Customer Loyalty In E-Commerce: An Exploration Of Its Influencing Factors

Ikramuddin Ikramuddin, Mariyudi Mariyudi, Faisal Matriadi, Muhammad Roni, Juni Ahyar

Abstract


The purpose of this study is to ascertain the impact of electronic word-of-mouth, trust, and customer satisfaction on customer loyalty among Lhokseumawe City Lazada users. The primary data utilized in this study was collected by giving questionnaires to 140 consumers in Lhokseumawe City who had purchased products using the Lazada application. With the aid of SPSS software version 26, multiple linear regression is the data analysis technique employed. The findings indicated that partial satisfaction, trust, and electronic word-of-mouth had a favorable and significant impact on customer loyalty for Lazada users in Lhokseumawe City.


Keywords


Electronic Word of Mouth Trust; Customer Satisfaction; Customer Loyalty

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References


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DOI: https://doi.org/10.29103/e-mabis.v25i1.1264

Copyright (c) 2024 Ikramuddin Ikramuddin, Mariyudi Mariyudi, Faisal Matriadi, Muhammad Roni, Juni Ahyar

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