Journal of Economy, Accounting and Management Science (JEAMS)
Vol. 4 No. 2 (2023): March

Analysis Factor and Its Impact on Online Shop Customer Loyalty Lina Shop Surabaya

Jamhadi (Unknown)
Amrun Rosyid (Unknown)

Article Info

Publish Date
12 Jun 2025

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.

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Journal Info
Journal of Economy, Accounting and Management Science (JEAMS)
Website

Abbrev

jeams

Publisher

Universitas Merdeka Surabaya

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Materials Science & Nanotechnology Social Sciences

Description

The aim of this Journal of Economic, Accounting and Management Science (JEAMS) journal is to publish and disseminate original research papers and review articles of high quality in economics and accounting, namely: economy banking and finance economic management economic law entrepreneurship and ...