Pengembangan Model Prediktif dan Framework Strategis Peningkatan Loyalitas Konsumen E-Commerce Berbasis Subjective Well-Being
DOI:
https://doi.org/10.38035/jmpd.v3i4.773Keywords:
Subjective Well-Being, E-Commerce LoyaltyAbstract
The growth of the digital economy in Indonesia has driven a significant rise in e-commerce platform usage, paralleling high internet penetration across various regions, including Jambi Province. However, the increase in the number of e-commerce users is not always matched by consumer loyalty, given the intense competition among platforms and the ease with which consumers can switch services. This study aims to analyze the impact of trust and experience quality on e-commerce loyalty, with subjective well-being serving as a mediating variable among e-commerce users. A quantitative methodological approach was employed, involving model development and testing via Structural Equation Modeling (SEM) using SmartPLS software to examine the relationships between variables and the mediation effects within the research model. The results indicate that trust has a positive and significant effect on both subjective well-being and e-commerce loyalty. Experience quality also exerts a positive and significant influence on subjective well-being and e-commerce loyalty. Furthermore, subjective well-being has a positive and significant impact on e-commerce loyalty. Mediation analysis reveals that subjective well-being significantly mediates the effects of trust and experience quality on e-commerce loyalty. These findings demonstrate that consumer loyalty is influenced not only by functional aspects but also by the psychological well-being experienced while using e-commerce platforms.
References
Alam, S. S. (2025). Effect of brand equity on halal e-tailers brand loyalty: Mediating role of brand association and moderating role of consumer experience. Journal of Islamic Marketing. Advance online publication. https://doi.org/10.1108/JIMA-08-2025-0537
Alhassan, M. D., Abdul Mumin, M., & Akparep, J. Y. (2025). Understanding e-commerce continuance: An integration of gratification, trust dimensions and security perspectives. African Journal of Economic and Management Studies. Advance online publication. https://doi.org/10.1108/AJEMS-02-2025-0080
APJII (Asosiasi Penyelenggara Jasa Internet Indonesia). (2025). Profil internet Indonesia 2025. https://survei.apjii.or.id/
Ben Arfi, W., Hallem, Y., Capatina, A., Kondrateva, G., & Villasalero, M. (2023). Exploring the relationship between collaborative consumption and well-being: The case of Uber. Management Decision. Advance online publication. https://doi.org/10.1108/MD-05-2023-0846
Boyagoda, G., Thalagala, S. M., Pathirana, S. L., Jeewantha, S., & Wisenthige, K. (2025). E-commerce success redefined: Integrating information systems and customer empowerment for e-customer engagement. International Journal of Quality & Reliability Management, 43(5), 1325–1351. https://doi.org/10.1108/IJQRM-04-2025-0133
Dwi Nugraha, Y., Permana, R. M. T., Saraswati, N., Gumelar, E. T., Rohandi, M. M. A., & Wirayudha, A. (2025). Barriers, literacy and well-being in Sharia digital banking adoption: A structural model with gender-based multi-group analysis. Journal of Islamic Accounting and Business Research. Advance online publication. https://doi.org/10.1108/JIABR-11-2025-0834
Guo, Y., Zeng, L., Shi, Q., Wu, X., & Guo, X. (2025). Driving cruise bookings through live streaming interaction: A chain mediation model of perceived value and trust. Tourism Review. Advance online publication. https://doi.org/10.1108/TR-07-2025-0842
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Huang, C. H., & Lin, Y. C. (2020). Relationships among employee acting, customer-perceived service quality, emotional well-being and value co-creation: An investigation of the financial services industry. Asia Pacific Journal of Marketing and Logistics, 33(1), 29–52. https://doi.org/10.1108/APJML-04-2019-0245
Kalra, N., Gokarn, S., & Kushwah, S. (2025). Uncovering the barriers to customer over-the-top experience: An integrated approach. IIMT Journal of Management. Advance online publication. https://doi.org/10.1108/IIMTJM-06-2025-0042
Linh, M. T. T., Na, N. T. L., Thanh, P. T., & Thinh, P. V. (2025). How streamer attributes shape buying behaviors through emotional trust and viewer engagement. Spanish Journal of Marketing – ESIC. Advance online publication. https://doi.org/10.1108/SJME-09-2025-0311
Milde, W., Iis, S., Johannes, S., Yacob, S., & Enggar, N. D. P. (2023). Mapping research in digital marketing: 2007–2022 period in Indonesia context. Calitatea, 24(196), 140–147. https://doi.org/10.47750/QAS/24.196.19
Musnaini, Astuti, S. W., Sukoco, B. M., & Yacob, S. (2017). Effect of hedonic value and consumer knowledge on buying intention for luxury brand counterfeit products. International Journal of Business and Globalisation, 19(4), 497–511. https://doi.org/10.1504/IJBG.2017.087297
Noor, N., Aji, H. M., Tong, A., Duong, D. T. T., & Zainol, Z. (2025). Halal lifestyle super apps: Key service quality attributes from online reviews. Journal of Islamic Accounting and Business Research. Advance online publication. https://doi.org/10.1108/JIABR-05-2025-0282
Qazi, A., Khoso, U., Ahmad, F., & Hamid, S. A. R. (2023). Food as an ingredient of well-being: From food and well-being to food well-being (FWB): A comparative study. International Journal of Pharmaceutical and Healthcare Marketing. Advance online publication. https://doi.org/10.1108/IJPHM-01-2022-0010
Qi, F., Zhang, J., Chen, Y., & Cao, C. (2025). Cultivating loyalty through logistics: The role of functional, emotional and social experiences in fresh agri-food e-commerce. British Food Journal, 128(1), 40–57. https://doi.org/10.1108/BFJ-02-2025-0171
Qi, Y., Wang, Z., Zhao, Y., Zhang, L., & Lu, J. (2024). Influencing mechanism of cross-boundary cooperation of time-honored brands on brand trust in the digital era. Marketing Intelligence & Planning. Advance online publication. https://doi.org/10.1108/MIP-11-2024-0829
Roy, A., Bakpayev, M., Boninsegni, M. F., Kumar, S., Peronard, J. P., & Reimer, T. (2023). Technology-enabled well-being in the era of IR4.0: Marketing and public policy implications. Journal of Consumer Marketing, 40(4), 431–444. https://doi.org/10.1108/JCM-11-2021-5021
Shabrina, S. (2025). APJII rilis data terbaru 2025: Pengguna internet di Indonesia capai 229 juta jiwa. Teknologi.id. https://teknologi.id/tekno/apjii-rilis-data-terbaru-2025-pengguna-internet-di-indonesia-capai-229-juta-jiwa
Silalahi, A. D. K., Eunike, I. J., Phuong, D. T. T., & Tedjakusuma, A. P. (2025). What drives consumer engagement in live streaming commerce? A socio-technical systems and trust configuration approach. The TQM Journal. Advance online publication. https://doi.org/10.1108/TQM-04-2025-0235
Taheri, B., Pourfakhimi, S., Prayag, G., Gannon, M. J., & Finsterwalder, J. (2021). Towards co-created food well-being: Culinary consumption, braggart word-of-mouth and the role of participative co-design, service provider support and C2C interactions. European Journal of Marketing, 55(9), 2464–2490. https://doi.org/10.1108/EJM-02-2020-0145
Twenge, J. M. (2019). More time on technology, less happiness? Associations between digital-media use and psychological well-being. Current Directions in Psychological Science, 28(4), 372–379. https://doi.org/10.1177/0963721419838244
Yacob, S., Mulyana, A., Sucherly, S., & Ali, H. (2020). An optimising strategy for minimarket modern retail business performance in Indonesia. International Journal of Innovation, Creativity and Change, 12(3), 165–176. https://www.ijicc.net/images/vol12/iss3/12320_Yacob_2020_E_R.pdf
Yacob, S., Sulistiyo, U., Erida, E., & Siregar, A. P. (2021). The importance of e-commerce adoption and entrepreneurship orientation for sustainable micro, small, and medium enterprises in Indonesia. Development Studies Research, 8(1), 244–252. https://doi.org/10.1080/21665095.2021.1976657
Yacob, S., Urip, S., Jefri, M., Siregar, A. P., & Mukminin, A. (2023). An investigation of entrepreneurial orientation, social media adoption and e-commerce on MSME business performance: An empirical study in Indonesia. Revista Galega de Economía, 32(3), 1–14. https://doi.org/10.15304/rge.32.3.9001
Zhao, G., Huang, Y., Chen, L., & Sun, X. (2023). Transactional quality and repurchase intention in community group-buying: Does purchase frequency matter? Internet Research. Advance online publication. https://doi.org/10.1108/INTR-10-2023-0882
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Ade Perdana Siregar, Syahmardi Yacob, Idham Khalik, Raja Sharah Fatricia
This work is licensed under a Creative Commons Attribution 4.0 International License.
Hak cipta :
Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:
- Hak cipta pada setiap artikel adalah milik penulis.
- Penulis mengakui bahwa JMPD berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
- Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di JMPD.
