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

DOI

10.2991/978-94-6463-558-4_7How to use a DOI?

Keywords

Customer Loyalty; Customer Satisfaction; M-Commerce; Mobile Shopping Service Quality; SEM- PLS IPMA Analysis

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.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial 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  - Khairani Ratnasari Siregar
AU  - Aurell Andry Rachman
PY  - 2024
DA  - 2024/11/19
TI  - Importance-Performance Between Mobile Service Shopping Quality and Zalora Customer Loyalty
BT  - Proceedings of the International Conference on Sustainable Collaboration in Business, Technology, Information, and Innovation (SCBTII 2024)
PB  - Atlantis Press
SP  - 107
EP  - 129
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-558-4_7
DO  - 10.2991/978-94-6463-558-4_7
ID  - Siregar2024
ER  -