DETAIL KOLEKSI

Dampak service quality terhadap kepuasan pelanggan toko online


Oleh : Karenindya Puspitasari Indriasto

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2024

Pembimbing 1 : Iwan Ekawanto

Kata Kunci : Customer Satisfaction, Customer Loyalty, Convenience, Design, Usefulness, Security, Privacy

Status Posting : Published

Status : Lengkap


File Repositori
No. Nama File Hal. Link
1. 2024_SK_SMJ_022002006035_Halaman-Judul.pdf 10
2. 2024_SK_SMJ_022002006035_Surat-Pernyataan-Revisi-Terakhir.pdf 1
3. 2024_SK_SMJ_022002006035_Surat-Hasil-Similaritas.pdf 1
4. 2024_SK_SMJ_022002006035_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf
5. 2024_SK_SMJ_022002006035_Lembar-Pengesahan.pdf 4
6. 2024_SK_SMJ_022002006035_Pernyataan-Orisinalitas.pdf 1
7. 2024_SK_SMJ_022002006035_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf 1
8. 2024_SK_SMJ_022002006035_Bab-1.pdf 10
9. 2024_SK_SMJ_022002006035_Bab-2.pdf 9
10. 2024_SK_SMJ_022002006035_Bab-3.pdf 18
11. 2024_SK_SMJ_022002006035_Bab-4.pdf 11
12. 2024_SK_SMJ_022002006035_Bab-5.pdf
13. 2024_SK_SMJ_022002006035_Daftar-Pustaka.pdf 6
14. 2024_SK_SMJ_022002006035_Lampiran.pdf 32

P Penelitian ini menginvestigasi dampak kualitas layanan (Service Quality)terhadap loyalitas pelanggan melalui kepuasan pelanggan di Sociolla, sebuah platforme-commerce yang terkenal di Indonesia. Fokus utama dari penelitian ini adalah untukmengidentifikasi pengaruh positif Service Quality terhadap Customer Satisfaction dankonsekuensinya terhadap loyalitas pelanggan. Studi ini menggunakan pendekatankuantitatif dengan mengumpulkan data melalui kuesioner yang disebarkan kepadapelanggan Sociolla. Hasil analisis menunjukkan bahwa Service Quality berkontribusisecara signifikan terhadap peningkatan Customer Satisfaction. Secara khusus, aspek-aspek Usefulness, Convenience, Design, dan Security/privacy dari kualitas layanansecara positif mempengaruhi kepuasan pelanggan. Customer Satisfaction juga terbuktiberperan penting dalam meningkatkan loyalitas pelanggan, mengindikasikan bahwakepuasan pelanggan secara langsung memperkuat hubungan antara pelanggan danmerek. Selain itu, penelitian ini menemukan bahwa Service Quality tidak hanyaberdampak langsung pada loyalitas pelanggan, tetapi juga melalui mediator kepuasanpelanggan. Variabel Usefulness, Convenience, dan Design secara positif memengaruhiloyalitas pelanggan melalui kepuasan pelanggan. Namun, dampak Security/privacyterhadap loyalitas pelanggan melalui kepuasan pelanggan tidak terbukti signifikandalam konteks Sociolla.

T This research investigates the impact of Service Quality on Customer Loyaltythrough customer satisfaction on Sociolla, a well-known e-commerce platform inIndonesia. The main focus of this research is to identify the positive influence ofService Quality on Customer Satisfaction and its consequences on Customer Loyalty.This study uses a quantitative approach by collecting data through questionnairesdistributed to Sociolla customers. The results of the analysis show that Service Qualitymakes a significant contribution to increasing Customer Satisfaction. Specifically, theUsability, Convenience, Design, and Security/privacy aspects of Service Qualitypositively influence customer satisfaction. Customer satisfaction has also been provento play an important role in increasing Customer Loyalty, indicating that CustomerSatisfaction directly strengthens the relationship between customers and brands. Inaddition, this research found that service quality not only has a direct impact onCustomer Loyalty, but also through the mediator Customer Satisfaction. Usability,Convenience and Design variables positively influence Customer loyalty throughCustomer Satisfaction. However, the impact of Security/privacy on customer loyaltythrough Customer Satisfaction was not proven to be significant in the context ofSociolla.

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