Analisis pengaruh user interface quality, information quality, perceived security, perceived privacy terhadap customer loyalty melalui customer satisfaction dan customer trust pada pengguna tokopedia di Surabaya

Cristina, Melly (2019) Analisis pengaruh user interface quality, information quality, perceived security, perceived privacy terhadap customer loyalty melalui customer satisfaction dan customer trust pada pengguna tokopedia di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

	Text (Title.pdf) SAMPUL.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
Preview	Text (Abstract.pdf) ABSTRAK.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (285kB) | Preview
Preview	Text (Chapter1.pdf) BAB I.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (423kB) | Preview
	Text (Chapter2.pdf) BAB II.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (500kB)
	Text (Chapter3.pdf) BAB III.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (555kB)
	Text (Chapter4.pdf) BAB IV .pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter5.pdf) BAB V.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (349kB)
Preview	Text (Bibliography.pdf) PUSTAKA.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (341kB) | Preview
	Text (Appendices.pdf) LAMPIRAN.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

Perkembangan teknologi yang begitu pesat menjadi sebuah peluang bagi perusahaan untuk mengembangkan bisnisnya. Salah satu inovasi teknologi yang paling bermanfaat adalah internet. Dengan adanya internet, perusahaan dapat menjual produk atau jasanya secara online yang disebut dengan layanan e-commerce. Tokopedia adalah salah satu perusahaan yang bergerak di bidang tersebut. Kehadiran Tokopedia sebagai market places memudahkan konsumen dalam menjual dan membeli barang-barang yang konsumen butuhkan. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh User Interface Quality, Information Quality, Perceived Security, dan Perceived Privacy terhadap Customer Loyalty melalui Customer Satisfaction dan Customer Trust. Manfaat yang diharapkan dari penelitian ini adalah menambah khasanah ilmu pengetahuan di bidang manajemen khususnya seberapa besar pengaruh Perceived Privacy dan Customer Trust sehingga meningkatkan Customer Loyalty yang pada akhirnya akan meningkatkan loyalitas pelanggan dari perusahaan Tokopedia. Penelitian ini merupakan penelitian kausal. Metode penelitian yang digunakan adalah metode kuantitatif dengan pengolahan data menggunakan AMOS. Pengumpulan data dilakukan dengan penyebaran kuesioner kepada 125 responden dengan karakteristik responden pria dan wanita berumur 18-60 tahun, sudah pernah menggunakan dan berbelanja langsung pada aplikasi Tokopedia minimal 2 kali dalam 3 bulan terakhir. Hasil penelitian menunjukkan bahwa User Interface Quality dengan koefisien regresi sebesar 0.423 secara positif dan tidak signifikan mempengaruhi Customer Satisfaction; User Interface Quality dengan koefisien regresi sebesar 0.247 secara positif dan tidak signifikan mempengaruhi Customer Trust; Information Quality dengan koefisien regresi sebesar 0.149 secara positif dan tidak signifikan mempengaruhi Customer Satisfaction; Information Quality dengan koefisien regresi sebesar 0.303 secara positif dan tidak signifikan mempengaruhi Customer Trust; Perceived Security dengan koefisien regresi sebesar 0.313 secara positif dan tidak signifikan mempengaruhi Customer Satisfaction; Perceived Security dengan koefisien regresi sebesar 0.23 secara positif dan tidak signifikan mempengaruhi Customer Trust; Perceived Privacy dengan koefisien regresi sebesar 0.557 secara positif dan signifikan mempengaruhi Customer Satisfaction; Perceived Privacy dengan koefisien regresi sebesar 0.631 secara positif dan signifikan mempengaruhi Customer Satisfaction; Customer Satisfaction dengan koefisien regresi sebesar 0.125 secara positif dan tidak signifikan mempengaruhi Customer Loyalty; Customer Trust dengan koefisien regresi sebesar 0.803 secara positif dan signifikan mempengaruhi Customer Loyalty / The rapid development of technology has become an opportunity for companies to develop their business. One of the most useful technological innovations is the internet. With the internet, companies can sell their products or services online, called e-commerce services. Tokopedia is one of the companies engaged in this field. The presence of Tokopedia as a market place makes it easier for consumers to sell and buy items that consumers need. This study aims to determine how the influence of User Interface Quality, Information Quality, Perceived Security, and Perceived Privacy on Customer Loyalty through Customer Satisfaction and Customer Trust. The expected benefit of this research is to add to the repertoire of knowledge in the field of management, especially how large the influence of the Perceived Privacy and Customer Trust has to increase the Customer Loyalty which will ultimately increase customer loyalty from the Tokopedia Company. This research is a causal study. The research method used is a quantitative method by processing data using AMOS. Data collection is done by distributing questionnaires to 125 respondents with characteristics of male and female respondents aged 18-60 years, have used and shopped directly on the Tokopedia application at least 2 times in the last 3 months. The results showed that the User Interface Quality with a regression coefficient of 0.423 positively and does not significantly affect Customer Satisfaction; User Interface Quality with a regression coefficient of 0.247 positively and does not significantly affect Customer Trust; Information Quality with a regression coefficient of 0.149 positively and does not significantly affect Customer Satisfaction; Information Quality with a regression coefficient of 0.303 positively and does not significantly affect Customer Trust; Perceived Security with a regression coefficient of 0.313 positively and does not significantly affect Customer Satisfaction; Perceived Security with a regression coefficient of 0.23 positively and does not significantly affect Customer Trust; Perceived Privacy with a regression coefficient of 0.557 positively and significantly affects Customer Satisfaction; Perceived Privacy with a regression coefficient of 0.631 positively and significantly affects Customer Satisfaction; Customer Satisfaction with a regression coefficient of 0.125 positively and does not significantly affect Customer Loyalty; Customer Trust with a regression coefficient of 0.803 positively and significantly affects Customer Loyalty

Actions (login required)

View Item