The impact of E-service quality and perceived value on OVO's brand trust mediated by customer e-satisfaction in Surabaya

Santoso, Josephine Vina (2020) The impact of E-service quality and perceived value on OVO's brand trust mediated by customer e-satisfaction in Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

The drastic change in the terms of technology has indeed change human’s life. Everything has become dependent to internet, including in doing the transaction. Since the emergence of e-money, human are no longer relying on cash in order to do transactions among each other. From the card type of emoney, and now all of the transactions can be done within just clicking on the phone. This research is influenced by previous research which looks for the effect of e-service quality and perceived value on brand trust, mediated by customer e-satisfaction. “The Impact of E-service Quality and Perceived Value on OVO’s Brand Trust Mediated by Customer E-satisfaction in Surabaya” is conducted to understand the impact of e-service quality, perceived value on OVO’s brand trust in Surabaya, by using customer e-satisfaction as the mediator. This research is using quantitative method of study, with 150 total respondents age 17 years old or more, have used OVO application, and currently living in Surabaya. Respondents will complete the questionnaire given using the google form. Researcher use Structural Equation Modeling with SmartPLS 3.0 as the tool in this research. This study finds that E-service Quality has significant impact on OVO’s Perceived Value; E-service Quality has significant impact on OVO’s Customer E-satisfaction; Perceived Value has significant impact on OVO’s Customer E-satisfaction; Customer E-satisfaction has significant impact on OVO’s Brand Trust; Customer E-satisfaction mediated the relationship between OVO’s E-service Quality and Brand Trust; and Customer E-satisfaction mediated the relationship between OVO’s Perceived Value and Brand Trust. Keyword: E-service Quality, Perceived Value, Customer E-satisfaction, Brand Trust

Item Type: Thesis (Undergraduate)
Department: S1 - Manajemen
Contributors:
Contribution
Contributors
NIDN / NIDK
Email
Thesis advisor
Ellitan, Lena
NIDN0720057101
lena@ukwms.ac.id
Thesis advisor
Agung, Deatri Arumsari
NIDN0714128703
deatri@ukwms.ac.id
Uncontrolled Keywords: E-service Quality, Perceived Value, Customer E-satisfaction, Brand Trust
Subjects: Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Josephine Vina Santoso
Date Deposited: 29 Jan 2020 03:03
Last Modified: 29 Jan 2020 03:03
URI: http://repository.wima.ac.id/id/eprint/21282

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