Tanuwirta, Christopher William
(2018)
The role of self-efficacy and customer satisfaction in driving loyalty on mobile shopping application.
Bachelor thesis, Universitas Pelita Harapan.
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Abstract
The development of information technology is growing in a rapid pace, and it brings a big impact towards human life, one of them is called e-commerce. This study is to determine the role of self-efficacy and customer satisfaction in driving customer loyalty in online mobile shopping application which people are using nowadays. The method used in this study is quantitative method. The type of sampling in which this research uses is simple random sampling with 200 respondents based on population in South Tangerang and West Jakarta especially in Pelita Harapan University, Saint Monika Church, Saint Laurensius Church (South Tangerang). Saint Thomas Rasul Church (Bojong Indah), as well as Saint Polikarpus Church. This paper uses reliability test and the validity of the preliminary study, descriptive statistics, and the results of testing the research model with the partial least squares method structural equation modeling with SMART PLS 3.0. The result shows 7 supported hypotheses that have a significant impact on customer loyalty. In the future research should focus on adding more factors of customer's satisfaction and self-efficacy which can influence the loyalty in using mobile shopping platform, such as price of goods sold in online mobile shopping platform, jealousy, image and social status.
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