Pengaruh perceived ease of use, e-satisfaction, dan e-wom terhadap repurchase intention yang dimediasi oleh e-trust pada platform e-commerce Tokopedia

Giovanni, Angel Mardenia (2024) Pengaruh perceived ease of use, e-satisfaction, dan e-wom terhadap repurchase intention yang dimediasi oleh e-trust pada platform e-commerce Tokopedia. Masters thesis, Universitas Pelita Harapan.

[thumbnail of Title]
Preview
Text (Title)
cover.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (238kB) | Preview
[thumbnail of Abstract]
Preview
Text (Abstract)
Abstract.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (194kB) | Preview
[thumbnail of ToC]
Preview
Text (ToC)
ToC.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (185kB) | Preview
[thumbnail of Chapter1]
Preview
Text (Chapter1)
Chapter1.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (316kB) | Preview
[thumbnail of Chapter2] Text (Chapter2)
Chapter2.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (298kB)
[thumbnail of Chapter3] Text (Chapter3)
Chapter3.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (330kB)
[thumbnail of Chapter4] Text (Chapter4)
Chapter4.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (432kB)
[thumbnail of Chapter5] Text (Chapter5)
Chapter5.pdf
Restricted to Registered users only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (149kB)
[thumbnail of Bibliography]
Preview
Text (Bibliography)
Bibliography.pdf
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (164kB) | Preview
[thumbnail of Appendices] Text (Appendices)
AppendicesNew.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial Share Alike.

Download (1MB)

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Perceived Ease of Use, E- Satisfaction, dan E-WoM terhadap Repurchase Intention dengan E-Trust sebagai variabel mediasi dalam konteks e-commerce Tokopedia. Penelitian ini menggunakan pendekatan kuantitatif dengan metode Partial Least Square- Structural Equation Modeling (PLS-SEM) dan melibatkan 201 responden yang merupakan pengguna aktif Tokopedia di wilayah Jabodetabek. Hasil penelitian menunjukkan bahwa Perceived Ease of Use memiliki dampak positif yang signifikan terhadap E-Trust, di mana kemudahan dalam menggunakan platform meningkatkan kepercayaan konsumen. E-Satisfaction juga ditemukan sebagai faktor penting yang memengaruhi kepercayaan, dengan pengalaman belanja yang memuaskan mendorong loyalitas pengguna. Selain itu, E-WoM, melalui ulasan positif dari pengguna lain, berkontribusi pada pembentukan E-Trust yang kuat. Temuan ini juga menunjukkan bahwa E-Trust secara signifikan memediasi hubungan antara ketiga variabel tersebut dan Repurchase Intention, yang memperkuat niat pelanggan untuk melakukan pembelian ulang. Penelitian ini memberikan kontribusi praktis bagi Tokopedia dalam meningkatkan kepuasan pelanggan, kepercayaan, dan pengalaman pengguna untuk mempertahankan loyalitas konsumen. / This study aims to examine the effects of Perceived Ease of Use, E-Satisfaction, and E-WoM on Repurchase Intention, with E-Trust as a mediating variable within the context of Tokopedia e-commerce. Using a quantitative approach and Partial Least Square-Structural Equation Modeling (PLS-SEM), data were collected from 201 active Tokopedia users in Jabodetabek. The findings reveal that Perceived Ease of Use significantly impacts E-Trust, as platform usability enhances consumer confidence. E-Satisfaction is another critical factor influencing trust, where satisfying shopping experiences drive user loyalty. Additionally, E-WoM, through positive reviews, significantly contributes to building strong E-Trust. The study further highlights that E-Trust mediates the relationships between these variables and Repurchase Intention, enhancing the likelihood of repeat purchases. This research provides practical insights for Tokopedia to improve customer satisfaction, trust, and user experience, ensuring sustained consumer loyalty.
Item Type: Thesis (Masters)
Creators:
Creators
NIM
Email
ORCID
Giovanni, Angel Mardenia
NIM01619230042
angelmardee31@gmail.com
UNSPECIFIED
Contributors:
Contribution
Contributors
NIDN/NIDK
Email
Thesis advisor
Bernarto, Innocentius
NIDN0320016501
innocentius.bernarto@uph.edu
Uncontrolled Keywords: Perceived ease of use ; e-satisfaction ; e-wom ; e-trust ; repurchase intention ; Tokopedia ; e-commerce
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Current > Faculty/School - UPH Karawaci > Business School > Master of Management
Depositing User: Angel Mardenia Giovanni
Date Deposited: 23 Jan 2025 01:05
Last Modified: 23 Jan 2025 01:05
URI: http://repository.uph.edu/id/eprint/66402

Actions (login required)

View Item
View Item