Customer Loyalty in E-Commerce

Creating customer loyalty is an important thing done by the because in the online vendors and customers to create new funds needed high enough, that is 20% -40% higher compared to the market noninternet(traditional market) [Reichheld and Schefter 2000].
In addition, customer loyalty is also good for the impact and benefits pekembangan
from online vendors. For example kenaikkan customer loyalty will be of 5% cause the increase in profits 30% -85% (depending on the type of industry that involved) [Reichheld and Schefter 2000].

Therefore, any posts on it this time the author seeks to explain the aspects that can affect customer loyalty. The harafiah customer loyalty on a vendor means that will cause customers to do more transactions with these vendors. One way to increase customer loyalty is to provide services of good quality, which can be expected to create customer re-do the transaction with the vendor's [eg, Heskett et al. 1994].

Quality of service is very subjective depending on customer's side, but on the Generally, the quality of these services are to be guided SERVQUAL, a identify the 5 things that determine the quality of service, namely:
- Tangible: the environment associated with the occurrence of a transaction physical (facilities, equipment, display)
- Reliability: the product in accordance with the orders and sent on time
- Responsiveness: the ability of dealing with service providers assist customers in case of problems
- Assurance: the ability of providers to ensure customers through the ability and the policies that are owned by service providers it.
- Empathy: service providers are able to make the customer feel a personal note.
With the quality of good service and is expected to increase trust of customers.