Analysis of the Influence of Website Quality to Customer’s Loyalty on E-Commerce

Candiwan Candiwan · Cokro Wibisono

23 citations0/0 files storedInternational Journal of Electronic Commerce Studies

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Technology Adoption and User Behaviour

Abstract

The competition of e-commerce in Indonesia makes domestic and foreign e-commerce companies plan strategies to win the competition. Customer’s loyalty is an important factor to lead in the competition. This research focuses on how much influence of the website quality on customer’s loyalty. This study also finds out which factor of website quality has the most influence on customer’s loyalty with customer’s satisfaction as a mediating factor. Factors that influence e-commerce customer’s loyalty were analysed using the WebQual4.0 method which consists of three dimensions. The samples used in this research were 400 respondents. The data analysis techniques used were Structural Equational Model (SEM) using version 3.0 SmartPLS and Importance and Performance Map Analysis (IPMA). The analysis of SEM showed that the information quality was the only one that had a positive and significant influence on customer’s satisfaction and loyalty on the JD.id website, while the usability and service factors had no positive and significant effect. The analysis of IPMA showed that the performances that should be improved were the maintenance of accurate and detailed information and content development. Keywords: SmartPLS, SEM, WebQual 4.0, Usability, Information Quality, Service Interaction Quality, JD.id

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 23 citations exist upstream.

References

2013Partial Least Squares Structural Equation Modeling (PLS-SEM) Techniques Using SmartPLS 2000WebQual: An Exploration of Web-Site Quality.2013THE EFFECT OF PERCEIVED BENEFITS, TRUST, QUALITY, BRAND AWARENESS/ASSOCIATIONS AND BRAND LOYALTY ON INTERNET BANKING BRAND EQUITY 2013Investigating the Impact of Website Quality on Consumers’ Satisfaction in Jordanian Telecommunication Sector 2019Opportunity gone in a flash: Measurement of e-commerce service failure and justice with recovery as a source of e-loyalty 2017Analysis of Factors Affecting The Website Quality (Study Case: XYZ University)

Cited by

2024The The Effect of E-Service Quality Through Customer Satisfaction and Customer Trust on Customer Loyalty of Klikindomaret Users

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.