Abstract—The significant growth of online shopping makes the competition in this industry become more intense. Maintaining customer loyalty has been recognized as one of the essential factor for business survival and growth. The purpose of this study is to examine empirically the influence of satisfaction, trust and commitment on customer loyalty in online shopping. This paper describes a theoretical model for investigating the influence of satisfaction, trust and commitment on customer loyalty toward online shopping. Based on the theoretical model, hypotheses were formulated. The primary data were collected from the respondents which consists of 300 students. Multiple regression and qualitative analysis were used to test the study hypotheses. The empirical study results revealed that satisfaction, trust and commitment have significant impact on student loyalty toward online shopping
Index Terms—Online shopping, satisfaction, trust, commitment, loyalty.
Sri Astuti Pratminingsih is with The Widyatama University, Bandung, Indonesia. (e-mail : email@example.com)
Christina Lipuringtyas and Tetty Rimenta Lipuringtyas are with State Poly technique of Jakarta, Kampus UI Depok, Indonesia (e-mail : firstname.lastname@example.org, email@example.com)
Cite:Sri Astuti Pratminingsih, Christina Lipuringtyas, and Tetty Rimenta, "Factors Influencing Customer Loyalty Toward Online Shopping," International Journal of Trade, Economics and Finance vol. 4, no. 3, pp. 104-110, 2013.