"The Influence Of E-Service Quality And Perceived Quality On Consumer Loyalty Of Online Shop Tokopedia Users In Malang City"

Wisaksana, Albar Rizaldy and Mr. Rahaditya Yunianto,, SE., MM. as (2020) "The Influence Of E-Service Quality And Perceived Quality On Consumer Loyalty Of Online Shop Tokopedia Users In Malang City". Sarjana thesis, Universitas Brawijaya.

Abstract

Tujuan dari penelitian ini yaitu untuk mengetahui pengaruh e-service quality dan perceived quality terhadap consumer loyalty pengguna online shop (penelitian terhadap tokopedia) di kota Malang. Pеnеlitian ini mеrupakan pеnеlitian pеnjеlasan dеngan pеndеkatan kuantitatif dengan menggunakan analisis jalur atau biasa disebut dengan analisis deskriptif. Data dikumpulkan melalui online survey menggunakan instrumen kuesioner dengan respon yang dapat digunakan dari 100 responden yang menggunakan online shop Tokopedia . Hasil dari penelitian ini service quality dan perceived quality pada penelitian ini memberikan hasil yang signifikan terhadap consumer loyalty. Penelitian selanjutnya diharapkan dapat mengembangkan variabel penelitian ini dengan menambahkan variabel independen yaitu Behavioral Intentions atau langsung pada indikator Word of Mouth, Site Revisit, dan Purchase Intention

English Abstract

t The purpose of this study is to determine the effect of e-service quality and perceived quality on consumer loyalty of online shop users (research on Tokopedia) in Malang. This research is a research study with quantitative analysis using path analysis or commonly referred to as descriptive analysis. Data was collected through an online survey using a questionnaire instrument with responses that can be used from 100 respondents who use Tokopedia's online shop. The results of this study service quality and perceived quality in this study provide significant results on consumer loyalty. Future studies are expected to develop this research variable by adding independent variables namely Behavioral Intentions or directly to the Word of Mouth, Site Revisit, and Purchase Intention indicators.

Other obstract

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Item Type:	Thesis (Sarjana)
Identification Number:	0520020493
Uncontrolled Keywords:	E-service quality, perceived quality, consumer loyalty, online shop, E-service quality, perceived quality, consumer loyalty
Subjects:	600 Technology (Applied sciences) > 658 General management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	Nur Cholis
Date Deposited:	04 Jan 2022 06:42
Last Modified:	19 Sep 2024 09:55
URI:	http://repository.ub.ac.id/id/eprint/187798

Text Albar Rizaldy Wisaksana.pdf Download (1MB)

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