The influence of satisfaction, trust, and commitment on customer loyalty in Tokopedia

Tan, Galatia Antamega (2017) The influence of satisfaction, trust, and commitment on customer loyalty in Tokopedia. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

With increasing internet access, the use of e-commerce services by the population is booming globally and locally in Indonesia. Tokopedia is one of Indonesia’s biggest online marketplaces. This research is an exploratory study about customer loyalty at online shopping. It is motivated by curiosity about what exactly the main factor that trigger the customer loyalty in Tokopedia. The purpose of this study is to examine the influence of satisfaction, trust and commitment on customer loyalty in online shopping. linear regression and quantitative analysis will be used as the data analysis technique. The samples in this research are 100 respondents who shops at Tokopedia. The study results revealed that satisfaction, trust and commitment have impact on loyalty toward online shopping.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Satisfaction, trust, commitment, loyalty
Subjects: Business > Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Galatia Antamega Tan
Date Deposited: 01 Aug 2017 04:53
Last Modified: 01 Aug 2017 04:53
URI: http://repository.ukwms.ac.id/id/eprint/11954

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