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All Journal Jurnal Ecodemica : Jurnal Ekonomi Manajemen dan Bisnis Jurnal Khatulistiwa Informatika Cakrawala : Jurnal Humaniora Bina Sarana Informatika JITK (Jurnal Ilmu Pengetahuan dan Komputer) Jurnal Abdimas Mandiri Literatus Bulletin of Computer Science and Electrical Engineering (BCSEE) Quantitative Economics and Management Studies International Journal of Social and Management Studies (IJOSMAS) Kontigensi: Jurnal Ilmiah Manajemen Jurnal Ekonomi Jurnal Esensi Infokom: Jurnal Esensi Sistem Informasi dan Sistem Komputer Golden Ratio of Human Resource Management Jurnal Akuntansi Dan Bisnis Indonesia (JABISI) Jurnal Ilmiah Teknik Informatika (TEKINFO) JMAEKA: Jurnal Manajemen Ekonomi Akuntansi
Aan Rahman
Universitas Bina Sarana Informatika
Religion Arts Humanities Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Transportation

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Journal : Quantitative Economics and Management Studies

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The Effect Of Customer Satisfaction And Trust On Customer Loyalty In The Shopee Marketplace Nyoman Suardhita; Rini Martiwi; Instianti Elyana; Aan Rahman
Quantitative Economics and Management Studies Vol. 5 No. 2 (2024)
Publisher : PT Mattawang Mediatama Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/454RI.qems2494

Abstract

This research aims to test the influence of trust and customer satisfaction on customer loyalty, test the influence of trust on customer loyalty and test the influence of customer satisfaction on customer loyalty. This research uses a quantitative descriptive method by distributing questionnaires via Google Form with purposive sampling, namely Shopee users as an online shopping platform for consumers in Depok. A purposive sampling method of 150 respondents was used for the sampling. SPSS 26 was used to calculate the multiple linear regression variable test to analyze the research data results. The research results show that customer satisfaction and trust are important in forming customer loyalty to Shopee. Factors such as ease of use, wide product selection, responsive customer service, and security of online transactions influence customer satisfaction levels. In addition, customer trust in the security of online transactions and product quality also plays a key role in building long-term relationships between customers and e-commerce platforms. The R square value of 0.725 indicates that most of the variation in customer loyalty levels can be explained by customer satisfaction and trust in Shopee in Depok. At the same time, the rest is influenced by other factors, such as quality. Product and brand preferences.
Co-Authors Adianta Sebayang Adianta Sebayang Alsen Medikano Aprillia aprillia Arman Syah Putra Bilgah Bilgah Dede Suleman Dedi Saputra Dedi Suharyadi Dinda Aprilia Etik Dwi Styaningrum Fajar Akbar Haryani Helmy Ivan Taruna Instianti Elyana Instianti Elyana Instianti Elyana, Instianti Lisnawanty Lutfi Dzulkhan Zakir Martias Martias Mety Titin Herawaty Muhammad Yusuf Nurul Aisyah Nurul Aisyah Nyoman Suardhita Nyoman Suardhita nyoman suardhita, nyoman Nyoman Suardita Puji Yuniarti Putra, Akbar Aprianto Ratih Setyo Rini Rini Martiwi Rio Wirawan Rio Wirawan Riswandi Riswandi Rohimah, Luthfia Susan Rachmawati Susan Rahmawati