Pengaruh E-Service Quality Dan Persepsi Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Mediasi (Studi Empiris Pengguna Shopee)

Abdillah, Rendra and , Ir. Irmawati, S.E., M.Si. (2022) Pengaruh E-Service Quality Dan Persepsi Harga Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Mediasi (Studi Empiris Pengguna Shopee). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze and discuss the effect of e-service quality and price perception on customer loyalty through customer satisfaction as a mediating variable in the empirical study of shopee users. The population in this study were students using shopee in the city of Surakarta with a sample of respondents. Data collection techniques through the distribution of questionnaires. Data analysis in this study uses purposive sampling technique and the data testing technique used in this study includes the outer model consisting of convergent validity, discriminant validity, composite teliability, Cronbach's alpha and multicollinearity test as well as the inner model consisting of coefficient determination, goodness of fit. , test effect size (f2), and test the hypothesis. The results of this study indicate that e-service quality has a significant effect on customer satisfaction, price perception has a significant effect on customer satisfaction, customer satisfaction has a significant effect on customer loyalty, e-service quality has a significant effect on customer loyalty, price perception has a significant effect on customer loyalty, satisfaction customers play a mediating role between e-service quality on customer loyalty, customer satisfaction plays a role in mediating between price perceptions and customer loyalty

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	e-service quality, price perception, customer satisfaction, customer loyalty
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	RENDRA ABDILLAH
Date Deposited:	09 Aug 2022 02:51
Last Modified:	09 Aug 2022 02:51
URI:	http://eprints.ums.ac.id/id/eprint/102551

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