Indonesian E-commerce: The Influence and Factors on Tokopedia User Satisfaction and Loyalty

Abstract

In particular, this study looks for a significant link between customer satisfaction and customer satisfaction, service quality, and user loyalty, product quality and customer loyalty, trust and customer satisfaction, trust and user loyalty, customer satisfaction on user loyalty, service quality, product quality, and trust in customer satisfaction on user loyalty. using a hypethetico-deductive research approach in conjunction with quantitative methods. The study's findings indicate that Trust has a significant and positive impact on both customer satisfaction and customer loyalty, that customer satisfaction has a positive and significant impact on customer loyalty, and that service quality has a positive and significant impact on customer satisfaction and that product quality has a positive and significant influence on customer satisfaction and that the results indicate that service quality and customer loyalty are both important positive and insignificant intervening variables. Furthermore, there is a positive and insignificant relationship between product quality and customer loyalty and satisfaction, as well as trust in customer loyalty and satisfaction. In Tokopedia, customer satisfaction has a positive and significant impact on customer loyalty. the research found, and customer satisfaction is an intervening variable that is not significant in the relationship between service quality and product quality with customer loyalty, insignificant in the relationship between service quality and product quality with customer loyalty, and trust has a positive and significant influence on customer satisfaction and customer loyalty in Tokopedia.