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All Journal Journal of Economy, Accounting and Management Science (JEAMS)
Amrun Rosyid
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Materials Science & Nanotechnology Social Sciences

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Analysis Factor and Its Impact on Online Shop Customer Loyalty Lina Shop Surabaya Jamhadi; Amrun Rosyid
Journal of Economy, Accounting and Management Science (JEAMS) Vol. 4 No. 2 (2023): March
Publisher : Faculty of Economics, Merdeka University Surabaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55173/jeams.v4i2.61

Abstract

This study aims to analyze the influence of security, electronic word of mouth (e-wom), complaints handling against customer satisfaction, and its impact on customer loyalty online shop Lina Shop Surabaya. Collecting data to support this research using a nonprobability sampling method with a purposive sampling approach to 85 respondents and filling the questionnaire. The method used is SEM. Based on the analysis results, it is concluded that security, e-wom, and complaint handling significantly affect customer satisfaction. E-wom and security have no significant effect on customer loyalty, complaint handling, and customer satisfaction have a significant effect on customer loyalty.
Co-Authors Jamhadi