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All Journal Perspective Humanities and Social Sciences
Farizal Ikhsan, Muhammad
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice

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The Influence of E-Service Quality, Brand Image, Security and Electronic Word Of Mouth (E-WOM) on Customer Loyalty at E-Commerce Blibli.Com in Jepara Regency Arumsari, Nurul Rizka; Farizal Ikhsan, Muhammad; Wismar'ein, Dian
Perspective Humanities and Social Sciences Vol. 1 No. 1 (2025): PHSS
Publisher : Institut Karya Mulia Bangsa

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Abstract

This study aims to analyze the influence of e-service quality, brand image, security and electronic word of mouth (E-WOM) on customer loyalty on E-Commerce Blibli.com in Jepara Regency. The research method used in this study uses quantitative research methods. The sample used in this study were E-Commerce Blibli.com customers in Jepara Regency as many as 125 respondents using purposive sampling techniques. The data collection method used a questionnaire. The data analysis method used SPSS software version 25. The results of the study showed that e-service quality had a positive and significant effect on customer loyalty, brand image had a positive and significant effect on customer loyalty, security had a positive and significant effect on customer loyalty, electronic word of mouth (E-WOM) had a positive and significant effect on customer loyalty and e-service quality , brand image , security and electronic word of mouth (E-WOM) had a positive and significant effect on customer loyalty simultaneously.
Co-Authors Arumsari, Nurul Rizka Wismar'ein, Dian