THE EFFECT OF INFORMATION QUALITY AND INNOVATION ON CUSTOMER LOYALTY MEDIATING BY CUSTOMER SATISFACTION

Abstract

This study aimed to analyze the effect of information quality and innovation on customer loyalty through customer satisfaction as a mediating variable for Tokopedia users. Increasing customer satisfaction will certainly have an impact on increasing customer loyalty thus this is the desire of every business person. The sampling technique used was accidental sampling with a total of 200 respondents—using the Roscoe method. Data collection was carried out by using a questionnaire. The exogenous variables were Information Quality and Innovation, while the endogenous variables were Customer Satisfaction and Customer Loyalty. The analytical tool used in this study was Structural Equation Modeling (SEM). The test results show that Information Quality and Innovation have a significant positive effect on Customer Satisfaction. Likewise, Information Quality and Innovation have a significant positive effect on Customer Loyalty. Furthermore, Customer Satisfaction also has a significant positive effect on Tokopedia Customer Loyalty in Pekanbaru.

References
Akbar, G. H. (2017). Analisis perbandingan tingkat usabilitas pada website belanja online di indonesia (studi kasus: tokopedia, buka lapak, shopee). Proceeding Seminar Nasional Teknologi IV, 25(2), 60–68.
Alvianna, S., Pratama, B. P., Hidayatullah, S., Astuti, W., & Krisnanda, R. (2021). Mediation Effect of Customer Satisfaction From the Relationship Between System Quality, Information Quality, and Service Quality Towards Interests of Tourist Visiting in East Java Park 3. International Journal of Innovative Science and Research Technology, 6(1). www.ijisrt.com95
Amarin, S., & Wijaksana, T. I. (2021). Pengaruh Kualitas Sistem, Kualitas Informasi, dan Kualitas Layanan Terhadap Kepuasan Konsumen (Studi Pada Pengguna Aplikasi Berrybenka di Kota Bandung). Business Management Analysis Journal (BMAJ), 4(1), 37–52. https://doi.org/10.24176/bmaj.v4i1.6001
Antanegoro, R. Y., Surya, D., & Sanusi, F. (2017). Analisis Pengaruh Inovasi Produk, Inovasi Layanan dan Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah. Jurnal Riset Bisnis Dan Manajemen Tirtayasa, 1(2), 167–179.
Bahri, S., Dalimunthe, R. F., Ginting, P., Karina, B., & Sembiring, F. (2017). Customer Satisfaction as a Mediator Variable between Service Quality and Customer Loyalty for PT. BNI (Persero) Tbk Aceh Province, Indonesia. Expert Journal of Marketing, 5(2), 44–52.
Banahene, S. (2018). The Impact of Customer Satisfaction on Loyalty in the Ghana Banking Sector: The Effect of Trust Mediation. Advances in Social Sciences Research Journal, 5(12), 193–208. https://doi.org/10.14738/assrj.512.5545
Danurdara, A. B. (2021). Can the customer satisfaction mediate the relationship between service innovation on revisit intention?: A study on hotel industry. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(3), 6082–6090.
Diawati, P., Sugesti, H., & Risma, D. (2020). Pengaruh Inovasi Produk Terhadap Kepuasan Konsumen Tokopedia Pada Masa Pandemik Covid-19. Jurnal Bisnis Dan Pemasaran, 10(2), 1–11. https://ejurnal.poltekpos.ac.id/index.php/promark/article/view/1141
Dipa, M. (2020). Ini Deretan Inovasi Fitur Tokopedia di Tengah Covid-19, dari Tokopedia Play hingga Beli Langsung Artikel ini telah tayang di WartaKotalive.com dengan judul Ini Deretan Inovasi Fitur Tokopedia di Tengah Covid-19, dari Tokopedia Play hingga Beli Langsung, h (p. 1).
Fauzi, M. R., & Mandala, K. (2019). Pengaruh Kualitas Pelayanan, Kualitas Produk, Dan Inovasi Produk Terhadap Kepuasan Untuk Meningkatkan Loyalitas Pelanggan. E-Jurnal Manajemen Universitas Udayana, 8(11), 6741. https://doi.org/10.24843/ejmunud.2019.v08.i11.p18
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2), 1–10. https://doi.org/10.1177/2158244020919517
Griffin, J. (2005). Customer Loyalty : Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. (D. K. Yahya (ed.)). Erlangga.
Hapsara, O., Gupron, G., & Yandi, A. (2020). Analisis Kepuasan Mahasiswa dalam Menggunakan Sistem Informasi Terpadu Akademik (SITA) Universitas Batanghari Jambi. J-MAS (Jurnal Manajemen Dan Sains), 5(2), 327–334. https://doi.org/10.33087/jmas.v5i2.205
Hidayatullah, S., Patalo, R. G., Firdianjah, A., Waris, A., Malang, U., & Malang, P. (2019). Pengaruh sistem informasi pemasaran, kualitas pelayanan dan loyalitas terhadap keunggulan bersaing jatim park group. Jurnal Teknologi Informasi, September, 1652–1660. https://jurnalfti.unmer.ac.id/index.php/senasif/article/view/226/186
Iqbal, M. (2021). Bukan Shopee, Ini Juara Marketplace RI di Kuartal I/2021.
Isnaini, P. A., & Udayana, I. B. N. (2019). Pengaruh Kualitas Informasi Dan Kualitas Layanan Terhadap Sikap Dalam Penggunaan Sistem Aplikasi Dengan Kemudahan Penggunaan Sebagai Variabel Intervening Pada Jasa Transportasi Online (Gojek) Di Yogyakarta. Kajian Bisnis Sekolah Tinggi Ilmu Ekonomi Widya Wiwaha, 27(2), 119–133. https://doi.org/10.32477/jkb.v27i2.55
Kafetzopoulos, D., Gotzamani, K., & Gkana, V. (2015). Relationship between quality management, innovation and competitiveness. Evidence from Greek companies. Journal of Manufacturing Technology Management, 26(8), 1177–1200. https://doi.org/10.1108/JMTM-02-2015-0007
Karabulut, A. T. (2015). Effects of Innovation Strategy on Firm Performance: A Study Conducted on Manufacturing Firms in Turkey. Procedia - Social and Behavioral Sciences, 195(195), 1338–1347. https://doi.org/10.1016/j.sbspro.2015.06.314
Kartikasari, P. (2017). Pengaruh Kualitas Sistem Informasi Cyber Campus Terhadap Kepuasan dan Loyalitas Mahasiswa STIKOM Surabaya. JATISI (Jurnal Teknik Informatika Dan Sistem Informasi), 3(2), 169–182.
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4(2), 220–244. https://doi.org/10.1108/IJTC-09-2017-0044
Lie, D., Sudirman, A., Efendi, E., & Butarbutar, M. (2019). Analysis of mediation effect of consumer satisfaction on the effect of service quality, price and consumer trust on consumer loyalty. International Journal of Scientific and Technology Research, 8(8), 421–428.
Mahsyar, S., & Surapati, U. (2020). Effect of Service Quality and Product Quality on Customer Satisfaction and Loyalty. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(1), 204–211.
Muchtar, R., & Astuti, W. (n.d.). Customer Loyalty the Effects of Service Quality and The Mediating Role of Customer Relationship Marketing TelKom Speedy in Jember Area. Review Integrative Business & Economics Reseach, 2(1), 491–502.
Narotama, A. (2019). The Effect of Service Quality on Customer Loyalty with Brand Images and Customer Satisfaction as Mediation. Jurnal Manajemen Dan Kewirausahaan, 7(1), 86–93. https://doi.org/10.26905/jmdk.v7i1.2692
Nursaid, Purnomo, S. H., & Qomariah, N. (2020). The Impact of Service Quality and Institutional Image on the Satisfaction and Loyalty of Master of Management Students. 1st Borobudur International Symposium on Humanities, Economics and Social Sciences (BIS-HESS 2019), 436, 156–161. https://doi.org/10.2991/assehr.k.200529.033
Nyan, L. M., Rockson, S. B., & Addo, P. K. (2020). The Mediation Effect of Customer Satisfaction on the Relationship Between Service Quality and Customer Loyalty. Journal of Management and Strategy, 11(3), 13–27. https://doi.org/10.5430/jms.v11n3p13
Osman, Z., & Sentosa, I. (2013). A study of mediating effect of trust on customer satisfaction and customer loyalty relationship in Malaysian rural tourism. European Journal of Tourism Research, 6(2), 192–206.
Özkan, P., Süer, S., Keser, İ. K., & Kocakoç, İ. D. (2020). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing, 38(2), 384–405. https://doi.org/10.1108/IJBM-03-2019-0096
Palma, M. A., & Andjarwati, A. L. (2016). Pengaruh Kualitas Produk, Kemudahan dan harga terhadap Niat Beli Ulang dengan Kepuasan sebagai Variabel Intervening (Studi Pada Pelanggan Produk Fashion Melalui Toko online di Surabaya). Jurnal Riset Ekonomi Dan Manajemen, 16(1), 84. https://doi.org/10.17970/jrem.16.60106.id
Patma, T. S., Fienaningsih, N., Rahayu, K. S., & Artatanaya, I. G. L. S. (2021). Impact of Information Quality on Customer Perceived Value, Experience Quality, and Customer Satisfaction from Using GoFood Aplication. Journal of Indonesian Economy and Business, 36(1), 51. https://doi.org/10.22146/jieb.59810
Perwira, B., Yulianto, E., & Kumadji, S. (2016). Pengaruh E-Service Quality dan Perceived Valaue terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan (Survei pada Mahasiswa S1 Universitas Brawijaya yang Melakukan Transaksi Pembelian Online dengan Mobile Application Tokopedia). Jurnal Administrasi Bisnis (JAB), 38(2), 46–54.
Putri, I. A. K. T. M., & Telagawathi, N. L. W. S. (2021). Loyalitas Mahasiswa Jurusan Manajemen Universitas Pendidikan Ganesha pada Penggunaan Tokopedia Berdasarkan Kepercayaan dan Kepuasan Pelanggan. Prospek: Jurnal Manajemen Dan Bisnis, 3(2), 163–171.
Qomariah, N. (2018). Impact of Customer Value, Brand Image and Product Attributes to Satisfaction and Loyalty Tourism Visitors in Jember Regency. Mediterranean Journal of Social Sciences, 8(5–1), 129–135. https://doi.org/10.2478/mjss-2018-0105
Rakhmadian, M., Hidayatullah, S., & Respati, H. (2017). Analisis Kualitas Sistem Dan Kualitas Informasi Terhadap Kepuasan Pemakai Sistem Informasi Akademik Dosen. Seminar Nasional Sistem Informasi 2017, September, 665–675.
Rizan, M., Febrilia, I., Wibowo, A., & Pratiwi, R. D. R. (2020). Antecedents of Customer Loyalty: Study from the Indonesia’s Largest E-commerce. The Journal of Asian Finance, Economics and Business, 7(10), 283–293. https://doi.org/10.13106/jafeb.2020.vol7.n10.283
Savalas, R. (2018). Pengaruh Kualitas Informasi dan Keamanan yang dirasakan terhadap Kepercayaan. Jurnal Ekobis Dewantara, 1(2), 205–212.
Setyaningsih, O. (2017). Pengaruh Persepsi Kualitas Pelayanan E-Commerce Terhadap Kepuasan Pelanggan, Kepercayaan Dan Loyalitas Pada Produk Fashion. Jurnal Bisnis Dan Manajemen, 14(2), 67. https://doi.org/10.20961/jbm.v14i2.4126
Sugiyono. (2007). Statistik untuk Penelitian. Alfabeta, Bandung.
Sukarmen, P., Sularso, A., & Wulandari, D. (2013). Analisis Pengaruh Inovasi Produk Terhadap Kepuasan Konsumen dengan Keunggulan Bersaing Sebagai Variabel Intervening Pada Produk Gula Pasir Sebelas (GUPALAS) Pabrik Gula Semboro PTP Nusantara XI (PERSERO). JEAM Vol XII No. 1/2013, XII(1), 64–79.
Utami, B., & Wartini, S. (2015). Pengaruh Inovasi Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening. Management Analysis Journal, 4(3), 229–235. https://doi.org/10.15294/maj.v4i3.8874
Wahyudi, R., Astuti, E., & Riyadi, R. (2015). Pengaruh Kualitas Sistem, Informasi Dan Pelayanan Siakad Terhadap Kepuasan Mahasiswa. Jurnal Administrasi Bisnis S1 Universitas Brawijaya, 23(12), 28–39.
Winarti, Y., Sarkum, S., & Halim, A. (2021). Product Innovation on Customer Satisfaction and Brand Loyalty of Smartphone Users. Journal of Applied Business Administration, 5(2), 179–187. https://doi.org/10.30871/jaba.v5i2.3166