Analisis pengaruh faktor tangibility, reliability, responsiveness, confidence, communication terhadap customers repurchase melalui customers satisfactions pada pelanggan hartono elektronika di Surabaya

Adi, I Nyoman Jonivian (2019) Analisis pengaruh faktor tangibility, reliability, responsiveness, confidence, communication terhadap customers repurchase melalui customers satisfactions pada pelanggan hartono elektronika di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

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Abstract

Dalam perkembangan teknologi elektronik yang begitu pesat menjadi sebuah peluang bagi retail eletronik untuk mengembangkan bisnisnya dalam penyedia barang elektronik. Salah satu inovasi teknologi yang paling sangat bermanfaat dalam kehidupan sehari-hari. Dengan adanya teknologi, perusahaan atau retail dapat menjual produk elektroniknya atau jasanya pemebelian produknya secara online yang disebut dengan layanan e-commerce. Hartono Elektronika adalah salah satu retail yang bergerak di bidang elektronik tersebut. Kehadiran Hartono Elektronika memudahkan pelanggan dalam memilih produk elektronik mana yang sesuai dengan kebutuhannya ,aman, dan juga sangat berkualitas. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh Tangbility, Reliability, Responsiveness, Confidence, dan Communication terhadap Customer Repurchase melalui Customers Satisfactions. Manfaat yang diharapkan dari penelitian ini adalah menambah khasanah ilmu pengetahuan di bidang manajemen khususnya seberapa besar pengaruh Customers Satisfactions sehingga meningkatkan Customers Repurchase yang pada akhirnya akan meningkatkan pembelian aktual dari perusahaan Hartono Elektronika. Penelitian ini merupakan penelitian kausal. Metode penelitian yang digunakan adalah metode kuantitatif dengan pengolahan data menggunakan AMOS. Pengumpulan data dilakukan dengan penyebaran kuesioner kepada 155 responden dengan karakteristik responden pria dan wanita berumur 18-60 tahun, pernah melakukan pembelian di Hartono Elektronika, mengetahui bahwa Hartono Elektronik memiliki barang-barang yang lengkap . Hasil penelitian menunjukkan bahwa Tangibility dengan koefisien regresi sebesar 0.153 secara positif dan signifikan mempengaruhi Customers Satisfactions; Reliability dengan koefisien regresi sebesar 0.294 secara positif dan ssignifikan mempengaruhi Customers Satisfactions; Responsiviness dengan koefisien regresi sebesar 0.019 secara positif tetapi tidak signifikan mempengaruhi Customers Satisfactions; Confidence dengan koefisien regresi sebesar 0.455 secara positif dan signifikan mempengaruhi Customers Satisfactions; Communication dengan koefisien regresi sebesar 0.756 secara positif dan signifikan mempengaruhi Customers Satisfactions; dan Customers Satisfactions dengan koefisien regresi sebesar 0.992 secara positif dan signifikan mempengaruhi Customers Repurchase / In the rapid development of electronic technology it becomes an opportunity for electronic retailers to develop their business in providing electronic goods. One of the most very useful technological innovations in everyday life. With the existence of technology, companies or retailers can sell their electronic products or services to buy their products online, called e-commerce services. Hartono Elektronika is one of the retailers engaged in the electronics sector. The presence of Hartono Elektronika makes it easy for customers to choose which electronic products are suitable for their needs, safe, and also of high quality. This study aims to determine how the influence of Tangbility, Reliability, Responsiveness, Confidence, and Communication on Customer Repurchase through Customers Satisfactions. The expected benefit of this research is to add to the repertoire of knowledge in the field of management, especially how much the influence of Customers Satisfactions is to increase Customers Repurchase which will ultimately increase the actual purchase of the Hartono Elektronika company. This research is a causal study. The research method used is a quantitative method by processing data using AMOS. Data collection was carried out by distributing questionnaires to 155 respondents with characteristics of male respondents and women aged 18-60 years, having made purchases at Hartono Elektronika, knowing that Hartono Elektronik had complete items. The results showed that Tangibility with a regression coefficient of 0.153 positively and significantly affected Customers Satisfactions; Reliability with a regression coefficient of 0.294 positively and significantly affects Customers Satisfactions; Responsiviness with a regression coefficient of 0.019 positively but does not significantly affect Customers Satisfactions; Confidence with a regression coefficient of 0.455 positively and significantly affects Customers Satisfactions; Communication with a regression coefficient of 0.756 positively and significantly affects Customers Satisfactions; and Customers Satisfactions with a regression coefficient of 0.992 positively and significantly affects Customers Repurchase

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