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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan EQIEN - JURNAL EKONOMI DAN BISNIS Jurnal Investasi Jurnal Riset Bisnis dan Manajemen BERNAS: Jurnal Pengabdian Kepada Masyarakat Jurnal Penyuuhan dan Pemberdayaan Masyarakat (JPPM) Journal of Innovation in Management, Accounting and Business Inkubis: Jurnal Ekonomi dan Bisnis Indonesia Auditing Research Journal Indonesia Accounting Research Journal Jurnal Pengabdian Masyarakat dan Riset Pendidikan SOCIRCLE : Journal Of Social Community Services Jurnal Ekonomi, Manajemen, Akuntansi dan Keuangan Journal of Applied Digital Business Management
Ahmad Kamaludin
Institut Budi Utomo Nasional
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Neuroscience Nursing Public Health Social Sciences Veterinary Other

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EXPLORING THE IMPACT OF CUSTOMER EXPERIENCE AND PERCEIVED ENJOYMENT ON CUSTOMER LOYALTY: THE MEDIATING ROLE OF TRUST IN TIKTOKSHOP Emi Amelia; Ratih Hurriyati; Mokh. Adib Sultan; Ahmad Kamaludin; Muhammad Januar
Jurnal Riset Bisnis dan Manajemen Vol. 18 No. 1 (2025): February Edition
Publisher : Faculty of Economic and Business, University of Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23969/jrbm.v18i1.22406

Abstract

Customer loyalty is crucial for a company's long-term success, particularly in competitive e-commerce. This study examines the impact of customer experience and perceived enjoyment on customer loyalty, with trust as a mediator, in the TikTok Shop context. Using a quantitative approach, data were collected from 150 TikTok Shop users who completed at least three transactions. SEM-PLS analysis shows that perceived enjoyment has a stronger direct effect on trust and loyalty than customer experience. The model explains 71.4% of trust variance and 62.1% of customer loyalty variance. The findings highlight the need for e-commerce businesses to enhance retention by ensuring seamless, enjoyable interactions and fostering trust through transparency, reliability, and engaging features. This study underscores the importance of integrating customer experience with trust-building strategies in social commerce.
Co-Authors Ade Sobariah Adi Noer Ridha, Noorsyah Adib Sultan, Adib Al Kusyaeri, Syaeful Imam Andita, Vina Anna Siti Hasanah Arwin Bayu Mahendra Bendyi Afrianto Burhan, Abd Rukman Dima, Alfred O M Dini Tiara Tajriani Emi Amelia Emi Amelia Gilang Bhirawa Noraga Gita Kartika Sari Hani Sri Mulyani Imma Ismaniar istiqomah istiqomah Januar, Muhammad Fikry Muhammad Iqbal Nurfauzan Muhammad Januar Nendi, Ikhsan Nurlaeliah, Leli Pasca, Yelsha Dwi Pratiwi, Vina Andita Rahmatika Siregar Ratih Hurriyati Riauwati, Juli Rohayati, Nia Sari, Gita Kartika Suryaningsih Tia Aprilia Susnita Triyani Utomo, Sudibyo Budi Vina Andita Pratiwi Wawan Yuswanto Wawan Yuswanto Yuliawati, Tuti