Influence of Customer Experience, Customer Satisfaction and Promotion Toward Customer Loyalty in Shopee E-Commerce
$ 49.5
Description
The function of customer experience, customer satisfaction, and promotion remain important factors to retain customer loyalty and attract new customers in e-commerce industry. However, as the interaction between customers and e-commerce is limited due to the nature of e-commerce, live chat agent feature plays an important role to overcome this limitation. This research intends to measure and address Shopee e-commerce declining from first top e-commerce as recently overtaken by Tokopedia in terms of customer visits and transactions. This study, which aims to argue the influence of customer experience, customer satisfaction, and promotion toward customer loyalty in Shopee e-commerce, with the moderating role of the live chat agent. Research was conducted in an empirical way quantitatively as well as qualitatively, with multiple regression analysis to 79 samples.