Analysis of the Influence of Website Quality to Customer’s Loyalty on E-Commerce

Q3 Computer Science

International Journal of Electronic Commerce Studies Pub Date : 2021-02-01 DOI:10.7903/IJECS.1892

C. Candiwan, Cokro Wibisono

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引用次数: 9

Abstract

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

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电子商务中网站质量对顾客忠诚度的影响分析

印尼电子商务的竞争使得国内外的电子商务公司都在规划战略以赢得竞争。顾客忠诚度是企业在竞争中取得领先地位的重要因素。本研究的重点是网站质量对客户忠诚度的影响程度。本研究亦以顾客满意为中介因子，找出网站品质中哪一个因素对顾客忠诚的影响最大。采用WebQual4.0方法对影响电子商务客户忠诚度的因素进行了分析，该方法由三个维度组成。本研究中使用的样本是400名受访者。使用的数据分析技术是使用3.0版本SmartPLS的结构方程模型(SEM)和重要性和性能图分析(IPMA)。SEM分析表明，信息质量是唯一对JD客户满意度和忠诚度有显著正向影响的因素。而可用性和服务性因素对用户满意度没有显著的正向影响。IPMA分析表明，需要改进的性能是准确详细的信息维护和内容开发。关键词:SmartPLS, SEM, WebQual 4.0，可用性，信息质量，服务交互质量，JD.id

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来源期刊

International Journal of Electronic Commerce Studies Computer Science-Computer Science Applications

CiteScore

1.40

自引率

0.00%

发文量

期刊介绍： The IJECS is a double-blind referred academic journal for all fields of Electronic Commerce. To serve as an international platform, the IJECS encourages manuscript submissions from authors all around the world. As a multi-discipline journal, The IJECS welcome both technology oriented and business oriented electronic commerce research articles. The purpose of the International Journal of Electronic Commerce Studies is to promote electronic commerce research and provide worldwide scholars a place to publish their innovative work in electronic commerce. To be published in the journal, the manuscript must make strong empirical, theoretical, or practical contributions and highlight the significance of the contributions to the electronic commerce field. Thus, preference is given to submissions that test, extend, or build strong theoretical frameworks for electronic commerce theory, electronic commerce system development, and electronic commerce practice. The journal is not tied to any particular national context; the geographic distribution of authors publishing in the journal came from countries around the world. Articles introducing cases of innovative applications in electronic commerce around the world are also published in the journal. The journal provides scholars opportunities to realize the electronic commerce research and development around the world. Articles in the International Journal of Electronic Commerce Studies will include, but are not limited to the following areas.