Pengaruh e-service quality terhadap e-customer loyalty: e-customer satisfaction sebagai variable mediasi
Info Katalog
File Repositori
Nomor Panggil : 022001801154
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2022
Pembimbing 1 : Dyah Astarini
Subyek : Customer satisfaction - Marketing;Customer services - Quality control
Kata Kunci : e-service quality, e-customer satisfaction, e-customer loyalty.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2022_TA_SMJ_-022001801154_Halaman-Judul.pdf | 11 | |
| 2. | 2022_TA_SMJ_-022001801154_Lembar-Pengesahan.pdf | 6 | |
| 3. | 2022_TA_SMJ_-022001801154_Bab-1-Pendahuluan.pdf | 7 | |
| 4. | 2022_TA_SMJ_-022001801154_Bab-2-Tinjauan-Pustaka.pdf | 10 |
|
| 5. | 2022_TA_SMJ_-022001801154_Bab-3-Metode-Penelitian.pdf | 16 |
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| 6. | 2022_TA_SMJ_-022001801154_Bab-4-Analisis-dan-Pembahasan.pdf | 15 |
|
| 7. | 2022_TA_SMJ_-022001801154_Bab-5-Kesimpulan.pdf | 2 |
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| 8. | 2022_TA_SMJ_-022001801154_Daftar-Pustaka.pdf | 4 | |
| 9. | 2022_TA_SMJ_-022001801154_Lampiran.pdf | 18 |
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P enelitian ini bertujuan untuk menganalisa pengaruh E-Service Quality terhadap E-Customer Loyalty melalui mediasi E-Customer Satisfaction. Jumlah sample sebanyak 250 responden. Metode yang digunakan non-probability sampling dengan menggunakan teknik purposive sampling. Pengambilan sampling melalui wawancara langsung sebanyak 50 responden dan google form sebanyak 200 responden. Responden dalam penelitian ini yaitu konsumen yang pernah melakukan transaksi online di e-commerce minimal sekali dalam 3 bulan terakhir. Pengujian hipotesis dilakukan dengan menggunakan metode Structural Equation Model (SEM) dengan bantuan AMOS. Hasil penelitian ini menunjukkan bahwa E-Service Quality berpengaruh positif terhadap E-Customer Satisfaction dan E-Customer Loyalty, E-Service Satisfaction berpengaruh positif terhadap E-Customer Loyalty, E-Customer Satisfaction memediasi pengaruh E-Service Quality terhadap E-Customer Loyalty. Untuk penelitian yang akan datang disarankan dilakukan di wilayah lain. Penelitian selanjutnya juga disarankan untuk menambah variabel lain seperti E-Trust atau E-Recovery.
T his study aims to analyze the effect of E-Service Quality on E-Customer Loyalty through the mediation of E-Customer Satisfaction. The number of samples is 250 respondents. The method used is non-probability sampling using purposive sampling technique. Sampling through direct interviews as many as 50 respondents and google form as many as 200 respondents. Respondents in this study were consumers who had made online transactions in e-commerce at least once in the last 3 months. Hypothesis testing was carried out using the Structural Equation Model (SEM) method with the help of AMOS. The results of this study indicate that E-Service Quality has a positive effect on E-Customer Satisfaction and E-Customer Loyalty, E-Service Satisfaction has a positive effect on E-Customer Loyalty, E-Customer Satisfaction mediates the effect of E-Service Quality on E-Customer Loyalty. For future research, it is recommended to do it in other areas. Further research is also suggested to add other variables such as E-Trust or E-Recovery.
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