The Influence of Product Quality, Online Shopping Experience and Price Fairness on Consumer Loyalty at Skintific Skincare in Padang City with Customer Satisfaction as a Mediating Variable
DOI:
https://doi.org/10.55606/ijemr.v3i3.428Keywords:
Consumer-Loyalty, Product-Quality, Online-Shopping-Experience, Price-Fairness, Customer-SatisfactionAbstract
This study aims to analyze the influence of Product Quality, Online Shopping Experience, and Price Fairness on Consumer Loyalty, with Customer Satisfaction as a mediating variable, among users of Skintific skincare products in Padang City. The growing trend of skincare product usage and the increasing frequency of transactions through e-commerce highlights the importance of understanding the factors influencing consumer loyalty, particularly within the context of intense competition in the beauty industry. A quantitative approach was employed using a survey method and purposive sampling technique. The sample consisted of 160 respondents who were active users of Skintific products, aged 18–35 years, and residing in Padang City. Data processing and analysis were conducted using the Partial Least Squares Structural Equation Modeling (PLS-SEM) statistical tool with the assistance of SmartPLS 4.0 software. The results indicate that both Product Quality and Online Shopping Experience have a positive and significant effect on Consumer Loyalty, either directly or through the mediation of Customer Satisfaction. However, Price Fairness was found to have no significant influence on Consumer Loyalty, either directly or indirectly through Customer Satisfaction. Overall, Customer Satisfaction was proven to be a significant mediating variable that strengthens the influence of the independent variables on consumer loyalty. The implications of this study suggest that Skintific should focus on improving product quality and online shopping experiences, as well as considering fair price perceptions, to maintain and enhance consumer loyalty in an increasingly competitive skincare market
References
Achsa, D. A., & Dewi, S. P. (2021). Dimensi pengalaman belanja online. Jurnal Riset Ekonomi dan Bisnis, 9(3), 233–240.
Astuti, R., & Amanda, Y. (2020). Faktor-faktor loyalitas pelanggan di era digital. Jurnal Manajemen Pemasaran, 8(1), 21–30.
Cohen, M. A., Tubb, A., & Montgomery, S. (2019). Price transparency and consumer trust. Journal of Consumer Affairs, 53(4), 1234–1251.
Durana, P., Buleca, J., & Cabelkova, I. (2019). Product quality and consumer perception. Journal of International Studies, 12(3), 39–54.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2018). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). Thousand Oaks: SAGE.
Hood, J. N. (2021). Questionnaire design in business research. Journal of Business Research Methods, 19(2), 88–97.
Ismayana, R., & Hayati, N. (2018). Pengaruh kualitas produk terhadap loyalitas konsumen. Jurnal Ilmiah Manajemen, 8(1), 45–52.
Katyal, K., Singh, J., & Batra, G. (2019). The role of price fairness in consumer behavior. International Journal of Retail & Distribution Management, 47(4), 345–360.
Kirillova, T., & Zyk, I. (2023). The role of consumer loyalty in sustainable business. Journal of Business Strategy, 41(5), 28–34.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Malinda, T., Hutagalung, F., & Darlis, M. (2023). Pengalaman berbelanja online dan niat pembelian. Jurnal Ilmu Manajemen, 11(2), 101–111.
Mushagalusa, M., Trésor, M., & Lumbala, B. (2021). Perceptions of price fairness in microfinance. Journal of Financial Services Marketing, 26(2), 89–102.
Nirawati, N., Hadiwidjojo, D., & Riyadi, S. (2020). Pengaruh online shopping experience terhadap loyalitas konsumen. Jurnal Manajemen dan Kewirausahaan, 22(1), 17–26.
Pratiwi, R. A., Kurniawan, H., & Candra, I. (2019). Indikator loyalitas konsumen produk kosmetik. Jurnal Ilmu Ekonomi dan Bisnis Islam, 5(1), 55–62.
Putra, F. R. D. (2023). Analisis loyalitas konsumen dan faktor yang mempengaruhinya. Jurnal Riset Manajemen, 14(2), 112–120.
Putra, Y., Lestari, S., & Hartono, A. (2022). Indikator keadilan harga dalam e-commerce. Jurnal Akuntansi dan Bisnis Digital, 6(1), 77–84.
Riak, J., & Bill, M. (2022). Customer satisfaction: A global perspective. International Business Review, 31(4), 215–229.
Rodiah, R. (2022). Kualitas produk dan kepuasan konsumen. Jurnal Administrasi Bisnis, 7(2), 89–96.
Rosli, M., & Nayan, S. (2020). Measuring customer satisfaction in service industries. Asian Journal of Business and Accounting, 13(2), 112–124.
Rudenko, L., Yatsenko, S., & Pavlenko, Y. (2020). Product quality and consumer safety: Civil law perspective. European Journal of Law and Economics, 50(3), 311–326.
Samuel, F., Harjanto, P., & Aulia, D. (2022). Online shopping experience dan kepercayaan konsumen. Jurnal Teknologi dan Manajemen, 20(1), 25–35.
Shaikh, N. S. (2024). Customer satisfaction and service quality. International Journal of Customer Relationship Marketing and Management, 15(1), 1–14.
Steleżuk, D., & Wolanin, M. (2023). Primary data collection in market research. International Journal of Market Research, 65(1), 101–117.
Sugiyono. (2020). Metode penelitian kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.
Sukmawati, A., Safitri, E., & Purnama, S. R. (2022). Pengaruh media sosial dan harga terhadap keputusan pembelian produk skincare. Jurnal Ekonomi dan Bisnis, 6(2), 78–85.
Syafarudin, A. (2021). Kepuasan pelanggan dan loyalitas. Jurnal Ekonomi dan Manajemen Terapan, 12(3), 198–206.
Tjiptono, F. (2019). Strategi pemasaran. Yogyakarta: Andi.
Visakan, V. (2020). Customer experience in digital retail. Journal of Retail and Consumer Services, 57, 102–113.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 International Journal of Economics and Management Research
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
