VALERIA, DEVI (2021) PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY PENGGUNA E-COMMERCE DI JAKARTA, E-SATISFACTION SEBAGAI VARIABEL MEDIASI. Skripsi thesis, Universitas Tarumanagara.
Full text not available from this repository.Abstract
The purpose of this study was to determine the effect of e-service quality on e-loyalty of e-commerce users in Jakarta and to determine the effect of e-satisfaction as a mediation of e-service quality on e-loyalty of e-commerce users in Jakarta. Tool to collect data using a questionnaire via google form. The number of sample respondents taken for the study were 110 respondents who were e-commerce consumers in Jakarta. This study uses the SmartPLS 3 program to process data. This research method uses validity test, reliability test, coefficient of determination, path coefficients test, effect size test, mediation analysis, and hypothesis testing. The results of this study indicate that e-service quality has a positive influence on e-loyalty of e-commerce users in Jakarta and e-satisfaction has a positive influence in mediating the relationship between e-service quality and e-loyalty of e-commerce users in Jakarta partially. Keywords: E-Service Quality, E-Satisfaction, E-Loyalty, E-Commerce. Tujuan penelitian ini adalah untuk mengetahui pengaruh e-service quality terhadap e-loyalty pengguna e-commerce di Jakarta dan untuk mengetahui pengaruh e-satisfaction sebagai mediasi e-service quality terhadap e-loyalty pengguna e-commerce di Jakarta. Alat untuk mengumpulkan data menggunakan kuesioner melalui google form. Jumlah sampel responden yang diambil untuk penelitian adalah 110 responden yang merupakan konsumen e-commerce di Jakarta. Penelitian ini menggunakan program SmartPLS 3 untuk mengolah data. Metode penelitian ini menggunakan uji validitas, uji reliabilitas, koefisien determinasi, uji path coefficients, uji effect size, analisis mediasi, dan pengujian hipotesis. Hasil penelitian ini menunjukkan bahwa e-service quality memiliki pengaruh positif terhadap e-loyalty pengguna e-commerce di Jakarta dan e-satisfaction memiliki pengaruh positif dalam memediasi hubungan antara e-service quality terhadap e-loyalty pengguna e-commerce di Jakarta secara parsial. Kata kunci: Kualitas Layanan Elektronik, Kepuasan Elektronik, Loyalitas Elektronik, E-Commerce.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 14 Jun 2022 02:23 |
| Last Modified: | 14 Apr 2023 01:20 |
| URI: | http://repository.untar.ac.id/id/eprint/36041 |
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