Analisi Pengaruh E-Service Quality, Trust dan Ewom Terhadap Customer Loyalty Dengan Satisfaction Sebagai Variabel Intervening ( Studi Pada Masyarakat Pengguna Tokopedia )

Yusfi Rahmawati, Amelia and , Ihwan Susila, S.E., M.Si., Ph.D. (2023) Analisi Pengaruh E-Service Quality, Trust dan Ewom Terhadap Customer Loyalty Dengan Satisfaction Sebagai Variabel Intervening ( Studi Pada Masyarakat Pengguna Tokopedia ). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

The development of digital technology is currently increasing rapidly and has a significant impact on all aspects of people's lives. People in the digital era are very mobilized and tend to like things that are instant and practical, one of which is online shopping. The rapid growth of ecommerce has caused many new e-commerce-based companies to emerge and continue to grow, causing fierce competition in the e-commerce industry. This study will analyze the effect of e-service quality, e-wom and trust on customer loyalty with satisfaction as an intervening variable for Tokopedia application users. The sample used was 200 respondents using the Tokopedia application who had made transactions, determined using a nonprobability sampling technique, namely purposive sampling.Questionnaires distributed in the form of Google Form. The results of the questionnaire were analyzed using Partial Least Squares with the SmartPLS 3.0 Software application. The research results show that: (i). eservice quality has a direct effect on customer satisfaction (ii). e-service quality has a direct effect on customer loyalty (iii). trust has a direct effect on satisfaction (iv). e-wom has no direct effect on satisfaction (v). e-wom has no direct effect on customer loyalty (vi). Satisfaction has a direct effect on customer loyalty.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	E-Service Quality, Trust, e-wom, Satisfaction, Customer Loyalty
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	AMELIA YUSFI RAHMAWATI
Date Deposited:	17 Feb 2023 01:50
Last Modified:	17 Feb 2023 01:50
URI:	http://eprints.ums.ac.id/id/eprint/109650

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