The Impact of Online Shopping Services And Satisfaction Levels To Customer’s Loyalty

ABSTRACT: Online Shopping is a process of purchasing goods or services from those who sell goods or services via internet where the seller and buyer have never met or made physical contact where the goods being traded are offered through displays with images on the internet or through a computer network. One of the largest franchise networks in Indonesia, PT. Indomarco Prismatama/Indomaret, has launched an online shopping service called KlikIndomaret. On the KlikIndomaret site, users can order and buy goods from KlikIndomaret retail stores. In this study the authors have examined the extent of customer satisfaction and loyalty to the purchase of goods offered by PT. Indomarco Prismatama (KlikIndomaret) through the use of internet shopping services, which aims to be known that by using this online shopping service, retail companies can continue to get their customers (still struggling) even in the current conditions. The research was conducted for a month in several Indomaret stores spread in East Bekasi Sub-District, by giving questionnaires to 52 respondents who were loyal to the retail market, especially Indomaret. The research methodology used is descriptive quantitative and multiple linear regression analysis. Data processing was carried out with SPSS version 22 which included tests of validity, reliability, normality, multicollinearity, heteroscedasticity, hypotheses (partial t and simultaneous F tests), anddetermination coefficient tests (r2
).

KEYWORDS: Customer loyalty, descriptive quantitative, level of satisfaction, multiple linear regression, online-shopping service