Pengaruh Digital Loyalty Program Terhadap Kepuasan Dan Loyalitas Pelanggan Studi Kasus Tokopedia
DOI:
https://doi.org/10.32493/jpkpk.v4i1.5459Keywords:
Kepuasan Pelanggan, Loyalitas Pelanggan, Program Loyalitas DigitalAbstract
Dalam bisnis digital seperti marketplace, pengaruh dari program loyalitas terhadap kepuasan pelanggan belum dieksplorasi dengan baik karena bentuknya yang tidak berwujud dan tidak berhubungan secara langsung dengan pelanggan. Pengaruh dari program loyalitas terhadap loyalitas serta kepuasan pelanggan dalam e-commerce digital di Indonesia menjadi tujuan dari penelitian ini. Tokopedia memiliki beberapa program loyalitas digital di antaranya adalah Toko Points, Toko Loyalty, e-coupon, e-newsletter, dan flash sale. Penelitian ini akan menggunakan survei dengan metode distribusi online kepada pelanggan Tokopedia, dengan jumlah sampel 384 responden. Analisis regresi linier berganda digunakan untuk menguji variabel Digital Loyalty Program (X) terhadap variabel kepuasan Pelanggan (M) sebagai mediasi dan variabel Loyalitas Pelanggan (Y). Hasil penelitian ini menyatakan bahwa variabel Digital Loyalty Program (bersama dengan seluruh program loyalitas Tokopedia) mempengaruhi kesetiaan pelanggan serta kepuasan pelanggan Tokopedia. Variabel kepuasan pelanggan pada penelitian ini juga berperan menjadi mediasi yang menjelaskan bahwa variabel Digital Loyalty Program secara tidak langsung mempengaruhi variabel Loyalitas Pelanggan melalui Kepuasan Pelanggan Tokopedia.
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