Pengaruh electronic service quality, perceived value, terhadap customer satisfaction pada customer bukalapak.com

Sutjonong, Lisa (2018) Pengaruh electronic service quality, perceived value, terhadap customer satisfaction pada customer bukalapak.com. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh Electronic service quality, perceived value terhadap customer satisfaction pada Bukalapak.Com. Teknik pengambilan sampel yang digunakan adalah non probability sampling dengan cara purposive sampling. Karakteristik responden dalam penelitian ini adalah bersedia/ingin membeli produk di Bukalapak.com, pernah berbelanja di Bukalapak.com dan berusia minimum 17 tahun. Penelitian ini menggunakan 105 responden dengan teknik analisis SEM LISREL 8.80. Hasil penelitian membuktikan bahwa: (1) Electronic Service Quality memiliki pengaruh positif dan signifikan terhadap perceived value.; (2) Electronic Service Quality memiliki pengaruh positif dan signifikan terhadap customer satisfaction.; (3) perceived value memiliki pengaruh positif dan signifikan terhadap customer satisfaction pada Bukalapak.com.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty Of Business" not defined]
Uncontrolled Keywords: Electronic service quality, perceived value, customer satisfaction
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Lisa Sutjonong
Date Deposited: 09 Aug 2018 06:11
Last Modified: 16 Oct 2018 06:48
URI: http://repository.ukwms.ac.id/id/eprint/15753

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