Pengaruh Kualitas Layanan, Kualitas Situs Web dan Reputasi Terhadap Niat Beli Ulang Dengan Kepercayaan Sebagai Variabel Mediasi (Studi Empiris Dalam Niat Beli Ulang Pada E-commerce Shopee)

Hayudana, Rafi and , Soepatini S.E., M.Si., Ph.D (2022) Pengaruh Kualitas Layanan, Kualitas Situs Web dan Reputasi Terhadap Niat Beli Ulang Dengan Kepercayaan Sebagai Variabel Mediasi (Studi Empiris Dalam Niat Beli Ulang Pada E-commerce Shopee). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The progress of electronic commerce that is so fast provides the convenience of shopping for consumers. Efforts are made to cultivate repurchase intentions through quality of service, website quality and reputation that will build trust. This study aims to analyze the effect of service quality, website quality and reputation on repurchase intentions with trust as a mediating variable in Shopee e-commerce. The survey was conducted on 110 e-commerce users in the Surakarta Residency area. Data analysis was carried out by SEM analysis using the evaluation of the PLS model through the SmartPLS program. The results of this study indicate that service quality has a significant positive effect on trust, website quality has a significant positive effect on trust, and reputation has a significant positive effect on trust. In addition, this study also shows that service quality has a direct effect on repurchase intentions without trust mediation, reputation also has a direct effect on repurchase intentions without trust mediation. Meanwhile the quality of the website does not directly affect the intention to repurchase and in fact the quality of the website has an effect on the intention to repurchase if it is through trust mediation. Regarding the direct effect of trust on repurchase intentions, this study also shows positive and significant results. Perhaps there is still little research on the effect of trust on repurchase intentions in the factors driving online shopping attitudes, this research is expected to contribute to related fields and provide benefits for companies in an effort to increase repurchase intentions through factors driving online shopping attitudes with indications of trust obtained from quality. service, website quality and reputation.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	service quality, website quality, reputation, trust, repurchase intention
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	RAFI HAYUDANA
Date Deposited:	18 Apr 2022 03:40
Last Modified:	18 Apr 2022 03:40
URI:	http://eprints.ums.ac.id/id/eprint/99315

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