Pengaruh external attributions, unstable attributions, uncontrollable attributions, dan service recovery efforts terhadap service recovery satisfaction dan word of mouth pada toko online Lazada

Nusaly, Grece (2017) Pengaruh external attributions, unstable attributions, uncontrollable attributions, dan service recovery efforts terhadap service recovery satisfaction dan word of mouth pada toko online Lazada. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Pertumbuhan jumlah toko ritel online saat semakin pesat. Melalui internet konsumen dapat dengan mudah mendapatkan informasi. Toko online tersebut tidak lepas dari komplain pelanggan, seperti pengiriman barang yang terlambat datang. penelitian ini bertujuan untuk mengetahui pengaruh External attributions, unstable attributions, uncontrollable attributions dan service recovery efforts terhadap service recovery satisfaction dan online word of mouth pada toko online Lazada. penelitian ini merupakan peneltian kausal dan kuantitatif. sampel yang digunakan dalam penelitian ini adalah sebesar 150 responden. pengumpulan data dilakukan melalui alat bantu kuesioner dan diolah dengan teknik structural equation modelling (SEM)menggunakan program PLS. objek dari penelitian ini adalah toko online Lazada. Hasil dari penelitian ini menunjukkan bahwa external attributions, unstable attributions, uncontrollable atributions dan service recovery efforts memiliki pengaruh terhadap Service recovery satisfaction dan online word of mouth pada toko online Lazada.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: External attribution, unstable attribution, uncontrollable attribution, service recovery satisfaction, service recovery effort, online word-of mouth, SEM-PLS, Lazada
Subjects: Business
Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Users 5364 not found.
Date Deposited: 05 Feb 2018 05:37
Last Modified: 05 Feb 2018 05:37
URI: http://repository.wima.ac.id/id/eprint/13994

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