PENGARUH PERCEIVED VALUE, E-SERVICE QUALITY TERHADAP TRUST DENGAN E-CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PENGGUNA RUANGGURU

NURAINI, ATIKAH IMAS (2025) PENGARUH PERCEIVED VALUE, E-SERVICE QUALITY TERHADAP TRUST DENGAN E-CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PENGGUNA RUANGGURU. S2 thesis, Universitas Mercu Buana.

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Abstract

This research aims to determine and explain the influence of perceived value, eservice quality, on trust with e-customer satisfaction as an intervening variable for teachers' room users. This research is a quantitative research with 130 users selected as respondents who have made online purchases via the Ruangguru website as samples. Data sources from primary and secondary data. The data analysis method uses SEM-PLS with SmartPLS software version 3.2.0. The research results show that (1) Perceived value has a positive and significant direct effect on ecustomer satisfaction among Ruangguru users. (2) E-service quality has a positive and significant direct effect on e-customer satisfaction for Ruangguru users. (3) Perceived value has a positive and significant direct effect on trust in Ruangguru users. (4) E-service quality has significant direct effect on Trust among Ruangguru users. (5) E-customer satisfaction has a direct effect on trust in Ruangguru users. (6) Perceived value effect positive and significant on trust through e-customer satisfaction among Ruangguru users. (7) E-service quality has significant effect on trust through e-customer satisfaction among Ruangguru users. Keyword: Perceived Value, E-Service Quality, Trust, E-Customer Satisfaction Penelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh perceived value, e-service quality, terhadap trust dengan e-customer satisfaction sebagai variabel intervening pada pengguna ruangguru. Penelitian ini merupakan penelitian kuantitatif dengan 130 orang konsumen yang dipilih sebagai responden adalah konsumen yang pernah melakukan pembelian secara online melalui website Ruangguru sebagai sampel. Sumber data dari data primer dan sekunder. Metode analisis data menggunakan SEM-PLS dengan software SmartPLS versi 3.2.0. Hasil penelitian menunjukkan bahwa (1) Perceived value berpengaruh positif dan signifikan terhadap e-customer satisfaction pada pengguna Ruangguru. (2) Eservice quality berpengaruh positif dan signifikan terhadap e-customer satisfaction pada pengguna Ruangguru. (3) Perceived value berpengaruh positif dan signifikan terhadap trust pada pengguna Ruangguru. (4) E-service quality berpengaruh terhadap Trust pada pengguna Ruangguru. (5) E-customer satisfaction berpengaruh positif dan signifikan terhadap trust pada pengguna Ruangguru. (6) Perceived value berpengaruh positif dan signifikan terhadap trust melalui e-customer satisfaction pada pengguna Ruangguru. (7) E-service quality berpengaruh terhadap trust melalui e-customer satisfaction pada pengguna Ruangguru. Kata Kunci: Perceived Value, E-Service Quality, Trust, E-Customer Satisfaction

Item Type:	Thesis (S2)
Call Number CD:	CD/551. 25 048
NIM/NIDN Creators:	55121010020
Uncontrolled Keywords:	Perceived Value, E-Service Quality, Trust, E-Customer Satisfaction
Subjects:	300 Social Science/Ilmu-ilmu Sosial > 370 Education/Pendidikan > 371 Educational Institutions, Schools and Their Activities/Institusi Pendidikan, Sekolah dan Aktifitasnya 300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 381 Commerce, Trade/Perdagangan
Divisions:	Pascasarjana > Magister Manajemen
Depositing User:	Pandu Risdiyanto
Date Deposited:	26 Sep 2025 07:45
Last Modified:	26 Sep 2025 07:45
URI:	http://repository.mercubuana.ac.id/id/eprint/98501

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