Factors Influencing Customer Satisfaction And Customer Loyalty Toward Social Commerce In Jabodetabek ( Focus On Tiktok Shop )
DOI:
https://doi.org/10.55606/bijmt.v3i3.2033Keywords:
sales promotion, perceived security, e-service quality, trust, customer satisfaction, customer loyaltyAbstract
In this context, it is important for companies operating in the field of social e-commerce to understand the factors affecting customer satisfaction and e-loyalty, among others sales promotion, perceived security, e-service quality and trust. Through this research, is expected to provide valuable insights for social e - commerce companies in developing effective customer marketing and management strategies to increase customer satisfaction and e - loyalty, especially in this study directed at the phenomenon of TikTok Shop which is a trend among the public especially during the COVID-19 pandemic a few years back. The results are expected to provide valuable input for TikTok and other social-commerce platforms in improving customer satisfaction and customer loyalty. Keywords: sales promotion, perceived security, e-service quality, trust, customer satisfaction.
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Siagian, H., & Cahyono, E. (2014). ANALISIS WEBSITE QUALITY, TRUST DAN LOYALTY PELANGGAN ONLINE SHOP. Jurnal Manajemen Pemasaran, 8(2), 55–61. https://doi.org/10.9744/pemasaran.8.2.55-61
SOLIHA, E., AQUINIA, A., HAYUNINGTIAS, K. A., & RAMADHAN, K. R. (2021). The Influence of Experiential Marketing and Location on Customer Loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 1327–1338.
Suastini, I. A. K. S., & Mandala, K. (2019). PENGARUH PERSEPSI HARGA, PROMOSI PENJUALAN, DAN CITRA MEREK TERHADAP KEPUASAN UNTUK MENINGKATKAN LOYALITAS PELANGGAN. E-Jurnal Manajemen, 08(No.01), 84–112. https://doi.org/https://doi.org/10.24843/EJMUNUD.2019.v08.i01.p04
Tjiptono, F. (2014). Pemasaran Jasa –Prinsip, Penerapan, dan Penelitian. Andi Offset.
Tjiptono, F. (2018). Strategi Pemasaran (Cetakan Kedua). Andi Ofset.
Wiyono, G. (2011). Merancang penelitian Bisnis dengan alat analisis SPSS 17.0 dan SMARTPLS 2.0. UPP STIM YKPN.
Asadpoor, S., & Abolfazli, A. (2017). Effect of Electronic Service Quality on Customer Satisfaction and Loyalty Saderat Bank’s Customers. International Journal of Scientific Study, 407, 407. https://doi.org/10.17354/ijssI/2017/56
Creswell, J. W. (2014). Research design : qualitative, quantitative, and mixed methods approaches. Sage Publication.
Estikowati, Astuti, W., & Respati, H. (2020). The Influence of Experiential Marketing and Relationship Marketing on Hotel Customer Loyalty. East African Scholars Journal of Economics, Business and Management, 3(9), 723–730. https://doi.org/10.36349/easjebm.2020.v03i09.003
Faradina Fara, A., & Satrio, B. (2016). PENGARUH PROMOSI DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGANPADA RUMAH CANTIK ALAMANDA Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA) Surabaya.
Fernandes, A., & Solimun, S. (2018). The mediation effect of customer satisfaction in relationship between service quality, service orientation and marketing mix strategy to customer loyalty. Journal of Management Development, 37, 0. https://doi.org/10.1108/JMD-12-2016-0315
Ghozali, H. I. (2021). PARTIAL LEAST SQUARES Konsep, Teknik, dan Aplikasi Menggunakan Program SmartPLS 3.2.9 (3rd Edition). Badan Penerbit Universitas Diponegoro.
HA, P. (2017). Phan Le Ha (2017). Transnational Education Crossing “the West” and “Asia”: Adjusted Desire, Transformative Mediocrity, and Neo-colonial Disguise. London and New York: Routledge. Routledge Book 2017.
Hapsari, Y., Suhud, U., & Mukhtar, S. (2021). Influence of Service Quality, Innovation, Price, Promotion on Customer Satisfaction and Customer Loyalty. Economics & Management, 3(93). https://doi.org/10.33146/2307-9878-2021-3(93)-125-134
Kahar, A., Wardi, Y., & Patrisia, D. (2019). The Influence of Perceived of Usefulness, Perceived Ease of Use, and Perceived Security on Repurchase Intention at Tokopedia.com. https://doi.org/10.2991/piceeba2-18.2019.20
Kassim, N., & Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22, 351–371. https://doi.org/10.1108/13555851011062269
Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty. South Asian Journal of Business Studies, 8(3), 283–302. https://doi.org/10.1108/SAJBS-01-2019-0016
Kotler, P., & Armstrong, G. (2014). Principles of Marketing 15th Edition (15th ed.). Pearson Prentice Hall.
Kotler, P., & Keller, K. L. (2016). Marketing Management 15th Edition (15th ed.). Pearson Education Limited.
Larasetiati, M., & Ali, H. (2019). Model of Consumer Trust: Analysis of Perceived Usefulness and Security toward Repurchase Intention in Online Travel Agent. https://doi.org/10.21276/sjef.2019.3.8.5
Novita, D., & Budiarti, A. P. (2022). OMISS Operations Management and Information System Studies Perceived security, trust, privacy, and continuance intention of e-commerce customer. https://doi.org/10.24036/omiss.v2i1.55
Octaviani, O., Rizan, M., & P, A. (2021). THE EFFECT OF E-SERVICE QUALITY AND PERCEIVED PRICE FAIRNESS ON CUSTOMER LOYALTY WHICH CUSTOMER SATISFACTION AS INTERVENING STUDY ON ONLINE SHOPPING SITE IN INDONESIA. JURNAL DINAMIKA MANAJEMEN DAN BISNIS, 4, 143–171. https://doi.org/10.21009/JDMB.04.1.7
Pham, H., & Ahammad, M. (2017). Antecedents and consequences of online customer satisfaction: A holistic process perspective. Technological Forecasting and Social Change. https://doi.org/10.1016/j.techfore.2017.04.003
Rahman, M. F., & Salim, U. (2020). PENGARUH SALES PROMOTION, CUSTOMER SATISFACTION DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY TIKET.COM (Studi pada Mahasiswa Universitas Brawijaya). www.similiarweb.com,
Raman, A. (2011). Web Services and e-Shopping Decisions: A Study on Malaysian e-Consumer.
Resmanasari, D., Ruswandi, W., & Setiadi, S. (2020). Pengaruh Kepercayaan, Keamanan dan Persepsi Akan Resiko terhadap Keputusan Pembelian Belanja Online. Jurnal Ekonomak, 6(2). https://ejournal.stiepgri.ac.id/index.php/ekonomak/article/view/153
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5, e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Rizan, M., Febrilia, I., Wibowo, A., & Dea Rizky PRATIWI, R. (2020). Antecedents of Customer Loyalty: Study from the Indonesia’s Largest E-commerce*. Journal of Asian Finance, 7(10), 283–293. https://doi.org/10.13106/jafeb.2020.vol7.n10.283
Sadeghi, A., Ghujali, T., Bastam, H., & Professor of ShahidSattari, A. (2021). THE EFFECT OF ORGANISATIONAL REPUTATION ON E-LOYALTY: THE ROLES OF E-TRUST AND E-SATISFACTION. ASEAN Marketing Journal, 10(1). https://doi.org/10.21002/amj.v10i1.10628
Sangadji, E. M., & Sopiah. (2013). Perilaku Konsumen. Andi Ofset.
Sarwono, J. (2008). Pengertian Dasar Structural Equation Modeling (SEM) (Sarwono) PENGERTIAN DASAR STRUCTURAL EQUATION MODELING (SEM). http://www.jonathansarwono.info
Siagian, H., & Cahyono, E. (2014). ANALISIS WEBSITE QUALITY, TRUST DAN LOYALTY PELANGGAN ONLINE SHOP. Jurnal Manajemen Pemasaran, 8(2), 55–61. https://doi.org/10.9744/pemasaran.8.2.55-61
SOLIHA, E., AQUINIA, A., HAYUNINGTIAS, K. A., & RAMADHAN, K. R. (2021). The Influence of Experiential Marketing and Location on Customer Loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 1327–1338.
Suastini, I. A. K. S., & Mandala, K. (2019). PENGARUH PERSEPSI HARGA, PROMOSI PENJUALAN, DAN CITRA MEREK TERHADAP KEPUASAN UNTUK MENINGKATKAN LOYALITAS PELANGGAN. E-Jurnal Manajemen, 08(No.01), 84–112. https://doi.org/https://doi.org/10.24843/EJMUNUD.2019.v08.i01.p04
Tjiptono, F. (2014). Pemasaran Jasa –Prinsip, Penerapan, dan Penelitian. Andi Offset.
Tjiptono, F. (2018). Strategi Pemasaran (Cetakan Kedua). Andi Ofset.
Wiyono, G. (2011). Merancang penelitian Bisnis dengan alat analisis SPSS 17.0 dan SMARTPLS 2.0. UPP STIM YKPN.
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Published
2023-08-30
How to Cite
Ali Afief Kurniadi, Usep Suhud, & Mohamad Rizan. (2023). Factors Influencing Customer Satisfaction And Customer Loyalty Toward Social Commerce In Jabodetabek ( Focus On Tiktok Shop ). Brilliant International Journal Of Management And Tourism , 3(3), 01–13. https://doi.org/10.55606/bijmt.v3i3.2033
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