Effect of Technology Acceptance Factors, Website Service Quality and Specific Holdup Cost on Customer Loyalty: A Study in Marketing Departement of Packaging Industry

Abstract

The purpose of this study was to analyze the effect of Technology Acceptance Factors on Customer Loyalty, the effect of Website Service Quality on Customer Loyalty, the effect of Specific Holdup Cost on Customer Loyalty. The method used in this research is quantitative method, data collection method by distributing questionnaires to packaging industry employees. The method for processing data is by using PLS and using the SmartPLS version 3.0 software as a tool. The population in this study were employees of packaging industry in Jabodetabek whose numbers have not been identified with certainty. The questionnaire was distributed electronically using simple random sampling technique. The results of the questionnaire returned were 150 respondents. Based on the results of data analysis, it is concluded that the Technology Acceptance Factors do not have a significant effect on Customer Loyalty. An increase in the Technology Acceptance Factors variable will not be followed by an increase in Customer Loyalty and a decrease in the Technology Acceptance Factors variable will not be followed by a decrease in Customer Loyalty. Website Service Quality affects Customer Loyalty. Increasing the Website Service Quality variable increases the Customer Loyalty variable and decreasing the Website Service Quality variable decreases the Customer Loyalty variable. Specific Holdup Cost has a significant effect on Customer Loyalty. Increasing the Specific Holdup Cost variable will increase the Customer Loyalty variable and decrease the Specific Holdup Cost variable will decrease the Customer Loyalty variable.