Importance-Performance Between Mobile Service Shopping Quality and Zalora Customer Loyalty

Khairani Ratnasari Siregar and Aurell Andry Rachman ()
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Khairani Ratnasari Siregar: Telkom University, School of Economic and Business
Aurell Andry Rachman: Telkom University, School of Economic and Business

A chapter in Proceedings of the International Conference on Sustainable Collaboration in Business, Technology, Information, and Innovation (SCBTII 2024), 2024, pp 107-129 from Springer

Abstract: Abstract The study aims to analyze the relationship between mobile shopping service quality and customer loyalty in Zalora e-commerce. Indonesia has experienced a significant increase in internet users, driving the growth of e- commerce businesses. Advancements in smartphone technology have spurred innovation in business and marketing through m-commerce. Previous studies have yet to explore the impact of mobile shopping service quality on customer loyalty in Zalora. This research intends to investigate this relationship using a quantitative method with a causal approach. The study employs a quantitative method causal approach, a sample of 153 respondents. Data was collected through questionnaires and data was analyzed using SEM-PLS and the Importance and Performance Map Analysis (IPMA). The results found that Customer satisfaction and performance have the highest importance, greatly influencing customer loyalty for Zalora. Maintaining this is crucial for competitiveness. Responsiveness and security significantly impact loyalty, while information quality performs well despite its lower importance. Reliability holds moderate importance with high performance. Assurance, personalization, and usability have negative importance scores, indicating areas for improvement. The IPMA results highlight customer satisfaction, responsiveness, and security as critical priorities for boosting customer loyalty. Zalora should focus on these to enhance service and stay competitive. Negative scores for assurance, personalization, and usability indicate areas for improvement.

Keywords: Customer Loyalty; Customer Satisfaction; M-Commerce; Mobile Shopping Service Quality; SEM- PLS IPMA Analysis (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-558-4_7

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