DETAIL KOLEKSI

Pengaruh e-service quality terhadap e-customer loyalty melalui e-customer satisfaction


Oleh : Andrean Julian Budi Irawan

Info Katalog

Nomor Panggil : 2017_TA_MJ_022132059

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2017

Pembimbing 1 : Sri Vandayuli Riorini

Subyek : E-customer loyalty;Marketing management

Kata Kunci : e-service quality, e-customer satisfaction, e-customer loyalty


File Repositori
No. Nama File Jml. Halaman Status
1. 2017_TA_MJ_022132059_Halaman-Judul.pdf
2. 2017_TA_MJ_022132059_Bab-1.pdf
3. 2017_TA_MJ_022132059_Bab-2.pdf
4. 2017_TA_MJ_022132059_Bab-3.pdf
5. 2017_TA_MJ_022132059_Bab-4.pdf
6. 2017_TA_MJ_022132059_Bab-5.pdf
7. 2017_TA_MJ_022132059_Daftar-Pustaka.pdf
8. 2017_TA_MJ_022132059_Lampiran.pdf

P Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh e-service quality terhadap e-customer loyalty melalui e-customer satisfaction. Sampel yang digunakan dalam penelitian ini berjumlah 174 responden dan dikumpulkan dengan metode purposive sampling. Pengujian dilakukan dengan metode Structural Equation Model (SEM). Hasil dari penelitian ini adalah (1) e-service quality berpengaruh positif terhadap e-customer satisfaction, (2) e-service quality berpengaruh positif terhadap e-customer loyalty, (3) e-customer satisfaction berpengaruh positif terhadap e-customer loyalty.

T The objective of this study is to examine and analyze the effect of e-service quality toward e-customer loyalty through e-customer satisfaction. The samples being used in this study is 174 respondents. The data collection method being used by this study is purposive sampling. The testing is conducted by using Structuctural Equation Model (SEM) analysis method. The findings of this study are: (1) e-service quality has positive effect toward e-customer satisfaction, but has no positive effect toward trust, and customer loyalty, (2) e-service quality has positive effect toward e-customer loyalty, (3) e-customer satisfaction has positive effect toward e-customer loyalty.

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