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All Journal Benefit: Jurnal Manajemen dan Bisnis
Muhammad Febri Hardiansyah
Fakultas Ekonomika dan Bisnis, Universitas Gadjah Mada
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Kualitas Layanan Toko Terhubung Terhadap Kepuasan dan Loyalitas Pelanggan Muhammad Febri Hardiansyah; Sahid Susilo Nugroho
Benefit: Jurnal Manajemen dan Bisnis Benefit : Kumpulan Makalah Diskusi Dosen FE UMS Volume 16 No 2 Desember 2012
Publisher : Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/benefit.v16i2.1363

Abstract

The study aims to examine the relationship between buying environment characteristics, esatisfactionand e-loyalty referring to the research model from Kim et al. (2009) that is applied to apparel product category in the US as a developed country. The study offers a new empirical perspective by investigating electronic product category in Indonesia as adeveloping country.The study conduct a survey method to reach a purposive sample of 200 consumers from 4big cities in Indonesia that are Jakar ta, Bandung, Yogyakarta and Surabaya. The findingsprove that among six online service attributes, only convenience and information caninflluence e-satisfaction significantly. Web appearance, entertainment value, communication and customization are failed to be a significant predictors of e satisfaction. In the next step, e-satisfaction influences e-loyalty significantly.
Co-Authors Sahid Susilo Nugroho