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The Effect of Perceived Price Fairness, Product Quality, and Service Quality on Customer Loyalty with Customer Satisfaction Mediation on Shopee Consumers

In: Proceedings of the 19th International Symposium on Management (INSYMA 2022)

Author

Listed:
  • Mohammad Nadhiful Fiqqih

    (Airlangga University)

Abstract

This study aims to examine the effect of product price fairness, product quality, and service quality on customer loyalty by customer satisfaction mediation. This research was conducted on Shopee consumers in Surabaya. This study used quantitative methods with PLS (partial least square) test equipment. The results show that product fairness has an effect on customer loyalty, while product quality and service quality have no effect on customer loyalty. Product price fairness and service quality have an effect on customer satisfaction, while product quality has no effect. While customer satisfaction affects customer loyalty.

Suggested Citation

  • Mohammad Nadhiful Fiqqih, 2023. "The Effect of Perceived Price Fairness, Product Quality, and Service Quality on Customer Loyalty with Customer Satisfaction Mediation on Shopee Consumers," Advances in Economics, Business and Management Research, in: Werner Ria Murhadi & Dudi Anandya & Noviaty Kresna Darmasetiawan & Juliani Dyah Trisnawati & Putu An (ed.), Proceedings of the 19th International Symposium on Management (INSYMA 2022), pages 265-271, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-008-4_35
    DOI: 10.2991/978-94-6463-008-4_35
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