MODEL KEPERCAYAAN PADA E-COMMERCE : ANALISA KEPUASAN KONSUMEN DAN KUALITAS PELAYANAN ELEKTRONIK TERHADAP MINAT PEMBELIAN ULANG DI LAZADA

FIRMANSYAH, NANANG (2019) MODEL KEPERCAYAAN PADA E-COMMERCE : ANALISA KEPUASAN KONSUMEN DAN KUALITAS PELAYANAN ELEKTRONIK TERHADAP MINAT PEMBELIAN ULANG DI LAZADA. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to examine and analyze the effect of satisfaction and e-service quality on consumer trust towards repurchase intention in e-commerce industry. Research data is primary data derived from online questionnaires sent to consumers which at least had done transaction in Lazada E-commerce. Sampling numbers in this research are 180 respondents and the analysis method used is SEM (Structural Equation Modelling) with AMOS 24 Software. The result of this research showed Trust is able to mediate satisfaction and e-service quality with repurchase intention in e-commerce industry. Repurchase intentions is key value of e-commerce success. The study provide evidence that trust can is built through customer satisfaction and e-service quality. Keywords - Satisfaction, e-service quality, trust, e-commerce, repurchase intention Penelitian ini bertujuan menguji dan menganalisis pengaruh dari kepuasan konsumen dan kualitas pelayanan elektronik terhadap kepercayaan konsumen dan minat pembelian ulang pada industri e-commerce. Data penelitian merupakan data primer yang didapat dari pengolahan data kuesioner yang diisi oleh konsumen yang pernah bertransaksi di Lazada paling tidak satu kali. Jumlah sampel yang digunakan sebanyak 180 responden dan teknik analisis yang digunakan dalam penelitian ini adalah dengan menggunakan SEM dengan olah data menggunakan software AMOS 24. Hasil dari penelitian ini menunjukan bahwa kepuasan konsumen dan kualitas pelayanan elektronik berpengaruh positif dan signifikan terhadap kepercayaan konsumen dan juga terhadap minat pembelian ulang konsumen. Selain itu kepercayaan konsumen juga berpengaruh positif dan signifikan terhadap minat pembelian ulang di situs e-commerce Lazada. Kata Kunci - Kepuasan, Kualitas Pelayanan Elektronik, Kepercayaan, e-commerce, Minat Beli Ulang

Item Type: Thesis (S2)
Call Number CD: CD/551. 19 271
NIM/NIDN Creators: 55117110214
Uncontrolled Keywords: Kepuasan, Kualitas Pelayanan Elektronik, Kepercayaan, e-commerce, Minat Beli Ulang
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika > 004.6 Interfacing and Communications/Tampilan Antar Muka (Interface) dan Jaringan Komunikasi Komputer > 004.61 Interfacing and Communications for Specific Types of Electronic Computers/Antarmuka dan Komunikasi untuk Jenis Komputer Elektronik Tertentu
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 025 Operations, Archives, Information Centers/Operasional Perpustakaan, Arsip dan Pusat Informasi, Pelayanan dan Pengelolaan Perpustakaan
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
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: 14 Dec 2021 03:14
Last Modified: 21 Mar 2023 03:18
URI: http://repository.mercubuana.ac.id/id/eprint/52047

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