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All Journal Jurnal Sosioteknologi REKAYASA Journal of Economic, Bussines and Accounting (COSTING) Jurnal Ilmiah Manajemen Kesatuan Jurnal Abdi Masyarakat Indonesia Jurnal Keuangan dan Akuntansi Terapan (KUAT) JWM (JURNAL WAWASAN MANAJEMEN) Return : Study of Management, Economic and Bussines The Eastasouth Management and Business eProceedings of Management Jurnal Pengabdian Kolaborasi dan Inovasi IPTEKS Economic Military and Geographically Business Review Journal of International Multidisciplinary Research Proceeding of Community Service and Engagement
Khairani Ratnasari Siregar
Universitas Telkom
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Law, Crime, Criminology & Criminal Justice Physics Public Health Social Sciences Other

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The role of mobile commerce service quality in enhancing consumer loyalty: A strategic business perspective Langit, Mochamad Zevazaky; Siregar, Khairani Ratnasari
Economic Military and Geographically Business Review Vol. 3 No. 2: (January) 2026
Publisher : Institute for Advanced Science Social, and Sustainable Future

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61511/emagrap.v3i2.2026.2469

Abstract

Background: The development of e-commerce in Indonesia shows significant growth, with the number of users predicted to continue to increase until 2029. This phenomenon is driven by easier internet access and the widespread use of smartphones. This study aims to analyze the effect of mobile commerce aplication (MCA) service quality on consumer loyalty intentions in Shopee e-commerce through consumer satisfaction. Methods: This research uses a quantitative method with a causal approach. Data was collected through a Google Form questionnaire distributed to 238 respondents with a sampling process using non-probability techniques with samples selected purposively. The SERVQUAL model, is adopted to evaluate MCA service quality and its influence on customer satisfaction and loyalty intention. The statistical method of partial least squares structural equation modeling (PLS-SEM) analyzed with SmartPLS 4 software and then evaluated through combined importance performance map analysis (cIPMA). Findings: The results of this study show that customer satisfaction has a positive and significant effect on customer loyalty intention. Service quality has a positive and significant effect on customer loyalty intention through customer satisfaction, including variables of information quality, personalization, reliability, and usability while assurance, responsiveness, and security do not have a positive and significant effect. Conclusion: The study concludes that customer satisfaction plays a crucial role in strengthening customer loyalty intention in Shopee’s mobile commerce. Among the examined service quality dimensions, information quality, personalization, reliability, and usability significantly enhance loyalty through satisfaction, while assurance, responsiveness, and security show no significant impact. Novelty/Originality of this article: This study offers novelty by identifying which specific dimensions of Mobile Commerce Application (MCA) service quality directly strengthen customer loyalty intention through satisfaction in the context of Shopee—revealing that only information quality, personalization, reliability, and usability have significant effects, while assurance, responsiveness, and security do not.
Co-Authors Abdullah, Karmilah Agus Riyanto Andrieta Shintia Dewi Anggaresti, Kinanthi Sekar Anton Mulyono Azis Damayanti Octavia Dini Wahjoe Hapsari Dudi Pratomo Dwi Fitrizal Salim Gemilang, Fajar Surya Hanggoro, Risang Hardani, Riza Yarzuq Helni Mutiarsih Jumhur Heppy Millanyani Hibatulah, Rizky Pratama Indira Rachmawati Jamilah Ahmad Langit, Mochamad Zevazaky Moch Reza Aditya Monica Esperanza Muanzir, Raihan Fadhlan NurIhsan, Muh NurIhsan Haidir Ahyar Puspita Kencana Sari Putri, Haifa Rifai, Muhamad Alfian Nur Sania, Encep Setiawan, M Bagus Prima Sutarman Sutarman Syaputri, Anita Rismaharni Tarandhika Tantra Wafi Azkia Zahidah Wardana, Zaidan Yusuf Zulhendrianto