The Impact of Online Shopping Platform Characteristics on Customer Loyalty : The Moderating Roles of Generation and Involvement

This study explores the relationship between the characteristics of online shopping platforms and customer loyalty, with a focus on the moderating effects of involvement and generation. A survey was administered to 250 individuals who had utilized online shopping platforms within the previous three years. The collected data were subjected to frequency analysis, exploratory factor analysis, reliability testing, correlation analysis, as well as multiple and hierarchical regression analyses. The findings reveal that Price Reasonableness, Transaction Security, Ease of Use, and Customer Service Quality positively and significantly influence customer loyalty. Additionally, involvement was found to exert a direct positive effect on customer loyalty. Furthermore, this study examined the moderating role of involvement in the relationship between online shopping platform characteristics and customer loyalty through hierarchical regression analysis. The results offer valuable insights for marketing strategies, emphasizing the importance of fostering customer involvement through personalized content and value-centric communication to enhance customer loyalty.