Rahman, Alif Radhia and , Soepatini, S.E., M.Si., Ph.D (2024) Analysis The Effects Of E-Service Quality And E-Trust On E-Loyalty Towards Tokopedia And E-Satisfaction As A Mediating Variable. Skripsi thesis, Universitas Muhammadiyah Surakarta.
![[img]](https://eprints.ums.ac.id/style/images/fileicons/application_pdf.png) |
PDF (Naskah Publikasi)
Naskah_Alif Radhia Rahman.pdf Download (384kB) |
|
PDF (Surat Pernyataan Publikasi)
Surat-Pernyataan-Publikasi-Alif.pdf Restricted to Repository staff only Download (201kB) |
Abstract
This thesis investigates the influence of e-service quality and e-trust on e-loyalty towards Tokopedia, with e-satisfaction serving as a mediating variable. In the competitive landscape of Indonesia's e-commerce industry, particularly with the rise of live streaming and other innovative strategies, understanding these relationships is crucial for e-commerce platforms aiming to attract and retain customers. The study employs a quantitative approach, collecting data from Tokopedia users through structured questionnaires. The primary objectives are to analyze the direct effects of e-service quality and e-trust on e-satisfaction and e-loyalty, as well as to examine the mediating role of e-satisfaction in these relationships. Findings reveal that both e-service quality and e-trust significantly impact e-satisfaction, which in turn positively influences e-loyalty. Moreover, e-satisfaction partially mediates the relationship between e-service quality, e-trust, and e-loyalty. These results suggest that enhancing e-service quality and building e-trust are pivotal strategies for e-commerce platforms to foster customer satisfaction and loyalty. The implications of this research are twofold: practically, it provides insights for e-commerce managers to improve customer retention strategies; theoretically, it contributes to the existing literature by elucidating the mediating role of e-satisfaction in the context of e-commerce. Future research could explore other potential mediating variables and extend the study to different e-commerce platforms and geographical regions.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | e-Service Quality, e-Trust. e-Loyalty, e-Satisfaction. |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HD Management, Business and Labor > Management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | ALIF RADHIA RAHMAN |
| Date Deposited: | 22 Aug 2024 01:51 |
| Last Modified: | 22 Aug 2024 01:51 |
| URI: | http://eprints.ums.ac.id/id/eprint/127521 |
Actions (login required)
 |
View Item |
