PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY YANG DIMEDIASI OLEH E-SATISFACTION (Studi pada Pengguna Aplikasi Shopee di Jakarta Selatan)

Magistra, Teuku Fadhil (2024) PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY YANG DIMEDIASI OLEH E-SATISFACTION (Studi pada Pengguna Aplikasi Shopee di Jakarta Selatan). Tesis (S2) - thesis, Universitas Bakrie.

	Text (Cover) Cover.pdf - Accepted Version Download (937kB)
	Text (BAB 1-4) Tesis BAB 1-4.pdf - Accepted Version Restricted to Registered users only Download (1MB) | Request a copy
	Text (BAB 5) Tesis BAB 5.pdf - Accepted Version Restricted to Registered users only Download (1MB) | Request a copy
	Text (BAB 6) Tesis BAB 6.pdf - Accepted Version Restricted to Registered users only Download (398kB) | Request a copy
	Text (Daftar Pustaka) Daftar Pustaka.pdf - Accepted Version Download (386kB)
	Text (Lampiran) Lampiran.pdf - Accepted Version Restricted to Registered users only Download (1MB) | Request a copy

Abstract

This study aims to examine the effect of E-Service Quality and E-Trust on E-Loyalty among Shopee app users in South Jakarta, with E-Satisfaction as a mediating variable. The sample was obtained using probability sampling and consists of 104 respondents.Using a quantitative approach and the combination of SEM-PLS & Regression analysis, this study reveals interesting findings. The results show that both E-Service Quality and E-Trust have a significant and positive effect on E-Satisfaction among Shopee users. Furthermore, this study also proves that E-Satisfaction is a key factor in increasing E-Loyalty. E-Service Quality has been proven to directly and indirectly (through E-Satisfaction) influence E-Loyalty. However, the results also show that E-Satisfaction does not mediate the effect of E-Trust on E-Loyalty in Shopee e-Commerce. This finding indicates that trust is an important factor in building relationships with customers, and its influence on loyalty becomes stronger when the increase in E-Trust is accompanied by an increase in E-Service Quality. Overall, this study makes a significant contribution to understanding the dynamics of the relationship between service quality, trust, satisfaction, and customer loyalty in the context of e-Commerce. The findings can be a reference for e-Commerce companies, especially Shopee, in formulating more effective strategies to increase customer loyalty. By focusing on improving service quality and building customer trust, companies can create a more satisfying shopping experience, which will ultimately increase customer loyalty. Keywords: E-Service Quality, E-Trust, E-Satisfaction, E-Loyalty, SEM-PLS, Shopee

Item Type:	Thesis (Tesis (S2) - )
Uncontrolled Keywords:	E-Service Quality, E-Trust, E-Satisfaction, E-Loyalty, SEM-PLS, Shopee
Subjects:	Customer Satisfaction Service Quality Thesis > Thesis (S2) Marketing > eCommerce
Divisions:	Fakultas Ekonomi dan Ilmu Sosial > Program Studi Magister Management
Depositing User:	Teuku Fadhil Magistra
Date Deposited:	02 Sep 2024 04:41
Last Modified:	02 Sep 2024 04:41
URI:	https://repository.bakrie.ac.id/id/eprint/10255

Actions (login required)

View Item