How social shopping retains customers? capturing the essence of website quality and relationship quality

Tedja, Aldian Vesa and Jayanti, Alyssa Kirana and Safriano, Vincent (2020) How social shopping retains customers? capturing the essence of website quality and relationship quality. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

In the growing technological world, there is always constant development especially within the shopping industry in which customers are becoming more and more interested in shopping and purchasing through online platforms. As a result, the e-commerce industry has gained massive popularity and a new phenomenon emerged called social shopping. Social shopping is known as a computer-based platform that acts as an online mediator which combines both social media and Web 2.0. However, since there is a lack of human interaction, customer retention becomes an issue. Due to this, the research aims to examine the purchase intention of social shopping as the dependent variable, based on the perceived information quality, perceived system quality and perceived service quality as the independent variables, with customer satisfaction, commitment and trust as the mediating variables. The target population for this research were active university students in Tangerang who are taking a bachelor degree. The technique used for sample collection is Snowball Sampling and the amount of sample used for this research is 270 students. The data were then analysed using the program SmartPLS and the tool used was PLS-SEM. Based the results, it showed that all hypotheses were accepted wherein all variables have a significant positive influence on the purchase intention of social shopping.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Tedja, Aldian VesaNIM00000022531aldi_tj@yahoo.com
Jayanti, Alyssa KiranaNIM00000021964alyssakaidun@gmail.com
Safriano, VincentNIM00000024021vincentsafriano@yahoo.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorBernarto, InnocentiusNIDN0320016501UNSPECIFIED
Uncontrolled Keywords: perceived information quality; perceived system quality; perceived service quality; customer satisfaction; commitment; trust; purchase intention of social shopping
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
Depositing User: Users 3341 not found.
Date Deposited: 11 Feb 2020 04:13
Last Modified: 03 Aug 2020 08:32
URI: http://repository.uph.edu/id/eprint/6947

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