PERANAN E-SERVICE QUALITY DAN RATES DALAM MENCIPTAKAN CUSTOMER TRUST SERTA DAMPAKNYA BAGI REPURCHASE INTENTION JASA KURIR: SURVEI PELANGGAN E-COMMERCE

AMIRAH KAMILA SAFITRI, . (2023) PERANAN E-SERVICE QUALITY DAN RATES DALAM MENCIPTAKAN CUSTOMER TRUST SERTA DAMPAKNYA BAGI REPURCHASE INTENTION JASA KURIR: SURVEI PELANGGAN E-COMMERCE. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality terhadap customer trust, rates terhadap customer trust, customer trust terhadap repurchase intention, e-service quality terhadap repurchase intention, rates terhadap repurchase intention, e-service quality terhadap repurchase intention melalui customer trust dan rates terhadap repurchase intention melalui customer trust pada pelanggan e-commerce di wilayah Jabodetabek. Metode pengumpulan data yang digunakan adalah metode survei dengan menggunakan instrumen kuesioner. Sampel penelitian berjumlah 250 responden yang berdomisili di wilayah Jabodetabek, pernah berbelanja di platform e-commerce setidaknya dua kali dalam enam bulan terakhir dan menggunakan jasa kurir untuk pengiriman produknya. Software yang digunakan untuk mengolah data adalah SPSS dan SEM (Structural Equation Model) dari LISREL versi 8.8. Pengujian hipotesis menunjukkan adanya pengaruh positif dan signifikan pada hipotesis: H1) E-service quality terhadap customer trust., H2) Rates terhadap customer trust., H3) Customer trust terhadap repurchase intention., H4) E-service quality terhadap repurchase intention., H5) Rates terhadap repurchase intention., H6) E-service quality terhadap repurchase intention dimediasi customer trust., H7) Rates terhadap repurchase intention dimediasi customer trust. Kata Kunci: e-service quality, rates, customer trust, repurchase intention *** This research aims to determine the effect of e-service quality on customer trust, rates on customer trust, customer trust on repurchase intention, e-service quality on repurchase intention, rates on repurchase intention, e-service quality on repurchase intention through customer trust and rates on repurchase intention through customer trust toward e-commerce customers in the Jabodetabek area. The data collection method using a survey method with a questionnaire instrument. The research sample consisted of 250 respondents who live in the Jabodetabek area, have shopped on e-commerce platforms at least twice in the last six months and used courier services to deliver their products. The software used to process the data is SPSS and SEM (Structural Equation Model) from LISREL version 8.8. The hypothesis test shows a positive and significant influence on the hypothesis: H1) E-service quality on customer trust., H2) Rates on customer trust., H3) Customer trust on repurchase intention., H4) E-service quality on repurchase intention., H5) Rates on repurchase intention., H6) E-service quality on repurchase intention mediated by customer trust., H7) Rates on repurchase intention mediated by customer trust. Keywords: e-service quality, rates, customer trust, repurchase intention

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Mohamad Rizan, S.E., M.M. ; 2). Rahmi, S.E., M.S.M.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 20170 not found.
Date Deposited:	05 Sep 2023 04:49
Last Modified:	05 Sep 2023 04:49
URI:	http://repository.unj.ac.id/id/eprint/41265

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