Windarsari, Gadis Dwi Ana (2023) Pengaruh Kualitas Layanan Elektronik terhadap Kepuasan Pelanggan, Kebahagiaan Pelanggan, Niat Beli Ulang pada Pelanggan Aplikasi Tokopedia. Undergraduate thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
Researchers want to examine how involved Tokopedia application users are towards customer satisfaction, customer happiness and repurchase intention at Tokopedia. This study aims to analyze the significance of the effect, namely to analyze the effect of overall electronic service quality on customer satisfaction in the Tokopedia application users, to analyze the effect of customer satisfaction on customer happiness in the Tokopedia application users, and to analyze the effect of customer satisfaction on repurchase intention to Tokopedia application users. This type of research when viewed from the method of analysis, this research is included in survey research, by collecting data through questionnaires distributed to respondents via Google Form online. To measure the research instrument used a six-point Likert scale. This study used a sample of 200 respondents. The results of data processing from researchers show that electronic service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on customer happiness, and customer satisfaction has a positive effect on repurchase intentions of Tokopedia application customers in Surabaya and its surroundings. Keywords: Tokopedia application, purchase intention, satisfaction, service quality.
| 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: | GADIS DWI ANA WINDARSARI |
| Date Deposited: | 15 May 2023 08:18 |
| Last Modified: | 15 May 2023 08:18 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/10644 |
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