https://doi.org/10.1016/j.jksues.2019.09.001
Ahmad, I., Farzan, R., Kapadia, A., & Lee, A. J. (2020). Tangible Privacy: Towards User-Centric Sensor Designs for Bystander Privacy. Proceedings of the ACM on Human-Computer Interaction, 4(CSCW2). https://doi.org/10.1145/3415187
Almira Amelia, & J.E Sutanto. (2018). Pengaruh Inovasi Produk Dan Kualitas Produk Terhadap Keputusan Pembelian Maison Nob. PERFORMA: Jurnal Manajemen Dan Start-Up Bisnis, 3(2), 250–259.
Atmoko, A. (2019). Desain dan Analisis Data Penelitian. September. https://doi.org/10.13140/RG.2.2.13297.86884Boonlertvanich, K. (2019). Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status. International Journal of Bank Marketing, 37(1), 278–302. https://doi.org/10.1108/IJBM-02-2018-0021
Cesariana, C., Juliansyah, F., & Fitriyani, R. (2022). Model Keputusan Pembelian Melalui Kepuasan Konsumen Pada Marketplace: Kualitas Produk Dan Kualitas Pelayanan (Literature Review Manajemen Pemasaran). Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 3(1), 211–224. https://doi.org/10.38035/jmpis.v3i1.867
Chandra, T. (2020). Service Quality, Consumer Satisfaction, dan Consumer Loyalty : Tinjauan Teoritis. In Angewandte Chemie International Edition, 6(11), 951–952.(Issue Mi).
Chen, H., & Li, W. (2019). Understanding commitment and apathy in is security extra-role behavior from a person-organization fit perspective. Behaviour and Information Technology, 38(5), 454–468. https://doi.org/10.1080/0144929X.2018.1539520
Cici, C., & Mardikaningsih, R. (2022). Pengaruh Kepribadian Merek, Pengalaman Merek, dan Cinta Merek The Body Shop terhadap Loyalitas Merek. Journal of Trends Economics and Accounting Research, 2(4), 93–99. https://doi.org/10.47065/jtear.v2i4.267
Crystallography, X. D. (2016). 済無No Title No Title No Title. 1–23.
Elizar, C., Indrawati, R., & Syah, T. Y. R. (2020). Service Quality, Customer Satisfaction, Customer Trust, and Customer Loyalty in Service of Paediatric Polyclinic Over Private H Hospital of East Jakarta, Indonesia. Journal of Multidisciplinary Academic, 4(2), 105–111.
Firmansyah, D., & Dede. (2022). Teknik Pengambilan Sampel Umum dalam Metodologi Penelitian: Literature Review. Jurnal Ilmiah Pendidikan Holistik (JIPH), 1(2), 85–114. https://doi.org/10.55927/jiph.v1i2.937
Hernikasari, I., Ali, H., & Hadita, H. (2022). Model Citra Merek Melalui Kepuasan Pelanggan Bear Brand: Harga Dan Kualitas Produk. Jurnal Ilmu Manajemen Terapan, 3(3), 329–346. https://doi.org/10.31933/jimt.v3i3.837
Idayati, I., Kesuma, I. M., Aprianto, R., & Suwarno, S. (2020). The Effect of Service Quality on Citizen’s Expectation Through Dimension of Tangible, Emphaty, Reliability, Responsiveness and Assurance (TERRA). Sriwijaya International Journal of Dynamic Economics and Business, 4(3), 241. https://doi.org/10.29259/sijdeb.v4i3.241-252
Irawan, M. R. N. (2020). Pengaruh Kualitas Produk, Harga Dan Promosi Terhadap Minat Beli Konsumen Pada PT Satria Nusantara Jaya. Ekonika : Jurnal Ekonomi Universitas Kadiri, 5(2), 140. https://doi.org/10.30737/ekonika.v5i2.1097
Jeklin, A., Bustamante Farías, Ó., Saludables, P., Para, E., Menores, P. D. E., Violencia, V. D. E., Desde, I., Enfoque, E. L., En, C., Que, T., Obtener, P., Maestra, G. D. E., & Desarrollo, E. N. (2016). 済無No Title No Title No Title. Correspondencias & Análisis, 19(15018), 1–23.
Kepemimpinan, P., Organisasi, P., Motivasi, D. A. N., Efektifitas, T., Pegawai, K., Dinas, P., Daerah, P., & Bogor, K. (2015). Jurnal Manajemen Jurnal Manajemen. Pengaruh Celebrity Endorsement, Brand Image, Dan Testimoni Terhadap Minat Beli Konsumen Produk Mie Instan Lemonilo Pada Media Sosial Instagram, 6(1), 131–143.
Magdalena, R., & Angela Krisanti, M. (2019). Analisis Penyebab dan Solusi Rekonsiliasi Finished Goods Menggunakan Hipotesis Statistik dengan Metode Pengujian Independent Sample T-Test di PT.Merck, Tbk. Jurnal Tekno, 16(2), 35–48. https://doi.org/10.33557/jtekno.v16i1.623
Mufidah, W. (2021). Pengaruh kelengkapan produk, harga dan kualitas pelayanan terhadap kepuasan konsumen pada toko tugu gede mayong. Jurnal Ekonomi Mahasiswa (JEKMA), 2(3), 149. https://books.google.co.id/books?id=MvI3EAAAQBAJ&hl=id
Niken Nanincova. (2019). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Noach Cafe and Bistro. Agora, 7(2), 1–5.
Nurfauzi, Y., Taime, H., Hanafiah, H., Yusuf, M., Asir, M., Majenang, S., Jambatan Bulan, S., Bina Bangsa, U., Bandung, S., & Makassar, I. (2023). Literature Review: Analysis Of Factors Influencing Purchasing Decisions, Product Quality And Competitive Pricing Literature Review: Analisis Faktor yang Mempengaruhi Keputusan Pembelian, Kualitas Produk dan Harga Kompetitif. Management Studies and Entrepreneurship Journal, 4(1), 183–188. http://journal.yrpipku.com/index.php/msej
Oktavian, D. T. R. I., Islam, U., Sunan, N., Surabaya, A., Ekonomi, F., Bisnis, D. A. N., & Manajemen, P. S. (2019). Analisis Pengaruh Kualitas Layanan Dan Kepuasan Konsumen Terhadap Loyalitas Konsumen CV Almaguna Cargo.
Parashakti, R. D., & Putriawati. (2020). Pengaruh Keselamatan Dan Kesehatan Kerja (K3), Lingkungan Kerja Dan Beban Kerja Terhadap Kinerja Karyawan. Jurnal Ilmu Manajemen Terapan, 1(3), 290–304. https://doi.org/10.31933/jimt.v1i3.1131019
Putri, R. J. (2023). Pengaruh Kecepatan Layanan dan Keamanan Sistem Informasi terhadap Kepuasan yang Dimoderasi oleh Kepercayaan Mahasiswa Universitas Negeri Padang pada Penggunanaan BRIZZI Trans Padang. 02(1), 72–86.
Putro, S. W. (2014). Pengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Kepuasan Pelanggan Dan Loyalitas Konsumen Restoran Happy Garden Surabaya. Jurnal Manajemen Pemasaran, 2(1), 1–9. http://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/1404
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Riyanto, A. (2018). Implikasi Kualitas Pelayanan Dalam Meningkatkan Kepuasan Pelanggan Pada Pdam Cibadak Sukabumi. Ecodemica, 2(1), 117–124. https://ejournal.bsi.ac.id/ejurnal/index.php/ecodemica/article/view/2911/pdf
Rohman, F., & Huda, E. M. K. (2020). Perancangan Sistem Surat Jalan Trucking Pada PT. Tirta Indra Kencana Berbasis Web (Desktop & Web Programing). Indonesian Journal on Networking and Security, 9(2), 1–8.
Rohman, T. (2019). Landasan Teori, Kualitas Layanan. Psikologi Perkembangan, October 2013, 1–224.
Rohmawati, Z. (2018). Kualitas, Harga Dan Keragaman Produk Terhadap Loyalitas Pelanggan. Jurnal Riset Entrepreneurship, 1(2), 19. https://doi.org/10.30587/jre.v1i2.418
Samara, A. (2023). Pengaruh Kemudahan Penggunaan , Pengalaman Pengguna Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Penggunaan Aplikasi Dompet Digital ( E-Wallet ) di Kalangan Mahasiswa Universitas Buddhi Dharma. 1(2).
Sambodo Rio Sasongko. (2021). Faktor-Faktor Kepuasan Pelanggan Dan Loyalitas Pelanggan (Literature Review Manajemen Pemasaran). Jurnal Ilmu Manajemen Terapan, 3(1), 104–114. https://doi.org/10.31933/jimt.v3i1.707
Sari, N. M. D. S., & Jatra, I. M. (2019). Peran Kepuasan Pelanggan Dalam Memediasi Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan Kfc Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana, 8(12), 7349. https://doi.org/10.24843/ejmunud.2019.v08.i12.p22
Septiani, Y., Arribe, E., & Diansyah, R. (2020). ( Studi Kasus : Mahasiswa Universitas Abdurrab Pekanbaru ). Jurnal Teknologi Dan Open Source, 3(3), 131–143.Setyani, Lintang Ayu Diponegoro, U. (2014). PELANGGAN MELALUI KEPUASAN PELANGGAN ( Studi Pada Griya Kecantikan Aura Kota Semarang ) SKRIPSI. 1–63.
Shony Azar, M. A., & Efendi, A. (2020). Pengaruh Kecepatan Layanan Dan Keramahan Layanan Terhadap Kepuasan Pelanggan Dirumah Kopi Lamongan. HUMANIS: Jurnal Ilmu-Ilmu Sosial Dan Humaniora, 12(2), 136–148. https://doi.org/10.52166/humanis.v12i2.1969
Tirtayasa, S., Lubis, A. P., & Khair, H. (2021). Keputusan Pembelian: Sebagai Variabel Mediasi Hubungan Kualitas Produk dan Kepercayaan terhadap Kepuasan Konsumen. Jurnal Inspirasi Bisnis Dan Manajemen, 5(1), 67. https://doi.org/10.33603/jibm.v5i1.4929
Utami, A. R. H. (2020). Pengaruh Persepsi Kemudahan, Kepercayaan, Keamanan Dan Persepsi Resiko Terhadap Minat Menggunakan E-Commerce. Prisma (Platform Riset Mahasiswa Akuntansi), 01, 79–93. http://ojs.stiesa.ac.id/index.php/prisma/article/view/694%0Ahttp://ojs.stiesa.ac.id/index.php/prisma/article/download/694/265
Vikasari, C. (2018). Sistem Informasi Manajemen Pada Jasa Expedisi Pengiriman Barang
1st International Students Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM 2023)1020Berbasis Web. JATISI (Jurnal Teknik Informatika Dan Sistem Informasi), 4(2), 123–132. https://doi.org/10.35957/jatisi.v4i2.94
Wahyuni, N., Suryati, N., Yarda Ningsih, V., & Heriyanto, H. (2023). Kinerja Produksi Dan Kelayakan Finansial Sagu Aren Pada Agroindustri Sagu Aren Harapan Di Kota Lubuklinggau. Jurnal AGRIBIS, 16(2), 2164–2175. https://doi.org/10.36085/agribis.v16i2.5562
Widyo Kristantyo, A. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan. Bulletin of Management and Business, 2(1), 1–11. https://doi.org/10.31328/bmb.v2i1.133
Zickuhr, B. K. M. (2016). No 主観的健康感を中心とした在宅高齢者における健康関連指標に関する共分散構造分析Title. June.

Downloads

Published

2024-03-10

How to Cite

Ilhamulloh, A., Alamsyah, M. F. ., & Usman, O. (2024). Indonesian E-Commerce: The Influence and Factors on Tokopedia User Satisfaction and Loyalty. International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM), 1(1), 1009–1020. https://doi.org/10.21009/ISC-BEAM.011.71

Most read articles by the same author(s)

1 2 > >>