PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN KONSUMEN TERHADAP LOYALITAS PELANGGAN E-COMMERCE PADA SITUS BUKALAPAK.COM

RAHMAWATI, SISKA (2017) PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN KONSUMEN TERHADAP LOYALITAS PELANGGAN E-COMMERCE PADA SITUS BUKALAPAK.COM. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Penelitian bertujuan untuk mengetahui seberapa besar pengaruh kualitas pelayanan, dan kepercayaan konsumen terhadap loyalitas pelanggan di situs belanja online Bukalapak.com dengan sampel sebanyak 125 responden. Penelitian ini menggunakan dua variabel bebas yaitu kualitas pelayanan dan Kepercayaan Konsumen dan satu variabel terikat yaitu loyalitas pelanggan. Hasil penelitian ini menunjukkan bahwa Kualitas Pelayanan berpengaruh signifikan terhadap Loyalitas Pelanggan dengan nilai Probabiliti signifikan sebesar 8,670 dan Kepercayaan Konsumen berpengaruh signifikan terhadap Loyalitas Pelanggan sebesar 2,062 lebih besar dari t – tabel yaitu 1,96. Dan dengan nilai R Square adalah 0,591 jadi dapat disimpulkan bahwa 59,1% variabel Loyalitas Pelanggan dapat dijelaskan oleh variabel Kualitas Pelayanan dan Kepercayaan Konsuemen sedangkan 40,9% dipengaruhi oleh faktor lain.The study aims to determine how much influence the quality of services, and Consumer Trust on customer loyalty in the online shopping site Bukalapak.com was done to 125 respondents by using Partial Least Squares (PLS). This study used two independent variablesis the quality of service and Consumer Trust and the dependent variable is customer loyalty. The results of this study indicate that significant effect on Service Quality Customer Loyalty with Probabiliti significant value amounted to 8,670 and Consumer Trust significant effect on Customer Loyalty of 2.062 is greater than t - table is 1.96. The value of R Square is 0.591 so it can be concluded that 59.1% Customer Loyalty variables can be explained by the variable Service Quality and Consumer Trust while 40,9% are influence by other factors

Item Type: Thesis (S1)
Call Number CD: FE/MJ. 17 373
NIM/NIDN Creators: 43113010305
Uncontrolled Keywords: Kualitas Pelayanan, Kepercayaan Konsumen, dan Loyalitas Pelanggan
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi
300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 380.1-380.9 Standard Subdivisions of Commerce, Communications, Transportation/Subdivisi Standar Dari Perdagangan, Komunikasi, Transportasi > 380.1 Commerce (Trade)/Perdagangan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Admin Perpus UMB
Date Deposited: 17 Mar 2017 11:11
Last Modified: 05 Feb 2024 04:19
URI: http://repository.mercubuana.ac.id/id/eprint/34208

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