Analisis pengaruh faktor environment quality, delivery quality, dan outcome quality terhadap behavioral intention melalui customer satisfaction pada pengguna situs belanja di Surabaya

Susannia, Monica (2020) Analisis pengaruh faktor environment quality, delivery quality, dan outcome quality terhadap behavioral intention melalui customer satisfaction pada pengguna situs belanja di Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Sociolla merupakan salah satu e-commerce di Indonesia yang secara spesifik menjual produk kecantikan atau kosmetik dengan jumlah kunjungan tertinggi. Dalam kurun waktu 2 tahun terakhir Sociolla juga mengalami peningkatan jumlah pengunjung. Oleh karena itu, penting bagi Sociolla untuk dapat mengetahui faktor kualitas pelayanan yang ditawarkan oleh Sociolla melalui situs e-commerce memiliki pengaruh terhadap kepuasan konsumen dan niat perilaku dari konsumen. Kualitas pelayanan yang diteliti merupakan e-service quality yang terdiri dari tiga faktor, yaitu environment quality, delivery quality, dan outcome quality. Penelitian ini dilakukan dengan jenis penelitian kausal dan pendekatan penelitian secara kuantitatif. Penelitian ini dilakukan terhadap konsumen atau pengunjung situs belanja Sociolla yang berdomisili di Kota Surabaya. Pengumpulan data dilakukan dengan mendistribusikan kuesioner kepada setiap konsumen. Teknik pengambilan sampel dilakukan secara snowball sampling. Kemudian teknik analisis yang dilakukan adalah structural equation modelling (SEM). Hasil penelitian membuktikan bahwa environment quality, delivery quality, dan outcome quality berpengaruh positif signifikan terhadap customer satisfaction. Hasil penelitian juga menjelaskan bahwa customer satisfaction berpengaruh positif terhadap behavioral intention pengunjung situs belanja Sociolla

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Susannia, MonicaNIM02011170037msusannia@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorRonald, RonaldNIDN0720097804ronald.suryaputra@uph.edu
Thesis advisorAmelia, AmeliaNIDN0715128701amelia.fe@uph.edu
Uncontrolled Keywords: e-service quality; environment quality; delivery quality; outcome quality; customer satisfaction; behavioral intention; sociolla
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Surabaya > Business School > Management
Current > Faculty/School - UPH Surabaya > Business School > Management
Depositing User: Monica Susannia
Date Deposited: 28 Oct 2020 06:57
Last Modified: 28 Oct 2020 06:57
URI: http://repository.uph.edu/id/eprint/11458

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