Abstract:

The objectives of this study was to find out that the service quality has a significant effect on Tokopedia customer satisfaction; service quality has a significant effect on Tokopedia customer loyalty; and customer satisfaction has a significant effect on Tokopedia customer loyalty. The method of collecting data was using survey methods with online forms of questionnaires. The object of this study was 200 online customer who had a several times transaction with Tokopedia in Jakarta. Data analysis techniques was used SEM method through AMOS software. The result of this research was service quality has a significant effect toward Tokopedia customer satisfaction and customer loyalty. More addition, the customer satisfaction has a significant effect on the Tokopedia customer loyalty.