Building of E-Customers’ Loyalty through Image Department Store in Digital Era (Survey of Department Store in the City of Bandung)

11Rini Handayani, 2Mariana Rachmawati, 3Ryan Kurniawan, 4Djoko Roespinoedji

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Abstract:

In the retail sector, the development of the digital era has brought changes to society regarding shopping patterns. The customer loyalty tends to decrease. The purpose of this study was to find out how department store image, e-customer loyalty and the influence of department store image on e-customer loyalty. The population of this study is customers of online department store shopping sites in Bandung covering Matahari, Metro, Ramayana and Yogya. The sample customers are department store shopping sites that shop at least once a month at department stores. The analysis used is descriptive and path analysis. The results of the study stated that there was a significant effect of department store image on e-customer loyalty.

Keywords:

Image, E-loyalty, Department store, Digital era, Bandung.

Paper Details
Month2
Year2020
Volume24
IssueIssue 2
Pages3078-3086