Peran Mediasi Kepuasan Terhadap Loyalitas dengan Basis E-Keamanan pada Pengguna E-Marketplace Indonesia
DOI:
https://doi.org/10.59725/de.v31i1.165Keywords:
E-marketplace, E-Security, User Satisfaction, User LoyaltyAbstract
Digitalization is increasing in Indonesia, this also happens in the world of shopping. the benefits gained by the e-marketplace platform are so great, 2 large companies in Indonesia have experienced trillions of rupiah in profits. but this also raises concerns in online shopping, there are many cases where data is often hacked by irresponsible people. so in this case the main study of this study is to analyze the mediation effect of customer satisfaction on user loyalty based on E-security. this study is a quantitative study with the population of this study being all Indonesian E-marketplace users. while the research sample in this study amounted to 140 respondents. the results of the study in this study in the form of e-security directly affect user satisfaction and user loyalty, besides that user satisfaction can mediate the relationship between e-security and user loyalty.
References
Abdullah, L. Z., Apriliyanto, N., & Junianingrum, S. (2023). Determinants of repurchase intention in the Indonesian e-commerce platforms. Journal of Enterprise and Development (JED), 5.
Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123–138. https://doi.org/10.1002/mar.10063
Apriliyanto, N. (2022a). Keunggulan bersaing sebagai mediasi citra perusahaan dan kualitas pelayanan terhadap keberlanjutan usaha. Journal Economic Insights, 1(1), 11–24.
Apriliyanto, N. (2022b). Peran customer trust dan customer satisfaction terhadap repurchase intention. Journal Economic Insights, 1(2), 85–91. https://jei.uniss.ac.id/index.php/v1n1/article/view/30
Armesh, H., Salarzehi, H., Yaghoobi, N. M., Heydari, A., & Nikbin, D. (2010). The effects of security and privacy information on trust & trustworthiness and loyalty in online marketing in Malaysia. International Journal of Marketing Studies, 2(2), 223–234. https://doi.org/10.5539/ijms.v2n2p223
Berliana, C., & Negeri Surabaya, U. (2022). Effect of e-service quality, e-trust, and commitment on e-loyalty with e-satisfaction as a mediation variable. Management Studies and Entrepreneurship Journal, 3(4). http://journal.yrpipku.com/index.php/msej
Bernarto, B. G. I., & G. R. (2021). Pengaruh e-security, e-service quality terhadap e-satisfaction dan pengaruh e-satisfaction, e-security, dan e-service quality terhadap e-repurchase intention secara langsung pada pengguna e-commerce Tokopedia. Jurnal Administrasi Bisnis (JAB), 11(2).
Cahyo, S. D. (2023). Hubungan antar trust dan consumer positive emotion dengan loyalty. Journal Economic Insights, 2(1). https://jei.uniss.ac.id/
Cahyo, S. D., Riyanti, A., & Kuwatno, K. (2023). The relationship of digital literacy, creativity, and the use of e-commerce to online entrepreneurship intention. Jurnal Cafetaria, 4(2). https://doi.org/10.51742/akuntansi.v4i2.1026
Carlos Roca, J., José García, J., & José de la Vega, J. (2009). The importance of perceived trust, security, and privacy in online trading systems. Information Management & Computer Security, 17(2), 96–113. https://doi.org/10.1108/09685220910963983
Digital, M. (2023, October 30). Walau kompetisi ketat, pendapatan bersih GOTO Q3-2023 naik 32% jadi Rp11 T. Bisnis.com. https://market.bisnis.com/read/20231030/7/1709435/walau-kompetisi-ketat-pendapatan-bersih-goto-q3-2023-naik-32-jadi-rp11-t
Farisal Abid, M. M., & Purbawati, D. (2020). Pengaruh e-security dan e-service quality terhadap e-repurchase intention dengan e-satisfaction sebagai variabel intervening pada konsumen e-commerce Lazada di FISIP UNDIP. Jurnal Ilmu Administrasi Bisnis, 9(1), 93–100. https://doi.org/10.14710/jiab.2020.26227
Garson, G. D. (2016). Partial least squares regression & structural equation models. Statistical Publishing Associates.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R. Springer International Publishing. https://doi.org/10.1007/978-3-030-80519-7
Junianingrum, S., Apriliyanto, N., & Abdullah, L. Z. (2023). Repurchase intention based on e-service quality and customer trust at three top brand e-commerce Indonesia. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 12(2), 226–240. https://doi.org/10.46367/iqtishaduna.v12i2.1513
Kharisma Putra, G., & Yuni Astuti, F. (2021). Pengaruh customer centric dan religious framing terhadap keputusan pembelian.
Lubis, M. D., & Sitorus, D. H. (2023). Pengaruh kemudahan, keamanan, dan kepercayaan terhadap loyalitas konsumen. Target: Jurnal Manajemen Bisnis, 5(2), 209–218. https://doi.org/10.30812/target.v5i2.3021
Mariana, Y., & Aidil Fadli, J. (2022). Pengaruh e-service quality, e-trust, e-satisfaction terhadap e-loyalitas nasabah perbankan Indonesia. Jurnal Multidisiplin Indonesia, 1(1), 186–200. https://doi.org/10.58344/jmi.v1i1.21
Maryono, I. P. (2022). Citra merek terhadap loyalitas konsumen Lazada. Jurnal Manajemen, 1(2).
Nangin, M. A., Barus, I. R. G., & Wahyoedi, S. (2020). The effects of perceived ease of use, security, and promotion on trust and its implications on fintech adoption. Journal of Consumer Sciences, 5(2), 124–138. https://doi.org/10.29244/jcs.5.2.124-138
Prasetyo, A., & Maya Zulfa, N. (2023). Peningkatan kepuasan kerja karyawan berbasis kepemimpinan, fasilitas kerja dan lingkungan kerja di objek wisata Pantai Cahaya Kendal. Journal Economic Insights, 2(2). https://jei.uniss.ac.id/
Prasetyo, A., Zaini Abdullah, L., & Artikel, I. (2023). Efek promosi terhadap minat beli pada krupuk rambak “Dwi Joyo” melalui variabel mediasi kesadaran merek. Journal Economic Insights, 2(1). https://jei.uniss.ac.id/
Prastya, D. (2024, March 5). Bertahun-tahun bakar duit, induk Shopee akhirnya untung juga. Suara.com. https://www.suara.com/tekno/2024/03/05/121836/bertahun-tahun-bakar-duit-induk-shopee-akhirnya-untung-juga
Putra Perdana, D., Apriliyanto, N., Artikel, I., & lainnya. (2023). Efek mediasi kepuasan kerja pada niat karyawan untuk keluar dengan penekanan kepemimpinan transformasional. Journal Economic Insights, 2(2). https://jei.uniss.ac.id/
Saefudin, S., Kurdi, S., & Apriliyanto, N. (2022). Implementation of quick response (QR) code in Indonesian restaurants: Integration of protection motivation theory (PMT) and theory of planned behavior (TPB). Jurnal Mantik, 6(2).
Santia, T. (2024, January 6). Kemendag terima 7.707 laporan konsumen di 2023, terbanyak soal e-commerce. Liputan6.com. https://www.liputan6.com/bisnis/read/5498660/kemendag-terima-7707-laporan-konsumen-di-2023-terbanyak-soal-e-commerce
Sugiyono. (2022). Metode penelitian kuantitatif, kualitatif, dan R&D (Edisi 2, Cetakan 4). Alfabeta.
