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All Journal JURNAL MAGISTER HUKUM UDAYANA Jurnal Sains dan Seni ITS Novum : Jurnal Hukum IPTEK Journal of Proceedings Series Pandecta Dinar: Jurnal Ekonomi dan Keuangan Islam Jurnal Cakrawala Hukum Jurnal Desain Interior Journal of Islamic Architecture PRODUCTUM : Jurnal Desain Produk (Pengetahuan dan Perancangan Produk) Jurnal Ilmiah Galuh Justisi Waca Cipta Ruang: Jurnal Ilmiah Desain Interior Reswara: Jurnal Pengabdian Kepada Masyarakat International Journal of Educational Research and Social Sciences (IJERSC) Keadilan Journal of Social Research Factory Jurnal Industri, Manajemen dan Rekayasa Sistem Industri Journal Research of Social Science, Economics, and Management Eduvest - Journal of Universal Studies Sewagati Nusantara Journal of Multidisciplinary Science Keadilan
Mahendra Wardhana, Mahendra
Departemen Desain Interior Fakultas Arsitektur Desain Dan Perencanaan Institut Teknologi Sepuluh Nopember, Surabaya 60111 Indonesia
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Journal : Journal of Social Research

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Analysis of the Impact of UI/UX Elements on User Satisfaction and Loyalty In E-Commerce Platforms: An Empirical Study on the Tokopedia Platform Talmera, Annisa Triana; Wardhana, Mahendra; Ratnasari, Vita
Journal of Social Research Vol. 4 No. 8 (2025): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v4i7.2613

Abstract

The increasingly intense competition in Indonesia's e-commerce industry is compelling platforms like Tokopedia to shift from price war strategies to enhancing user experience to build long-term loyalty. This study aims to analyze the influence of User Interface (UI) and User Experience (UX) elements on User Satisfaction and User Loyalty on the Tokopedia platform. Specifically, this research also examines the mediating role of User Satisfaction in the relationship between UI/UX and User Loyalty. This research utilizes a quantitative approach with non-probability sampling through a purposive sampling technique. Data were collected via an online questionnaire distributed to 150 active Tokopedia users residing in the Jabodetabek area. The data analysis technique used is Partial Least Squares Structural Equation Modeling (PLS-SEM) with the SmartPLS 4 software. The results indicate that User Interface (UI) and User Experience (UX) have a positive and significant effect on User Satisfaction. Subsequently, User Satisfaction is also proven to have a positive and significant effect on User Loyalty. However, the key finding of this research is the insignificance of the direct effects of UI and UX on User Loyalty. Further analysis confirms the role of User Satisfaction as a full mediation variable. This indicates that the entire influence of UI and UX on User Loyalty is fully channeled through User Satisfaction. This study concludes that satisfaction is a crucial strategic bridge that must be crossed to convert a good user experience into tangible customer loyalty. The implication for Tokopedia is that investments in UI/UX improvements will not be effective in increasing loyalty if they are not accompanied by strategies that ensure these features genuinely satisfy users first.
Co-Authors Adi Soeprijanto Adibah Yusuf Aditya Andhy Prabowo Adlina, Saarah Dewi Afifah, Intis Hariah Nur Agista Maulidiya Rochmah Ahmadina, Putri ahmadina Ailsashofa Alfadhila Amin, Ahmad Hanan Ammalia, Nuuru Rizky Anggra Ayu Rucitra Anggra Ayu Rucitra Anggra Ayu Rucitra, Anggra Ayu Anggri Indraprasti Anjar, Byanca Putri Ardiantono, Dewie Saktia Aria Weny Anggraita Arifah, Nurmalita Fajar Arinto Nugroho Arinto Nugroho Aris, Kamila Fakhriyah Astrid Amidiaputri At-Taqi, Abdul Muta'ali Muharik Author, Ahmad Nailul Bambang Kartono Kurniawan Beatrix, Putry Reydiana Berto Mulia Wibawa Budiono Budiono Byantoro, Muhammad Billva Caesario Ari Budianto Caesario Ari Budianto, Caesario Ari Chrysan Adi Putri CORRY LIANA Dewangga, Erdian Okta Bima DITA PERWITASARI Donny Revangga Adityara El Fachriza, Dimas Aditya Eny Sulistyowati ENY SULISTYOWATI Ervianti , Berlian Lusia Faruq, Muhammad Fazrin, Ravina FITHRONI, HIJRIN Fredy Kurniawan Hamidah, Niswatul Hamidah, Sinta Nur Haq, Qonita Nadya Harus Laksana Guntur Hasyyati, Astrid Amidiaputri Imam Abadi Indianna Putri Dharmawan Iqbal, Muhammad Firdaus Ismar M. S. Usman Karima, Tirsa Okta Kayungyun, Inggrid Rahadyan Khairunnisa, Ibtisam Mumtaz Khairunnisa, Nisrina Lea Kristina Anggraeni Loggar Bhilawa Lovisonnya, Intan Mareta, Alicia Masnun, Muh Ali Masnun, Muh Ali Masnun, Muh. Ali Meydiandra, Falah Mohammad Herli Nabyla, Aisy Lubna Nadinda, Septania Olivia Nadya Rizky Fitriana Nangkula Utaberta Nany Maryani Nikita Bunga Pratiwi Nurdini Elsa Indira Nurhalima, Alidha Nurul Hikmah Nurul Hikmah Okta Putra Setio Ardianto Okta Putra Setio Ardianto, Okta Putra Setio Permata, Salsabila Berlian Piansyah, Alief Putri, Nabilah Talithania Azaria Rachmadyta, Fauziah Rachman, Audi Fatchur Radityotomo, Revaya Rafii Fadhil Nasywa Rahayu, Dega Puji Rahmat Charis Wijayanto Ramadhan, Ken Nayyara Azkhira Rasyid, Wildan Ratri Bodromulatsih Rifdah Azizah Salsabila Sabar Sabar Sabiela, Yaritsa Husni Safitri, Nisabillah Saputra, Alfian Anugrah Sayyida Sayyida Selvi Marcellia Sopian, Usep Sumaningrum, Shinta Adhania Suprayitno, Sarah Adhibah Surya, Renadi Marizki Susilowati, Indri Fogar Susy Budi Astuti Susy Budi Astuti, Susy Budi Syarif, Abdurahman Talmera, Annisa Triana TAMSIL Tegar Aditya Cahyadi Thomas Ari Kristianto, Thomas Ari Tiara Ika Widia Primadani Vita Ratnasari Wahyu Waskito Putra Wahyudie, Prasetyo Wiwik Handayani Yang Haziqah Musa Yudha Firmansyah, Muhamad Rizal Yuniar, Riang Yustiva Yuniarti, Putri Irma Zahra Ayudhia Pawestri Zahri Tsaniyal Baqy