Path: Top > Skripsi - D4 > 2017 > Jurusan Administrasi Niaga > Program Studi Manajemen Pemasaran > 2021

The Influence of Electronic Service Quality and Perceived Value towards Customer Satisfaction and Loyalty in Beauty E-Commerce (Case Study: Sociolla and Sephora)

Skripsi, 057 / 2021 / MPI
Undergraduate Theses from JBPTPPOLBAN / 2023-01-09 13:32:33
Oleh : Shilfa Firizkia Pebriany - 175264059 (
Dibuat : 2023-01-09, dengan 4 file

Keyword : Beauty E-Commerce, E-Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty


Deskripsi Alternatif :

The rapid development of technology is an opportunity for business people to develop their business online, including selling products through e-commerce. The increase in transactions in Indonesia through e-commerce also continues to increase. However, on the other hand, the beauty e-commerce sector has experienced a decline in the past year. The problem can also be seen from the pretest results that consumers who choose beauty e-commerce in purchasing skincare and makeup are few compared to purchases through general e-commerce. The purpose of the study was to determine the factors that influence consumer satisfaction and loyalty to Beauty E-Commerce (Case Study: Sociolla and Sephora). In particular, the variables of electronic service quality and perceived value are variables used to determine the effect of customer satisfaction and loyalty. Data was collected by distributing questionnaires to 400 respondents who made transactions in Beauty E-Commerce more than once. The research uses quantitative methods that are processed with SmartPLS. The results showed that the quality of electronic services significantly influences perceived value, satisfaction, and consumer loyalty. In addition, perceived value also influences customer satisfaction and loyalty. Moreover, consumer satisfaction can affect consumer loyalty. Keywords: Beauty E-Commerce, E-Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty.

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Nama KontakErlin Arvelina
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  • Supervisor: Drs. Eddy Syah Yahya, MBA.

    Co-Supervisor: Rafiati Kania, S.Si., MSM., Editor: Erlin Arvelina