Improving Satisfaction and Loyalty of Online Shop Customer Based on E-Commerce Innovation and E-Service Quality

Sarli  Rahman; Fadrul  Fadrul; Mujtaba M  Momin; Yusrizal Yusrizal; Robert  Marlyn

Sarli Rahman Institut Bisnis dan Teknologi Pelita Indonesia
Fadrul Fadrul Institut Bisnis dan Teknologi Pelita Indonesia
Mujtaba M Momin College of Business Administration American University of Middle-East
Yusrizal Yusrizal Institut Bisnis dan Teknologi Pelita Indonesia
Robert Marlyn Institut Bisnis dan Teknologi Pelita Indonesia

Keywords: E-commerce innovation, E-service quality, Customer satisfaction, Customer loyalty, Online shop

Abstract

The purpose of this study is to develop new knowledge related to innovation in e-commerce, which we call e-commerce innovation, and how its impact on customer satisfaction and loyalty, together with e-service quality, in the context of an online shop in Indonesia. Several measurement items of e-commerce innovation were adopted and modified from the existing literature. To answer how the impact on customer satisfaction and loyalty, then used partial least squares structural equation modeling to analyze data from 400 respondents. Empirical test results found that e-commerce innovation and e-service quality can each increase customer satisfaction and loyalty. It is also known that in the context of online shop customers in Indonesia, its easier to create customer satisfaction than customer loyalty.

Author Biographies

Sarli Rahman, Institut Bisnis dan Teknologi Pelita Indonesia

Rahman, Sarli, is a Senior Lecturer at the Institut Bisnis dan Teknologi Pelita Indonesia, in Indonesia. He earned his Master (2011) in Master of Management from Riau University, Indonesia. His research interests are in the areas of entrepreneurship, innovation, marketing, strategy, and investment.

He has some publications in various international peer-reviewed journals, such as the International Journal of Economics Development Research, PalArch's Journal of Archaeology of Egypt/Egyptology, COSTING: Journal of Economic, Business and Accounting, Selangor Business Review, and more.

Author's contact detail: Department of Management, Faculty of Business, Institut Bisnis dan Teknologi Pelita Indonesia, Jl. Ahhmad Yani 78-88, Pekanbaru, Indonesia; phone number +62 852 63347711; email: sarli.rahman@lecturer.pelitaindonesia.ac.id

Fadrul Fadrul, Institut Bisnis dan Teknologi Pelita Indonesia

Fadrul, is a Senior Lecturer at the Institut Bisnis dan Teknologi Pelita Indonesia, in Indonesia. He earned his Master (2014) in Magister of Accounting from Riau University, Indonesia. His research interests are in the areas of accounting, finance, and taxation.

He has some publications in various international peer-reviewed journals, such as the International Journal of Economics Development Research, PalArch's Journal of Archaeology of Egypt/Egyptology, COSTING: Journal of Economic, Business and Accounting, Journal Applied Business and Technology, IJABER, and more.

Author's contact detail: Department of Accounting, Faculty of Business, Institut Bisnis dan Teknologi Pelita Indonesia, Jl. Ahhmad Yani 78-88, Pekanbaru, Indonesia; phone number +62 85271050607; email: fadrul@lecturer.pelitaindonesia.ac.id

Mujtaba M Momin, College of Business Administration American University of Middle-East

Momin, Mujtaba is an Assistant Professor at the College of Business Administration, American University of Middle-East, in Kuwait.

He earned his Ph.D. (2013) in Management Science from Dr. BAM University, India. His research interests include general management, HRM, Industry 4.0, Leadership & Innovation, etc.

He has more than 10 publications in various international peer-reviewed journals.

Author's contact detail:

Complete Address:

American University Of Middle-East, Block 6, Building 1, Egaila, Kuwait.

Phone Number: +965-69902562

Email ID: mujtaba.momin@aum.edu.kw

Yusrizal Yusrizal, Institut Bisnis dan Teknologi Pelita Indonesia

Yurizal, Yusrizal, is a Senior Lecturer at the Institut Bisnis dan Teknologi Pelita Indonesia, in Indonesia. He earned his Master (2015) in Master of Science from Riau University, Indonesia. His research interests are in the areas of financial management, investment, taxation, and corporate social responsibility.

He has some publications in various peer-reviewed journals, such as the International Journal of Economics Development Research, PalArch's Journal of Archaeology of Egypt/Egyptology, COSTING: Journal of Economic, Business and Accounting, and more.

Author's contact detail: Department of Accounting, Faculty of Business, Institut Bisnis dan Teknologi Pelita Indonesia, Jl. Ahhmad Yani 78-88, Pekanbaru, Indonesia; phone number +6281275899980; email: yusrizal.yus@lecturer.pelitaindonesia.ac.id

Robert Marlyn, Institut Bisnis dan Teknologi Pelita Indonesia

Marlyn, Robert was a college student at the Institute of Business and Technology Pelita Indonesia, in Indonesia. He earned his Bachelor of Economy (2020) In Management major from the Institut Bisnis dan Teknologi Pelita Indonesia, Indonesia.

Author's contact detail: Department of Management, Faculty of Business, Institut Bisnis dan Teknologi Pelita Indonesia, Jl. Ahhmad Yani 78-88, Pekanbaru, Indonesia;
Phone Number: +6282285277702; Email:
robertmarlyn.98.rm@gmail.com

References

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