Analisis pengaruh ubiquity, application design, fulfillment, customer service, privacy, terhadap e-customer satisfaction dan e-customer loyalty pada pengguna aplikasi lazada di Surabaya

Tando, Ariel Kirana (2021) Analisis pengaruh ubiquity, application design, fulfillment, customer service, privacy, terhadap e-customer satisfaction dan e-customer loyalty pada pengguna aplikasi lazada di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

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Abstract

Perkembangan dari E-Commerce di Indonesia kian meningkat setiap tahunnya. Hal ini juga turut memberikan dampak dimana persaingan dalam industry E-Commerce menjadi semakin ketat setiap tahunnya. Dengan meningkatnya persaingan ini maka perusahaan yang bergerak dalam industry E-Commerce haruslah menjaga serta mempertahankan loyalitas pelanggan baik bagi para pelanggan baru maupun pelanggan lama. Tujuan dari penelitian ini adalah untuk mengetahui pengauh dari Ubiquity, Application Design, Fulfillment, Customer Service, Privacy terhadap E-Customer Satisfaction dan E-Customer Loyalty. Manfaat dari penelitian ini adalah untuk menambah wawasan khususnya untuk mengetahui seberapa besar pengaruh dari E�Customer Satisfaction dan E-Customer Loyalty. Penelitian ini merupakan penilitian yang bersifat kausal dengan menggunakan metode kuantitatif dan diolah menggunakan Teknik snowball sampling kepada 150 responden dengan karakteristik responden yaitu berjenis kelamin baik pria maupun Wanita, bertempat tinggal di Surabaya, berusia 18-60 tahun (Kotler dan Amstrong 2009) menginstal dan berbelanja menggunakan aplikasi Lazada sebanyak dua kali di ponsel dalam enam bulan terakhir, pernah berinteraksi dengan layanan pelanggan (Customer Service) dalam enam bulan terakhir. Kata Kunci: Ubiquity, Application Design, Fulfillment, Customer Service, Privacy, E-Customer Satisfaction dan E-Customer Loyalty. / The development of E-Commerce in Indonesia is increasing every year. This also has an impact where the competition in the E-Commerce industry is getting tougher every year. With this increasing competition, companies engaged in the E-Commerce industry must maintain and maintain customer loyalty both for new customers and old customers. The purpose of this study was to determine the influence of Ubiquity, Application Design, Fulfillment, Customer Service, Privacy on E-Customer Satisfaction and E-Customer Loyalty. The benefit of this research is to add insight, especially to find out how much influence E-Customer Satisfaction and E-Customer Loyalty have. This research is a causal research using quantitative methods and processed using the snowball sampling technique to 150 respondents with the characteristics of the respondents being both male and female, residing in Surabaya, aged 18-60 years (Kotler and Armstrong 2009) installing and shopping used the Lazada application twice on mobile in the last six months, had interacted with Customer Service in the last six months.Key Words: Ubiquity, Application Design, Fulfillment, Customer Service, Privacy, E-Customer Satisfaction dan E-Customer Loyalty.

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