ALIKA KHAIRUNISA, . (2025) ANALISIS FAKTOR-FAKTOR YANG MEMENGARUHI E-LOYALTY DENGAN E-SATISFACTION SEBAGAI INTERVENING PADA PENGGUNA MYTELKOMSEL. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.
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Abstract
Penelitian ini dilakukan untuk mengetahui pengaruh e-service quality, e-WOM, dan e-trust terhadap e-loyalty dengan e-satisfaction sebagai intervening bagi pengguna MyTelkomsel. Penelitian ini menggunakan metode kuantitatif dengan instrumen survei. Pengumpulan data dilakukan dengan menggunakan teknik non-probability sampling yaitu purposive sampling, dengan mengambil sampel sebanyak 203 responden yang berdomisili di DKI Jakarta yang berusia minimal 18 tahun dan menggunakan aplikasi MyTelkomsel. 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 memiliki pengaruh positif dan signifikan terhadap e-loyalty, 2) e-WOM tidak memiliki pengaruh terhadap e-loyalty, 3) e-trust tidak memiliki pengaruh terhadap e-loyalty, 4) e-service quality memiliki pengaruh positif dan signifikan terhadap e-satisfaction, 5) e-WOM memiliki pengaruh positif dan signifikan terhadap e-satisfaction, 6) e-trust memiliki pengaruh positif dan signifikan terhadap e-satisfaction, 7) e-service quality memiliki pengaruh positif dan signifikan terhadap e-loyalty melalui e-satisfaction, 8) e-WOM memiliki pengaruh positif dan signifikan terhadap e-loyalty melalui e-satisfaction, 9) e-trust memiliki pengaruh positif dan signifikan terhadap e-loyalty melalui e-satisfaction, dan 10) e-satisfaction memiliki pengaruh positif dan signifikan terhadap e-loyalty. **** This research was conducted to determine the influence of e-service quality, e-WOM, and e-trust on e-loyalty with e-satisfaction as an intervening variable for MyTelkomsel users. This research uses a quantitative method with survey instruments. Data collection was conducted using a non-probability sampling technique, namely purposive sampling, by taking a sample of 203 respondents residing in DKI Jakarta who are at least 18 years old and use the MyTelkomsel application. Then, the respondents' answers were processed using the Structural Equation Modelling Partial Least Square (SEM-PLS) method with SmartPLS 4.0 software. From the hypothesis testing in this study, the results prove that 1) e-service quality has a positive and significant effect on e-loyalty, 2) e-WOM has no effect on e-loyalty, 3) e-trust has no effect on e-loyalty, 4) e-service quality has a positive and significant impact on e-satisfaction, 5) e-WOM has a positive and significant impact on e-satisfaction, 6) e-trust has a positive and significant influence on e-satisfaction, 7) e-service quality has a positive and significant effect on e-loyalty through e-satisfaction, 8) e-WOM has a positive and significant effect on e-loyalty through e-satisfaction, 9) e-trust has a positive and significant effect on e-loyalty through e-satisfaction, and 10) e-satisfaction has a positive and significant effect on e-loyalty.
Item Type: | Thesis (Sarjana) |
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Additional Information: | 1). Dr. Osly Usman, M.Bus. ; 2). Dr. Ayatulloh Michael Musyaffi, S.E., Ak., M.Ak. |
Subjects: | Manajemen > Pendidikan, Riset Penelitian Bisnis |
Divisions: | FE > S1 Pendidikan Bisnis |
Depositing User: | Alika Khairunisa . |
Date Deposited: | 05 Mar 2025 02:34 |
Last Modified: | 05 Mar 2025 02:34 |
URI: | http://repository.unj.ac.id/id/eprint/54588 |
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