Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Jurnal Semesta Ilmu Manajemen dan Ekonomi
Yusuf Maulana Rextianto
Universitas Bina Sarana Informatika
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Analisis Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Loyalitas Pelanggan Shopee Yusuf Maulana Rextianto; Zahra
Jurnal Semesta Ilmu Manajemen dan Ekonomi Vol. 1 No. 3 (2025): Edisi Maret
Publisher : PT PUSTAKA CENDEKIA PUBLISHER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71417/j-sime.v1i3.256

Abstract

The rapid development of e-commerce has transformed consumer shopping behavior, with Shopee emerging as one of Indonesia’s leading online marketplaces. In an increasingly competitive market, customer loyalty is influenced by service quality and trust. This study aims to analyze the impact of these two factors on Shopee customer loyalty. Using a quantitative approach, data were collected through a survey of 60 active Shopee users and analyzed using multiple linear regression. The results indicate that both service quality and trust significantly affect customer loyalty, with a combined explanatory power of 61.6%. Individually, service quality accounts for 47.7% of customer loyalty variation, while trust explains 56.1%. These findings highlight the importance of improving service efficiency and transaction security to enhance customer retention. Practically, Shopee should optimize its customer service, ensure transparent policies, and strengthen user trust to maintain a competitive edge. This study provides valuable insights for e-commerce businesses in developing strategies to foster long-term customer loyalty.
Co-Authors Universitas Bina Sarana Informatika, Zahra