Syakir Abdul Wadud, . (2025) ANTESEDEN ELECTRONIC CUSTOMER LOYALTY PADA KONSUMEN TIKTOK SHOP. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study aims to identify the extent to which electronic service quality, digital consumer reviews, and brand perceptions affect electronic customer loyalty on the TikTok Shop platform. This study uses a quantitative approach with the Partial Least Squares – Structural Equation Modeling (PLS-SEM) method and involves 235 TikTok Shop user respondents domiciled in Jakarta. The results of the study indicate that Electronic Service Quality and Electronic Customer Experience have an influence on customer loyalty. On the other hand, Electronic Word of Mouth and Electronic Customer Satisfaction have no influence on electronic customer loyalty. In addition, Brand Image does not moderate the relationship between Electronic Customer Satisfaction and Electronic Word of Mouth on Electronic Customer Loyalty. However, the Electronic Service Quality variable is proven to have an effect on customer satisfaction, and Electronic Customer Experience has an effect on increasing Electronic Word of Mouth. These findings emphasize the importance of improving digital service quality and customer experience in shaping loyalty on social media-based shopping platforms. The implications of this study provide strategic input for companies in designing optimal shopping experiences to encourage sustainable customer loyalty.
| Item Type: | Thesis (Tesis) |
|---|---|
| Additional Information: | [No.Panggil: 2310121014], [Pembimbing: Mahrinasari, Miguna Astuti], [Penguji 1: Yudi Nur Supriadi], [Penguji 2: Mahrinasari], |
| Uncontrolled Keywords: | TikTok Shop, Customer Loyalty, Electronic Service Quality, Customer Experience, Customer Satisfaction, Electronic Word of Mouth, Brand Image |
| Subjects: | H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S2) |
| Depositing User: | SYAKIR ABDUL WADUD |
| Date Deposited: | 19 Aug 2025 07:00 |
| Last Modified: | 19 Aug 2025 07:00 |
| URI: | http://repository.upnvj.ac.id/id/eprint/38023 |
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