Pahlevi, Mochammad Audrian (2016) E-SERVICE QUALITY, CUSTOMER SATISFACTION, DAN CUSTOMER LOYALTY SEBAGAIPREDIKTOR REPURCHASING PADA MATAHARIMALL.COM. Skripsi thesis, UNIVERSITAS TARUMANAGARA.
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Mochammad Audrian Pahlevi 115120375 JA.pdf Download (385kB) |
Abstract
A report from a consultant institution that runs in tech’s field (Accunture), said that the growth of e-commerce in Indonesia is rapid. They said that the growth will be move from 1.3 USD at 2015 to 7.9 USD at 2020. The competition between retailers that have e-commerce become more fierce, the product become more variety, and consumer is spending more in online trading. To survive from this competition retailer should earn profit from many ways such as attract new customer and maintain the customer that have spend at the retailer to spend more in the future at the same e-commerce (repurchase). In this research, researcher made a research about service quality from a e-commerce, customer satisfaction, and customer loyalty as a predictor the consumer will be back again to spend their money at the same shop (repurchase), but the researcher made this research for e-commerce’s customers so the researcher can’t use the normal service quality because service from online stores have some unique characteristic that offline stores or normal stores don’t have such as internet server, connectivity’s problem, and updating new product. This research involved 159 samples. The researcher choose customers from an e-commerce, the e-commerce named MatahariMall.com.The study used multiple regression analysis showed that customer satisfaction and customer loyalty has a positive and significant impact on repurchasing but the e-service quality doesn’t
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 15 May 2023 04:52 |
| Last Modified: | 15 May 2023 04:53 |
| URI: | http://repository.untar.ac.id/id/eprint/39799 |
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