Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Inkubis: Jurnal Ekonomi dan Bisnis
Imam Subagyo
Universitas Esa Unggul
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Customer Loyalty Formation in Medical Device E-Commerce: The Role of Value Co-Creation, Brand Image, and E-Service Quality through Customer Satisfaction Imam Subagyo; Rhian Indradewa
Inkubis : Jurnal Ekonomi dan Bisnis Vol. 8 No. 3 (2026): INKUBIS Jurnal Ekonomi Dan Bisnis
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/inkubis.v8i3.416

Abstract

Background: Online sales have widened access to personal-use medical devices in Indonesia, but repeat purchasing is difficult to sustain because buyers must judge safety, authenticity, service reliability, and provider credibility at the same time. How these judgments combine to create loyalty remains insufficiently resolved. Objective: The study tested whether value co-creation (VCC), brand image (BI), e-service quality (ESQ), and customer perceived value (CPV) explain customer satisfaction (CS) and customer loyalty (CL), and whether CS carries any of those effects to CL. Methods: Survey data from 301 Indonesian consumers who had bought personal-use medical devices at least twice during the previous six months were analyzed with PLS-SEM in SmartPLS 3.0. Results: VCC (T = 2.341; p = 0.019) and BI (T = 2.206; p = 0.027) were associated with CS; CPV (T = 0.617; p = 0.541) and ESQ (T = 1.836; p = 0.064) were not. CL was associated with CS (T = 2.857; p = 0.004), ESQ (T = 2.852; p = 0.004), VCC (T = 5.386; p < 0.001), and BI (T = 3.255; p = 0.001), but not CPV (T = 1.377; p = 0.168). All four CS-mediated paths were non-significant. Conclusion: In this market, loyalty is explained more convincingly by direct relational, brand, and service effects than by a common satisfaction-mediated mechanism. Customer participation, brand credibility, and dependable digital service therefore deserve managerial priority.
Co-Authors Rhian Indradewa