ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASANDANLOYALITAS PELANGGANPADA BELANJAONLINE

The goal of this research is analyzing factors that influence customer satisfaction and loyalty in online shop. This research use theory that applied in technology acceptance model (Davis, 1989) and information system success model (DeLone and McLean, 2003). This research uses 61 respondents. The distribution of questionnaire is conducted by online through online shopping customer forum. The research uses SEM based variance or Partial Least Square (PLS) to analyze data. The result of this research show that service quality, information quality, perceived usefulness, and perceived value have positive influenced to customer satisfaction. Perceived usefulness, perceived value, and user satisfaction have positive influenced to customer loyalty. Customer satisfaction is the determinant factor from forming of customer loyalty online shopping