Pentingnya Trust dan Satisfaction Memediasi Service Quality terhadap Loyalty Tokopedia di Bogor
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Abstract
The development of information and communication technology in this digital era has changed the way people interact and shop. Making purchases online is now a trend in Indonesia, with Tokopedia as one of the main online shopping platforms playing an important role in this phenomenon. This research aims to understand and measure whether service quality has an influence on Tokopedia customer loyalty in Bogor, with trust and satisfaction as mediating variables. The respondents in this research were 207 consumers who had shopped online via the Tokopedia application in Bogor. The results of this study show that service quality has a positive and significant influence on loyalty through trust and satisfaction as mediating variables.
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