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Authors: Budi Setyanta 1 ; Dian Citaningtyas Ari Kadi 2 ;  Kartinah 2 ; Danang Wahyudi 2 ; Titop Dwiwinarno 3 and Aswin Siddik Sarumaha 1

Affiliations: 1 Fakultas Ekonomi Universitas Janabadra Yogyakarta, Indonesia ; 2 Fakultas Ekonomi Dan Bisnis, Universitas PGRI Madiun, Indonesia ; 3 Fakultas Ekonomi Dan Bisnis, Universitas PGRI Madiun,, Indonesia

Keyword(s): Loyalty, Perceived Risk, Perceived Benefit, Trust, After-Sales Service

Abstract: This study aims to identify the effect of after-sales service on online shopping loyalty. Sample 200 in this study is people who have done online shopping to meet the sample adequacy requirements in the structural equation model test. The results of the study indicate that after-sales service moderates the customer loyalty model. This study only uses 200 samples and does not divide the sample according to specific criteria. Future research is expected to increase the number of samples and divide the sample based on specific criteria so that the results of the study can be more precise in explaining the increasing phenomenon of online shopping.

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Paper citation in several formats:
Setyanta, B.; Kadi, D.; Kartinah.; Wahyudi, D.; Dwiwinarno, T. and Sarumaha, A. (2020). The Role of After-sales Service for Online Shopping Loyalty. In Proceedings of the 2nd International Conference on Applied Science, Engineering and Social Sciences - ICASESS; ISBN 978-989-758-452-7, SciTePress, pages 64-69. DOI: 10.5220/0009878100640069

@conference{icasess20,
author={Budi Setyanta. and Dian Citaningtyas Ari Kadi. and Kartinah. and Danang Wahyudi. and Titop Dwiwinarno. and Aswin Siddik Sarumaha.},
title={The Role of After-sales Service for Online Shopping Loyalty},
booktitle={Proceedings of the 2nd International Conference on Applied Science, Engineering and Social Sciences - ICASESS},
year={2020},
pages={64-69},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009878100640069},
isbn={978-989-758-452-7},
}

TY - CONF

JO - Proceedings of the 2nd International Conference on Applied Science, Engineering and Social Sciences - ICASESS
TI - The Role of After-sales Service for Online Shopping Loyalty
SN - 978-989-758-452-7
AU - Setyanta, B.
AU - Kadi, D.
AU - Kartinah.
AU - Wahyudi, D.
AU - Dwiwinarno, T.
AU - Sarumaha, A.
PY - 2020
SP - 64
EP - 69
DO - 10.5220/0009878100640069
PB - SciTePress

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