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All Journal Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Salsabela Eka Pancarini
Universitas Sarjanawiyata Tamansiswa Yogjakarta
Economics, Econometrics & Finance Social Sciences

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Faktor-Faktor yang Mempengaruhi Loyalitas Pelanggan: Salsabela Eka Pancarini; Ambar Lukitaningsih; Agus Dwi Cahya
Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol 5 No 6 (2023): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Research and Strategic Studies Center (Pusat Riset dan Kajian Strategis) Fakultas Syariah IAI Nasional Laa Roiba

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1079.877 KB) | DOI: 10.47467/alkharaj.v5i6.2701

Abstract

This research aims to test whether service quality, customer satisfaction, and brand image affect customer loyalty to Shopee users in the DIY area. This research took samples from several e-commerce users who were in the DIY area. The method of determining the sample is non-probability sampling using a purposive sampling method. Data collection was carried out using a questionnaire distributed using a google form. The number of questionnaires processed was 100 questionnaires obtained from the Hair formula, namely the indicator multiplied by 5. The research data were analyzed using multiple regression analysis and this processing was carried out using the SPSS version 26 application. The results of this study indicate that all independent variables simultaneously affect the dependent variable. But partially, Service Quality has no effect on Customer Loyalty, Customer Satisfaction has an effect on Customer Loyalty, and Brand Image has an effect on Customer Loyalty. Keywords: Service Quality; Customer Satisfaction; Brand Image; Service Loyalty
Co-Authors Agus Dwi Cahya Ambar Lukitaningsih