Andira, Annisa Syafa (2023) Tren belanja daring melalui e-commerce pasca pandemi: pengaruh e-service quality terhadap kepuasan dan perilaku konsumen di Jabodetabek. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Tujuan penelitian ini dilakukan untuk menguji dan menganalisis pengaruh variabel e-service quality terhadap customer satisfaction dan customer trust pada tren belanja konsumen e-commerce setelah masa pandemi berakhir yang akan ditinjau pada perilaku repurchase intention, word of mouth, dan site revisit. Pengambilan sampel dilakukan dengan menggunakan metode purposive sampling. Penelitian ini menggunakan PLS-SEM untuk mengukur outer model dan inner model. Penelitian dilakukan kepada 30 data Pre-test dan 202 data aktual yang diperoleh dari responden yang merupakan pengguna aktif e-commerce di wilayah Jabodetabek yang berusia minimal 17 tahun pada Maret 2023. Hasil penelitian menjelaskan bahwa dari 11 hipotesis yang ada pada penelitian ini, yang dapat didukung berdasarkan data empiris yang diambil oleh peneliti memiliki hanya 8 hipotesis, yaitu (1) adanya hubungan yang positif antara customer service dan overal e-service quality, (2) fulfilment memiliki pengaruh yang positif terhadap overall e-service quality, (3) overall e-service quality memiliki pengaruh positif terhadap customer satisfaction, (4) overall e-service quality memiliki pengaruh positif terhadap customer trust, (5) customer trust memiliki pengaruh positif terhadap perilaku repurchase intention, (6) customer satisfaction memiliki pengaruh positif terhadap perilaku word of mouth, (7) customer trust memiliki pengaruh positif terhadap perilaku word of mouth, dan (8) customer satisfaction memiliki pengaruh positif terhadap perilaku site revisit.
Item Type: | Thesis (Bachelor) | ||||||||
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Uncontrolled Keywords: | e-commerce; e-service quality; customer behavior; website design; customer service; security; privacy; fulfilment | ||||||||
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 |
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Depositing User: | ANNISA SYAFA ANDIRA | ||||||||
Date Deposited: | 27 Jun 2023 02:19 | ||||||||
Last Modified: | 27 Jun 2023 02:19 | ||||||||
URI: | http://repository.uph.edu/id/eprint/56211 |
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