The influence of system quality, information quality, e-service quality and perceived value on Shopee consumer loyalty in Padang City

Abstract

Electronic commerce (e-commerce) developing rapidly in Indonesia in recent years, which is one of effort to expand the reach of marketing to be more effective and efficient. This study aims to examined the effect of system quality, information quality, e-service quality and perceived value to online loyalty on Shopee customer at Padang City. This is explanatory research with quantitative method. The data were collected from 250 customer of Shopee, that have an shopped on Shopee's website more than twice. This research uses SEM-PLS with smartPLS 3 program. The result show that system quality, information quality, e-service quality and perceived value had positive and significant influence on online loyalty. Therefore, this study provides an overview of e-commerce website consumers who are more concerned about the quality of websites, so companies must focus on improving the quality of e-commerce websites.