Pengaruh e-service quality dan perceived value terhadap customer loyalty melalui customer satisfaction pada plaform belanja online Shopee.

Hartono, Ronaldo (2022) Pengaruh e-service quality dan perceived value terhadap customer loyalty melalui customer satisfaction pada plaform belanja online Shopee. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Era globalisasi yang di tandai dengan pemanfaatan internet memberi dampak yang cukup signifikan terhadap pertumbuhan e-Commerce. Kesuksesan e-Commerce sangat di pengaruhi oleh loyalitas pelanggan sehingga penting bagi pemasar untuk mempertahankan loyalitas pelanggan karena merupakan aset. Penelitian ini bertujuan untuk menguji pengaruh E-Service Quality dan Perceived Value terhadap Customer Loyalty melalui Customer Satisfaction pada platform belanja online Shopee. Penelitian ini adalah penelitian kuantitatif dengan pengumpulan data melalui kuesinoner kepada sebanyak 250 responden. Pengolahan data pada penelitian ini menggunakan PLS-SEM. Hasil penelitian menunjukan bahwa pertama, terdapat pengaruh positif langsung diantara variabel E-Service Quality dan Perceived Value terhadap Customer Satisfaction. Kedua, terdapat pengaruh positif langsung E-Service Quality, Perceived Value dan Customer Satisfaction terhadap Customer Loyalty. Ketiga, terdapat pengaruh tidak langsung E-Service Quality dan Perceived Value terhadap Customer Loyalty melalui Customer Satisfaction sebagai mediator. Akhir kata penelitian ini diharapkan dapat berkontribusi dalam memberikan informasi serta pengetahuan bagi pelaku e- Commerce dalam membuat strategi guna untuk membangun kepuasan konsumen melalui kualitas layanan dan nilai keuntungan dalam meningkatkan loyalitas pelanggan.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Hartono, RonaldoNIM01011170262Ra70262@student.uph.edu
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorMeranga, IsanaNIDN033112695isana.meranga@uph.edu
Uncontrolled Keywords: e-service quality; perceived value; customer satisfaction; customer loyalty
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
Depositing User: Ronaldo Hartono Arbi
Date Deposited: 21 Jun 2022 04:22
Last Modified: 21 Jun 2022 04:22
URI: http://repository.uph.edu/id/eprint/47884

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