PRIANTO, ADITYA TRY (2021) PENGARUH KUALITAS WEBSITE, KUALITAS PRODUK TERHADAP KEPUASAN PELANGGAN YANG BERDAMPAK PADA MINAT BELI ULANG DI OLX. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The rapid development of information technology has changed the lifestyle of it’s users with the emergence of online shopping trends via the internet, but this has not been accompanied by the growth of several E-commerce companies such as OLX.co.id. This research aims to analyze the influence of website quality, product quality and customer satisfation wich impact on repurchase intention. This research is quantitative research. The object of this research is the customer OLX.co.id in Mercu Buana University. Total respondent count is 185 respondents. The sampling method is done by purposive sampling. The method of data collection uses the survey method, with the research instrument is a questionnaire. Data analysis method using Partial Least Square (PLS). The results of this research proves that website quality has a positive and significant effect on customer satisfaction, quality of product has a positive and significant effect on customer satisfaction, quality of product has a positive and significant effect on repurchase intention, customer satisfaction has a positive and significant effect on repurchase intention, quality of website has a positive and significant effect on repurchase intention meditation customer satisfaction, quality of product has a positive and significant effect on repurchase intention meditation customer satisfaction. Keywords: Quality of website, Quality of product, customer satisfation, and repurchase intention. Perkembangan teknologi informasi yang sedemikian cepatnya telah merubah gaya hidup para penggunanya dengan munculnya trend berbelanja online melalui internet, namun hal ini tidak diiringi dengan pertumbuhan beberapa perusahaan Ecommerce seperti OLX.co.id. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas website, kualitas produk dan kepuasan pelanggan yang berdampak terhadap minat beli ulang di OLX.co.id. Penelitian ini adalah penelitian kuantitatif. Objek penelitian ini adalah konsumen OLX.co.id di Universitas Mercu Buana. Jumlah responden yang ditentukan adalah 185 responden. Metode pengambilan sampel yang dilakukan dengan metode purposive sampling. Metode pengumpulan data menggunakan metode survey, dengan instrumen penelitian adalah kuesioner. Metode analisis data menggunakan Partial Least Square (PLS). Hasil penelitian membuktikan bahwa kualtias website berpengaruh positif dan signfikan terhadap kepuasan pelanggan, kualitas produk berpengaruh positif dan signifikan terhadap kepuasan pelanggan, kualitas produk berpengaruh positif dan signifikan terhadap Minat Beli Ulang, dan kepuasan pelanggan berpengaruh positif dan signifikan terhadap minat beli ulang, kualitas website berpengaruh positif dan signifikan terhadap minat beli ulang dimediasi kepuasan pelanggan, kualitas produk berpengaruh positif dan signifikan terhadap minat beli ulang dimediasi kepuasan pelanggan. Kata kunci: Kualitas website, Kualitas produk, Kepuasan pelanggan, dan Minat Beli Ulang.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 43115010216 |
| Uncontrolled Keywords: | Kualitas website, Kualitas produk, Kepuasan pelanggan, dan Minat Beli Ulang. |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum 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: | ADELINA HASNA SETIAWATI |
| Date Deposited: | 25 Jul 2023 04:20 |
| Last Modified: | 25 Jul 2023 04:20 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/79585 |
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