Analisis pengaruh design application, costumer service, security and privacy fulfilment terhadap costumer satisfaction dan pada akhir repurchase internation pelanggan blibli.Com di Makassar

Lorens, Angela (2022) Analisis pengaruh design application, costumer service, security and privacy fulfilment terhadap costumer satisfaction dan pada akhir repurchase internation pelanggan blibli.Com di Makassar. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Pandemi covid-19 ternyata tidak selalu berdampak buruk pada dunia bisnis. Pasalnya, sejumlah bisnis justru mengalami pertumbuhan positif signifikan. Salah satunya, yaitu pelaku bisnis penjualan online. Selama terjadinya masa pandemi ini Bisnis Online justru banyak di minati banyak orang karena dianggap sebagai solusi aman agar bisnis tetap berjalan dengan lancar meskipun di masa pandemi, sehingga kebutuhan pelanggan tetap terpenuhi . maka sangat penting Masyarakat lebih memilih untuk meningkatkan perkembangan bisnisnya dengan cara berbisnis online, dan juga mewujudkan kebutuhannya dengan melakukan pesanan online dengan menggunakan aplikasi pesanan antar secara online, salah satu situs web perdagangan elektronik di Indonesia adalah Blibli.com Blibli merupakan produk pertama PT.Global Digital Niaga Dimana blibli ini bekerja sama dengan penyedia jasa teknologi, mitra logistik, perbankan dan mitra dagang dengan standar tertentu buat menghasilkan sistem back- end yang diharapkan dapat penuhi kebutuhan pengguna. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh dari design aplication, costumer service, security.privacy, dan fulflment terhadap repurchase internation yang dipengaruhi oleh customer satisfaction. Manfaat dari penelitian ini adalah untuk meningkatkan pengetahuan khususnya dimulai dari seberapa besar pengaruh dari customer satisfaction sehingga dapat meningkatkan repurchase intention. Penelitian ini merupakan penelitian kausal, dengan menggunakan metode kuantitatif dan menggunakan bantuan program statistik SPSS 22.0. Pengumpulan data dilakukan dengan menyebarkan kuesioner dengan teknik snowball sampling kepada 120 responden dengan karakteristik responden 70 berjenis kelamin perempuan dan 50 berjenis kelamin laki-laki berumur 18-60 tahun, berdomisili di Makassar, telah melakukan transaksi belanja di Blibli.com, selalu mencari informasi berbelanja diblibli.com 2x dalam 2 bulan terakhir, telah mengunjungi dan berlangganan menggunakan aplikasi Blibli.com Hasil penelitian menunjukan bahwa variabel customer satisfaction berpengaruh signifikan terhadap repurchase internation dengan nilai koefisien regresi sebesar 0,738; variabel disegn aplikasi berpengaruh signifikan terhadap customer satisfaction dengan nilai koefisien regresi sebesar 0,225; variabel costumer service berpengaruh signifikan terhadap customer satisfaction dengan nilai koefisien regresi sebesar 0,206; variabel security/privacy berpengaruh signifikan terhadap customer satisfaction dengan nilai koefisien regresi sebesar 0,263; dan variabel fulfilment berpengaruh signifikan terhadap customer satisfaction dengan nilai koefisien regresi sebesar 0,194./The COVID-19 pandemic has not always had a bad impact on the business world. This is because a number of businesses have experienced significant positive growth. One of them, namely online sales business people. During this pandemic period, Online Business was in fact much in the interest of many people because it was considered a safe solution so that business could run smoothly even during the pandemic, so that customer needs were still met. it is very important that people prefer to improve their business development by doing online business, and also realizing their needs by placing online orders using an online delivery order application, one of the electronic trading websites in Indonesia is Blibli.com Blibli is the first product of PT.Global Digital Commerce Where blibli works with technology service providers, logistics partners, banking and trading partners with certain standards to produce a back-end system that is expected to meet user needs. The purpose of this study was to determine the effect of application design, customer service, security. privacy, and fulfillment on repurchase internation which is influenced by customer satisfaction. The benefit of this research is to increase knowledge, especially starting from how much influence customer satisfaction has so that it can increase repurchase intention. This research is a causal research, using quantitative methods and using the statistical program SPSS 22.0. Data collection was carried out by distributing questionnaires with snowball sampling technique to 120 respondents with the characteristics of respondents being 70 female and 50 male aged 18-60 years, domiciled in Makassar, had made shopping transactions at Blibli.com, always looking for shopping information. diblibli.com 2x in the last 2 months, have visited and subscribed using the Blibli.com application The results showed that the customer satisfaction variable had a significant effect on international repurchase with a regression coefficient of 0.738; application design variable has a significant effect on customer satisfaction with a regression coefficient value of 0.225; customer service variable has a significant effect on customer satisfaction with a regression coefficient value of 0.206; the security/privacy variable has a significant effect on customer satisfaction with a regression coefficient value of 0.263; and fulfillment variables have a significant effect on customer satisfaction with a regression coefficient value of 0.194.

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