Published: 2026-07-03

The Impact of Online Interaction on User Loyalty in Social Commerce through the Mediation of Shopping Value

DOI: 10.35870/ijmsit.v6i2.7182

Indra Akbar, Sofyan, Ismail
  • Indra Akbar: Politeknik Kutaraja
  • Sofyan: STMIK Indonesia Banda Aceh ROR
  • Ismail: STMIK Indonesia Banda Aceh ROR
No Cover Available
Article Metrics
Share:

Abstract

This research investigates how online interactions influence user loyalty in social commerce, focusing on shopping value as a mediating factor. Utilizing a quantitative approach through Structural Equation Modeling-Partial Least Square (SEM-PLS), data were gathered from 150 respondents who engaged in transactions via platforms like TikTok Shop, Shopee Live, Instagram Shop, and Facebook Marketplace. An online questionnaire employing a five-point Likert scale facilitated data collection. The findings reveal a significant positive relationship between online interactions and both shopping value and user loyalty. Furthermore, shopping value not only impacts loyalty but also serves as a partial mediator linking online interactions to user loyalty. These results indicate that effective digital interactions, marked by prompt responses and clear communication, enhance users' perceived value during transactions. This, in turn, fosters a greater likelihood of repeated use of the platforms. All hypotheses were validated through bootstrapping analysis, meeting the required statistical significance. The study underscores that user loyalty is shaped not only by direct interactions but also by the value experiences that emerge during shopping activities.

Keywords

Online Interaction; Social Commerce; Shopping Value; User Loyalty; SEM-PLS

Peer Review Process

This article has undergone a double-blind peer review process to ensure quality and impartiality.

Indexing Information

Discover where this journal is indexed at our indexing page.

Open Science Badges

This journal supports transparency in research and encourages authors to meet criteria for Open Science Badges.

How to Cite

Akbar, I., Sofyan, S., & Ismail, I. (2026). The Impact of Online Interaction on User Loyalty in Social Commerce through the Mediation of Shopping Value. International Journal of Management Science and Information Technology, 6(2), 1057-1065. https://doi.org/10.35870/ijmsit.v6i2.7182
Article Information

This article has been peer-reviewed and published in the International Journal of Management Science and Information Technology. The content is available under the terms of the Creative Commons Attribution 4.0 International License.

  • Issue: Vol. 6 No. 2 (2026)

  • Section: Articles

  • Published: 2026-07-03

AI Research Hub

This article is indexed and available through various AI-powered research tools and citation platforms. Our AI Research Hub ensures that scholarly work is discoverable, accessible, and easily integrated into the global research ecosystem.

Semantic Scholar Scite Dimensions Connected Papers
Scholarly Connection Platforms
Dimensions Dimensions Connected Papers Connected Papers Scite Scite Google Scholar Google Scholar Semantic Scholar Semantic Scholar Garuda Garuda Scilit Scilit Crossref Crossref BASE BASE Zenodo Zenodo Unpaywall Unpaywall OpenCitations OpenCitations
Author Biographies
Indra Akbar, Politeknik Kutaraja
Google Scholar ResearchGate ORCID

Office Administration Study Program, Politeknik Kutaraja, Banda Aceh City, Aceh Province, Indonesia.

Sofyan, STMIK Indonesia Banda Aceh
Google Scholar ResearchGate ORCID

Informatics Management Study Program, STMIK Indonesia Banda Aceh, Banda Aceh City, Aceh Province, Indonesia.

Ismail, STMIK Indonesia Banda Aceh
Google Scholar ResearchGate ORCID

Informatics Management Study Program, STMIK Indonesia Banda Aceh, Banda Aceh City, Aceh Province, Indonesia.

References
  • Alexander, G., Salsabhila, S., Rizqi, M., & Munalisa, M. (2024). Pengaruh Pengalaman Pelanggan Online terhadap Loyalitas Pelanggan: Peran Mediasi Kepuasan dan Moderasi Kebiasaan Belanja Online. Score: Jurnal Lentera Manajemen Pemasaran, 2(02), 65-75. https://doi.org/10.59422/lmp.v2i02.589
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Alzaydi, Z. (2024). Examining the mediating effect of multi-channel integration quality in the relationship with service quality, customer satisfaction and customer loyalty in the Saudi banking sector. Management and Sustainability, 3(2), 132–149. https://doi.org/10.1108/MSAR-12-2022-0061
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Anhar, R. A., & Haryati, I. (2020). Analisis Persepsi Konsumen Pada Pemasaran Di Media Online. Jurnal Dimensi, 9(3), 412–421. https://doi.org/10.33373/dms.v9i3.2717
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Ardhillah, G., Yohana, C., & Sari, D. (2023). Pengaruh iklan media sosial dan selebriti pendukung terhadap niat beli produk skincare lokal di instagram. Jurnal Bisnis Manajemen Dan Keuangan, 4(1), 132-145. https://doi.org/10.21009/jbmk.0401.10
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Ariandi, M. A., & Rinaldi, M. (2025). Trust as a mediator between customer experience and repurchase intention: Evidence from TikTok Shop Users. Priviet Social Sciences Journal, 5(8), 290–301. https://doi.org/10.55942/pssj.v5i8.661
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Arslan, I. K. (2020). the Importance of Creating Customer Loyalty in Achieving Sustainable Competitive Advantage. Eurasian Journal of Business and Management, 8(1), 11–20. https://doi.org/10.15604/ejbm.2020.08.01.002
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Asawawibul, S., Na-Nan, K., Pinkajay, K., Jaturat, N., Kittichotsatsawat, Y., & Hu, B. (2025). The influence of cost on customer satisfaction in e-commerce logistics: Mediating roles of service quality, technology usage, transportation time, and production condition. Journal of Open Innovation: Technology, Market, and Complexity, 11(1). https://doi.org/10.1016/j.joitmc.2025.100482
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Ayesha, S., Kumalasari Yo, S. ., & Monalisa, M. (2025). The Influence Of Social Interaction, Trust, On Female Consumer’s Purchase Intention In E-Commerce In Makassar City. Jurnal Online Manajemen ELPEI, 5(1), 1304–1309. https://doi.org/10.58191/jomel.v5i1.374
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Birawa, M. S., & Ahmadi, M. A. (2025). Pengaruh Keterlibatan Pelanggan Terhadap Loyalitas Merek Dengan Kepercayaan Pelanggan Sebagai Mediasi Pada E-Commerce. Culture Education and technology research (Cetera), 2(1), 44–60. https://doi.org/10.31004/ctr.v1i4.92
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Burda, A., & Tyas Kusumo, A. (2023). Faktor-Faktor yang Mempengaruhi Kepuasan, Loyalitas, dan Kepercayaan Pelanggan pada E-Commerce Shopee. JEBA (Journal of Economics and Business Aseanomics), 7(2), 087-100. https://doi.org/10.33476/jeba.v7i2.3417
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Chen, N., & Yang, Y. (2021). The impact of customer experience on consumer purchase intention in cross-border E-commerce——Taking network structural embeddedness as mediator variable. Journal of Retailing and Consumer Services, 59(October), 102344. https://doi.org/10.1016/j.jretconser.2020.102344
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Chen, N., & Yang, Y. (2023). The Role of Influencers in Live Streaming E-Commerce: Influencer Trust, Attachment, and Consumer Purchase Intention. Journal of Theoretical and Applied Electronic Commerce Research, 18(3), 1601–1618. https://doi.org/10.3390/jtaer18030081
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Dana Langit, R., & Asikin, M. (2025). Pengaruh Pengalaman Pelanggan, Kepercayaan, dan Nilai yang Dirasakan terhadap Niat Pembelian Kembali pada Konsumen Toko TikTok di Indonesia dengan Citra Merek sebagai Mediasi Variabel. Jurnal Ekonomi, Manajemen, Bisnis Dan Akuntansi, 1(2), 45–57. Diambil dari https://jurnal.mjkpublisher.or.id/index.php/JEMBA/article/view/72
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Dwicahyo, H. R., & Fietroh, M. N. (2025). The Role of Service, Product Quality, and Consumer Satisfaction in Driving Repurchase Intention on TikTok Shop. Journal of Educational Management Research, 4(5), 1700–1717. https://doi.org/10.61987/jemr.v4i5.1167
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Erpurini, W., & Janah, W. S. (2022). Pengaruh Kepuasan Transaksi Online Shopping dan Kepercayaan Konsumen Terhadap Sikap Konsumen E-commerce (Studi Kasus: Pembelian Produk Shopee.co.id pada Karyawan Borma Toserba Bandung). Jurnal EMT KITA, 6(2), 244-248. https://doi.org/10.35870/emt.v6i2.621
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Farisi, H., & Rahmawati, D. (2025). Pengaruh Media Sosial dan Persepsi Harga terhadap Impulsive Buying dengan Positive Emotion sebagai Variabel Mediasi. Jurnal Manajemen Dan Bisnis Madani, 7(1), 93-111. https://doi.org/10.51353/jmbm.v7i1.1008
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Halim, B., & Aprillia, A. (2026). Peran Atribut Platform terhadap Loyalitas Pelanggan: Kepercayaan Pelanggan sebagai Mediator. JIIP-Jurnal Ilmiah Ilmu Pendidikan, 9(4), 4537-4544. https://doi.org/10.54371/jiip.v9i4.10749
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Japarianto, E. and Adelia, S. (2020). Pengaruh tampilan web dan harga terhadap minat beli dengan kepercayaan sebagai intervening variable pada e-commerce shopee. Jurnal Manajemen Pemasaran, 14(1), 35-43. https://doi.org/10.9744/pemasaran.14.1.35-43
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Maleachi, S., Juliana, J., Sutjipto, A., Tanubrata, J., & Jane, J. (2022). The role of social media marketing dan customer engagement terhadap niat beli konsumen (studi pada kopi kenangan). Jurnal Bangun Manajemen, 1(2), 80-89. https://doi.org/10.56854/jbm.v1i2.95
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Manyanga, W., Makanyeza, C., & Muranda, Z. (2022). The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics. Cogent Business & Management, 9(1), 2082015. https://doi.org/10.1080/23311975.2022.2082015
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Naliyah Syahfitri, M., & Kusnanto, D. (2022). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Loyal: Studi Kasus Indihome di Kabupaten Karawang pada Masa Pandemi Covid-19. Jurnal Ekonomi, Keuangan & Bisnis Syariah, 4(2), 216–237. https://doi.org/10.47467/alkharaj.v4i2.567
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Priyatin, A., & Farisi, H. (2023). Pengaruh Online Customer Review dan Online Customer Rating Terhadap Trust dan Keputusan Pembelian Pada Marketplace Shopee. Jurnal Ekonomi, Manajemen, Bisnis, Dan Sosial (Embiss), 4(1), 60–73. https://doi.org/10.59889/embiss.v4i1.281
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Rahman, N. H., Razak, A., & Hakim, A. (2025). Peran Mediasi Kepuasan Pelanggan dalam Hubungan antara Kualitas Pelayanan dan Loyalitas Pelanggan: Studi pada Online Shop Grosir Naufal Kendari. RIGGS: Journal of Artificial Intelligence and Digital Business, 4(2), 7517-7522. https://doi.org/10.31004/riggs.v4i2.1851
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Retnowati, E., & Mardikaningsih, R. (2021). Study on Online Shopping Interest Based on Consumer Trust and Shopping Experience. Journal of Marketing and Business Research, 1(1), 15–24. https://ejournal.metromedia.education/index.php/mark/article/view/30
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Rofiki, M., & Muhimmah, K. (2021). Strategi Pemasaran Online Shop: Upaya untuk Meningkatkan Volume Penjualan. Jurna; Istiqro: Jurnal Hukum Islam, Ekonomi Dan Bisnis, 7(2), 203–219. https://doi.org/10.30739/istiqro.v7i2.981
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Santos, K. E. S., & R. Santos, A. (2020). Factors Affecting Consumer Satisfaction to Online Shopping. Journal of Humanities and Education Development, 2(6), 571–575. https://doi.org/10.22161/jhed.2.6.22
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Sulkifli, M. (2026). Perilaku Konsumen Gen Z dalam Menentukan Loyalitas Merek di Era Social Commerce dan Live Shopping. Jurnal Ekonomi Utama, 5(1), 161–134. https://doi.org/10.55903/juria.v5i1.377
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Suwanto, V. L., Theodore, D., Syam, A., & Ardyan, E. (2025). Peran Mediasi Kepercayaan Pelanggan Di E-Commerce: Kepuasan Pembayaran, Kepuasan Setelah Pengiriman Dan Sikap Pelanggan. Nobel Management Review, 6(1), 16–32. https://doi.org/10.37476/nmar.v6i1.5080
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Wang, J., Shahzad, F., Ahmad, Z., Abdullah, M., & Hassan, N. M. (2022). Trust and Consumers’ Purchase Intention in a Social Commerce Platform: A Meta-Analytic Approach. Sage Open, 12(2), 21582440221091262. https://doi.org/10.1177/21582440221091262
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Yuantomo, B. O., & Keni, K. (2025). Faktor-faktor yang memengaruhi loyalitas pelanggan (Studi pada Generasi Z pengguna e-commerce). Jurnal Manajemen Bisnis Dan Kewirausahaan, 9(6), 1102–1116. https://doi.org/10.24912/jmbk.v9i6.36028
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
License & Copyright
Creative Commons License

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

Authors who publish with this journal agree to the following terms:

1. Copyright Retention and Open Access License

Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).

This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

2. Rights Granted Under CC BY 4.0

Under this license, readers are free to:

  • Share — copy and redistribute the material in any medium or format
  • Adapt — remix, transform, and build upon the material for any purpose, including commercial use
  • No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed

3. Attribution Requirements

All uses must include:

  • Proper citation of the original work
  • Link to the Creative Commons license
  • Indication if changes were made to the original work
  • No suggestion that the licensor endorses the user or their use

4. Additional Distribution Rights

Authors may:

  • Deposit the published version in institutional repositories
  • Share through academic social networks
  • Include in books, monographs, or other publications
  • Post on personal or institutional websites

Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.

5. Self-Archiving and Pre-Print Sharing

Authors are encouraged to:

  • Share pre-prints and post-prints online
  • Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
  • Engage in scholarly communication throughout the publication process

6. Open Access Commitment

This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.