TINGKAT CUSTOMER LOYALTY PADA PRODUK FASHION ONLINE

Authors

  • Putu Arya Abhirakshantu Mp Universitas Katolik Indonesia Atma Jaya
  • Yasinta Soelasih Universitas Katolik Indonesia Atma Jaya

DOI:

https://doi.org/10.32524/jkb.v23i1.1331

Keywords:

online customer experience, perceived price, product quality, customer satisfaction, customer loyalty

Abstract

Purpose

This study examines the influence of online customer experience, perceived price, and product quality on customer loyalty, mediated by customer satisfaction, in the context of fashion products purchased via e-commerce platforms.

Design/Methodology/Approach

A quantitative survey was conducted among individuals who had purchased fashion products online. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) via SmartPLS 3.

Findings

The results show that online customer experience, perceived price, and product quality positively and significantly affect customer satisfaction. Customer satisfaction also partially mediates the relationship between these variables and customer loyalty.

Practical Implications

The findings highlight the importance of enhancing online experience, pricing strategies, and product quality to foster customer satisfaction and loyalty.

Originality/Value

This study offers empirical insights into the partial mediating role of customer satisfaction in e-commerce, enriching the understanding of consumer behavior in online fashion retail.

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Published

2025-03-30

How to Cite

Arya Abhirakshantu Mp, P., & Soelasih, Y. . (2025). TINGKAT CUSTOMER LOYALTY PADA PRODUK FASHION ONLINE . Jurnal Keuangan Dan Bisnis, 23(1), 1-20. https://doi.org/10.32524/jkb.v23i1.1331

Issue

Vol. 23 No. 1 (2025): Jurnal Keuangan Dan Bisnis Volume 23, Number 1, March 2025

Section

Research Articles

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Copyright (c) 2025 Yasinta Soelasih, Putu Arya Abhirakshantu Mp.

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