The Impact Of Key Service Quality Factors On Customer Loyalty: A Study On Tokopedia

Authors

  • Janice Carysa Siahaya Universitas Pelita Harapan

DOI:

https://doi.org/10.38035/dijefa.v5i6.4060

Keywords:

System Design, Fulfillment, Security, Customer Service, Customer Loyalty

Abstract

E-commerce transactions in Indonesia continued to increase starting in 2017 according to Bank Indonesia records. Moreover, during the Covid-19 pandemic, the use of digital media is increasingly widespread among the Indonesian community, as consumption on online marketplace platforms is increasing, one of which is a marketplace made by the nation's children, Tokopedia. This study was conducted to determine the effect on Customer Loyalty of Tokopedia users in Kediri with the aim to use the seven variables in identifying Customer Loyalty in Tokopedia. This study used SPSS 22.0 software. The sample used in this study is Tokopedia users aged 18-60 years, domiciled in Kediri, male or female, have installed applications in the last 6 months, have made purchases 2 times in the last 6 months, and have contacted Tokopedia customer service in the last 6 months. The number of respondents used as a sample of research is 130 by using the sampling method used is non-probality sampling.

References

Binnawas, M.S.H., Khalifa, G.S.A. and Bhaumick, A. (2020) ‘Antecedents of Student’s Behavioral Intentions in Higher Education Institutions’, International Journal of Psychosocial Rehabilitation, 24(03), pp. 1949–1962. Available at: https://doi.org/10.37200/ijpr/v24i3/pr200942.

Boonlertvanich, K. (2019) ‘Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status’, International Journal of Bank Marketing, 37(1), pp. 278–302. Available at: https://doi.org/10.1108/IJBM-02-2018-0021.

Cristobal-Fransi, E. et al. (2019) ‘Exploring service quality among online sharing economy platforms from an online media perspective’, Sustainability (Switzerland), 11(13). Available at: https://doi.org/10.3390/su11133690.

Haron, R., Abdul Subar, N. and Ibrahim, K. (2020) ‘Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust’, Islamic Economic Studies, 28(1), pp. 3–23. Available at: https://doi.org/10.1108/ies-12-2019-0041.

Mahmut Kaya and Hasan Sakir Bilge (2019) ‘Deep Metric Learning?: A Survey’, Symmetry, 11.9, p. 1066.

Park, M. et al. (2018) ‘Patient- and family-centered care interventions for improving the quality of health care: A review of systematic reviews.’, International journal of nursing studies, 87, pp. 69–83. Available at: https://doi.org/10.1016/j.ijnurstu.2018.07.006.

Puspitasari, I. et al. (2023) ‘Investigating the role of utilitarian and hedonic goals in characterizing customer loyalty in E-marketplaces’, Heliyon, 9(8), p. e19193. Available at: https://doi.org/10.1016/j.heliyon.2023.e19193.

Rita, P., Oliveira, T. and Farisa, A. (2019) ‘The impact of e-service quality and customer satisfaction on customer behavior in online shopping’, Heliyon, 5(10), p. e02690. Available at: https://doi.org/10.1016/j.heliyon.2019.e02690.

Sumi, R.S. and Kabir, G. (2021) ‘Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL Model’, Journal of Open Innovation: Technology, Market, and Complexity, 7(4), p. 227. Available at: https://doi.org/https://doi.org/10.3390/joitmc7040227.

Supriyanto, A., Wiyono, B.B. and Burhanuddin, B. (2021) ‘Effects of service quality and customer satisfaction on loyalty of bank customers’, Cogent Business and Management, 8(1). Available at: https://doi.org/10.1080/23311975.2021.1937847.

Top, C. and Ali, B.J. (2021) ‘Customer satisfaction in online meeting platforms: Impact of efficiency, fulfillment, system availability, and privacy’, Revista Amazonia Investiga, 10(38), pp. 70–81. Available at: https://doi.org/10.34069/ai/2021.38.02.7.

Wai Lai, I.K. (2019) ‘Hotel image and reputation on building customer loyalty: An empirical study in Macau’, Journal of Hospitality and Tourism Management, 38(September 2018), pp. 111–121. Available at: https://doi.org/10.1016/j.jhtm.2019.01.003.

Downloads

Published

2025-02-22

How to Cite

Siahaya, J. C. (2025). The Impact Of Key Service Quality Factors On Customer Loyalty: A Study On Tokopedia. Dinasti International Journal of Economics, Finance &Amp; Accounting, 5(6), 6356–6364. https://doi.org/10.38035/dijefa.v5i6.4060

Issue

Vol. 5 No. 6 (2025): Dinasti International Journal of Economics, Finance & Accounting (January - February 2025)

Section

Articles

License

Copyright (c) 2025 Janice Carysa Siahaya, William Theo Pranata Hariadi

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish their manuscripts in this journal agree to the following conditions:

  1. The copyright on each article belongs to the author(s).
  2. The author acknowledges that the Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
  3. Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Economics, Finance & Accounting (DIJEFA).