Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Keputusan Pembelian Ulang Produk E-Commerce Dengan Kepuasan Sebagai Variabel Intervening (Studi kasus pada E-Commerce Shopee)

Fajar Perkasa, Rioda and , Kussudyarsana, S.E., M.Si., Ph.D. (2021) Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Keputusan Pembelian Ulang Produk E-Commerce Dengan Kepuasan Sebagai Variabel Intervening (Studi kasus pada E-Commerce Shopee). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

E-commerce has now become a new style of doing business, apart from time efficiency, e-commerce also provides more diverse shopping options than direct shopping, because e-commerce unites all types of products and merchants into one platform, but cannot It is undeniable that many customers are dissatisfied with products purchased through e-commerce because customers cannot see the goods directly or the services provided are not good, one of which is slow service, so this study aims to analyze the effect of service quality and trust on purchasing decisions. repeat e-commerce products with satisfaction as an intervening variable. The population and sample of this research are consumers who have made purchases in e-commerce in this study as many as 176 respondents. The type of data used in this study is primary data. Methods of collecting data using a questionnaire and processed using Partial Least Square (PLS) analysis tool with 2 SmartPLS 3.0 software. The results of this study are that service quality has a positive effect on consumer satisfaction, trust has a positive effect on satisfaction, customer satisfaction has a positive effect on repurchase decisions, service quality has a positive effect on repurchase decisions, trust has a positive effect on repurchase decisions, service quality has a positive effect on repurchase decisions mediated by consumer satisfaction, trust has a positive effect on repurchase decisions mediated by consumer satisfaction

Item Type: Karya ilmiah (Skripsi)
Uncontrolled Keywords: service quality, trust, purchasing decisions, e-commerce.
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: RIODA FAJAR PERKASA
Date Deposited: 17 Nov 2021 06:12
Last Modified: 17 Nov 2021 06:12
URI: http://eprints.ums.ac.id/id/eprint/95864

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