The Role of Customer Trust Toward Digital Sales and Website Visitor Satisfaction on Customer Loyalty of Zara Indonesia
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Published:
Mar 16, 2024
Keywords:
Website, Perceived Security, Satisfaction, Customer Loyalty
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Abstract
This study examines the variables that affect e-trust and e-satisfaction and how they affect e-loyalty. This study employs a conclusive and descriptive research design, gathering data through survey-based methodologies. Researchers utilize a particular kind of survey called a questionnaire. Only one cross-sectional research design was used in this study. Non-probability sampling combined with a judgmental sampling strategy is the method employed for sampling. LISREL is used in this study to process data utilizing SEM methods. According to the research, e-satisfaction is significantly positively impacted by perceived delivery efficiency. It was discovered, nevertheless, that e-satisfaction was not considerably affected by website design. Aside from that, e-trust is not significantly impacted by website design. However, e-trust is significantly positively affected by online privacy and security perceptions. Furthermore, it was discovered that e-loyalty is significantly positively affected by e-satisfaction. Ultimately, it was found that e-trust significantly improves e-loyalty as well.
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Sudirjo, F., Novita Sari, E., Yuliani, Hendra, & Apramilda, R. (2024). The Role of Customer Trust Toward Digital Sales and Website Visitor Satisfaction on Customer Loyalty of Zara Indonesia. Jurnal Informasi Dan Teknologi, 6(1), 291-296. https://doi.org/10.60083/jidt.v6i1.517
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This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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[21] Rachmad, Y. E. (2022). Social Media Marketing Mediated Changes In Consumer Behavior From E-Commerce To Social Commerce. International Journal of Economics and Management Research, 1(3), 227-242.
[22] Judijanto, L., Asniar, N., Kushariyadi, K., Utami, E. Y., & Telaumbanua, E. (2024). Application of Integrated Logistics Networks in Improving the Efficiency of Distribution and Delivery of Goods in Indonesia a Literature Review. Sciences du Nord Economics and Business, 1(01), 01-10.
[23] Cyr, D., & Head, M, "The effects of website design on purchase intention in online shopping: the mediating role of trust and the moderating role of culture," Int. J. Electronic Business, vol. 8, no. 4, 2020.
[24] Brengman, M., & Hove, L. V, "The Effect of Website Design Dimensions on Initial Trust: A Synthesis of The Empirical Literature," Journal of Electronic Commerce Research; Long Beach, vol. 12, no. 4, 2021.
[25] Tseng, Y. L, "The impact of electronic-service quality on online shopping behavior," Total Quality Management & Business Excellence, 2022.
[26] Rachmad, Y. E. (2022). MediVerse: Challenges And Development Of Digital Health Transformation Towards Metaverse in Medicine. Journal of Engineering, Electrical and Informatics, 2(2), 72-90.
[27] Munkhbold, E, "Effects of E-Customer Satisfaction and E-Trust on E-Loyalty: Mongolian Online Shopping Behavior," International Congress on Advanced Applied Informatics, 2022.
[2] Wu, C. S., & Chen, Y. C "Creating customer loyalty in online brand communities," Computers in Human Behavior, vol. 4, 2021.
[3] Rachmad, Y. E. (2022, September). The Influence And Impact of The Money Burning Strategy on The Future of Startups. In Adpebi Science Series, Proceedings of Adpebi International Conference on Management, Education, Social Science, Economics and Technology (AICMEST) (Vol. 1, No. 1).
[4] Rini, E. S., Ginting, P., & Sembiring, B. K. F. (2017, November). Impact of eCommerce service quality, recovery service quality, and satisfaction in Indonesia. In 2017 International Conference on Sustainable Information Engineering and Technology (SIET) (pp. 35-40). IEEE.
[5] Endang, S. R., & Beby, K. S. (2018). The Effect of E-Service Quality and E-Recovery Service Quality on E-Loyalty through E-Satisfaction, on E-Commerce in Indonesia. The International Journal of Business & Management.
[6] Ginting, P., Rini, E. S., & Sembiring, B. K. (2018). Pengaruh E-Servqual dan E-Recovery Service Quality Terhadap E-Loyalty Melalui E-Satisfaction pada Marketplace E-Commerce di Indonesia (Doctoral dissertation, Universitas Sumatera Utara).
[7] Sjaklif, V., & Pandiangan, B. (2020). The Influence of Brand Equity on Consumer Purchase Decisions (Study Case On Tokopedia E-Commerce). International Journal Economic and Business Applied, 1(2), 231-243.
[8] Hendra, H. (2023). New Consumer and Marketing Patterns In The Post-Pandemic Scenario Are Paving The Way For The SDGs Implementation. International Journal of Artificial Intelligence Research, 7(1.1).
[9] Dewi, N. K. A. K., & Wilantika, N. (2022). Pengembangan Sistem Informasi Layanan Dokumen Alumni Politeknik Statistika STIS. Jurnal Teknologi Informasi dan Ilmu Komputer, 9(2), 255-362.
[10] Ichsan, I., Subroto, D. E., Dewi, R. A. P. K., Ulimaz, A., & Arief, I. (2023). The Effect of Student Worksheet With Creative Problem Solving Based On Students Problem Solving Ability. Journal on Education, 5(4), 11583-11591.
[11] Wicaksono, S. R., Lubis, M. S. A., Suprapto, E., Khasanah, K., & Ulimaz, A. (2021). Improvisation of Project Based Learning With Combination of Collaborative Learning as Rapid Response to Pandemic Learning. Jurnal Iqra': Kajian Ilmu Pendidikan, 6(2), 215-224.
[12] Ulimaz, A. (2019). Hasil belajar mahasiswa prodi DIII agroindustri pada materi parameter limbah cair menggunakan media pembelajaran kahoot. Jurnal Pendidikan Hayati, 5(4).
[13] Kushariyadi, K., & Sugito, B. (2022). Optimasi Distribusi Transportasi Bahan Bakar Minyak (BBM) Jenis Bio Solar di Wilayah Jawa Tengah. NUSANTARA: Jurnal Ilmu Pengetahuan Sosial, 9(2), 162-169.
[14] Nasution, M. A., Tawil, M. R., Kushariyadi, K., Gumerung, J. W. L., & Lumentah, L. (2024). The Influence of Green Marketing Strategy on Purchasing Decisions with Emotional Desire as a Moderating Variable. International Journal of Economic Literature, 2(2), 386-394.
[15] Kanyoma, I. R., Venriza, O., & Kushariyadi, K. (2023). Optimalisasi Penambahan Odorant pada Gas Mengunakan Metode Time Series di PT. XYZ. Lembaran publikasi minyak dan gas bumi, 57(2), 43-53.
[16] Rachmad, Y. E., & Budiyanto, B. (2022, March). Perception Analysis of Sales Volume on Partner Who Using Three Food Delivery Apps in Surabaya. In International Conference of Business and Social Sciences (pp. 116-122).
[17] Adi, T. W., Kushariyadi, K., Ardiansah, N., & Hudy, F. K. (2023). Analisis importasi barang dengan skema bc 1.6 dengan bc 2.0 menggunakan simulasi dinamis, studi kasus ban truck tambang dengan rig pengeboran. INOBIS: Jurnal Inovasi Bisnis dan Manajemen Indonesia, 6(2), 246-256.
[18] Rachmad, Y. E. (2022, June). Perception of Social Media Marketing by Users of E-Commerce Marketplace and Online Food Delivery. In Proceeding of The International Conference on Economics and Business (Vol. 1, No. 1, pp. 121-134).
[19] Adi, T. W., Aristantia, S. E., & Taufiqurrahman, M. A. (2023). Analisis Rute Distribusi BBM di Pertashop Menggunakan Metode Saving Matrik. Jurnal Sistim Informasi dan Teknologi, 51-56.
[20] Supadiyono, B. (2021, June). Pengusahaan Penambangan Minyak Bumi pada Sumur Tua oleh Masyarakat Desa Ledok Kecamatan Sambong Kabupaten Blora. In Prosiding Seminar Nasional Teknologi Energi dan Mineral (Vol. 1, No. 1, pp. 29-37).
[21] Rachmad, Y. E. (2022). Social Media Marketing Mediated Changes In Consumer Behavior From E-Commerce To Social Commerce. International Journal of Economics and Management Research, 1(3), 227-242.
[22] Judijanto, L., Asniar, N., Kushariyadi, K., Utami, E. Y., & Telaumbanua, E. (2024). Application of Integrated Logistics Networks in Improving the Efficiency of Distribution and Delivery of Goods in Indonesia a Literature Review. Sciences du Nord Economics and Business, 1(01), 01-10.
[23] Cyr, D., & Head, M, "The effects of website design on purchase intention in online shopping: the mediating role of trust and the moderating role of culture," Int. J. Electronic Business, vol. 8, no. 4, 2020.
[24] Brengman, M., & Hove, L. V, "The Effect of Website Design Dimensions on Initial Trust: A Synthesis of The Empirical Literature," Journal of Electronic Commerce Research; Long Beach, vol. 12, no. 4, 2021.
[25] Tseng, Y. L, "The impact of electronic-service quality on online shopping behavior," Total Quality Management & Business Excellence, 2022.
[26] Rachmad, Y. E. (2022). MediVerse: Challenges And Development Of Digital Health Transformation Towards Metaverse in Medicine. Journal of Engineering, Electrical and Informatics, 2(2), 72-90.
[27] Munkhbold, E, "Effects of E-Customer Satisfaction and E-Trust on E-Loyalty: Mongolian Online Shopping Behavior," International Congress on Advanced Applied Informatics, 2022.