PENGARUH E-SERVICE QUALITY DAN TRUST TERHADAP REPURCHASE INTENTION DENGAN SATISFACTION SEBAGAI INTERVENING (STUDI KASUS PADA PEMBELI E-COMMERCE BUKALAPAK)

ACHMAD TEGAR PRIBADI, . (2020) PENGARUH E-SERVICE QUALITY DAN TRUST TERHADAP REPURCHASE INTENTION DENGAN SATISFACTION SEBAGAI INTERVENING (STUDI KASUS PADA PEMBELI E-COMMERCE BUKALAPAK). Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality terhadap satisfaction, pengaruh trust terhadap satisfaction, pengaruh satisfaction terhadap repurchase intention, pengaruh e-service quality terhadap repurchase intention, pengaruh trust terhadap repurchase intention, pengaruh e-service quality terhadap repurchase intention melalui satisfaction sebagai intervening, pengaruh trust terhadap repurchase intention melalui satisfaction sebagai intervening pada pembeli Bukalapak. Metode survei dengan instrument berupa kuesioner merupakan metode pengumpulan data yang dipakai peneliti. Sampel penelitian ini adalah 200 responden yang telah berbelanja online di Bukalapak dan merupakan pekerja kantoran di Rasuna Said, Setiabudi, Jakarta Selatan. Data dianalisis menggunakan SPSS versi 22 dan SEM (Structural Equation Model) dari software LISREL versi 8.80 untuk mengolah dan menganalisa data hasil penelitian. Hasil pengujian hipotesis menunjukkan: 1) e-service quality berpengaruh signifikan terhadap satisfaction, 2) trust berpengaruh signifikan terhadap satisfaction, 3) satisfaction berpengaruh signifikan terhadap repurchase intention, 4) e-service quality berpengaruh signifikan terhadap repurchase intention, 5) trust berpengaruh signifikan terhadap repurchase intention, 6) e-service quality berpengaruh signifikan terhadap repurchase intention melalui satisfaction sebagai intervening, 7) trust berpengaruh signifikan terhadap repurchase intention melalui satisfaction sebagai intervening di e-commerce Bukalapak. This research aims to determine the effect of e-service quality on satisfaction, the effect of trust on satisfaction, the effect of satisfaction on repurchase intention, the effect of e-service quality on repurchase intention, the effect of trust on repurchase intention, the effect of e-service quality on repurchase intention through satisfaction as intervening, the effect of trust on repurchase intention through satisfaction as intervening, in the buyer of e-commerce Bukalapak. Survey methods with instruments in the form of questionnaires are data collection methods that researchers use. The sample of this study was 200 respondents who had used and transacted in the e-commerce Bukalapak and office worker in Rasuna Said, Setiabudi, South Jakarta. Data were analyzed using SPSS version 22 and SEM (Structural Equation Model) from LISREL software version 8.80 to process and analyze research data. The results of hypothesis testing show: 1) e-service quality has a significant effect on satisfaction, 2) trust has a significant effect on satisfaction, 3) satisfaction has a significant effect on repurchase intention, 4) e-service quality has a significant effect on repurchase intention, 5) trust has a significant effect on repurchase intention, 6) e-service quality has a significant effect on repurchase intention through satisfaction as intervening, 7) trust has a significant effect on repurchase intention through satisfaction as intervening in the e-commerce Bukalapak.

Item Type:	Thesis (Sarjana)
Additional Information:	1). 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 5762 not found.
Date Deposited:	10 Sep 2020 09:23
Last Modified:	10 Sep 2020 09:23
URI:	http://repository.unj.ac.id/id/eprint/9665

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