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All Journal Indonesian Journal of Computing, Engineering, and Design
Effendi, Nabila Salsabillah
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Arts Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Engineering Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mechanical Engineering

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Measuring E-Commerce Customer Satisfaction and Loyalty in Jakarta Using E-SERVQUAL and IPA Case Study JD.ID Islam, Sri Susilawati; Redi, Anak Agung Ngurah Perwira; Lestari, Tika Endah; Prasetyo, Yogi Tri; Effendi, Nabila Salsabillah; Young, Michael Nayat
Indonesian Journal of Computing, Engineering, and Design (IJoCED) Vol. 7 No. 1 (2025): IJoCED
Publisher : Faculty of Engineering and Technology, Sampoerna University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35806/ijoced.v7i1.506

Abstract

In order to improve customer satisfaction and loyalty to e-commerce, certain aspects of e-service quality need to be emphasized. To evaluate the collected data, the study employs SEM-PLS, and Importance Performance Map Analysis (IPA). The findings show that variables such as website reliability, security, compensation, responsiveness, personalization, and assurance significantly affect consumer satisfaction, which in turn has a positive influence on customer loyalty. According to the results of the IPA research, e-commerce must concentrate on security factors which have 0.086 importance to strengthen its security controls and increase customer loyalty and trust. Hence, to maintain high-priority variables, e-commerce should also maintain website design variables and customer satisfaction.
Co-Authors Anak Agung Ngurah Perwira Redi islam, sri susilawati Lestari, Tika Endah Prasetyo, Yogi Tri Young, Michael Nayat