E-commerce competition in Indonesia makes e-commerce companies compete to develop strategies to win the competition. Customer loyalty is an important factor to lead in the competition. This research focuses on how much influence website service quality has on customer loyalty. This research is also to find out which website quality factors have the most influence on customer loyalty with customer satisfaction as a mediating factor. The factors that influence e-commerce customer loyalty are analyzed using concepts including the dimensions of service quality consisting of (physical evidence, reliability, responsiveness, assurance, empathy) and Corporate Image as the variable that influences and Customer Satisfaction as the variable that is affected. The sample in this study were 96 respondents. With the sampling method using the purposive sampling method. The results obtained that there is a positive and significant influence between the dimensions of service quality and company image on customer satisfaction. 
Keywords: E-commerce website, Service Interaction Quality, Customer Satisfaction

Pertumbuhan industri di Kendal Jawa Tengah membuat PT. Arum Mandiri Group mencoba meningkatkan unit bisnisnya dengan mengoptimalkan SDM nya. Peningkatan SDM perusahaan salah satunya dengan kolaborasi komunikasi antara karyawan dan pimpinan. Penelitian ini mencoba untuk mengidentifikasi kolaborasi jaringan komunikasi karyawan dalam perusahaan dengan menggunakan metode Social Network Analysis (SNA). Berdasarkan analisa diperoleh hasil tingkat density sebesar 14,9% yang dianggap memiliki ikatan lemah karena dibawah 50%. Individu nomor 31 memiliki degree centrality tertinggi dengan nilai outdegree 15 dan indegree 10, sedangkan individu nomor 25 yang memiliki closeness centrality tertinggi dengan nilai inCloseness 50.602 dan nilai outCloseness 27,815. Individu nomor 25 juga memiliki betweenness centrality tertinggi dengan nilai Betweenness 743.194dan nBetweenness 43.159. Dapat disimpulkan dalam penelitian ini terdapat kolaborasi dalam jaringan sosial dari masing-masing individu yang terbagi dalam tiga divisi kerja dan tergambarkan dalam bentuk sociogram.  Industrial growth in Kendal, Central Java made PT. Arum Mandiri Group is trying to improve its business units by optimizing its human resources. One of the improvements in corporate HR is through collaborative communication between employees and leaders. This study tries to identify employee communication network collaboration within a company by using the Social Network Analysis (SNA) method. The result of this research are density level of 14.9% which is considered to have a weak bond because under 50%. Individual number 31 has the highest of degree centrality with an outdegree value of 15 and indegree of 10, while individual number 25 has the highest closeness centrality with value inCloseness 50.602 and outCloseness value 27.815. Individual number 25 also has the highest centrality betweenness with a value of Betweenness 743,194 and nBetweenness 43,159. It can be concluded in this study there is collaboration in the social network of each individual which is divided into three work divisions and described in the form of a sociogram.