The Effect of Perceived Price Fairness, Product Quality, and Service Quality on Customer Loyalty with Customer Satisfaction Mediation on Shopee Consumers

DOI

10.2991/978-94-6463-008-4_35How to use a DOI?

Keywords

Product price fairness; Product quality; Service quality; Customer satisfaction; Customer loyalty

Abstract

This study aims to examine the effect of product price fairness, product quality, and service quality on customer loyalty by customer satisfaction mediation. This research was conducted on Shopee consumers in Surabaya. This study used quantitative methods with PLS (partial least square) test equipment. The results show that product fairness has an effect on customer loyalty, while product quality and service quality have no effect on customer loyalty. Product price fairness and service quality have an effect on customer satisfaction, while product quality has no effect. While customer satisfaction affects customer loyalty.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Mohammad Nadhiful Fiqqih
PY  - 2022
DA  - 2022/12/05
TI  - The Effect of Perceived Price Fairness, Product Quality, and Service Quality on Customer Loyalty with Customer Satisfaction Mediation on Shopee Consumers
BT  - Proceedings of the 19th International Symposium on Management (INSYMA 2022)
PB  - Atlantis Press
SP  - 265
EP  - 271
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-008-4_35
DO  - 10.2991/978-94-6463-008-4_35
ID  - Fiqqih2022
ER  -