Proceedings of the 1st International Conference on Economics Engineering and Social Science, InCEESS 2020, 17-18 July, Bekasi, Indonesia

Research Article

Switching-Costs, Corporate Image, Product Quality, and Satisfaction Level effect on Customer Loyalty: E- Commerce Shopee

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  • @INPROCEEDINGS{10.4108/eai.17-7-2020.2303083,
        author={Nina  Valentika and Vivi  Nursyirwan and Sasmita  Ardaninggar},
        title={Switching-Costs, Corporate Image, Product Quality, and Satisfaction Level effect on Customer  Loyalty: E- Commerce Shopee},
        proceedings={Proceedings of the 1st International Conference on Economics Engineering and Social Science, InCEESS 2020, 17-18 July, Bekasi, Indonesia},
        publisher={EAI},
        proceedings_a={INCEESS},
        year={2021},
        month={1},
        keywords={e-commerce sem-pls},
        doi={10.4108/eai.17-7-2020.2303083}
    }
    
  • Nina Valentika
    Vivi Nursyirwan
    Sasmita Ardaninggar
    Year: 2021
    Switching-Costs, Corporate Image, Product Quality, and Satisfaction Level effect on Customer Loyalty: E- Commerce Shopee
    INCEESS
    EAI
    DOI: 10.4108/eai.17-7-2020.2303083
Nina Valentika1,*, Vivi Nursyirwan1, Sasmita Ardaninggar1
  • 1: Pamulang University, Pamulang, Indonesia
*Contact email: dosen02339@unpam.ac.id

Abstract

This research has discussed the relationship between switching-costs, company image, product quality, customer satisfaction, and loyalty. This research has modified the research of Xhema J et.al (2018), namely by adding satisfaction variables and using Structural Equation Model-Partial Least Square. Also, this research uses a case study e-commerce shopee. This research has found a relationship between product quality and satisfaction with loyalty with a real level of 10%.