The Effect Of System Quality, Information Quality, And Service Quality On Loyalty With Customer Satisfaction Mediation

Tunggal Cahyoadi

Abstract


Abstract. Realizing loyal customers is the strategy of every online store manager in the midst of high competition. Therefore, the overall quality-based customer loyalty enhancement model is urgent. This study aims to analyze the effect of the quality of online stores as a whole which consists of system quality, information quality, and service quality on customer satisfaction and customer loyalty. This study used an explanatory survey approach with the population being the people of Semarang City. The sample of this research is focused on customers of online shops or market places in the city of Semarang. Samples were taken using a quota sampling approach with a total of 100 people. The analysis technique is Structural Equation Modeling (SEM) with IBM Amos 22 software. The results showed that system quality and information quality had a positive effect on customer satisfaction and customer loyalty. Service quality has a positive effect on customer satisfaction but does not have a direct effect on customer loyalty. Other results indicate the important role of customer satisfaction as a mediation of the overall quality relationship with customer loyalty.

Keywords: customer; information; satisfaction; system; quality.



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