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PENGARUH E-SERVICE QUALITY TERHADAP KEPUASAN, KEPERCAYAAN DAN LOYALITAS KONSUMEN PADA PENJUALAN SECARA ONLINE MAGNUM SHOP DI SURABAYA

PRAMITHASARI, LUKHI (2013) PENGARUH E-SERVICE QUALITY TERHADAP KEPUASAN, KEPERCAYAAN DAN LOYALITAS KONSUMEN PADA PENJUALAN SECARA ONLINE MAGNUM SHOP DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

In the development of the internet is now not only serves as a medium of information and communication media only. However, the Internet can also increase a person's income in the economy. As for the weaknesses faced the risk of online sales, as was the case that the risk of fraud. The phenomenon of online shopping has become a new lifestyle of the people of Indonesia, especially in Surabaya. For consumers, online shopping will be higher if they were pleased with the quality of service of the online sales system on the site. The formulation of the problem in this study is this e-service quality had a significant influence on customer satisfaction?, Is satisfaction a significant effect on customer loyalty?, and Is satisfaction a significant effect on consumer confidence in online sales in Surabaya?. Whereas the purpose of this study was to analyze the E-service quality are significant effect on customer satisfaction, to analyze the satisfaction there is a significant influence on consumer loyalty and satisfaction are to analyze a significant effect on consumer confidence in online sales in Surabaya. The population in this study is the customer or buyer who had made a purchase online in magnum shop. The sample in this study was the respondents / users in online trading industry for> 1 year. And the sampling technique using non-probability sampling technique. Techniques of analysis in this research is to use analytical models SEM (Structural Equation Model) assisted with the latest version of the application program AMOS. Based on the results of this study indicate that the e-service quality has positive and significant impact on Customer Satisfaction, this can be seen from the path coefficient is positive amounted to 0.999 with a value of 7.459 and CR obtained significance probability (p) of 0.000 which is smaller than the significance level (α) set at 0.05, while customer satisfaction has positive and significant impact on customer loyalty. This can be seen from the path coefficient is positive amounted to 1.209 with a value of 6.609 and CR obtained significance probability (p) of 0.000 which is smaller than the significance level ( ) defined by 0.05, and Customer Satisfaction has positive and significant impact on customer confidence. This can be seen from the path coefficient is positive amounted to 0.469 with a value of 2.687 and CR obtained significance probability (p) of 0.007 which is smaller than the significance level ( ), which was set at 0.05.] Keywords : E-Quality of Service, Customer Satisfaction, Customer Loyalty, and Customer Confidence

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 16 May 2017 01:51
Last Modified: 16 May 2017 01:51
URI: http://eprints.perbanas.ac.id/id/eprint/1208

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