ENDRAWATI, MAYKA AMRIANA (2022) Pengaruh Kualitas Layanan, Kepuasan, Kepercayaan Pelanggan, dan Komitmen terhadap Loyalitas Pelanggan Pengguna Shopeepay di Surabaya. Undergraduate thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
The purpose of this research is to examine the effect of service quality, satisfaction, customer trust and commitment to customer loyalty of ShopeePay users. The methodology of this study used 88 respondents who were obtained through filling out a questionnaire in the Surabaya area. Respondents' responses were analyzed using descriptive analysis through Ms. Excel and statistical analysis using the WarpPLS 7.0 program. The results showed that service quality had a significant positive effect on satisfaction, and satisfaction, customer trust, commitment had a significant positive effect on customer loyalty of ShopeePay users. The practical implications of this research are to develop a strategy from ShopeePay to be able to compete in the future, and as an evaluation material for ShopeePay, especially in improving service quality which has an impact on customer satisfaction, trust, commitment and loyalty. Keywords: Serive Quality, Satisfaction,Customer Trust, Commitment, Customer Loyalty
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | MAYKA AMRIANA ENDRAWATI |
| Date Deposited: | 12 Jun 2022 15:43 |
| Last Modified: | 12 Jun 2022 15:43 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/8995 |
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