Role of Transactional Quality and Relational Quality to CustomerE-Loyalty in Marketplace C2C in Indonesia

Kurnia Khafidhatur Rafiah and Maya Ariyanti
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Kurnia Khafidhatur Rafiah: Magister Management, Economic and Bussiness Faculty, Telkom University, Indonesia
Maya Ariyanti: Magister Management, Economic and Bussiness Faculty, Telkom University, Indonesia

International Journal of Business and Economic Affairs (IJBEA), 2017, vol. 2, issue 2, 16-126

Abstract: Marketplace C2C business model is one of the online business models with very high opportunity buthas a very high risk too. This is because the business model of marketplace C2C has a high competitive level, bothfrom competitors with the same business model as well as the di erent business models such as online stores on socialmedia, e-commerce B2C, and so on. Customer loyalty is becoming one of the things that play an important role in thesuccess of the marketplace C2C business model. This study uses a model which states that the transactional qualityand relational quality have a signi cant in uence on customer e-loyalty. This study measures customer ratings to shoponline through the site marketplace C2C with variable Perceived Value, Customer Satisfaction, Customer Commitment,Word of Mouth, and Repurchase Intention, and evaluates the in uence between these variables. The subject of thisresearch were 420 respondents who are Indonesian people having done shopping online through sites marketplace C2C.Data were analyzed using structural equation modeling Partial Least Square (SEM - PLS) with software SmartPLS 3.0.Based on the evaluation of the in uence between variables, we know that the in uence of the independent variables onthe dependent variable E-loyalty is 55.90

Keywords: Repurchase intention; Word of mouth; E-loyalty; Marketplace C2C (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:aya:ijbeaa:2017:p:116-126

DOI: 10.24088/IJBEA-2017-22005

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