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Analisis faktor-faktor yang mempengaruhi word of mouth, continuance commitment, dan customer satisfaction pada pengguna aplikasi shopee di Surabaya

Andrian, Daniel (2021) Analisis faktor-faktor yang mempengaruhi word of mouth, continuance commitment, dan customer satisfaction pada pengguna aplikasi shopee di Surabaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

E-commerce adalah segala transaksi jual beli yang dilakukan secara online atau melalui internet. Era globalisasi sudah semakin berkembang terutama bagian teknologi informasi. Masyarakat saat ini lebih mudah melakukan kegiatan jual beli barang dengan terciptanya industri e-commerce berjenis marketplace. Salah satu aplikasi marketplace yang sering digunakan adalah Shopee. Penelitian ini memiliki tujuan untuk mengetahui pengaruh penting Performance Expectancy terhadap Customer Satisfaction pengguna aplikasi Shopee di Surabaya, mengetahui pengaruh penting Effort Expectancy terhadap Customer Customer Satisfaction pengguna Aplikasi Shopee di Surabaya, mengetahui pengaruh penting Social Influence terhadap Customer Customer Satisfaction pengguna Aplikasi Shopee di Surabaya, mengetahui pengaruh penting Hedonic Motivation terhadap Customer Customer Satisfaction pengguna Aplikasi Shopee di Surabaya, mengetahui pengaruh penting Price Value terhadap Customer Customer Satisfaction pengguna Aplikasi Shopee di Surabaya, mengetahui pengaruh penting Customer Customer Satisfaction terhadap Continuance commitment pengguna Aplikasi Shopee di Surabaya, dan mengetahui pengaruh penting Continuance commitment terhadap Word of Mouth pengguna Aplikasi Shopee di Surabaya. Penelitian ini diharapkan dapat berguna dan memperkaya kajian ilmu manajemen yang berkaitan dengan Performance Expectancy, Effort Expectancy, Social Influence, Hedonic Motivation, Price Value, Customer Customer Satisfaction, Continuance commitment, dan Word of Mouth. Penelitian ini bersifat kausal dengan menggunakan pengolahan data yaitu SPSS 22.0. Data yang dikumpulkan melalui penyebaran kuesioner terhadap 135 responden dengan karakteristik pria dan Wanita berumur 18-60 tahun, berdomisili di Surabaya, dan memiliki aplikasi Shopee dalam kurun waktu 6 bulan terakhir. Pada penelitian ini hasil menunjukkan bahwa secara signifikan performance expectancy mempengaruhi customer satisfaction, hedonic motivation mempengaruhi customer satisfaction, effort expectancy mempengaruhi customer satisfaction, price value mempengaruhi customer satisfaction, social influence mempengaruhi customer satisfaction, customer satisfaction mempengaruhi continuance commitment, dan continuance commitment mempengaruhi word of mouth.
Item Type: Thesis (Bachelor)
Creators:
Creators
NIM
Email
ORCID
Andrian, Daniel
02011180022
danielandrian99@gmail.con
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Dr. Amelia, S.E., RFP-I, M.M., Dr. Amelia, S.E., RFP-I, M.M.
0715128701
UNSPECIFIED
Thesis advisor
Dr. Ronald, S.T., M.M., Dr. Ronald, S.T., M.M.
0720097804
UNSPECIFIED
Uncontrolled Keywords: word of mouth; continuance commitment; customer satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Surabaya > Business School > Management
Current > Faculty/School - UPH Surabaya > Business School > Management
Depositing User: Users 5262 not found.
Date Deposited: 03 Dec 2021 07:56
Last Modified: 23 Feb 2022 02:13
URI: http://repository.uph.edu/id/eprint/43099

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