PENGARUH FREE SHIPPING, CUSTOMER EXPERIENCE, DAN SATISFACTION TERHADAP CUSTOMER LOYALITY (STUDI PENGGUNA SHOPEE PADA GENERASI Z DI KABUPATEN SIDOARJO)

Penelitian ini bertujuan untuk menganalisis pengaruh free shipping, customer experience, dan satisfaction terhadap customer loyality (studi pengguna Shopee pada Generasi Z di Kabupaten Sidoarjo). Latar belakang penelitian ini didasarkan pada meningkatnya jumlah pengguna e-commerce, khususnya Shopee, yang menawarkan fitur-fitur seperti ongkir gratis dan pengalaman belanja yang mudah sebagai daya tarik utama bagi Generasi Z. Penelitian ini menggunakan metode
kuantitatif. Data primer dikumpulkan melalui penyebaran kuesioner kepada 347 responden yang dipilih mengggunakan teknik purposive sampling. Analisis data dilakukan dengan bantuan perangkat lunak SPSS menggunakan uji regresi linier
berganda. Hasil menunjukkan bahwa ketiga variabel bebas berpengaruh positif dan signfikan terhadap customer loyality.
========================================================================================================================
This study aims to analyze the effect of free shipping, customere experience, and satisfaction on customer loyalty (Shopee user study on Generation Z in Sidoarjo Regency). The backgrounds of thise study is based on the increasing number of e-commerce users, especially Shopee, which offers features such as free shipping and easy shopping experience as the main attractions for Generation Z. This study uses quantitative methods. Primary data were collected by distributing questionnaires to 347 respondents selected using purposive sampling techniques. Data analysis was carried outh with the help of SPSS software using multipe linear regression tests. The results show that the three independent variables have a positives and significant effect on customer loyalty.