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All Journal Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer
Jihad Kamilullah
Fakultas Ilmu Komputer, Universitas Brawijaya
Computer Science & IT Control & Systems Engineering Education Electrical & Electronics Engineering Engineering

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Analisis Pengaruh Kepercayaan, Kepuasan, dan Reputasi Terhadap Loyalitas Konsumen Online Shop Dalam Pembelian Produk di Toko XYZ Jihad Kamilullah; Ari Kusyanti; Himawat Aryadita
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 2 No 7 (2018): Juli 2018
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

Toko XYZ is one of the online mall that carries the business model maket place, with Toko XYZ, every individual, small shop and brand, can compete and have an online store easily and for free. The development of Toko XYZ is very dependent on the growth rate of customers who buy products in the store, the more customers who are loyal to Toko XYZ will be more rapid growth. However, customer loyalty by certain factors, data from Yayasan Lembaga Konsumen Indonesia (YLKI) in 2016 shows complaints of e-commerce customers in Indonesia such as unposted items, unilateral cancellations, refund process, misleading information, and dispute resolution, with the existence of such problems leads to decreased customer loyalty. So this research will discuss about the influence of customer satisfaction, customer trust, and reputation of the company to customer loyalty at item purchasing in Toko XYZ. This study refers to previous research as the foundation of a conceptual framework which then hypothesized the relationship between the four construct. The sample in this research amounted to 150 data taken from users Toko XYZ. From the results of this research shows that Toko XYZ customer loyalty is strongly influenced by Toko XYZ reputation level and customer satisfaction level when purchasing products in Toko XYZ, then reputation is a major factor in increasing customer satisfaction, trust and loyalty.
Co-Authors ari kusyanti Himawat Aryadita