Pengaruh customer engagement, shopping convenience, application usability dan customer satisfaction terhadap behavioral intention melalui perceived value pada situs lazada di Surabaya

Putra, Dhika Ramadhanny (2017) Pengaruh customer engagement, shopping convenience, application usability dan customer satisfaction terhadap behavioral intention melalui perceived value pada situs lazada di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

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Abstract

Pertumbuhan internet yang terus meningkat dari tahun ke tahun memberikan dampak terhadap perkembangan teknologi digital serta masyarakat sebagai penggunanya, termasuk Indonesia. Internet menjadi salah faktor munculnya e-commerce yaitu proses jual-beli berupa barang maupun jasa serta informasi yang menggunakan jaringan komputer. Salah satu E-commerce terbesar di Indonesia adalah Lazada. Meskipun Lazada memiliki pangsa pasar terbesar di Indonesia, namun sebagai salah satu E-commerce di Indonesia yang ingin terus bertahan mengingat banyaknya jumlah pesaing yang ada di Indonesia maka Lazada perlu melibatkan pelanggan agar Lazada selalu tahu apa saja yang diinginkan dari pelanggan sehingga kedepannya dapat meningkatkan Behavioral Intention. Adapun faktor-faktor yang diteliti yaitu Customer Engagement, Shopping Convenience, Application Usability dan Customer Satisfaction di dalam mempengaruhi Behavioral Intention melalui Perceived Value. Sampel yang digunakan pada penelitian ini yaitu berdasarkan data dari 112 responden yang berjenis kelamin laki-laki dan perempuan, berdomisili di Surabaya, dengan batasan usia 18-60 tahun, melakukan pembelian produk lebih dari sekali dalam kurun waktu satu bulan terkahir. Untuk pengolahan dan penganalisaan data dalam penelitian ini yaitu dengan menggunakan AMOS 22,0 sebagai software untuk mengolah data. Hasil penelitian memberikan implikasi teoritis berupa dukungan terhadap teori-teori yang ada serta hasil penelitian terdahulu mengenai variabel Shopping Convenience, Appication Usability dan Customer Satisfaction memberikan pengaruh significan terhadap Perceived Value serta variabel Customer Engagement, Shopping Convenience, Appication Usability, Customer Satisfaction dan Perceived Value yang memberikan pengaruh significan terhadap Behavioral Intention dengan menggunakan objek yaitu Lazada. Dari penjelasan diatas dapat terlihat bahwa variabel yang paling berpengaruh terhadap Behavioral Intention adalah Perceived Value (Koef 0.317) dan variabel yang paling berpengaruh terhadap Perceived Value yaitu Shopping Convenience (Koef. 0.419)/ The growth of the internet continues to increase from year to year have an impact on the development of digital technology and the community as users, including Indonesia. Internet becomes one of the factors emergence of e-commerce is the process of buying and selling of goods and services and information using computer networks. One of the largest E-commerce in Indonesia is Lazada. Although Lazada has the largest market share in Indonesia, but as one of E-commerce in Indonesia who want to continue to survive given the number of competitors in Indonesia so Lazada needs to involve customers so that Lazada always know what is desired from customers so that the future can improve Behavioral Intention. The factors studied are Customer Engagement, Convenience Shopping, Application Usability and Customer Satisfaction in influencing Behavioral Intention through Perceived Value. The sample used in this study is based on data from 112 respondents of male and female sex, domiciled in Surabaya, with the age limit of 18-60 years, making product purchases more than once in the past month. For processing and analyzing the data in this research is by using AMOS 22.0 as a software to process data. The result of research give the theoretical implication in the form of support to existing theories as well as previous research results about Shopping Convenience, Appication Usability and Customer Satisfaction variable give significant influence to Perceived Value and Customer Engagement, Convenience, Appication Usability, Customer Satisfaction and Perceived Value gives a significant influence on Behavioral Intention by using the object of Lazada. From the above explanation can be seen that the most influential variables on Behavioral Intention is Perceived Value (Koef 0.317) and the variable that has the most influence on Perceived Value of Shopping Convenience (Koef: 0.419)

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Putra, Dhika RamadhannyNIM00000029403UNSPECIFIED
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorHeyanto, JanuarUNSPECIFIEDUNSPECIFIED
Thesis advisorAmelia, AmeliaUNSPECIFIEDUNSPECIFIED
Uncontrolled Keywords: customer engagement; shopping convenience; application usability; customer satisfaction; perceived value; behavioral intention
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
Depositing User: Rafael Rudy
Date Deposited: 02 Nov 2022 07:57
Last Modified: 02 Nov 2022 07:57
URI: http://repository.uph.edu/id/eprint/50945

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