Analisis Pengaruh Kualitas Website Dan Kualitas Pelayanan Terhadap Kepercayaan Pelanggan Untuk Membentuk Loyalitas Pelanggan Bukalapak (Studi Kasus Mahasiswa Universitas Muhammadiyah Surakarta)

Putra, Aringga Jaya and , Ir. Irnawati, S.E., M.Si. (2022) Analisis Pengaruh Kualitas Website Dan Kualitas Pelayanan Terhadap Kepercayaan Pelanggan Untuk Membentuk Loyalitas Pelanggan Bukalapak (Studi Kasus Mahasiswa Universitas Muhammadiyah Surakarta). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The purposes of this study are: to analyze the influence of website quality, service quality on customer trust, analyze the influence of website quality, service quality on Bukalapak customer loyalty, and analyze the influence of website quality, and service quality mediated by Bukalapak customer trust. The population in this study were all students of Muhammadiyah University of Surakarta who had made a purchase transaction at Buakalapak whose number was categorized as infinite. The sample used was 100 respondents using the Lemeshow formula. Data collection techniques using a questionnaire via google form. Data analysis was carried out using the Partial Least Square (PLS) method. Statistical test results show that website quality and service quality have a significant influence on customer trust. Website quality and service quality have a significant influence on customer loyalty. Testing the direct effect, shows that website quality and service quality have a positive and significant influence on customer trust. Website quality and service quality have a positive and significant effect on customer loyalty. Customer trust mediates the influence of website quality and service quality on Bukalapak's customer loyalty.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	website quality, service quality, customer trust, customer loyalty
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	ARINGGA JAYA PUTRA
Date Deposited:	21 Feb 2022 04:53
Last Modified:	21 Feb 2022 04:53
URI:	http://eprints.ums.ac.id/id/eprint/98228

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