Nurfaiz, Fahrisa and Agung Nugroho Luthfi Imam F ., SAB, M.Bus.Sys.Pro., Ph.D. (2023) Pengaruh E-Service Quality terhadap Kepuasan Pelanggan pada E-Commerce Sociolla (Survei pada Pengguna Aplikasi SOCO by Sociolla). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh Website Design, Customer Service, Security/Privacy, dan Fulfillment terhadap keseluruhan E-Service Quality serta pengaruh keseluruhan E-Service Quality terhadap Kepuasan Pelanggan. Jenis penelitian ini termasuk explanatory research yang digunakan untuk menguji suatu teori atau hipotesis untuk memperkuat atau menolak teori atau hipotesis hasil penelitian yang sudah ada. Penelitian ini menggunakan sampel sejumlah 173 responden yang merupakan pengguna aplikasi SOCO by Sociolla di Indonesia yang diambil menggunakan teknik non probability sampling dengan metode purposive sampling. Uji instrumen penelitian meliputi uji outer model melalui pendekatan the embedded two stage approach dan uji inner model. Analisis pada penelitian ini menggunakan alat uji PLS dengan software SmartPLS 4.0. Hasil analisis yang didapat dalam penelitian menunjukkan bahwa Website Design memiliki pengaruh positif dan signifikan terhadap keseluruhan E-Service Quality, Customer Service tidak memiliki pengaruh terhadap keseluruhan E-Service Quality, Privacy/Security memiliki pengaruh positif dan signifikan terhadap keseluruhan E-Service Quality, Fulfillment memiliki pengaruh positif dan signifikan terhadap keseluruhan E-Service Quality, dan keseluruhan E-Service Quality memiliki pengaruh positif dan signifikan terhadap Kepuasan Pelanggan.
English Abstract
This study aims to determine the effect of Website Design, Customer Service, Security/Privacy, and Fulfillment on overall E-Service Quality and the overall effect of E-Service Quality on Customer Satisfaction. This type of research includes explanatory research which is used to test a theory or hypothesis to strengthen or reject the theory or hypothesis of existing research results. This study used a sample of 173 respondents who were users of the SOCO by Sociolla application in Indonesia who were taken using non-probability sampling techniques with purposive sampling methods. Research instrument test includes the outer model test through the embedded two stage approach and the inner model test. Analysis in this study used the PLS test tool with SmartPLS 4.0 software. Results of the analysis obtained in the study indicate that Website Design has a positive and significant effect on overall E-Service Quality, Customer Service has no effect on overall E-Service Quality, Privacy / Security has a positive and significant effect on overall E-Service Quality, Fulfillment has a positive and significant effect on overall E-Service Quality, and overall E-Service Quality has a positive and significant effect on Customer Satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 0523030562 |
| Uncontrolled Keywords: | E-Service Quality, Kepuasan Pelanggan, E-Commerce. |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Endang Susworini |
| Date Deposited: | 12 Jan 2024 03:35 |
| Last Modified: | 12 Jan 2024 03:35 |
| URI: | http://repository.ub.ac.id/id/eprint/208660 |
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Text (DALAM MASA EMBARGO)
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