Path: Top > Skripsi - D4 > 2017 > Jurusan Administrasi Niaga > Program Studi Manajemen Pemasaran > 2018
The Roles of E-Service Quality, E-Trust, and E-Satisfaction on Online Retail Loyalty
Skripsi, 003 / 2018 / MPI
Undergraduate Theses from JBPTPPOLBAN / 2018-10-24 14:15:03
Oleh : Dewi Purnamasari - 145264005 (dpurnamasari8@gmail.com)
Dibuat : 2018-09-03, dengan 4 file
Keyword : E-Service Quality, E-Trust, E-Satisfaction, E-Loyalty, Online Retail
The progress of technology and telecommunication drives the rising of internet users in the world including Indonesia. The implication of this symptom push the e-commerce trend in business area, therefore many business players have been offering their products through the internet. Also, the growth of online media has changed the way consumers shop from traditional to online transaction. Online retail is one of business concept that has grown rapidly. However, creating customer loyalty in the online business setting is more problematic than in the offline business setting. The concept of customer loyalty is complex and difficult to define, as it encompasses a number of interactions with other variables. The objectives of this study is to identify the direct and indirect effect of service quality, trust and satisfaction toward customer loyalty in online retail. Using 480 online retail customers in Bandung as the respondents, this study reveals that all of the antecedent variables on customer loyalty have positive and significant relationships toward customer loyalty. In addition, there is a positive and significant interrelationship between customer satisfaction and customer trust. However, service quality has the largest effect on customer trust, and customer trust has a higher value than customer satisfaction as mediation variable between service quality and customer loyalty. The findings of this study are of benefit for online retail business in determining the best strategy to achieve customer loyalty. Keywords: E-Service Quality, E-Trust, E-Satisfaction, E-Loyalty, Online Retail.
Undergraduate Theses from JBPTPPOLBAN / 2018-10-24 14:15:03
Oleh : Dewi Purnamasari - 145264005 (dpurnamasari8@gmail.com)
Dibuat : 2018-09-03, dengan 4 file
Keyword : E-Service Quality, E-Trust, E-Satisfaction, E-Loyalty, Online Retail
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Deskripsi Alternatif :The progress of technology and telecommunication drives the rising of internet users in the world including Indonesia. The implication of this symptom push the e-commerce trend in business area, therefore many business players have been offering their products through the internet. Also, the growth of online media has changed the way consumers shop from traditional to online transaction. Online retail is one of business concept that has grown rapidly. However, creating customer loyalty in the online business setting is more problematic than in the offline business setting. The concept of customer loyalty is complex and difficult to define, as it encompasses a number of interactions with other variables. The objectives of this study is to identify the direct and indirect effect of service quality, trust and satisfaction toward customer loyalty in online retail. Using 480 online retail customers in Bandung as the respondents, this study reveals that all of the antecedent variables on customer loyalty have positive and significant relationships toward customer loyalty. In addition, there is a positive and significant interrelationship between customer satisfaction and customer trust. However, service quality has the largest effect on customer trust, and customer trust has a higher value than customer satisfaction as mediation variable between service quality and customer loyalty. The findings of this study are of benefit for online retail business in determining the best strategy to achieve customer loyalty. Keywords: E-Service Quality, E-Trust, E-Satisfaction, E-Loyalty, Online Retail.
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| Properti | Nilai Properti |
|---|---|
| ID Publisher | JBPTPPOLBAN |
| Organisasi | |
| Nama Kontak | Erlin Arvelina |
| Alamat | Jl. Trsn. Gegerkalong Hilir Ds. Ciwaruga |
| Kota | Bandung |
| Daerah | Jawa Barat |
| Negara | Indonesia |
| Telepon | 022 201 3789 ext. 168, 169, 239 |
| Fax | 022 201 3889 |
| E-mail Administrator | erlin.arvelina@polban.ac.id |
| E-mail CKO | erlin.arvelina@polban.ac.id |
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- Supervisor: Drs. Agustinus C. Februadi, M.Phil., Ph.D., Editor: Erlin Arvelina
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