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All Journal Indonesian Journal of Computing, Engineering, and Design Indonesian Journal of Fundamental Sciences Journal of Community Services: Sustainability and Empowerment
islam, sri susilawati
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Journal : Indonesian Journal of Computing, Engineering, and Design

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Measuring E-Commerce Customer Satisfaction and Loyalty in Jakarta Using E-SERVQUAL and IPA Case Study JD.ID Islam, Sri Susilawati; Redi, Anak Agung Ngurah Perwira; Lestari, Tika Endah; Prasetyo, Yogi Tri; Effendi, Nabila Salsabillah; Young, Michael Nayat
Indonesian Journal of Computing, Engineering, and Design (IJoCED) Vol. 7 No. 1 (2025): IJoCED
Publisher : Faculty of Engineering and Technology, Sampoerna University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35806/ijoced.v7i1.506

Abstract

In order to improve customer satisfaction and loyalty to e-commerce, certain aspects of e-service quality need to be emphasized. To evaluate the collected data, the study employs SEM-PLS, and Importance Performance Map Analysis (IPA). The findings show that variables such as website reliability, security, compensation, responsiveness, personalization, and assurance significantly affect consumer satisfaction, which in turn has a positive influence on customer loyalty. According to the results of the IPA research, e-commerce must concentrate on security factors which have 0.086 importance to strengthen its security controls and increase customer loyalty and trust. Hence, to maintain high-priority variables, e-commerce should also maintain website design variables and customer satisfaction.
Co-Authors AA Sudharmawan, AA Anak Agung Ngurah Perwira Redi Bryan, Jonathan Effendi, Nabila Salsabillah Effendy, Muhammad Ikhsan Handani, Nadya Geraldine Ifat, Ifat Ilham Prasetyo Ilham, Oryzea Sativa Iwan Setiawan Kalam, Ikramin Kushendarsyah Saptaji Lestari, Tika Endah Liman, Surya Danusaputro Lubis, Steven Abed Daniel Mileniawati, Indah Riantantri Muhammad Agni Catur Bhakti Muhammad Lukman Baihaqi Alfakihuddin Muhril Ardiansyah Nurprihatin, Filscha Pangaribuan, Christian Haposan Prasetyo, Yogi Tri Putra, Indra Pertama Rafie Djajasoepena Santo Tjhin Siswojo, Nathanael Ansel Triawan, Farid Wandy Wandy Young, Michael Nayat