ANALISIS PENGARUH KEPERCAYAAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DENGAN CUSTOMER VALUE SEBAGAI VARIABEL INTERVENING (Studi kasus: Lazada Indonesia)

EVI, EVI (2019) ANALISIS PENGARUH KEPERCAYAAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DENGAN CUSTOMER VALUE SEBAGAI VARIABEL INTERVENING (Studi kasus: Lazada Indonesia). S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The internet has experienced a significant growth of internet users. The development of internet users is believed to be the shifting of people's habits that will create a market potential. The potential of e-commerce in Indonesia is very large, seeing the ease of access to the internet and the large number of Indonesians who have begun to realize and get to know the process of buying and selling online. The purpose of this research is to analyze the influence of consumer trust on customer satisfaction. analyze the influence of consumer trust on customer value, analyze the influence of service quality on customer satisfaction, analyze the effect of service quality on customer value, and analyze the effect of customer value on customer satisfaction. Sampling of 200 respondents used nonprobability sampling technique with purposive sampling. The population in this study is Lazada Indonesia customers who have been registered as members of Lazada Indonesia and have already transacted at Lazada Indonesia. The results of this study are that trust has a significant effect on Customer Value, increased trust will be able to increase Customer Value, Service Quality has a significant effect on Customer Value, Trust has a significant effect on Customer Satisfaction, Service Quality has a significant effect on Customer Satisfaction, and Customer Value has no significant effect on Satisfaction Customer. Keywords: Consumer Trust, Customer Value, Customer Satisfaction, Service Quality, Lazada Indonesia Internet mengalami pertumbuhan pengguna internet cukup signifikan, Perkembangan pengguna internet ini dipercaya sebagai beralihnya kebiasaan masyarakat yang akan menciptakan suatu potensi pasar. Potensi e-commerce di Indonesia sangatlah besar, melihat mudahnya akses internet dan banyaknya penduduk indonesia yang sudah mulai menyadari dan mengenal proses jual beli secara online. Tujuan Penelitian ini adalah untuk menganalisa pengaruh kepercayaan konsumen terhadap kepuasan pelanggan. menganalisa pengaruh kepercayaan konsumen terhadap customer value, menganalisa pengaruh kualitas pelayanan terhadap kepuasan pelanggan, menganalisa pengaruh kualitas pelayanan terhadap customer value, dan menganalisa pengaruh customer value terhadap kepuasan pelanggan. Pengambilan sampel sejumlah 200 responden menggunakan teknik nonprobability sampling dengan jenis purpossive sampling. Populasi dalam penelitian ini yaitu customer Lazada Indonesia yang sudah terdaftar menjadi anggota Lazada Indonesia dan sudah pernah bertransaksi di Lazada Indonesia. Hasil penelitian ini adalah kepercayaan berpengaruh signifikan terhadap Customer Value, peningkatan kepercayaan akan mampu meningkatkan Customer Value, Kualitas Pelayanan berpengaruh signifikan terhadap Customer Value, Kepercayaan berpengaruh signifikan terhadap Kepuasan Pelanggan, Kualitas Pelayanan berpengaruh signifikan terhadap Kepuasan Pelanggan, dan Customer Value tidak berpengaruh signifikan terhadap Kepuasan Pelanggan. Kata Kunci: Kepercayaan Konsumen, Customer Value, Kepuasan Pelanggan, Kualitas Pelayanan, Lazada Indonesia

Item Type: Thesis (S2)
Call Number: TM/51/19/020
NIM: 55114120130
Uncontrolled Keywords: Kepercayaan Konsumen, Customer Value, Kepuasan Pelanggan, Kualitas Pelayanan, Lazada Indonesia
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 10 Sep 2019 01:03
Last Modified: 10 Sep 2019 01:03
URI: http://repository.mercubuana.ac.id/id/eprint/50624

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