Hutabarat, Afrasausan Herlina Parulian (2021) Pengaruh layanan pasca pembelian dalam belanja online dan dampaknya terhadap kepuasna pelanggan, studi empiris Fashion Today. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Tujuan dari penelitian ini adalah untuk mengetahui kepuasan pelanggan terhadap merek fesyen Fashion Today dan bagaimana efeknya terhadap keputusan dan perilaku mereka setelah transaksi. Hal tersebut akan dipengaruhi oleh customer service, shipping, tracking, dan return. Penelitian dilakukan secara kuantitatif dengan sampel sebanyak 197 responden berpartisipasi melalui kuesioner daring, lalu data tersebut dianalisi menggunakan pendekatan Partial Least Square – Structural Equation Modelling (PLS-SEM) yang diolah menggunakan software SmartPLS 3.3.3. Hasil yang diperoleh menunjukkan bahwa customer service, shipping, tracking, dan return berpengaruh positif terhadap kepuasan pelanggan yang juga berpengaruh terhadap future purchase intention pada Fashion Today. Saran untuk penelitian selanjutnya adalah meneliti dengan sampel yang lebih luas dan menggunakan variabel tambahan selain customer satisfaction yang dapat memprediksi keputusan konsumen pada masa mendatang.
| Item Type: | Thesis (Bachelor) | ||||||||
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| Uncontrolled Keywords: | Customer service; Shipping; Tracking; Return; Customer satisfaction; Future purchase intention; Perceived value; Behavioral intention; SEM; PLS; Fashion today | ||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
| Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management Current > Faculty/School - UPH Karawaci > Business School > Management |
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| Depositing User: | Users 8178 not found. | ||||||||
| Date Deposited: | 08 Feb 2022 02:50 | ||||||||
| Last Modified: | 03 Mar 2022 23:48 | ||||||||
| URI: | http://repository.uph.edu/id/eprint/45497 |
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