Anteseden dari e-loyalty pada e-commerce

DETAIL KOLEKSI

Anteseden dari e-loyalty pada e-commerce

Oleh : Jelita Rizki Widyowati

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2024

Pembimbing 1 : Willy Arafah

Pembimbing 2 : Sri Vandayuli Riorini

Subyek : -

Kata Kunci : E-commerce, E-Loyalty, E-Satisfaction, E-Service Quality, E-Trust.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2024_SK_SMJ_022002204004_Halaman-Judul.pdf	11
2.	2024_SK_SMJ_022002204004_Surat-Pernyataan-Revisi-Terakhir.pdf	1
3.	2024_SK_SMJ_022002204004_Surat-Hasil-Similaritas.pdf	2
4.	2024_SK_SMJ_022002204004_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf	1
5.	2024_SK_SMJ_022002204004_Lembar-Pengesahan.pdf	3
6.	2024_SK_SMJ_022002204004_Pernyataan-Orisinalitas.pdf	1
7.	2024_SK_SMJ_022002204004_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf	1
8.	2024_SK_SMJ_022002204004_Bab-1.pdf	10
9.	2024_SK_SMJ_022002204004_Bab-2.pdf	18
10.	2024_SK_SMJ_022002204004_Bab-3.pdf	17
11.	2024_SK_SMJ_022002204004_Bab-4.pdf	20
12.	2024_SK_SMJ_022002204004_Bab-5.pdf
13.	2024_SK_SMJ_022002204004_Daftar-Pustaka.pdf
14.	2024_SK_SMJ_022002204004_Lampiran.pdf	8

Abstrak
Abstract

P enelitian ini mengevaluasi pengaruh kualitas layanan elektronik (E-Service Quality), kepercayaan elektronik (E-Trust), kepuasan elektronik (E-Satisfaction), dan loyalitas elektronik (E-Loyalty) terhadap penggunaan platform e-commerce di Indonesia, seperti Blibli, Tokopedia, Lazada, Shopee, dan Bukalapak. Metode kuantitatif dengan survei digunakan untuk mengumpulkan data dari pengguna aktif, yang dianalisis menggunakan model persamaan struktural (SEM). Hasil menunjukkan bahwa kualitas layanan dan kepercayaan elektronik berpengaruh positif terhadap kepuasan dan loyalitas pelanggan. Layanan yang andal, responsif, aman, dan empatik, serta reputasi toko yang baik, meningkatkan kepuasan dan loyalitas pelanggan. Implikasi manajerial menekankan pentingnya peningkatan kualitas layanan dan kepercayaan untuk meningkatkan kepuasan dan loyalitas pelanggan. Penelitian ini memberikan wawasan bagi perusahaan e-commerce dalam merumuskan strategi pemasaran yang efektif untuk pertumbuhan industri yang berkelanjutan.

T his research evaluates the influence of electronic service quality (E-Service Quality), electronic trust (E-Trust), electronic satisfaction (E-Satisfaction), and electronic loyalty (E-Loyalty) on the use of e-commerce platforms in Indonesia, such as Blibli, Tokopedia, Lazada, Shopee, and Bukalapak. Quantitative methods with surveys were used to collect data from active users, which were analyzed using structural equation modeling (SEM). The results show that service quality and electronic trust have a positive effect on customer satisfaction and loyalty. Reliable, responsive, safe and empathetic service, as well as a good store reputation, increase customer satisfaction and loyalty. Managerial implications emphasize the importance of improving service quality and trust to increase customer satisfaction and loyalty. This research provides insight for e-commerce companies in formulating effective marketing strategies for sustainable industry growth.