GDL

Antecedents of Trust and Its Impact on Loyalty: An Empirical Study on E-Commerce's Customer in Surabaya

ISSN 2223-4985
Journal from gdlhub / 2017-08-14 11:52:31
Oleh : Sumarto , Prasetyo Hadi , Eko Purwanto , Dewi Khrisna , International Journal of Information and Communication Technology Research
Dibuat : 2012-06-23, dengan 1 file

Keyword : Loyalty, Trust, Ability, Communication, Integrity
Subjek : Antecedents of Trust and Its Impact on Loyalty: An Empirical Study on E-Commerce's Customer in Surabaya
Url : http://esjournals.org/journaloftechnology/archive/vol2no2/vol2no2_4.pdf
Sumber pengambilan dokumen : Internet

This research aimed to analyze the factors that affect e-commerce customer loyalty in Surabaya. Stages of analysis include


1) analyze the effect of ability, communications and vendor integrity variables on trust (trust) e-commerce customers in


Surabaya, 2) analyze the effect of ability, communication and vendor integrity variables on the level of e-commerce


customer loyalty in Surabaya and 3) analyze the influence of the trust variable on the level of e-commerce customer loyalty


in Surabaya. This research was conducted by taking sampling of e-commerce users in Surabaya. The main instrument of


data collection was in the form of questionnaire measured in Likert scale. Questionnaires were sent to respondents through


mailing lists and interviews. Total respondents were 122 and the data was analyzed using Structural Equation Model


(SEM). The result shows that communication and integrity have no significant effect on trust. Furthermore ability and


integrity directly have no significant effect on loyalty. Communication and trust directly effect loyalty. Thus,


communication and customer trust to vendor have an important influence on e-commerce customer loyalty in Surabaya.

Deskripsi Alternatif :

This research aimed to analyze the factors that affect e-commerce customer loyalty in Surabaya. Stages of analysis include


1) analyze the effect of ability, communications and vendor integrity variables on trust (trust) e-commerce customers in


Surabaya, 2) analyze the effect of ability, communication and vendor integrity variables on the level of e-commerce


customer loyalty in Surabaya and 3) analyze the influence of the trust variable on the level of e-commerce customer loyalty


in Surabaya. This research was conducted by taking sampling of e-commerce users in Surabaya. The main instrument of


data collection was in the form of questionnaire measured in Likert scale. Questionnaires were sent to respondents through


mailing lists and interviews. Total respondents were 122 and the data was analyzed using Structural Equation Model


(SEM). The result shows that communication and integrity have no significant effect on trust. Furthermore ability and


integrity directly have no significant effect on loyalty. Communication and trust directly effect loyalty. Thus,


communication and customer trust to vendor have an important influence on e-commerce customer loyalty in Surabaya.

Beri Komentar ?#(0) | Bookmark

Properti	Nilai Properti
ID Publisher	gdlhub
Organisasi	International Journal of Information and Communication Technology Research
Nama Kontak	Herti Yani, S.Kom
Alamat	Jln. Jenderal Sudirman
Kota	Jambi
Daerah	Jambi
Negara	Indonesia
Telepon	0741-35095
Fax	0741-35093
E-mail Administrator	elibrarystikom@gmail.com
E-mail CKO	elibrarystikom@gmail.com