PENGARUH E-SERVICE QUALITY DAN PRICE TERHADAP CUSTOMER SATISFACTION DALAM MEMBENTUK REPURCHASE INTENTION

WIL GANIA NOPENITA, . (2022) PENGARUH E-SERVICE QUALITY DAN PRICE TERHADAP CUSTOMER SATISFACTION DALAM MEMBENTUK REPURCHASE INTENTION. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Tujuan dari penelitian ini adalah untuk mengetahui 1) pengaruh e-service quality terhadap customer satisfaction 2) pengaruh price terhadap customer satisfaction 3) pengaruh e-service quality terhadap repurchase intention 4) pengaruh price terhadap repurchase intention dan 5) pengaruh customer satisfaction terhadap repurchase intention. Sampel penelitian ini adalah 200 responden yang merupakan konsumen J.CO yang sudah pernah membeli melalui website delivery di wilayah Jabodetabek. Penelitian ini menggunakan teknik purposive sampling. Metode SEM yang digunakan dalam penelitian ini menggunakan software SPSS versi 25 dan AMOS versi 26. Hasil penelitian menunjukkan bahwa 1) e-service quality berpengaruh positif dan signifikan terhadap customer satisfaction, 2) price berpengaruh positif dan signifikan terhadap customer satisfaction, 3) e-service quality tidak berpengaruh positif dan signifikan terhadap repurchase intention, 4) price berpengaruh positif dan signifikan terhadap repurchase intention, dan 5) customer satisfaction berpengaruh positif dan signifikan terhadap repurchase intention. Kata Kunci: E-Service Quality, Price, Customer Satisfaction, Repurchase Intention, Website Delivery, J.CO, COVID-19. The purpose of this study was to determine 1) the effect of e-service quality on customer satisfaction 2) the effect of price on customer satisfaction 3) the effect of e-service quality on repurchase intention 4) the effect of price on repurchase intention and 5) the effect of customer satisfaction on repurchase intention. The sample of this research is 200 respondents who are J.CO consumers who have purchased through a delivery website in the Greater Jakarta area. This research uses purposive sampling technique. The SEM method used in this study uses SPSS software version 25 and AMOS version 26. The results show that 1) e-service quality has a positive and significant effect on customer satisfaction, 2) price has a positive and significant effect on customer satisfaction, 3) e-service quality has no positive and significant effect on repurchase intention, 4) price has a positive and significant impact on customer satisfaction. significant effect on repurchase intention, and 5) customer satisfaction has a positive and significant effect on repurchase intention. Keywords: E-Service Quality, Price, Customer Satisfaction, Repurchase Intention, Website Delivery, J.CO, COVID-19

Item Type:	Thesis (Sarjana)
Additional Information:	1). Dra. Basrah Saidani, M.Si. ; 2). Rahmi, S.E., M.S.M.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Users 13434 not found.
Date Deposited:	25 Feb 2022 14:07
Last Modified:	25 Feb 2022 14:07
URI:	http://repository.unj.ac.id/id/eprint/22779

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