PENGARUH E-SERVICE QUALITY TERHADAP ECUSTOMER LOYALTY SHOPEEPAY

YUNI EKA PRATIWI, . (2022) PENGARUH E-SERVICE QUALITY TERHADAP ECUSTOMER LOYALTY SHOPEEPAY. Diploma thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Karya ilmiah ini bertujuan untuk : 1) memahami gambaran e-service quality dan e-customer loyalty ShopeePay 2) memahami pengaruh e- service quality terhadap e-customer loyalty ShopeePay? Pengumpulan data dalam penelitian ini menggunakan kuesioner yang di sebar melalui Google Form yang terdiri dari 33 butir pernyataan. Responden pada penelitian ini sebanyak 165 orang dengan teknik pengambilan sampel non probability sampling. Metode analisis yang digunakan adalah analisis regresi linier sederhana Statistical Package For The Social Sciences (SPSS) 25 dan analisis deskriptif. Subjek dari penelitian ini adalah semua pengguna ShopeePay di DKI Jakarta dan menggunakan ShopeePay minimal 3 kali. Hasil yang diperoleh pada penelitian ini adalah e-service quality berpengaruh positif dan signifikan e-service quality terhadap e-customer loyalty. Hal ini ditunjukkan dengan nilai koefisien determinasi (R) sebesar 0,695 sehingga dapat dinyatakan bahwa 69,5% e-customer loyalty ditentukan dari e-service quality dan sisanya sebesar 30,5% dipengaruhi oleh variabel lain seperti : customer satisfaction, brand trust dan promotion. ************************************************ This scientific paper aims to: 1) understand the description of e-service quality and e-customer loyalty ShopeePay 2) understand the effect of e-service quality on ecustomer loyalty ShopeePay? Data collection in this study used a questionnaire distributed through Google Form which consisted of 33 statement items. Respondents in this study were 165 people with non-probability sampling sampling technique. The analytical method used is simple linear regression analysis Statistical Package For The Social Sciences (SPSS) 25 and descriptive analysis. The subjects of this research are all ShopeePay users in DKI Jakarta and use ShopeePay at least 3 times. The results obtained in this study are e-service quality has a positive and significant effect on e-service quality on e-customer loyalty. This is indicated by the coefficient of determination (R) of 0.695 so it can be stated that 69.5% of e-customer loyalty is determined by e-service quality and the remaining 30.5% is influenced by other variables such as customer satisfaction, brand trust, and promotion

Item Type:	Thesis (Diploma)
Additional Information:	1). Dra. Sholikhah, M.M
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > D III Manajemen Pemasaran
Depositing User:	PKL .
Date Deposited:	07 Oct 2024 04:13
Last Modified:	07 Oct 2024 04:13
URI:	http://repository.unj.ac.id/id/eprint/51340

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