Lubis, Reza Mohammad (2022) PENGARUH E-COMMERCE INNOVATION, E-SERVICE QUALITY, DAN CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY LAZADA (JABODETABEK). Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Tujuan penelitian ini adalah untuk menguji dan menganalisis pengaruh Customer Satisfaction (Kepuasan Konsumen) dan Customer Loyalty (Loyalitas Konsumen) terhadap E-Commerce Innovation (Inovasi E-Commerce) dan E-Service Quality (Kualitas Pelayanan) Lazada di Jabodetabek. Penelitian ini menggunakan software SmartPLS 3.2.9 untuk mengukur outer model dan inner model. Outer model terdiri dari uji validitas, diskriminan. Inner model terdiri dari uji multikolinearitas, R2, Q2, F2, dan P-Value. Penelitian ini memeproleh data dari 33 data pre-test dan 154 data actual yang diperoleh dari responden yang merupakan konsumen Lazada dari Jabodetabek. Hasil penelitian menjelaskan bahwa E-Commerce Innovation tidak memiliki arah pengaruh positif terhadap Customer Satisfaction, E-Commerce Innovation tidak memiliki pengaruh positif terhadap Customer Loyalty, E-Service Quality memiliki pengaruh positif terhadap Customer Satisfaction, E-Service Quality memiliki pengaruh positif terhadap Customer Loyalty, E-Commerce Innovation tidak memiliki pengaruh secara tidak langsung terhadap loyalitas pelanggan yang diperkuat oleh kepuasan konsumen, dan E-Service Quality memiliki pengaruh secara tidak langsung terhadap loyalitas pelanggan yang diperkuat oleh kepuasan konsumen.
Item Type: | Thesis (Bachelor) | ||||||||
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Uncontrolled Keywords: | Customer Satisfaction, Customer Loyalty, E-Commerce Innovation, E-Service Quality | ||||||||
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: | Reza Mohammad Lubis | ||||||||
Date Deposited: | 17 Jan 2023 04:12 | ||||||||
Last Modified: | 17 Jan 2023 04:12 | ||||||||
URI: | http://repository.uph.edu/id/eprint/52576 |
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