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Determinant of customer satisfaction and loyalty in using online shopping applications

Author

Listed:
  • Adjeng Mariana Febrianti

    (Universitas Widyatama)

  • Ruth Margaret Violenta Sihombing

    (Universitas Widyatama)

  • Salsabila Jannatain Catur Soetjipto

    (Universitas Widyatama)

Abstract

Advances in technology and increasing business competition have caused many companies to revisit strategies in order to retain customers. Factors of satisfaction and loyalty are things that have always been the company's goal in obtaining growth. Therefore, understanding the factors that influence satisfaction and loyalty is important. This study was proposed to investigate the factors that can affect consumer satisfaction and loyalty to online application users in booking hotels. This research is a quantitative research using an explanatory research approach. The results show that the goodness of fit as a whole has met the feasibility of the model. Based on the results of the study, practically researchers can recommend the hospitality industry service platform to maintain the quality of Perceived Value and the application of Relational Quality to customers who directly come to the hotel by providing a respectful, empathetic, polite and mild attitude to help what customers need. Key Words:Perceived Value, Relational Quality, Customer Satisfaction, Loyalty

Suggested Citation

  • Adjeng Mariana Febrianti & Ruth Margaret Violenta Sihombing & Salsabila Jannatain Catur Soetjipto, 2022. "Determinant of customer satisfaction and loyalty in using online shopping applications," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(2), pages 119-126, March.
    • Handle: RePEc:rbs:ijbrss:v:11:y:2022:i:2:p:119-126
    DOI: 10.20525/ijrbs.v11i2.1609
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    References listed on IDEAS

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