PENGARUH E-SERVICE QUALITY, E-TRUST, DAN E-CUSTOMER SATISFACTION TERHADAP BEHAVIORAL INTENTIONS KONSUMEN TOKOPEDIA GENERASI Z DI AREA JABODETABEK

Widianto, Matthew Albert (2021) PENGARUH E-SERVICE QUALITY, E-TRUST, DAN E-CUSTOMER SATISFACTION TERHADAP BEHAVIORAL INTENTIONS KONSUMEN TOKOPEDIA GENERASI Z DI AREA JABODETABEK. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (244kB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (360kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (872kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (4MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (715kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)

Abstract

Penelitian ini memiliki tujuan untuk menguji pengaruh e-service quality terhadap e-trust dan e-customer satisfaction. Penelitian ini juga meneliti peran e-trust dan e- customer satisfaction dalam memediasi e-service quality dan behavioral intentions. Penelitian ini menggunakan penelitian jenis kuantitatif sebagai landasan penelitian. Teknik sampling yang digunakan adalah probability sampling. Populasi dalam penelitian ini adalah Generasi Z (1995-2010) yang menggunakan aplikasi Tokopedia dan berdomisili di Jabodetabek dengan jumlah sampel sebanyak 100 responden. Analisis data dalam penelitian ini dilakukan menggunakan aplikasi SmartPLS 3.0. Hasil dari penelitian ini menunjukkan bahwa e-service quality berpengaruh terhadap e-trust dan e-customer satisfaction. Penelitian ini juga menunjukkan bahwa e-trust berpengaruh positif terhadap e-customer satisfaction. Ditemukan pula bahwa e-trust dan e-customer satisfaction dapat memediasi pengaruh e-service quality terhadap behavioral intentions. / This study aims to examine the effect of e-service quality on e-trust and e-customer satisfaction. This study also examines the role of e-trust and e-customer satisfaction in mediating e-service quality and behavioral intentions. This study uses quantitative research as the basis of research. The sampling technique used is probability sampling. The population in this study is Generation Z (1995-2010) who use the Tokopedia application and are domiciled in Greater Jakarta with a sample of 100 respondents. Data analysis in this study uses SmartPLS 3.0 application. The results of this study indicate that e-service quality has an effect on e-trust and e- customer satisfaction. This study also shows that e-trust has a positive effect on e- customer satisfaction. It was also found that e-trust and e-customer satisfaction can mediate the effect of e-service quality on behavioral intentions.

Actions (login required)

View Item