Web Design dan Trust: Faktor Kunci dalam Meningkatkan Customer Satisfaction, dan Customer Loyalty pada Online Shopping

Poandy, Bernadeth Ivana and Rahayu, Siti and Widjaja, Fitri Novika (2024) Web Design dan Trust: Faktor Kunci dalam Meningkatkan Customer Satisfaction, dan Customer Loyalty pada Online Shopping. Jurnal Manajemen STIE Muhammadiyah Palopo, 10 (2). pp. 233-249. ISSN 2339-1510; E-ISSN 2684-7841

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Abstract

This study analyzes the impact of web design and trust as moderators in the relationship between e-service quality and customer satisfaction on online shopping platforms in Indonesia. Using a quantitative approach with an online questionnaire, the study involved 330 purposively selected respondents. Data were analyzed using SmartPLS 4.0 for validity, reliability, and structural model testing. The results show that e-service quality positively affects customer satisfaction, with web design and trust strengthening this relationship. This study provides insights for online shopping platforms to enhance customer satisfaction and loyalty through improved design and trust.

Item Type:	Article
Uncontrolled Keywords:	E-Service Quality, Customer Satisfaction, Web Design, Online Shopping
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Ester Sri W. 196039
Date Deposited:	30 Jun 2025 03:14
Last Modified:	30 Jun 2025 03:14
URI:	http://repository.ubaya.ac.id/id/eprint/48766

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