RISNAWATI, RISNAWATI (2020) PENGARUH KUALITAS LAYANAN ELEKTRONIK DAN KEPUASAN PELANGGAN TERHADAP INTENSI PEMBELIAN ULANG PADA PENGGUNA TOKOPEDIA DI JAKARTA. S1 thesis, Universitas Negeri Jakarta.
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Abstract
RISNAWATI, The Effect of Electronic Service Quality and Customer Satisfaction on Repurchase Intentions on Tokopedia Users in Jakarta.The purpose of this study was to determine the effect of Electronic Service Quality and Customer Satisfaction on Repurchase Intentions on Tokopedia Users in Jakarta. This research was conducted in Jakarta for seven months from January to July 2020. This study used a quantitative approach with a survey method using an online questionnaire to be distributed to 200 Tokopedia users in Jakarta as a research sample using the Purposive Sampling method. Data analysis techniques using path analysis with the results of the structural equation obtained, namely Z = 0.438 Y + 0.193 X + ε2. The normality test with the Kolmogorov-Smimov test uses a residual value with a significant value of 0.085> 0.05, so it can be concluded that the data is normally distributed. Linearity test of X to Y,Y to Z, and X to Z produces a significance value in Linearity, which is 0,000 <0.05, so it can be concluded that it has a linear relationship. The results obtained from this study are: (1) There is a positive and significant influence of Electronic Service Quality on customer satisfaction. (2) There is a positive and significant influence of Customer Satisfaction on the Repurchase Intention, (3) There is a positive and significant influence on the Quality of Electronic Services on the Repurchase Intention. (4) There is a positive and significant influence of the Quality of Electronic Services on the intention to Repurchase through Customer Satisfaction. Keywords: Electronic Service Quality, Customer Satisfaction, Repurchase Intention
| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | Pembimbing I : Dr. Corry Yohana, MM Pembimbing II: Terrylina Arvinta Monoarfa, SE., MM |
| Subjects: | Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Layanan Kantor (Office Services) |
| Divisions: | Fakultas Ekonomi > S1 Pendidikan Bisnis |
| Depositing User: | Budi Siswanto |
| Date Deposited: | 12 Oct 2020 01:34 |
| Last Modified: | 12 Oct 2020 01:34 |
| URI: | http://repository.fe.unj.ac.id/id/eprint/9428 |
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