Determinant of customer satisfaction and loyalty in using online shopping applications

Adjeng Mariana Febrianti, Ruth Margaret Violenta Sihombing and Salsabila Jannatain Catur Soetjipto
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Adjeng Mariana Febrianti: Universitas Widyatama
Ruth Margaret Violenta Sihombing: Universitas Widyatama
Salsabila Jannatain Catur Soetjipto: Universitas Widyatama

International Journal of Research in Business and Social Science (2147-4478), 2022, vol. 11, issue 2, 119-126

Abstract: Advances in technology and increasing business competition have caused many companies to revisit strategies in order to retain customers. Factors of satisfaction and loyalty are things that have always been the company's goal in obtaining growth. Therefore, understanding the factors that influence satisfaction and loyalty is important. This study was proposed to investigate the factors that can affect consumer satisfaction and loyalty to online application users in booking hotels. This research is a quantitative research using an explanatory research approach. The results show that the goodness of fit as a whole has met the feasibility of the model. Based on the results of the study, practically researchers can recommend the hospitality industry service platform to maintain the quality of Perceived Value and the application of Relational Quality to customers who directly come to the hotel by providing a respectful, empathetic, polite and mild attitude to help what customers need. Key Words:Perceived Value, Relational Quality, Customer Satisfaction, Loyalty

Date: 2022
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