Pengaruh Kualitas Layanan Toko Terhubung Terhadap Kepuasan dan Loyalitas Pelanggan

Muhammad Febri Hardiansyah(1*), Sahid Susilo Nugroho(2)

(1) Fakultas Ekonomika dan Bisnis, Universitas Gadjah Mada
(2) Fakultas Ekonomika dan Bisnis, Universitas Gadjah Mada
(*) Corresponding Author


The study aims to examine the relationship between buying environment characteristics, esatisfaction
and e-loyalty referring to the research model from Kim et al. (2009) that is applied to apparel product category in the US as a developed country. The study offers a new empirical perspective by investigating electronic product category in Indonesia as a
developing country.
The study conduct a survey method to reach a purposive sample of 200 consumers from 4
big cities in Indonesia that are Jakar ta, Bandung, Yogyakarta and Surabaya. The findings
prove that among six online service attributes, only convenience and information can
inflluence e-satisfaction significantly. Web appearance, entertainment value, communication and customization are failed to be a significant predictors of e satisfaction. In the next step, e-satisfaction influences e-loyalty significantly.


Online store, satisfaction, loyalty.

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