Pengaruh e-servicescape terhadap perceived value e-shopping dan customet loyalty

DETAIL KOLEKSI

Pengaruh e-servicescape terhadap perceived value e-shopping dan customet loyalty

5.0

Oleh : Andi Indriani Safitri

Info Katalog

Nomor Panggil : 022164518

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2021

Pembimbing 1 : Ina Oktaviana Matusin

Subyek : Marketing;Management

Kata Kunci : customer loyalty, e-servicescape, perceived e-shopping value

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2021_TA_SM_022164518_Halaman-Judul.pdf
2.	2021_TA_SM_022164518_Lembar-Pengesahan.pdf
3.	2021_TA_SM_022164518_Bab-1-Pendahuluan.pdf	6
4.	2021_TA_SM_022164518_Bab-2-Tinjauan-Pustaka.pdf
5.	2021_TA_SM_022164518_Bab-3-Metode-Penelitian.pdf
6.	2021_TA_SM_022164518_Bab-4-Analisis-dan-Pembahasan.pdf
7.	2021_TA_SM_022164518_Bab-5-Kesimpulan.pdf
8.	2021_TA_SM_022164518_Daftar-Pustaka.pdf
9.	2021_TA_SM_022164518_Lampiran.pdf

Abstrak
Abstract

P opularitas belanja online yang telah meningkat beberapa tahun terakhir ini membuat para penyedia layanan toko online untuk berinovasi terhadap layanan mereka untuk meningkatkan daya saing dan loyalitas pelanggan. Salah satu faktor yang menjadi sumber inovasi adalah terkait e-servicescape yang diukur menggunakan tiga dimensi yaitu aesthetic appeal, online layout and functionality, dan financial security. Penelitian ini bertujuan untuk mengukur pengaruh e-serviceescape terhadap nilai berbelanja online dan loyalitas pelanggan.Penelitian ini mengumpulkan data dari sekitar 160 responden melalui kuesioner yang disebarkan secara online. Responden merupakan orang yang pernah melakukan kegiatan berbelanja online. Hasil kuesioner kemudian dianalisa menggunakan pendekatan SEM Berdasarkan hasil pengolahan dan analisa data, ditemukan bahwa interpretasi pelanggan terhadap e-servicescape berpengaruh positif terhadap nilai berbelanja online dan loyalitas pelanggan khususnya terkait dengan aesthetic appeal, online layout and functionality serta financial securityHasil penelitian ini memiliki dampak yang membuat bagaimana manajemen pemasaran dapat menggunakan dimensi e-servicescape untuk membangun nilai belanja dan loyalitas pelanggan di toko online mereka.

T he popularity of online shopping which has increased in recent years has made online store service providers to innovate their services to increase competitiveness and customer loyalty. One of the factors that is a source of innovation is related to e-servicescape which is measured using three dimensions such as aesthetic appeal, layout and functionality, and financial security. This study aims to measure the effect of e-servicescape on perceived e-shopping value and customer loyalty.This study collected data from about 160 respondents through a questionnaire distributed online. Respondents are people who have done online activities. The results of the questionnaire were then analyzed using the SEM approach Based on the results of data processing and analysis, it was found that customer interpretation of e-servicescape has a positive effect on online values and customer loyalty, especially those related to aesthetic appeal, online layout and functionality and financial security.The results of this study have an impact on how management can use the e-servicescape dimension to build perceived e-shopping value and customer loyalty in their online store.