Analisis Kualitas Layanan e-Commerce dan Dampaknya pada Loyalitas Pelanggan

Abstract

The development of information technology is so rapid, including the Internet which have a major impact for all aspects, including the development of business and marketing, it can be seen from the number of Internet users reached 82 million in fiscal year2013. Population of West Java so high and increasing economic growth has an impact also on the increasing volume of e-commerce business in west Java, this is condition reflected the great potential marketl. The objective of this study: Analysis quality of service e-commerce based on consumer perception and to analyses the influence of e-commerce services quality to customer loyalty either partially and simultaneously.The source of data consists of primary and secondary data, with the total 417 data sample. The type of this research is descriptive and verificative to explain the objective research. The results this research show services quality ecommerce have positive perception.