Causal Factor Model That Influences Complaint Behavior And Customer Loyalty Electronic Commerce

Abstract

This article aims to study the following factors: 1) To study the factors that affect the complaint behavior. 2) To study the influence of factors affecting complaints behavior. 3) To model the causal factors that affect the behavior of the complaint. To model causal factors that affect complaints behavior. And consumer electronics loyalty. The research sample consisted of 588 consumers who had experienced online shopping complaints. Data were collected by questionnaire. The results of the analysis of the overall harmony index of the model after the model was revised. The model was consistent with empirical data. The coefficient of harmony of the 8 indices that passed the accepted criterion was χ²= 88.36, df=71, relative χ²=1.24, p=0.079, RMSEA= 0.02, SRMR=0.019, GFI=0.99, AGFI= 0.95,  NFI= 0.99, NNFI=0.99 (Alternative Model) The research found that Quality Electronic Services Electronic commerce management has a direct influence on consumer behavior of electronic commerce. And electronic communications. Quality Electronic Services directly influencing electronic loyalty. This research can help to prevent complaints. And help build relationships with consumers.