The impact of shopping attributes and online shopping experience on customer loyalty with satisfaction as a mediation in the e-commerce shopee
DOI:
https://doi.org/10.35335/ijafibs.v11i3.157Keywords:
Loyalty, Online Shopping Experience, Satisfaction, Shopping AttributesAbstract
Along with the rise of internet users and digital applications, e-commerce has begun to attract many people. One of the marketplace applications that is currently being used is Shopee. Shopee is one of many parties taking advantage of e-commerce business opportunities by enlivening the mobile marketplace segment through their mobile application to facilitate buying and selling transactions via mobile devices. Loyalty is a measure of how likely customers will switch to other e-commerce. For this reason, company management is needed so that they can determine the marketing strategy that will be used in the future appropriately. Furthermore, the satisfaction variable is used as a mediating variable to increase consumer loyalty to the use of shopee. Data collection was carried out online through the Google Forms model with 200 available respondents. Structural Equation Modeling (SEM) analysis is used to test the measurement and structural models through Smart-PLS 3.0. The results of this study indicate that the 7 hypotheses are accepted which proves that all hypotheses have a positive and significant effect on each other.
References
Adhitya Yoga Prasetya, Dhian Andanarini Minar Savitri, & Budi Kurniawan. (2023). Pengaruh Experiential Marketing Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi. Jurnal Ilmiah Research and Development Student, 1(1), 202–219. https://doi.org/10.59024/jis.v1i1.403
Ambarwati, D., & Dwiridotjahjono, J. (2022). Pengaruh Kualitas E-Service Terhadap Loyalitas Pelanggan Di Shopee Melalui Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pengguna Aplikasi Shopee Di Surabaya. El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam, 4(2), 454–466. https://doi.org/10.47467/elmal.v4i2.1496
Bank Indonesia. (2016). PBI 18/40/PBI/2016 Processing of Payment Transactions. Bank Indonesia, 51. https://www.bi.go.id/id/peraturan/sistem-pembayaran/Pages/pbi_184016.aspx
Darmansah, A., & Yosepha, S. Y. (2020). Pengaruh Citra Merek Dan Persepsi Harga Terhadap Keputusan Pembelian Online Pada Aplikasi Shopee Di Wilayah Jakarta Timur. Jurnal Ilmiah Mahasiswa Manajemen Unsurya, 1(1), 15–30. https://jom.universitassuryadarma.ac.id/index.php/jimen/article/view/2
Halim, A., & Tyra, M. J. (2021). Pengaruh Online Consumer Review Dan Influencer Terhadap Keputusan Pembelian Produk Di Marketplace Shopee. Buletin Ekonomi: Manajemen, Ekonomi Pembangunan, Akuntansi, 18(1), 99. https://doi.org/10.31315/be.v18i1.5630
Ika Febrilia, Shela Puspita Pratiwi, & Irianto Djatikusumo. (2020). Minat Penggunaan Cashless Payment System – Dompet Digital Pada Mahasiswa Di Fe Unj. JRMSI - Jurnal Riset Manajemen Sains Indonesia, 11(1), 1–19. https://doi.org/10.21009/jrmsi.011.1.01
Malau, A. R., & Silaban, F. S. (2023). Pemanfaatan Pembayaran Digital Pada Umkm Di Samosir. Jabb, 4(1), 768–776.
Manurung, D. G., & Malau, A. R. (2021). OMISS Operations Management and Information System Studies The use of technology acceptance model on student behavior using e-money. 1(1), 1–9. https://doi.org/10.24036/jkmb.xxxxxxxx
Mofokeng, T. E. (2021). The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1968206
Monica, M. A. (2020). Analisis Hukum Islam terhadap Pinjaman Uang Elektronik Shopee Pay Later pada E-Commerce. Universitas Islam Negeri Sunan Ampel, 1–68.
Mujiyana, M., & Elissa, I. (2013). Analisis Faktor-Faktor Yang Mempengaruhi Keputusan Pembelian Via Internet Pada Toko Online. J@Ti Undip : Jurnal Teknik Industri, 8(3), 143–152. https://doi.org/10.12777/jati.8.3.143-152
Otoritas Jasa Keuangan. (2016). Peraturan Otoritas Jasa Keuangan Nomor: 77 /POJK.01/2016 TENTANG LAYANAN PINJAM MEMINJAM UANG BERBASIS TEKNOLOGI INFORMASI. Otoritas Jasa Keuangan, 1–29. https://www.ojk.go.id/id/regulasi/otoritas-jasa-keuangan/peraturan-ojk/Documents/Pages/POJK-Nomor-77-POJK.01-2016/SAL - POJK Fintech.pdf
Reza, V., Snapp, P., Dalam, E., Di, I. M. A., Socialization, A., Cadger, O. F., To, M., Cadger, S., Programpadang, R., Hukum, F., Hatta, U. B. U. B., Sipil, F. T., Hatta, U. B. U. B., Danilo Gomes de Arruda, Bustamam, N., Suryani, S., Nasution, M. S., Prayitno, B., Rois, I., … Rezekiana, L. (2020). No 主観的健康感を中心とした在宅高齢者における 健康関連指標に関する共分散構造分析Title. Bussiness Law Binus, 7(2), 33–48. http://repository.radenintan.ac.id/11375/1/PERPUS PUSAT.pdf%0Ahttp://business-law.binus.ac.id/2015/10/08/pariwisata-syariah/%0Ahttps://www.ptonline.com/articles/how-to-get-better-mfi-results%0Ahttps://journal.uir.ac.id/index.php/kiat/article/view/8839
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes. Journal of Retailing, 88(2), 308–322. https://doi.org/10.1016/j.jretai.2012.03.001
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2021). Partial Least Squares Structural Equation Modeling. In Handbook of Market Research. https://doi.org/10.1007/978-3-319-57413-4_15
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 International Journal of Applied Finance and Business Studies
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
