Gultom, Nata Kristian (2016) The antecedents dari online customer satisfaction dan customer loyalty pada situs belanja lazada indonesia. Masters thesis, Universitas Pelita Harapan.
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Abstract
Dalam persaingan bisnis online shopping dewasa ini, membuat pengusaha harus terus melakukan perbaikan, baik dari faktor pemasaran ataupun faktor teknis. Oleh karena itu sangat penting bagi online shop memahami prilaku dan selera dari konsumen untuk melakukan pembelian kembali. Lazada merupakan salah satu keberhasilan online shop di Indonesia. Namun, dengan hadirnya beberapa kompetitor baru tentu akan mendorong Lazada memperhatikan, meningkatkan dan mengurangi faktor-faktor yang dapat mempengaruhi pembelian oleh konsumen. Secara spesifik tujuan dari penelitian ini adalah untuk mengetahui hubungan dan pengaruh antara Online Shopping Attitude, Perceived Risks, Consumer Innovativeness, Impulse Purchase, Perceived Conveninence, Word-of-Mouth (WOM). Information Quality, System Quality, dan Service Quality terhadap Customer Loyalty yang dimediasi oleh Customer Satisfaction di situs Lazada Indonesia. Pengumpulan data dilakukan dengan menyebar kuesioner kepada 320 responden sebagai jumlah populasi yang diharuskan dan diharapkan mendapat jumlah sampel 175 responden sudah pernah belanja di Lazada. Data diolah dengan menggunakan analisis validitas, reliabilitas, dan regresi berganda menggunakan SEM SmartPLS. Hasil penelitian ditemukan bahwa Online Shopping Attitude, Consumer Innovativeness, Perceived risk, Word-of-Mouth, dan System quality berpengaruh negatif terhadap Customer Satisfaction. Sementara itu Perceived convenience, Impulse purchase, Information quality, dan Service quality berpengaruh positif terhadap Customer Satisfaction.
Item Type: | Thesis (Masters) | ||||||||
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Additional Information: | T 19-13 GUL a | ||||||||
Uncontrolled Keywords: | online shopping attitude ; perceived risks ; consumer innovativeness ; impulse purchase ; perceived conveninence ; word-of-mouth (wom); information quality; system quality ; service quality ; customer satisfaction ; customer loyalty | ||||||||
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management Current > Faculty/School - UPH Karawaci > Business School > Master of Management |
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Depositing User: | Users 18 not found. | ||||||||
Date Deposited: | 20 Feb 2021 03:14 | ||||||||
Last Modified: | 10 Nov 2021 08:40 | ||||||||
URI: | http://repository.uph.edu/id/eprint/20053 |
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