PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY PADA PENGGUNA APLIKASI TOKOCRYPTO DENGAN E-SATISFACTION SEBAGAI VARIABEL INTERVENING

SISKA AMELIA PUTRI, . (2024) PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY PADA PENGGUNA APLIKASI TOKOCRYPTO DENGAN E-SATISFACTION SEBAGAI VARIABEL INTERVENING. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini dilakukan untuk mengetahui pengaruh e-Service Quality dan e-Trust terhadap e-Loyalty pada aplikasi Tokocrypto dengan e-Satisfaction sebagai Intervening. Penelitian ini menggunakan metode kuantitatif dengan instrumen survei. Pengumpulan data dilakukan dengan teknik non probabilty sampling yaitu purposive sampling dengan mengambil sampel 210 responden. Kemudian jawaban responden yang telah diperoleh diolah menggunakan Teknik analisis data Structural Emotional Modelling Partial Least Square (SEM-PLS) dengan menggunakan software SmartPLS 3.0. Dari pengujian hipotesis dalam penelitian ini diperoleh hasil, bahwa terbukti 1) e-Service Quality berpengaruh terhadap e-Satisfaction, 2) e-Trust tidak berpengaruh terhadap e-Satisfaction, 3) e-Satisfaction berpengaruh terhadap e-Loyalty, 4) e-Service Quality berpengaruh terhadap e-Loyalty, 5) e-Trust berpengaruh terhadap e-Loyalty, 6) e-Service Quality berpengaruh terhadap e-Loyalty melalui e-Satisfaction dan 7) e-Trust tidak berpengaruh terhadap e-Loyalty melalui e-Satisfaction. kata kunci: e-loyalty, e-satisfaction, e-service quality, e-trust, tokocrypto, blockchain ***** This research was conducted to determine the effect of e-Service Quality and e-Trust on e-Loyalty in the Tokocrypto application with e-Satisfaction as an Intervening. 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 210 respondents. Then the respondents' answers that were obtained were processed using the Structural Emotional Modeling Partial Least Square (SEM-PLS) method using SmartPLS 3.0 software. From testing the hypothesis in this research, the results obtained are that it is proven that 1) e-Service Quality has an effect on e-Satisfaction, 2) e-Trust has no effect on e-Satisfaction, 3) e-Satisfaction has an effect on e-Loyalty, 4) e- Service Quality has an effect on e-Loyalty, 5) e-Trust has an effect on e-Loyalty, 6) e-Service Quality has an effect on e-Loyalty through e-Satisfaction and 7) e-Trust has no effect on e-Loyalty through e-Satisfaction . keywords: electronic loyalty, electronic satisfaction, electronic service quality, electronic trust, tokocrypto, blockchain

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dr. Osly Usman, M.Bus ; 2). Nofriska Krissanya, S.E., M.B.A
Subjects:	Ilmu Sosial > Perdagangan, e-commerce Manajemen > Manajemen , Business
Divisions:	FE > S1 Pendidikan Tata Niaga
Depositing User:	Users 24920 not found.
Date Deposited:	12 Aug 2024 01:16
Last Modified:	12 Aug 2024 01:16
URI:	http://repository.unj.ac.id/id/eprint/49705

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