Pengaruh e-service quality terhadap loyalitas konsumen Bukalapak melalui kepuasan konsumen

Putra, Sandy Adi (2020) Pengaruh e-service quality terhadap loyalitas konsumen Bukalapak melalui kepuasan konsumen. Undergraduate thesis, Universitas Katolik Musi Charitas.

	Text (Cover) EM-2020-1622081-cover.pdf Download (1MB)
	Text (Abstract) EM-2020-1622081-abstract.pdf Restricted to Registered users only Download (183kB) | Request a copy
	Text (Tableofcontent) EM-2020-1622081-tableofcontent.pdf Restricted to Registered users only Download (206kB) | Request a copy
	Text (Chapter1) EM-2020-1622081-chapter1.pdf Restricted to Registered users only Download (559kB) | Request a copy
	Text (Chapter2) EM-2020-1622081-chapter2.pdf Restricted to Registered users only Download (449kB) | Request a copy
	Text (Chapter3) EM-2020-1622081-chapter3.pdf Restricted to Registered users only Download (455kB) | Request a copy
	Text (Chapter4) EM-2020-1622081-chapter4.pdf Restricted to Registered users only Download (640kB) | Request a copy
	Text (Conclusion) EM-2020-1622081-conclusion.pdf Restricted to Registered users only Download (300kB) | Request a copy
	Text (Reference) EM-2020-1622081-reference.pdf Restricted to Registered users only Download (111kB) | Request a copy
	Text (Attachment) EM-2020-1622081-attachment.pdf Restricted to Registered users only Download (1MB) | Request a copy
	Text (Complete) EM-2020-1622081-complete.pdf Restricted to Repository staff only Download (3MB) | Request a copy
	Text (Summary_Id) EM-2020-1622081-summary_id.pdf Restricted to Registered users only Download (541kB) | Request a copy

Abstract

This study aims to determine whether e-service quality affects customer loyalty through customer satisfaction as an intervening variable in Bukalapak online stores. The population in this study were Bukalapak users with ages 17 and older. The sample is determined using the purposive sampling method. The sample of this study was 100 respondents. Hypothesis testing using the path analysis method with the help of SPSS program ver. 16.0. The results of this test indicate that the first hypothesis (H1) which states that e-service quality affects customer satisfaction is accepted. The second hypothesis (H2) which states that customer satisfaction affects customer loyalty, is rejected. The third hypothesis (H3) which states that e-service quality affects customer loyalty with customer satisfaction as an intervening variable, is accepted.

Actions (login required)

View Item