ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI E-LOYALTY DENGAN E-SATISFACTION SEBAGAI INTERVENING PADA NASABAH LIVIN’ BY MANDIRI

IKHSAN MAWARDI, . (2024) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI E-LOYALTY DENGAN E-SATISFACTION SEBAGAI INTERVENING PADA NASABAH LIVIN’ BY MANDIRI. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini dilakukan untuk mengetahui pengaruh e-service quality, e-trust, dan e-CRM terhadap e-loyalty dengan e-satisfaction sebagai intervening bagi pelanggan Livin' by Mandiri. Penelitian ini menggunakan metode kuantitatif dengan instrumen survei. Pengumpulan data dilakukan dengan menggunakan teknik non-probability sampling yaitu purposive sampling, dengan mengambil sampel sebanyak 204 responden yang berdomisili di Jakarta yang telah menggunakan Livin' by Mandiri minimal tiga kali dalam enam bulan terakhir dan mengalami kendala selama penggunaan. Kemudian jawaban responden diolah menggunakan metode Structural Equation Modelling Partial Least Square (SEM-PLS) menggunakan software SmartPLS 4.0. Dari pengujian hipotesis dalam penelitian ini, diperoleh hasil yang membuktikan 1) e-service quality berpengaruh terhadap e-satisfaction, 2) e-trust berpengaruh terhadap e-satisfaction, 3) e-CRM berpengaruh terhadap e-satisfaction, 4) e-satisfaction berpengaruh terhadap e-loyalty, 5) e-service quality berpengaruh terhadap e-loyalty, 6) e-trust berpengaruh terhadap e-loyalty, 7) e-CRM tidak berpengaruh terhadap e-loyalty, 8) e-service quality berpengaruh terhadap e-loyalty melalui e-satisfaction, 9) e-trust berpengaruh terhadap e-loyalty melalui e-satisfaction, dan 10) e-CRM berpengaruh terhadap e-loyalty melalui e-satisfaction. ***** This research was conducted to determine the influence of e-service quality, e-trust, and e-CRM on e-loyalty with e-satisfaction as an intervening for customer Livin' by Mandiri. This research uses quantitative methods with survey instruments. Data collection was carried out using a non-probability sampling technique, namely purposive sampling, by taking a sample of 204 respondents domiciled in Jakarta who had used Livin' by Mandiri at least three times in the last six months and had experienced problems during use. Then the respondents' answers were processed using the Structural Equation Modelling Partial Least Square (SEM-PLS) method using SmartPLS 4.0 software. From hypothesis testing in this research, results were obtained that prove 1) e-service quality has an effect on e-satisfaction, 2) e-trust has an effect on e-satisfaction, 3) e-CRM has an effect on e-satisfaction, 4) esatisfaction has an effect on e-loyalty, 5) e-service quality has an effect on e-loyalty, 6) e-trust has an effect on e-loyalty, 7) e-CRM has no effect on e-loyalty, 8) e-service quality has an effect on e- loyalty through e-satisfaction, 9) e-trust influences eloyalty through e-satisfaction, and 10) e-CRM influences e-loyalty through esatisfaction.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Osly Usman, M. Bus ; 2). Dr. Ayatulloh Michael Musyaffi, S.E., Ak., M. Ak
Subjects:	Ilmu Sosial > Industri, Buruh, Produksi > Perbankan Manajemen > Manajemen , Business Manajemen > Perilaku Konsumen
Divisions:	FE > S1 Pendidikan Tata Niaga
Depositing User:	Users 21868 not found.
Date Deposited:	15 Feb 2024 06:27
Last Modified:	15 Feb 2024 06:27
URI:	http://repository.unj.ac.id/id/eprint/44864

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