susannia, monica (2022) Analisis pengaruh faktor environment quality, delivery quality, dan outcome quality terhadap behavioral intention melalui customer satisfaction pada pengguna shopee apps di Surabaya. Masters thesis, universitas pelita harapan.
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Abstract
Shopee Apps menjadi salah satu aplikasi e-commerce yang paling sering digunakan dengan jumlah transaksi yang mengalami peningkatan hingga 130% di tahun 2020. Shopee Apps juga menjadi aplikasi e-commerce top of mind masyarakat untuk berbelanja online selama pandemi Covid-19. Oleh karena itu, penting bagi Shopee Apps untuk dapat menentukan kualitas layanan yang dapat ditawarkan memiliki pengaruh terhadap kepuasan konsumen dan niat perilaku dari konsumen. Kualitas pelayanan yang diteliti merupakan e-service quality yang terdiri dari tiga faktor, yaitu environment quality, delivery quality, dan outcome quality
| Item Type: | Thesis (Masters) | ||||||||||||
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| Uncontrolled Keywords: | environment quality; delivery quality; dan outcome quality terhadap behavioral intention melalui customer satisfaction | ||||||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||||||
| Divisions: | University Subject > Current > Faculty/School - UPH Surabaya > Business School > Master of Management Current > Faculty/School - UPH Surabaya > Business School > Master of Management |
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| Depositing User: | Monica Susannia | ||||||||||||
| Date Deposited: | 17 Mar 2022 02:58 | ||||||||||||
| Last Modified: | 17 Mar 2022 02:58 | ||||||||||||
| URI: | http://repository.uph.edu/id/eprint/47167 |
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