Decision Sciences
4 years ago

E-commerce service quality boosts customer loyalty by 17.2%: study.

The Effect of E-Commerce Application Service Quality of Customer Loyalty Using Customer Relationship Management Approach
Ali Ibrahim, St Dhiah Raniah Napian, Arni Firanisa, Sartika, Ratih Dewi Sari, Meitiana Audya

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The article explores how the quality of e-commerce services affects customer loyalty, focusing on Sriwijaya University students. By surveying 50 students from different faculties, it was found that better service quality leads to increased loyalty by 17.2%. This shows that when e-commerce platforms provide better services, customers are more likely to stay loyal to them.