Rezano, M. Randyansa (2021) Analisa pengaruh e-service quality terhadap behavioral intention melalui e-trust dan e-satisfaction pada pelanggan Tokopedia. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Tujuan dari penelitian ini adalah untuk mengetahui pengaruh e-service quality terhadap behavioral intention melalui e-trust dan e-satisfaction pada pelanggan Tokopedia. Pada saat ini sudah banyak aplikasi yang menawarkan transaksi jual beli secara online dimana konsumen dapat mencari berbagai macam kebutuhan dengan usaha yang minimal dan dapat dilakukan kapan saja. Tokopedia merupakan salah satu aplikasi e-commerce yang saat ini paling banyak digunakan oleh penduduk Indonesia. Sampel dalam penelitian ini sebanyak 250 pengguna aplikasi Tokopedia berpartisipasi dengan metode purposive sampling. Metode penelitian yang digunakan adalah quantitative dengan menggunakan pendekatan PLS-Structural Equation Modelling (SEM) dengan bantuan software SmartPLS 3.3.3. Hasil penelitian menunjukan e-service quality memberikan dampak positif terhadap e-trust dan e-customer satisfaction, e-trust berpengaruh positif terhadap e-customer satisfaction, e-service quality berpengaruh positif terhadap behavioral intention, e-trust dan e-customer satisfaction juga memberikan pengaruh positif dan signifikan secara direct dan indirect terhadap behavioral intention.
| Item Type: | Thesis (Bachelor) | ||||||||||||||||
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| Uncontrolled Keywords: | e-service quality, e-trust, e-customer satisfaction, behavioral intention, sem, pls, Tokopedia | ||||||||||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
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| 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 7921 not found. | ||||||||||||||||
| Date Deposited: | 07 Feb 2022 07:49 | ||||||||||||||||
| Last Modified: | 18 Mar 2022 07:30 | ||||||||||||||||
| URI: | http://repository.uph.edu/id/eprint/45535 |
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