Pengaruh Interaction Quality, Content Quality, Service Quality terhadap Customer Loyalty melalui Customer Satisfaction pada Pelanggan Lazada di Surabaya

Abstract

E-commerce market in Indonesia began to increase along with the times and this caused inter-e-commerce companies in Indonesia to compete to achieve Customer Loyalty. One of the e-commerce companies that achieve customer loyalty is Lazada. This is evidenced by the achievement of Lazada in 2017 that reaches visitors per month higher than competitors ie Tokopedia and Elevania. This study aimed to analyze the influence of Interaction Quality, Content Quality, Service Quality to Customer Loyalty and mediated by Customer Satisfaction. The data used is data collected in 2018. Data collection by distributing questionnaires. The number of respondents in this study is 100 respondents who are used as a sample in this study by using non-probability sampling with snowball sampling method. This research uses quantitative approach with multiple regression analysis technique and SPSS 16 program. The result of this research indicates that Interaction Quality and Service Quality variables significantly influence Customer Satisfaction while Content Quality variable has no significant effect on Customer Satisfaction. Variable Customer Satisfaction have significant effect to Customer Loyalty