PREPARATION OF PAPERS – FACTORS AFFECTING LOYALTY THROUGH ONLINE SHOPPING: THE CASE OF UPPER-MIDDLE CLASS CUSTOMERS IN JAKARTA
Keywords:
Indonesia, Loyalty, Online, Fashion, Satisfaction, Security
Abstract
Purpose – The purpose of this paper is to investigate the factor affecting loyalty through online shopping for uppermiddle class customer in Jakarta towards customer satisfaction to increase customer loyalty. Design/Methodology/Approach – Data were collected through online questionnaire, journal and research studies. Statistical analysis such as descriptive analysis and multiple linear regression were used to analyze the significance of the data. Furthermore the result will be elaborated as the main discussion and conclusion of this paper. Findings – The findings of the multiple linear regression showed that, among the user interface, product information, service information, and security perception factors that have been researched, this study fetched a conclusion that security perception were the significant factors that affected information satisfaction, thus increasing customer loyalty. A major contribution of this study will be its implications for marketers and business owner as this research can be used to assist creation of website or online channel. Furthermore marketer could focus on developing a customized marketing strategy and so able use their resources more efficiently.
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aCommerce : https://www.acommerce.asia
Chou, S., & Hsu, C. (2015). Understanding online repurchase intention: social exchange theory and shopping habit. Information System and e-business management, 19-45.
Diaz, C. (2019, August 10). doofinder. Diambil kembali dari doofinder: http;//www.doofinder.com
Dugdale, A. (2010). Fast Company . Diambil kembali dari http://www.fastcompany.com
eMarketer . (2016). Data and Research on Digital for Business Professionals. New York: eMarketer.
eMarketer. (2016). Data and Research on Digital for Business Professionals. Diambil kembali dari Emarketer: emarketer.com
Global Blue . (2019). Global Blue . Diambil kembali dari Global Blue : https://www.globalblue.com/corporate/market-insights/promising-indonesians
Griffiths, J. (2018). CONSUMER GOODS & RETAIL. Diambil kembali dari CONSUMER GOODS & RETAIL: https://compassmag.3ds.com/3/Industry/BRICKS-MORTAR-Creating-stores-that-consumerswant-to-visit
Ho, E. (2017). Embracing bricks and clicks in Indonesia.
Hollensen, S. (2014). Global Marketing (Vol. 6th Edition).
Pearson. Hosea, M. (2011, May 4). Diambil kembali dari https://www.marketingweek.com/good-firstimpressions-lie-in-the-detail/
Hung, S. (2014). An integrative approach to understanding customer satisfaction with e-service of online stores. Journal of Electronic Commerce Research, 15(1).
Inna, S. (2015). Wary of buying clothes online? Fitrrati has a tech solution to help you find the best fit. Diambil kembali dari https://yourstory.com/2015/04/fitrrati/
Kotler, P., & Armstrong, G. (2014). Principles in Marketing . Pearson. Mackinnon, J. (2017, October 6). Indonesia Tatler. Diambil kembali dari Indonesia Tatler: https://www.indonesiatatler.com/fashion-beauty/fashion/8-online-luxury-market-places-forall-your-high-end-needs#slide-1
Manyika, J., & Roxburgh, C. (2011). The Great Transformer: The impact of the internet on Economic Growth and Prosperity. McKinsey Global Institute.
Mittal, T. (2017). Common problems faced by customers while shopping online. Diambil kembali dari https://yourstory.com/2017/04/common-problems-online-shopping/ Orendorff, A. (2019, February 27). Diambil kembali dari Shopify Plus: shopify.com
Park, C.-H., & Kim, Y.-G. (2003). Identifying key factors affecting consumer purchase behaviour in an online shopping context. International Journal of Retail & Distribution Management, 31(1), 16-29.
Peiris, P., & Kulkarni, D. (2015, December ). Implications of Trust and Usability On E-Commerce Adoption. International Journal of Business and Information, 519-556. PwC. (2018). From mall to mobile: Adjusting to new consumer habits. PwC/ Consumer Insights.
Selnes, F. (1993). An Examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), 19-35.
Shia, B. C., Chen, M., Ramdansyah, A. D., & Wang , S. (2015). Comparison of Decision Making in Adopting E-Commerce between Indonesia and Chinese Taipei (Case Study in Jakarta and Taipei City). American Journal of Industrial and Business Management, 05(12), 748-768. doi:http://www.scirp.org/journal/PaperInformation.aspx?PaperID=61963&#abstract
Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase Intention of Online Shopping. International Business Research, 10(12).
Tan, K. (2016). Unlocking Indonesia’s digital opportunity. McKinsey & Company .
Tee, P. K., Chan Yin-Fah, B., Gharleghi, B., & Samadi, B. (2015). Purchase Intention of International Branded Clothes Fashion among Younger's in Jakarta. International Journal of Business and Social Research, 05(08).
Wojciech , P., & Cuthbertson, R. (2014). Introduction to the Special Issue: Information Technology in Retail: Toward Omnichannel Retailing. International Journal of Electronic Commerce, 5-16.
Xu, B., & Chen, J. (2017). Consumer Purchase Decision Making Process Based on the Traditional Clothing Shopping . Journal of Fashion Technology and Textile Engineering , 5:3.
Xu, B., & Chen, J. (2017). Consumer Purchase Decision- Making Process Based on the Traditional Clothing Shopping Form. J Fashion Technol Textile, 5:3.
Published
2019-11-28
How to Cite
Nandayani, N., Salim, R., & Manaf, P. A. (2019). PREPARATION OF PAPERS – FACTORS AFFECTING LOYALTY THROUGH ONLINE SHOPPING: THE CASE OF UPPER-MIDDLE CLASS CUSTOMERS IN JAKARTA. ICCD, 2(1), 80 - 89. https://doi.org/10.33068/iccd.Vol2.Iss1.240
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