The Influential Factors the E-commerce on Customer Loyalty
DOI:
https://doi.org/10.54691/bcpbm.v20i.1072Keywords:
E-commerce, E-customer Loyalty, Customer Satisfaction, SWOT Analysis, Service Quality.Abstract
The paper highlighted the development situation of E-commerce in the current market environment and the factors that might affect customer loyalty. The data has been conducted in a new energy company that sells their products through a we-media platform named Tiktok in China. The innovation ability of network products, technologies, and services has been improved, and gradually emerged in the trend of development independently. As far as e-commerce is concerned, the value of one loyal consumer is much higher than that of ten ordinary customers and how could a company stand out from the other competition. Nowadays, the online markets offer the new energy business unique benefits and profits. In this situation, the paper discussed the factors that could be involved in and affect the consumer to choose different e-retailers and also how to avoid the dissatisfaction comments from the customer in order to reach more business and advances. The study concluded that the results of customer loyalty can determine the lowest point, as people's satisfaction below this lowest point, loyalty decreased significantly. The findings of this paper suggested that the e-customer service quality, product quality, and a competitive price had a positive relationship with customers choosing e-commerce.
Downloads
References
Griffin Jill. Customer Loyalty: How to earn it, How to keep it. [J] Lexington Books., 2009.(p. 18).
Firmansyah, Fani, and Ni’amin Nurin Nasikha. "The effect of product diversity and service quality on loyalty with customer satisfaction as an intervening variable (study of Toko Pertanian Subur, Pace Nganjuk district)." [J] Journal of Management and Business (2021), 20(1) p: 1-10.
Vukmir, Rade B. "Customer satisfaction." [D] International Journal of Health Care Quality Assurance (2006).
Al-dweeri, Rami Mohammad, Zaid Mohammad Obeidat, Mohammad Ahmad Al-dwiry, Muhammad Turki Alshurideh, and Alaa Mohammad Alhorani. [J] “The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust." International Journal of Marketing (2017): Studies 9, no. 2, p: 92-103.
Fida, Bashir Ahmad, Umar Ahmed, Yousuf Al-Balushi, and Dharmendra Singh. "Impact of service quality on customer loyalty and customer satisfaction in islamic banks in the Sultanate of Oman." [J] Sage Open 10, (2020), no. 2, 2158244020919517.
Gefen, David. "Customer loyalty in e-commerce." [J] Journal of the association for information systems 3, (2002): no. 1, p: 2.
Al-Ayed, S. "The impact of e-commerce drivers on e-customer loyalty: Evidence from KSA." [J] International Journal of Data and Network Science 6, (2022): no. 1, p: 73-80.
Sawin, J.L., Martinot, E., Barnes, D., McCrone, A., Roussell, J., Sims, R., Sonntag-O'Brien, V., Adib, R., Skeen, J., Musolino, E. and Riahi, L., [D] renewables 2011-Global status report. 2013.
Long, Choi Sang, Raha Khalafinezhad, Wan Khairuzzaman Wan Ismail, and Siti Zaleha Abd Rasid. "Impact of CRM factors on customer satisfaction and loyalty." [J] Asian Social Science 9, (2013): no. 10, p: 247.
Lee, Gwo‐Guang, and Hsiu‐Fen Lin. "Customer perceptions of e‐service quality in online shopping." [D] International journal of retail & distribution management (2005).
Hanif, Muzammil, Sehrish Hafeez, and Adnan Riaz. "Factors affecting customer satisfaction." [J] International research journal of finance and economics 60, (2010): no. 1, p: 44-52.
Othman, Abdul Kadir, Lailatul Faizah Abu Hassan, Muhammad Anuar Mohd Ibrahim, Muhammad Sofiq Saripin, Nur Sazatul Anira Sapuan, and Zaidatul Nadhirah Roslan. "Factors that influence customer loyalty in using e-commerce." [J] Journal of Islamic Management Studies 2, (2020): no. 2, p:43-58.
Afsar, Amir, Zeinab Nasiri, and Mahboubeh Ostad Zadeh. "E-loyalty Model in e-Commerce." [J] Mediterranean Journal of Social Sciences 4, (2013): no. 9, p:547.
Vun, Albert Chong Yan, Amran Harun, Jaratin Lily, and Charlie Albert Lasuin. "Service quality and customer loyalty: The mediating role of customer satisfaction among professionals." [J] International Journal of Online Marketing (IJOM) 3, (2013):no. 2, p: 1-19.
Urdea, Ana-Maria, and Cristinel Petrișor Constantin. "Exploring the impact of customer experience on customer loyalty in e-commerce." [J] In Proceedings of the International Conference on Business Excellence, (2021) vol. 15, no. 1, pp. 672-682. 2021.
Goutam, Doddahulugappa. "Customer Loyalty Development in Online Shopping: An Integration of E-Service Quality Model and the Commitment-Trust Theory." [D] National Institute of Technology Karnataka, Surathkal, (2020).
Al-dweeri, Rami Mohammad, Zaid Mohammad Obeidat, Mohammad Ahmad Al-dwiry, Muhammad Turki Alshurideh, and Alaa Mohammad Alhorani. "The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust." [J] International Journal of Marketing Studies 9, (2017): no. 2, p: 92-103.
Downloads
Published
Issue
Section
