Tanlim, Vania (2023) PENGARUH E-SERVICE QUALITY & E-COMMERCE INNOVATION, UTILITARIAN & HEDONIC VALUE TERHADAP CUSTOMERS LOYALTY TOKOPEDIA DENGAN SATISFACTION SEBAGAI MEDIASI. Skripsi thesis, Universitas Tarumanagara.
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Abstract
ABSTRACT TARUMANAGARA UNIVERSITY FACULTY OF ECONOMY AND BUSINESS JAKARTA (A) VANIA TANLIM (115200087) (B) THE INFLUENCE OF E-SERVICE QUALITY & E-COMMERCE INNOVATION, UTILITARIAN & HEDONIC VALUE ON CUSTOMER LOYALTY AT TOKOPEDIA WITH SATISFACTION AS MEDIATION (C) xiv + 152 pages, 53 tables, 4 pictures, 13 attachments (D) MARKETING MANAGEMENT (E) Abstrak: This study aims to empirically examine the impact of e-service quality, e- commerce innovation, utilitarian value, and hedonic value on customer loyalty with customer satisfaction as a mediating variable at Tokopedia. The research population consists of Tokopedia users in Jakarta. The sample for this study includes 252 participants selected through screening questions and collected online via Google Form using judgmental sampling. The data is processed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate a positive and significant influence of e-service quality, e-commerce innovation, utilitarian value, and hedonic value on customer loyalty, both directly and indirectly through the mediation of customer satisfaction. Keywords: e-service quality, e-innovation, utilitarian value, hedonic value, customers satisfaction, customers loyalty. (F) Reference list: 67 (1983-2023) (G) Tommy Setiawan Ruslim, S.E., M.M. ABSTRAK UNIVERSITAS TARUMANAGARA FAKULTAS EKONOMI DAN BISNIS JAKARTA (A) VANIA TANLIM (115200087) (B) PENGARUH E-SERVICE QUALITY & E-COMMERCE INNOVATION, UTILITARIAN & HEDONIC VALUE TERHADAP CUSTOMERS LOYALTY TOKOPEDIA DENGAN SATISFACTION SEBAGAI MEDIASI (C) xiv + 152 halaman, 53 tabel, 4 gambar, 13 lampiran (D) MANAJEMEN PEMASARAN (E) Abstrak: Penelitian ini bertujuan untuk meneliti secara empiris pengaruh e-service quality, e-commerce innovation, utilitarian value, dan hedonic value terhadap customers loyalty dengan customers satisfaction sebagai variabel mediasi pada Tokopedia. Populasi penelitian ini merupakan pengguna Tokopedia di Jakarta. Sampel pada penelitian ini sberjumlah 252 sampel setelah melalui screening question dan dikumpulkan secara online melalui Google Form dengan metode judgemental sampling. Data tersebut diolah menggunakan PLS-SEM. Hasil penelitian menunjukkan adanya pengaruh positif dan signifikan variabel e-service quality, e-commerce innovation, utilitarian value, dan hedonic value terhadap customers loyalty baik secara langsung maupun tidak langsung dengan customers satisfaction dalam memediasi pengaruh tersebut. Kata kunci: e-service quality, e-innovation, utilitarian value, hedonic value, customers satisfaction, customers loyalty. (F) Daftar Pustaka: 67 (1983-2023) (G) Tommy Setiawan Ruslim, S.E., M.M.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 10 Sep 2024 01:46 |
| Last Modified: | 10 Sep 2024 01:46 |
| URI: | http://repository.untar.ac.id/id/eprint/44368 |
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