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Improving Satisfaction and Loyalty of Online Shop Customer Based on E-Commerce Innovation and E-Service Quality

Gadjah Mada International Journal of Business (GamaIJB) · Vol. 24 No. 1 (2022) · pp. 56–81

DOI
10.22146/gamaijb.58783
ISSN
2338-7238, 1411-1128
Published
2022-01-12
Publisher
Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada
Language
eng
License
creativecommons.org/licenses/by-sa/4.0

Abstract

The purpose of this study is to develop new knowledge related to innovation in e-commerce, which we call e-commerce innovation, and how its impact on customer satisfaction and loyalty, together with e-service quality, in the context of an online shop in Indonesia. Several measurement items of e-commerce innovation were adopted and modified from the existing literature. To answer how the impact on customer satisfaction and loyalty, then used partial least squares structural equation modeling to analyze data from 400 respondents. Empirical test results found that e-commerce innovation and e-service quality can each increase customer satisfaction and loyalty. It is also known that in the context of online shop customers in Indonesia, its easier to create customer satisfaction than customer loyalty.

Keywords

Collaboration network of the authors

5 authors · 10 co-authorship links · 4 across different organisations

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  • Institut Bisnis dan Teknologi Pelita Indonesia
  • American University of the Middle East
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
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Co-authorOrganisationJoint articles

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.ugm.ac.id/gamaijb/oai, first harvested 28 Okt 2026, last seen 28 Okt 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">Improving Satisfaction and Loyalty of Online Shop Customer Based on E-Commerce Innovation and E-Service Quality</dc:title>
	<dc:creator>Rahman, Sarli</dc:creator>
	<dc:creator>Fadrul, Fadrul</dc:creator>
	<dc:creator>Momin, Mujtaba M</dc:creator>
	<dc:creator>Yusrizal, Yusrizal</dc:creator>
	<dc:creator>Marlyn, Robert</dc:creator>
	<dc:subject xml:lang="en-US">Business; Management; Marketing Management</dc:subject>
	<dc:subject xml:lang="en-US">E-commerce innovation; E-service quality; Customer satisfaction; Customer loyalty; Online shop</dc:subject>
	<dc:subject xml:lang="en-US">M31; O30</dc:subject>
	<dc:description xml:lang="en-US">The purpose of this study is to develop new knowledge related to innovation in e-commerce, which we call e-commerce innovation, and how its impact on customer satisfaction and loyalty, together with e-service quality, in the context of an online shop in Indonesia. Several measurement items of e-commerce innovation were adopted and modified from the existing literature. To answer how the impact on customer satisfaction and loyalty, then used partial least squares structural equation modeling to analyze data from 400 respondents. Empirical test results found that e-commerce innovation and e-service quality can each increase customer satisfaction and loyalty. It is also known that in the context of online shop customers in Indonesia, its easier to create customer satisfaction than customer loyalty.</dc:description>
	<dc:publisher xml:lang="en-US">Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2022-01-12</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.ugm.ac.id/gamaijb/article/view/58783</dc:identifier>
	<dc:identifier>10.22146/gamaijb.58783</dc:identifier>
	<dc:source xml:lang="en-US">Gadjah Mada International Journal of Business; Vol 24, No 1 (2022): January-April; 56-81</dc:source>
	<dc:source>2338-7238</dc:source>
	<dc:source>1411-1128</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.ugm.ac.id/gamaijb/article/view/58783/33090</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2022 Gadjah Mada International Journal of Business</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
</oai_dc:dc>