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All Journal Enrichment : Journal of Management Journal of Social And Economics Research journal of social and economic research
Syafrizal
Andalas University
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences

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Customer Loyalty Research : The Cases of Existing E-Commerce Platforms Dea Cyntika Usmed; Syafrizal; Alfitman; Fera Yuliani; Tedi Hidayat
Enrichment : Journal of Management Vol. 12 No. 1 (2021): November: Management Science
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (839.187 KB)

Abstract

Customer loyalty has become primary challenge to the existing e-commerce platforms in the competitive business environment. This research aims to determine the effects of several variables related elements to increasing customer loyalty in the digitalization, such as social media marketing, online customer experience, satisfaction, and positive word of mouth. We received 252 feedbacks, then the data were analyzed by assisting PLS 3.3 Software through the technique of SEM. We found there are fifth hypothesis in line with expectation, and two of them are rejected.
ANALYSIS OF COOPERATION, ADAPTATION, EXPERTISE, AND COMMUNICATION EFFECTS ON SATISFACTION AND LOYALTY OF TELKOMSEL DISTRIBUTOR PARTNERS IN PADANG BRANCH Wira Pratiwi Asril; Syafrizal
Journal of Social and Economics Research Vol 3 No 2 (2021): JSER, December 2021
Publisher : Ikatan Dosen Menulis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (454.944 KB) | DOI: 10.54783/jser.v3i2.24

Abstract

This paper aims to clarify the relationship between cooperation, adaptation, expertise, and communication affecting customer satisfaction and loyalty in B2B environment. We use purposive sampling method and collect primary data: documentation and questionnaire as the media of data collection. The partial least square regression become the technique of analysis to test the probabilities of influences (direct/indirect) to asses the validity and realibility for outer model and structural model. The relationship quality aspects of telecommunication service (communication and expertise) positively related with customer loyalty which is mediated trough customer satisfaction. The study is one of the few empirical investigations into marketing relationship in B2B concept, based on cooperation, adaptation, expertise, communication and examining the mediating effect of customer satisfaction on customer loyalty. This study suggest that in developing country like Indonesia, communicatian on social media and celebrity endorsement more efficient in regional, but in district area we suggest that focus on salesman training (competences) and economy incentive for partners.
ANALYSIS OF COOPERATION, ADAPTATION, EXPERTISE, AND COMMUNICATION EFFECTS ON SATISFACTION AND LOYALTY OF TELKOMSEL DISTRIBUTOR PARTNERS IN PADANG BRANCH Wira Pratiwi Asril; Syafrizal
Journal of Social and Economics Research Vol 3 No 2 (2021): JSER, December 2021
Publisher : Ikatan Dosen Menulis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/jser.v3i2.24

Abstract

This paper aims to clarify the relationship between cooperation, adaptation, expertise, and communication affecting customer satisfaction and loyalty in B2B environment. We use purposive sampling method and collect primary data: documentation and questionnaire as the media of data collection. The partial least square regression become the technique of analysis to test the probabilities of influences (direct/indirect) to asses the validity and realibility for outer model and structural model. The relationship quality aspects of telecommunication service (communication and expertise) positively related with customer loyalty which is mediated trough customer satisfaction. The study is one of the few empirical investigations into marketing relationship in B2B concept, based on cooperation, adaptation, expertise, communication and examining the mediating effect of customer satisfaction on customer loyalty. This study suggest that in developing country like Indonesia, communicatian on social media and celebrity endorsement more efficient in regional, but in district area we suggest that focus on salesman training (competences) and economy incentive for partners.
Co-Authors Alfitman Alfitman Alfitman Alfitman Dea Cyntika Usmed Fera Yuliani Tedi Hidayat Wira Pratiwi Asril