Avriyanti, Shinta (2014) Pengaruh Eservice Quality dan Erecovery Service Quality terhadap Perceived Value, Ecustomer Satisfaction dan Ecustomer Loyalty (Studi pada Pelanggan Online Shopping di Website Virtual Store Malang www. Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengalisis pengaruh eService quality , eRecovery service quality , perceived value, ecustomer satisfaction dan ecustomer loyalty di website virtual store Malang www.laptopbekasmalang.com. Secara spesifik tujuan dari penelitian ini untuk (1) menguji pengaruh eService quality terhadap eCustomer satisfaction , (2) menguji pengaruh eRecovery Service Quality terhadap perceived value , (3) menguji pengaruh perceived value terhadap eCustomer satisfaction , (4) menguji pengaruh perceived value terhadap eCustomer loyalty , dan (5) menguji pengaruh eCustomer satisfaction terhadap eCustomer loyalty . Penelitian ini termasuk penelitian eksplanatory research . Metode pengambilan sampel dengan metode probability sampling . Teknik sampel yang digunakan adalah teknik sample random sampling (pengambilan sampel acak sederhana) yaitu dengan cara undian. Terdapat 42 responden dalam penelitian ini. Metode analisis data menggunakan Generalized Structured Component Analysis (GSCA) Hasil penelitian ini menunjukkan bahwa (1) eService quality berpengaruh signifikan terhadap eCustomer satisfaction . (2) eRecovery Service Quality berpengaruh signifikan terhadap perceived value . (3) perceived value berpengaruh signifikan terhadap eCustomer satisfaction . (4) perceived value berpengaruh signifikan terhadap eCustomer loyalty . (5) eCustomer satisfaction berpengaruh signifikan terhadap eCustomer loyalty .
English Abstract
research is intended to analyze effect of eService quality, eRecovery service quality, perceived value, customer satisfaction, and ecustomer loyalty in a virtual store website of Malang: www.laptopbekasmalang.com . Specifically, research purpose are: (1) tested eService quality influence to eCustomer satisfaction; (2) testing influence of eRecovery Service Quality to perceived value, (3) tested influence of perceived value to eCustomer satisfaction, (4) tested influence of perceived value to eCustomer loyalty, and (5) tested influence of eCustomer satisfaction to eCustomer loyalty. research can be included into explanatory research. Sample technique method using probability sampling (simple random sampling) which is by drawing. re are 42 respondents in this research. Data analysis method using Generalized Structure Component Analysis (GSCA). This research shows that (1) eService quality have significant influence to eCustomer satisfaction. (2) eRecovery Service Quality has significant influence to perceived value. (3) perceived value has significant influence to eCustomer satisfaction. (4) perceived value has significant influence to eCustomer loyalty. (5) eCustomer satisfaction has significant influence to eCustomer Loyalty.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/658.834 3/AVR/p/041406665 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing |
| Divisions: | S2/S3 > Magister Administrasi Bisnis, Fakultas Ilmu Administrasi |
| Depositing User: | Endro Setyobudi |
| Date Deposited: | 01 Oct 2014 11:18 |
| Last Modified: | 01 Oct 2014 11:18 |
| URI: | http://repository.ub.ac.id/id/eprint/159986 |
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