Karina, Julia (2020) Pengaruh Kualitas Layanan Elektronik, Kepuasan Pelanggan dan Kepercayaan Terhadap Loyalitas Pelanggan Shopee di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
Customer loyalty is the process of purchasing alternatives or choices, attitudes and behaviors towards one or more brands that can be said over a certain period of time. Consumers who have high loyalty are a valuable asset for companies that offer products or services. The purpose of this study was to determine the significant effect of electronic service quality, customer satisfaction and trust on SHOPEE customer loyalty in Surabaya partially. The subjects of this research are SHOPEE customers in Surabaya. The sampling technique used is purposive sampling, the data source is obtained from a questionnaire. Shopee customers who made purchases during the last 6 months were the research sample, obtained as many as 135 data. The dependent variable used is Customer Satisfaction and Customer Loyalty. The independent variables of this study are the quality of electronic services and trust. The research period is July 2020. The results of this study show that the quality of electronic services has a significant positive effect on SHOPEE customer satisfaction in Surabaya. Electronic service quality and trust have a significant positive effect on SHOPEE Customer Loyalty in Surabaya. Customer satisfaction has no significant positive effect on SHOPEE Customer Loyalty in Surabaya.
| 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: | JULIA KARINA |
| Date Deposited: | 17 May 2022 02:11 |
| Last Modified: | 17 May 2022 02:11 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/8599 |
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