The Impact of Digital Marketing on Customer Satisfaction and Loyalty in Digital Marketplaces: A Conceptual Study
DOI:
https://doi.org/10.38035/sijdb.v3i2.289Keywords:
Digital Marketing, Customer Satisfaction, Customer Loyalty, Digital MarketplaceAbstract
The development of digital technology has changed the interaction patterns between companies and customers, particularly through the increasingly widespread implementation of digital marketing in digital marketplace platforms. This study aims to analyze the impact of digital marketing on customer satisfaction and loyalty by highlighting how digital marketing strategies play a role in building long-term relationships between customers and brands. This research uses a qualitative approach based on conceptual studies, conducted through a systematic review of various scientific literature and relevant previous research results. The analysis process is carried out by examining the relationships between variables and the strategic implications of digital marketing on customer behavior in the digital marketplace environment. The results of the study indicate that the implementation of effective digital marketing strategies can increase customer satisfaction through easier, faster, and more personalized interaction experiences. High customer satisfaction subsequently strengthens loyalty to the digital platform used. This study provides a conceptual contribution to the development of digital marketing theory and offers practical insights for business actors to optimize digital marketing strategies to maintain customer loyalty in an era of increasingly dynamic digital competition.
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