FITRI, ANISYA (2019) ANALISIS PENGARUH KUALITAS WEBSITE, PERSEPSI HARGA, DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN MARKETPLACE TOKOPEDIA.COM. S1 thesis, Universitas Mercu Buana.
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Abstract
Research is aimed to determine the influence of the relationship between variables affecting customer satisfaction e-commerce who continues to increaset. Object in this research was consumers PT. Tokopedia Indonesia. Sample research are always 140 respondents deployed on the consumer PT. Tokopedia Indonesia .Data analyzed using application structural posittive and equation a model (SEM) partial last square (smartpls 3.0) might test all relations between variable the quality of website, perception price, and confidence in customer satisfaction in the model. Research regard that the quality of website and trust has a positive and significant impact on customer satisfaction. But, perception the price of having a positive and insignificant impact to customer satisfaction. The results determined that the quality of website and trust which is one reason most important in determining customer satisfaction. Keywords: Website Quality, Price Perception, Trust, Customer Satisfaction Penelitian ini dilakukan untuk mengetahui pengaruh hubungan antara variabel yang mempengaruhi kepuasan pelanggan e-commerce yang saat ini terus meningkat. Objek dalam penelitian ini adalah konsumen PT. Tokopedia Indonesia. Sample penelitian ini berjumlah 140 responden yang disebar pada konsumen PT. Tokopedia Indonesia. Data dianalisis dengan menggunakan aplikasi Structural Positive and Equation Model (SEM) Partial Last Square (SmartPLS 3.0) untuk menguji semua hubungan antara variabel kualitas website, persepsi harga, dan kepercayaan terhadap kepuasan pelanggan dalam model. Penelitian ini menganggap bahwa kualitas website dan kepercayaan memiliki hubungan yang positif dan signifikan terhadap kepuasan pelanggan. Namun, persepsi harga memiliki hubungan positif dan tidak signifikan terhadap kepuasan pelanggan. Hasilnya menetapkan bahwa kualitas website dan kepercayaan yang menjadi alasan paling penting dalam menentukan kepuasan pelanggan. Kata Kunci : Kualitas Website, Persepsi Harga, Kepercayaan, Kepuasan Pelanggan
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FE/MJ. 19 769 |
| NIM/NIDN Creators: | 43114120078 |
| Uncontrolled Keywords: | Kualitas Website, Persepsi Harga, Kepercayaan, Kepuasan Pelanggan |
| Subjects: | 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 > 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: | Dede Muksin Lubis |
| Date Deposited: | 10 Jun 2022 02:18 |
| Last Modified: | 10 Jun 2022 02:18 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/63059 |
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