The Antecedents of Electronic Loyalty in Indonesian C2C E-Commerce

DOI

10.2991/ebic-17.2018.85How to use a DOI?

Keywords

Electronic Loyalty; Online Shopping

Abstract

As the number of Indonesian internet users increased significantly in January 2017 compared to January 2016, with additional internet users 51%, was the highest in Southeast Asia and mobile payment users and penetration in Indonesia is expected to more than double by 2017, it has been great opportunity for E-Commerce to grow in this current digital economy as agreed at World Economic Forum 2016 in Switzerland. Currently, there has been quite a number of new e-commerce coming up and it has made the customers having more alternative in choosing products and services to purchase. Tokopedia is one of E-Commerce that run in C2C, which provides free online marketplace for sellers to open their own e-stores and earns revenues from user upgrades, premium accounts and TopAds advertising services. Reference revealed that Tokopedia's bouncing rate is more than 30% and in common, Indonesia's E-Commerce switching behavior is more than 50%. This research is meant to find out the antecedents of electronic Loyalty for C2C E-Commerce. The samples are 169 customers from several cities in Indonesia who have ever made online shopping at Tokopedia.com. The sample collection technique would be done by using nonprobability sampling. The data analysis technique would be done by using multiple linear regression using SPSS statistical software. Based on the result of model feasibility test, it displays that the independent variables have very high significance influence to the electronic loyalty. The partial result of t test reveals that though E-Recovery Service quality does not influence electronic loyalty, but electronic service quality has positive and highly significant influence to the electronic loyalty. Ultimately, in order to create electronic loyalty for Indonesia C2C E-Commerce, it has to focus and boost its electronic service loyalty through its touch point, fulfillment, privacy, efficiency and system availability

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Mr Hendra
AU  - Endang Sulistya Rini
AU  - Paham Ginting
AU  - Beby Karina F. Sembiring
PY  - 2018/01
DA  - 2018/01
TI  - The Antecedents of Electronic Loyalty in Indonesian C2C E-Commerce
BT  - Proceedings of the 1st Economics and Business International Conference 2017 (EBIC 2017)
PB  - Atlantis Press
SP  - 541
EP  - 545
SN  - 2352-5428
UR  - https://doi.org/10.2991/ebic-17.2018.85
DO  - 10.2991/ebic-17.2018.85
ID  - Hendra2018/01
ER  -