Antesededen dan konsekuensi dari customer satisfaction dan adjusted expectation pada online shopping
Info Katalog
File Repositori
Nomor Panggil : 2016_TA_MJ_022111003
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2016
Pembimbing 1 : Ina Oktaviana Matusin
Subyek : Shopping experience;Customer relations system
Kata Kunci : adjusted expectation, online repurchase intent.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
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| 1. | 2016_TA_MJ_022111003.-Halaman-Judul.pdf | ||
| 2. | 2016_TA_MJ_022111003-Bab-1.pdf1.pdf | ||
| 3. | 2016_TA_MJ_022111003-Bab-2.pdf1.pdf |
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| 4. | 2016_TA_MJ_022111003-Bab-3.pdf1.pdf |
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| 5. | 2016_TA_MJ_022111003-Bab-4.pdf1.pdf |
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| 6. | 2016_TA_MJ_022111003-Bab-5.pdf1.pdf |
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| 7. | 2016_TA_MJ_022111003.Daftar-Pustaka.pdf | ||
| 8. | 2016_TA_MJ_022111003.-Lampiran.pdf |
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T ujuan dari penelitian ini adalah untuk menganalisa online shopping experience, customer satisfaction, adjusted expectation dan online repurchase intention pada OLX.co.id. Data diperoleh dengan cara menyebarkan kuisioner kepada 150 responden di Jakarta, yang pernah melakukan pembelian di OLX.co.id selama minimal 3 bulan. Data yang digunakan adalah data cross-sectional dan menggunakan purposive sampling sebagai metode pegambilan sampel. Alat analisis yang digunakan adalah structural equation modeling (SEM). Hasil pengujian hipotesa menunjukkan bahwa online shopping experience berpengaruh positif secara signifikan terhadap online repurchase intention melalui customer satisfaction dan adjusted expectation. Penelitian ini mendapatkan implikasi bagi perusahaan OLX.co.id untuk menimbulkan pembelian berulang pada konsumennya, maka perusahaan harus memperhatikan variabel-variabel seperti online shopping experience, customer satisfaction, dan adjusted expectation.
T he purpose of this study was to analyze the online shopping experience, customer satisfaction, online adjusted repurchase expectation and intention on OLX.co.id. Data obtained by distributing questionnaires to 150 respondents in Jakarta, who had made a purchase in OLX.co.id for at least 3 months. The data used is the cross-sectional data and using purposive sampling as a method pegambilan sample. The analytical tool used structural equation modeling (SEM). The test results show that the hypothesis online shopping experience significant positive effect on repurchase intention through online customer satisfaction and expectation adjusted. The research had implications for companies OLX.co.id to cause a repeat purchase on consumers, then the company must consider variables such as online shopping experience, customer satisfaction, and adjusted expectation.
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