The influence of online service quality perceived value, and customer satisfaction to repurchase intention of Zalora in Surabaya

Davin, Michael (2021) The influence of online service quality perceived value, and customer satisfaction to repurchase intention of Zalora in Surabaya. Undergraduate thesis, Widya Mandala Surabaya Catholic University.

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Abstract

Starting in 2020, since the pandemic broke out, many Indonesians have started using e-commerce more comfortably, while others have done so because of the low prices offered by several e-commerce platforms. When it comes to shopping, digital shoppers may be influenced by a variety of digital tools, such as brand emails and product reviews. E-commerce, or online commerce, is a business concept that allows companies and people to buy and sell goods over the internet. E-commerce, which can be done on smartphones, tablets, and laptops, can be considered a digital form of shopping catalogs. In the use of e-commerce, there must be such things as Service Quality and Perceived Value. Service Quality is described as the overall consumer perception of the reliability of the organization and its services, while Perceived Value is the overall consumer assessment of the usefulness of a product based on perceptions of what is received and what is given. From these 2 variables can determine Customer Satisfaction and Repurchase Intention. This study aims to determine the influences of online Service Quality, Perceived Value, and Customer Satisfaction, on Repurchase Intention by using SEM with LISREL program. The object of this research is Zalora Indonesia consumers located in Surabaya, aged over 17 years with a sample size of 178 respondents. The results of this study indicate that online service quality has a positive effect on customer satisfaction, online service quality has indirect effect on repurchase intention through customer satisfaction, perceived value has a positive effect on customer satisfaction and has direct effect on repurchase intention

Item Type: Thesis (Undergraduate)
Department: S1 - Manajemen
Contributors:
Contribution
Contributors
NIDN / NIDK
Email
Thesis advisor
Budiarsi, Sri Yunan
NIDN0001605703
UNSPECIFIED
Thesis advisor
Kristanti, Maria Mia
NIDN0726016901
UNSPECIFIED
Uncontrolled Keywords: Online Service Quality, Perceived Value, Customer Satisfaction, Repurchase Intention.
Subjects: Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Aurelia Riana Ika Susanti
Date Deposited: 07 Oct 2021 07:20
Last Modified: 07 Oct 2021 07:20
URI: http://repository.ukwms.ac.id/id/eprint/26920

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