Pengaruh e-service quality terhadap customer eretention untuk online shopping yangdimediasi oleh customer e-trust di e- commerce

DETAIL KOLEKSI

Pengaruh e-service quality terhadap customer eretention untuk online shopping yangdimediasi oleh customer e-trust di e- commerce

Oleh : Rafky Ramadhan

Info Katalog

Nomor Panggil : 022002001243

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2023

Pembimbing 1 : Sri Vandayuni Riorini

Subyek : Reliability;Marketing--Management

Kata Kunci : website design, reliability, ease of use, customer E-trust, customer ERetention.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2024_TA_SMJ_022002001243_Halaman-Judul.pdf	11
2.	2024_TA_SMJ_022002001243_Lembar-Pengesahan.pdf	6
3.	2024_TA_SMJ_022002001243_Bab-1-Pendahuluan.pdf	14
4.	2024_TA_SMJ_022002001243_Bab-2-Tinjauan-Pustaka.pdf	21
5.	2024_TA_SMJ_022002001243_Bab-3-Metodologi-Penelitian.pdf	17
6.	2024_TA_SMJ_022002001243_Bab-4-Hasil-dan-Pembahasan.pdf	19
7.	2024_TA_SMJ_022002001243_-Bab-5-Simpulan.pdf	6
8.	2024_TA_SMJ_022002001243_Daftar-Pustaka.pdf	5
9.	2024_TA_SMJ_022002001243_Lampiran.pdf	23

Abstrak
Abstract

P enelitian ini bertujuan menguji dan menganalisis peran E-service Qualityyang didalamnya terdapat variable; website design, reliablity, dan perceived ease ofuse terhadap customer e-retention di mana adanya variabel customer e-trust dalammemediasi pengaruh website design, reliability, perceived ease of use terhadapcustomer e-retention pada e-commerce. Sampel yang digunakan dalam penelitian iniberjumlah 200 responden. Teknik pengambilan sampel yang digunakan adalahpurposive sampling. Data dianalisis menggunakan metode Structural Equation Model(SEM). Hasil dari penelitian ini adalah: (1b) Website design berpengaruh positif terhadap customer e-retention dalam online shopping, (1b) Website designberpengaruh positif terhadap customer e-trust dalam online shopping, (2a) Reliabilityberpengaruh positif terhadap customer e-retention dalam online shopping, (2b)Reliability berpengaruh positif terhadap customer e-trust dalam online shopping, (3a)Perceived ease of use berpengaruh positif terhadap customer e-retention dalam onlineshopping, (3b) Perceived ease of use berpengaruh positif terhadap customer e-trustdalam online shopping, (4) Customer e-trust berpengaruh positif terhadap customer eretention,(5a) Website design berpengaruh positif terhadap customer e-retention yang dimediasi oleh customer e-trust. , (5b) : Reliability berpengaruh positif terhadapcustomer e-retention yang dimediasi oleh customer e-trust. , (5c) Perceived ease ofuse berpengaruh terhadap customer e-retention yang dimediasi oleh customer e-trust.

T his research aims to test and analyze the role of e-service quality whichincludes of website design, reliability, and perceived ease of use on customer eretention,where there are customer e-trust variables in mediating the influence ofwebsite design, reliability, perceived ease of use on customer e-retention on ecommerce.commerce. The sample used in this research was 200 respondents. Thesampling technique used was purposive sampling. Data were analyzed using theStructural Equation Model (SEM) method. The results of this research are: (1b)Website design has a positive effect on customer e-retention in online shopping, (1b)Website design has a positive effect on customer e-trust in online shopping, (2a Reliability has a positive effect on customer e-retention in online shopping, (2b)Reliability has a positive effect on customer e-trust in online shopping, (3a) Perceivedease of use has a positive effect on customer e-retention in online shopping, (3b)Perceived ease of use has a positive effect on customer e-trust in online shopping, (4)Customer e-trust has a positive effect on customer e-retention, (5a) Website design hasa positive effect on customer e-retention which is mediated by customer e-trust. , (5b):Reliability has a poWebsite Design, Reliability, ease of use, customer E-trust, Customer ERetention.sitive effect on customer e-retention which is mediated by customere-trust. , (5c) Perceived ease of use influences customer e-retention which is mediatedby customer e-trust.