Analysis Factor and Its Impact on Online Shop Customer Loyalty Lina Shop Surabaya

Jamhadi, Jamhadi and Rosyid, Amrun (2023) Analysis Factor and Its Impact on Online Shop Customer Loyalty Lina Shop Surabaya. Journal of Economy, Accounting and Management Science (JEAMS), 4 (2). pp. 207-226. ISSN 2685-9696

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Abstract

This study aims to analyze the influence of security, electronic word of mouth (e-wom), complaints handling against customer satisfaction, and its impact on customer loyalty online shop Lina Shop Surabaya. Collecting data to support this research using a nonprobability sampling method with a purposive sampling approach to 85 respondents and filling the questionnaire. The method used is SEM. Based on the analysis results, it is concluded that security, e-wom, and complaint handling significantly affect customer satisfaction. E-wom and security have no significant effect on customer loyalty, complaint handling, and customer satisfaction have a significant effect on customer loyalty.

Item Type:	Article
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Magister Manajemen
Depositing User:	Repository Administrator
Date Deposited:	01 Aug 2023 06:49
Last Modified:	01 Aug 2023 06:49
URI:	http://repository.narotama.ac.id/id/eprint/1714

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