Anteseden dan konsekuensi emphatic concern dalam online shopping

Parenta, Nelda Ampulembang (2018) Anteseden dan konsekuensi emphatic concern dalam online shopping. Masters thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk menguji pengaruh customer satisfaction dan empathic concern terhadap customer citizenship behavior (recommendation, helping behavior, dan service firm facilitation). Adanya perkembangan teknologi dan internet telah mempengaruhi perilaku pengguna internet Indonesia termasuk dalam hal komersil. Dimana perkembangan internet ini membuat semakin banyak masyarakat Indonesia yang berbelanja online sehingga mendorong bertumbuhnya online shop di Indonesia. Penelitian ini dilakukan kepada 229 responden dan teknik pengambilan sampel dilakukan dengan metode judgement. Teknik pengumpulan data dilakukan dengan menyebarkan kuisioner secara online dan harus sesuai dengan kriteria penelitian, yaitu mereka yang pernah berbelanja secara online dan berusia 18-35 tahun. Data yang diperoleh kemudian dianalisis dengan menggunakan SEM diolah dengan PLS (Partial Least Square) untuk menjelaskan hubungan antar variabel yang diteliti. Hasil penelitian menunjukkan bahwa customer satisfaction memiliki pengaruh terhadap ketiga bagian dari customer citizenship behavior (recommendation, helping behavior, dan service firm facilitation). Sedangkan variabel empathic concern hanya berpengaruh positif terhadap service firm facilitation dalam customer citizenship behavior, sedangkan pengaruhnya terhadap recommendation dan helping behavior tidak didukung dalam penelitian ini. Kesimpulan lainnya yang didapatkan adalah bahwa dari kelima personality trait yang diuji, tiga diantaranya memiliki pengaruh positif terhadap perspective taking, yaitu kepribadian agreeableness, conscientiousness, serta openness to experience, sedangkan kepribadian extraversion berpengaruh negatif terhadap perspective taking dan neuroticism tidak memiliki pengaruh terhadap perspective taking. Untuk pengaruh personality trait terhadap empathic concern, hanya kepribadian agreeableness yang memiliki pengaruh positif terhadap empathic concern.

Item Type: Thesis (Masters)
Creators:
CreatorsNIMEmail
Parenta, Nelda AmpulembangNIM00000022754UNSPECIFIED
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorWidjaja, Anton W.NIDN0311116501UNSPECIFIED
Additional Information: T 19-15 PAR a
Uncontrolled Keywords: agreeableness ; extraversion ; conscientiousness ; neuroticism ; openness to experience ; perspective taking ; empathic concern ; customer satisfaction ; customer citizenship behavior ; recommendation ; helping behavior ; service firm facilitation ; online shopping
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
Depositing User: Ms Devy Christiany Zega
Date Deposited: 20 May 2021 02:22
Last Modified: 18 May 2022 04:06
URI: http://repository.uph.edu/id/eprint/26123

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