Analysis of the Influence of Website Quality to Customer’s Loyalty on E-Commerce
DOI:
https://doi.org/10.7903/ijecs.1892Keywords:
SmartPLS, SEM, WebQual 4.0, Usability, Information Quality, Service Interaction Quality, JD.idAbstract
The competition of e-commerce in Indonesia makes domestic and foreign e-commerce companies plan strategies to win the competition. Customer’s loyalty is an important factor to lead in the competition. This research focuses on how much influence of the website quality on customer’s loyalty. This study also finds out which factor of website quality has the most influence on customer’s loyalty with customer’s satisfaction as a mediating factor. Factors that influence e-commerce customer’s loyalty were analysed using the WebQual4.0 method which consists of three dimensions. The samples used in this research were 400 respondents. The data analysis techniques used were Structural Equational Model (SEM) using version 3.0 SmartPLS and Importance and Performance Map Analysis (IPMA). The analysis of SEM showed that the information quality was the only one that had a positive and significant influence on customer’s satisfaction and loyalty on the JD.id website, while the usability and service factors had no positive and significant effect. The analysis of IPMA showed that the performances that should be improved were the maintenance of accurate and detailed information and content development.
Keywords: SmartPLS, SEM, WebQual 4.0, Usability, Information Quality, Service Interaction Quality, JD.id
References
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V. Gaffar, Manajemen Bisnis. Bandung: Alfabeta, 2007.
L. Van Huy and P. D. Tuyen, “The Relationship among Website Quality, Consumer Satisfaction, and Loyalty in Vietnamese Banking Sector,” J. Econ. Dev., vol. 22, no. 3, pp. 81–101, 2015.
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S. Barnes and R. Vidgen, “WebQual : An Exploration of Web-Site Quality. WebQual : An Exploration of Web-site Quality,” no. January, 2000.
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M. Konečnik Ruzzier, M. Ruzzier, and R. Hisrich, “Value, satisfaction and customer’s loyalty,” Mark. Entrep. SMEs, no. November, pp. 21–36, 2014.
J. Fulcher, “Customer’s satisfaction,” Manuf. Syst., vol. 15, no. 1, p. 66, 1997.
Griffin Jill, Customer’s loyalty:Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan, 2nd ed. Erlangga, 2005.
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E. A.- Manasra, “Mohammed Khair” Saleem Abu Zaid, and F. TaherQutaishat, “Investigating the Impact of Website Quality on Consumers’ Satisfaction in Jordanian Telecommunication Sector,” Arab Econ. Bus. J., vol. 8, no. 1–2, pp. 31–37, 2013.
Z. bt Khalifah, W. C. Bing, and N. H. Hashim, “The Influence of Website Quality Dimensions on Customer’s satisfaction in Travel Website,” Ijsch.Com, vol. 8, no. 11, pp. 3438–3444, 2015.
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L. S. Liong, H. H. Tat, A. Rasli, and A. Jusoh, “Relationship Between Service Quality , Satisfaction , and Loyalty of Google,” Int. J. Electron. Commer. Stud., vol. 2, no. 1, pp. 35–56, 2011.
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J. F. Hair, W. C. Black, B. J. Babin, and R. E. Anderson, Multivariate Data Analysis, 7th ed. Edinburgh Gate: Pearson Education Limited, 2014.
M. R. Ab Hamid, W. Sami, and M. H. Mohmad Sidek, “Discriminant Validity Assessment: Use of Fornell & Larcker criterion versus HTMT Criterion,” J. Phys. Conf. Ser., vol. 890, no. 1, 2017.
J. F. Hair, C. M. Ringle, and M. Sarstedt, “Editorial Partial Least Squares Structural Equation Modeling : Rigorous Applications , Better Results and Higher Acceptance,” Long Range Plann., vol. 46, pp. 1–12, 2013.
K. K. Wong, “Partial Least Squares Structural Equation Modeling ( PLS-SEM ) Techniques Using SmartPLS,” Mark. Bull., vol. 24, 2013.
C. M. Ringle and M. Sarstedt, “Gain More Insight from Your PLS-SEM Results : The Importance-Performance Gain more insight from your PLS-SEM results The importance-performance map analysis,” no. February, 2016.
I. Ghozali and H. Latan, Partial Least Square Konsep, Teknik dan Aplikasi Menggunakan Aplikasi SmartPLS 3.0, 2nd ed. Semarang: Undip, 2015.
A. K. Nugroho and P. K. Sari, “Analisis Pengaruh Kualitas Website Tokopedia Terhadap Kepuasan Pengguna Menggunakan Metode Webqual 4 . 0 The Effect Analysis Of Tokopedia Website Quality Towards User Satisfaction Using Webqual 4 . 0 Method,” e-Proceeding Manag., vol. 3, no. 3, pp. 2930–2937, 2016.
S. M. C. Loureiro, “The effect of perceived benefits, trust, quality, brand awareness/associations and brand loyalty on internet banking brand equity,” Int. J. Electron. Commer. Stud., vol. 4, no. 2, pp. 139–158, 2013.
