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All Journal El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Journal of Ekonomics, Finance, and Management Studies
Bima Rizki Saputra
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Religion Agriculture, Biological Sciences & Forestry Civil Engineering, Building, Construction & Architecture Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Strategi Lazada dalam Meningkatkan Retensi Pelanggan Melalui Program Loyalitas Anggit Dyah Kusumastuti; Bima Rizki Saputra; Clarisa Elen Setiawati
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 6 No. 6 (2025): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v6i6.7600

Abstract

The tight competition in the e-commerce industry requires platforms like Lazada to implement effective strategies to increase customer retention. One of the main strategies used is a loyalty program, which includes a customer tier system, reward points, cashback, gamification, and premium membership. In addition, the role of Electronic Word of Mouth (E-WoM) also contributes to building customer trust through reviews, referral programs, and social media promotions. Customer satisfaction factors, such as service quality, delivery speed, ease of using the loyalty program, and transaction security, are important elements in the success of this strategy. This study aims to analyze the effectiveness of Lazada's loyalty program in increasing customer retention. The results of the study show that the combination of loyalty strategies and customer satisfaction significantly influences customers' decisions to continue using the Lazada platform.
Strategi Lazada dalam Meningkatkan Retensi Pelanggan Melalui Program Loyalitas Anggit Dyah Kusumastuti; Bima Rizki Saputra; Clarisa Elen Setiawati
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 6 No. 6 (2025): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v6i6.7600

Abstract

The tight competition in the e-commerce industry requires platforms like Lazada to implement effective strategies to increase customer retention. One of the main strategies used is a loyalty program, which includes a customer tier system, reward points, cashback, gamification, and premium membership. In addition, the role of Electronic Word of Mouth (E-WoM) also contributes to building customer trust through reviews, referral programs, and social media promotions. Customer satisfaction factors, such as service quality, delivery speed, ease of using the loyalty program, and transaction security, are important elements in the success of this strategy. This study aims to analyze the effectiveness of Lazada's loyalty program in increasing customer retention. The results of the study show that the combination of loyalty strategies and customer satisfaction significantly influences customers' decisions to continue using the Lazada platform.
Co-Authors Anggit Dyah Kusumastuti Clarisa Elen Setiawati