Pengaruh Channel Service Configuration dan Channel Integration Terhadap Kepuasan dan Repurchase Intention Melalui Perceived Benefits (Survey Pada Konsumen Sociolla di Kota Malang)

Caroline, Natasya and Anni Rahimah,, Dr. S.AB., M.AB., Ph.D. (2023) Pengaruh Channel Service Configuration dan Channel Integration Terhadap Kepuasan dan Repurchase Intention Melalui Perceived Benefits (Survey Pada Konsumen Sociolla di Kota Malang). Sarjana thesis, Universitas Brawijaya.

Abstract

Penelitian ini bertujuan untuk menganalisis dan menjelaskan masing�masing pengaruh Channel Service Configuration dan Channel Integration terhadap Perceived Benefits, pengaruh Channel Service Configuration terhadap Kepuasan, pengaruh Channel Integration terhadap Repurchase Intention. Serta pengaruh Perceived benefits terhadap Kepuasan dan Repurchase Intention. Persaingan bisnis e-commerce di Indonesia menjadikan suatu bisnis untuk semakin adaptif akan strategi agar bisa bertahan dan tetap kompetitif di mata pesaing. Salah satu strategi yang digunakan oleh e-commerce Sociolla yaitu dengan menerapkan strategi omnichannel retailing yang mengacu pada layanan yang terintegrasi. Teknik pengambilan sampel yang digunakan yaitu purposive sampling. Penelitian ini akan menggunakan sampel penelitian berjumlah 116 responden dengan kriteria populasi yaitu konsumen produk Sociolla yang berdomisili di Malang, responden berusia minimal 17 tahun, dan konsumen yang pernah melakukan transaksi di online dan offline store Sociolla. Analisis yang digunakan pada penelitian ini yaitu analisis deskriptif dan analisis jalur (path analysis), dan diolah menggunakan analisis statistik Partial Least Square (PLS). Pada penelitian ini akan menunjukkan tiap variabel bahwa: (1) Channel Service Configuration (X1) berpengaruh positif dan signifikan terhadap Perceived Benefits (Y), (2) Channel Integration (X2) mempunyai pengaruh positif dan signifikan terhadap Perceived Benefits (Y). (3) Channel Service Configuration (X1) berpengaruh positif dan signifikan terhadap Kepuasan (Z1). (4) Channel Integration (X2) mempunyai pengaruh positif dan signifikan terhadap Repurchase Intention (Z2). (5) Perceived Benefits (Y) mempunyai pengaruh positif dan signifikan terhadap Kepuasan (Z1). (6) Perceived Benefits (Y) mempunyai pengaruh positif dan signifikan terhadap Repurchase Intention (Z2), (7) Kepuasan (Z1) mempunyai positif dan signifikan terhadap Repurchase Intention (Z2).

English Abstract

This study aims to analyze and explain each effect of Channel Service Configuration and Channel Integration on Perceived Benefits, the effect of Channel Service Configuration on Satisfaction, and the effect of Channel Integration on Repurchase Intention. As well as the influence of Perceived benefits on Satisfaction and Repurchase Intention. Competition in the e-commerce business in Indonesia makes a business more adaptive to strategies and remains competitive with all competitors. One of the strategies used by Sociolla e-commerce is by implementing an omnichannel retailing strategy that refers to integrated services. The sampling technique used is purposive sampling. This study will use a research sample of 116 respondents with population criteria, namely consumers of Sociolla products who are domiciled in Malang, respondents aged at least 17 years, and consumers who have made transactions at online and offline Sociolla stores. The analysis used in this research is descriptive analysis and path analysis, and processed using Partial Least Square (PLS) statistical analysis. This study will show that each variable: (1) Channel Service Configuration (X1) has a positive and significant effect on Perceived Benefits (Y), and (2) Channel Integration (X2) has a positive and significant effect on Perceived Benefits (Y). (3) Channel Service Configuration (X1) has a positive and significant effect on Satisfaction (Z1). 4) Channel Integration (X2) has a positive and significant effect on Repurchase Intention (Z2). (5) Perceived Benefits (Y) have a positive and significant influence on Satisfaction (Z1). (6) Perceived Benefits (Y) has a positive and significant influence on Repurchase Intention (Z2), and (7) Satisfaction (Z1) has a positive and significant effect on Repurchase Intention (Z2).

Item Type:	Thesis (Sarjana)
Identification Number:	0523030791
Uncontrolled Keywords:	Omnichannel Retailing, Channel Service Configuration, Channel Integration, Perceived Benefits, Kepuasan, dan Repurchase Intention
Divisions:	Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga
Depositing User:	Endang Susworini
Date Deposited:	22 Jan 2024 04:40
Last Modified:	22 Jan 2024 04:40
URI:	http://repository.ub.ac.id/id/eprint/211794

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