The Influence of E-Service Quality and E-Word Of Mouth (E-Wom) on E-Loyalty Through Consumer Trust at Tokopedia

Jatmiko, Kho Raynanda Putra (2019) The Influence of E-Service Quality and E-Word Of Mouth (E-Wom) on E-Loyalty Through Consumer Trust at Tokopedia. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

In the current era, most people are almost inseparable from technological things. They need technology to help and meet their needs. They use technology to buy goods online, because they are more effective. That is why, this encourages many e-commerce companies to strengthen their strength so that they can win the market. In Indonesia, many people in Indonesia cannot be loyal to one of the shops. They tend to use e-commerce that has the cheapest products cheaper than shops among other e-commerce. This research is a causal study which aims to determine the relationship of the quality of E-Service Quality and e-word of mouth to E-Loyalty through Consumer Trust. The study population is all people living in Indonesia, aged over or equal to 17 years, know and have experience in conducting transactions on Tokopedia. The sample of this study was 150 respondents who were disseminated through an online questionnaire, using the google form. The results of this study, which were analyzed by Structural Equation Modeling (SEM) LISREL, showed that E-Service Quality had a positive and significant effect on Consumer Trust, E-Word of Mouth had a positive and significant influence on Consumer Trust, Consumer Trust had a significant effect on E- Loyalty, E-Service Quality has a positive and significant influence on E-Loyalty through the Consumer Trust, E-Word of Mouth has a positive and significant influence on E-Loyalty through the Consumer Trust. Therefore, it is recommended to Tokopedia, to maintain and improve their E-Service Quality, so that customers will feel more comfortable and confident. And Tokopedia can also ask consumers to review their application or web, so they will get more reviews and increase other consumer trust on Tokopedia. For academic advice, further researchers can consider many other variables, such as Online Repurchase Intention, purchase intention, brand image, and others.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: E-Service Quality , E-Word of Mouth, Customer Trust, E-loyalty
Subjects: Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Users 6455 not found.
Date Deposited: 29 Jan 2019 07:28
Last Modified: 29 Jan 2019 07:28
URI: http://repository.wima.ac.id/id/eprint/17367

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