Influence of Customer Experience, Trust , and Customer Satisfaction in Building Customer Loyalty (Study Shopee user in DKI Jakarta)
DOI:
https://doi.org/10.66755/belacoss.v2i1.153Keywords:
Customer Experience, Trust, Customer Satisfaction, Customer LoyaltyAbstract
This study was conducted to analyze the influence of customer experience, trust, and customer satisfaction on Shopee customer loyalty in Jakarta. The population in this study were users in DKI Jakarta who had made transactions or shopped on the Shopee platform. Based on the calculation formula used by Hair et al., the sample size in this study was 150 respondents. In this study, data was collected using a survey method with a Google Form questionnaire. The research data was analyzed using SmartPLS version 4. The results of the research data obtained the results that customer experience has a positive and significant influence on customer loyalty, trust has a positive and significant influence on customer loyalty, and customer satisfaction has no significant influence on customer loyalty. These results provide a signal for e-commerce platforms like Shopee that building customer loyalty behavior needs to be accompanied by other, stronger strategies in building emotional relationships, trust, and a comprehensive shopping experience, in order to encourage loyalty behavior.
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