BELLA SURYANI, . (2022) INVESTIGATION OF E-CUSTOMER LOYALTY: SURVEI PELANGGAN FOOD DAN BEVERAGE PENGGUNA MULTI APLIKASI TRANSAKSI E-WALLET. Magister thesis, UNIVERSITAS NEGERI JAKARTA.
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Abstract
Penelitian ini bertujuan untuk menguji pengaruh sales promotion, perceived ease of use, perceived usefulness, dan trust pada e-customer loyalty of payment method dengan peran intervensi customer satisfaction pada transaksi food dan beverage pada multi aplikasi e-wallet. Metode penelitian menggunakan desain penelitian kuantitatif dan data dikumpulkan dengan menggunakan survei elektronik. Teknik sampel menggunakan convenience sampling. Secara keseluruhan ada 203 responden yang terlibat dalam penelitian ini, dimana responden tinggal diwilayah Jakarta dan sekitarnya, pengguna e-wallet dengan minimal tiga kali transaksi dalam enam bulan terakhir. Teknik analisis data menggunakan Structural Equation Modeling (SEM) dengan bantuan software SPSS versi 26 dan AMOS versi 24. Hasil penelitian menunjukkan bahwa sales promotion memiliki pengaruh langsung negatif dan tidak signifikan terhadap customer satisfaction, perceived ease of use memiliki pengaruh langsung positif dan tidak signifikan terhadap customer satisfaction, perceived usefulness dan trust memiliki pengaruh langsung positif dan signifikan terhadap customes satisfaction, dan customer satisfaction memiliki pengaruh langsung positif dan signifikan terhadap e-customer loyalty of payment method. ********************************** This case study aims to see the effect of sales promotion, perceived ease of use, perceived usefulness, and trust on e-customer loyalty to payment methods with the role is customer satisfaction as an intervening variable in food and beverage transactions in multiple e-wallet applications. The research method used quantitative research and data were collected using an electronic survey. participants were approached by applying a convenient sampling method. In total, 203 participants were involved in this study, who lived in Jakarta and surrounding areas and were e-wallet users with a minimum of three times transactions in the last six months. The data analysis technique used Structural Equation Modeling (SEM) using SPSS version 26 and AMOS version 24 software. The results showed that sales promotion had a direct negative and insignificant effect on customer satisfaction, perceived ease of use had a direct positive and insignificant effect on customer satisfaction, perceived usefulness and trust have a positive and significant direct effect on customer satisfaction, and also customer satisfaction has a positive and significant direct effect on e-customer loyalty of the payment method.
| Item Type: | Thesis (Magister) |
|---|---|
| Additional Information: | 1). Prof. Usep Suhud., Ph.D. ; 2). Prof. Dr.Mohamad Rizan., S.E., M.M. |
| Subjects: | Ilmu Sosial > Industri, Buruh, Produksi > Pendidikan Ekonomi |
| Divisions: | FE > S2 Manajemen |
| Depositing User: | PKL . |
| Date Deposited: | 02 Oct 2024 05:39 |
| Last Modified: | 02 Oct 2024 05:39 |
| URI: | http://repository.unj.ac.id/id/eprint/51094 |
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