| Issue | Vol. 3 No. 2 (2025) |
| Release | 12 December 2025 |
| Section | Articles |
Tokopedia is ranked second in the number of visits to the largest e-commerce site in Indonesia, experiencing a decline in
visitors of 41 million in 2023 despite previously being ranked first with 158 million visits in 2022. This research was conducted
using quantitative methods, and the non-probability sample consisted of 201 respondents. Data was collected using SmartPLS 3.1.9 and SPSS 26 and the results were processed. This study aims to determine the effect of service quality on
customer loyalty intentions, in the context of Tokopedia mobile commerce. The results showed that customer satisfaction
mediates the relationship between responsiveness, security, usability, and customer loyalty intention. Meanwhile, customer
satisfaction mediates the relationship between responsiveness, security, usability, and customer loyalty intention. To obtain
broader results, future research should consider different types of MCAs, not just those popular in Indonesia. This will make
it possible to identify new trends and provide a more comprehensive understanding of the problem.
Keywords: e-commerce, responsiveness, security, usability, customer loyalty intention, Smartpls
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