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PENGARUH E-COMMERCE DAN KEPUASAN KONSUMEN TERHADAP LOYALITAS KONSUMEN PADA UMKM CV BAMS BERKAH BERJAYA DI SIDOARJO

Authors

  • Cindy Arista Universitas Nahdlatul Ulama Sidoarjo
  • Wicaksono, A. Universitas Nahdlatul Ulama Sidoarjo

DOI:

https://doi.org/10.32477/jrabi.v6i3.1489

Keywords:

E-commerce, consumer satisfaction, consumer loyalty, thematic analysis, UMKM

Abstract

This study aims to analyze the influence of e-commerce utilization and consumer satisfaction on consumer loyalty at CV Bams Berkah Berjaya. This study uses a descriptive qualitative approach with secondary data in the form of customer reviews on the official Shopee store. Data were analyzed using thematic analysis by identifying, grouping, and interpreting recurring themes related to product quality, service, delivery, satisfaction, and indications of consumer loyalty. The findings indicate that ease of access and transactions through e-commerce, as well as satisfaction with product quality, service, and delivery, are associated with positive consumer responses and the tendency to make repeat purchases and provide recommendations.

Keywords: E-commerce, consumer satisfaction, consumer loyalty, thematic analysis, UMKM.

Author Biography

  • Wicaksono, A., Universitas Nahdlatul Ulama Sidoarjo

    Mahasiswi program studi akuntansi, Universitas nahdlatul ulama sidoarjo

References

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Published

2026-09-28

Versions

Issue

Vol. 6 No. 3 (2026): Jurnal Riset Akuntansi dan Bisnis Indonesia

Section

Articles

License

Copyright (c) 2026 Cindy Arista, Achmad Wicaksono

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

How to Cite

PENGARUH E-COMMERCE DAN KEPUASAN KONSUMEN TERHADAP LOYALITAS KONSUMEN PADA UMKM CV BAMS BERKAH BERJAYA DI SIDOARJO. (2026). Jurnal Riset Akuntansi Dan Bisnis Indonesia, 6(3), 289 – 310. https://doi.org/10.32477/jrabi.v6i3.1489