Soeprayogi, Aldo (2019) Pengaruh E-Service Quality terhadap Perceived Service Value dan Customer Satisfaction pada Tokopedia. [Undergraduate thesis]
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Abstract
In this study, we will discuss how to increase understanding of the influence between E-Service Quality, Perceived Service Value and Customer Satisfaction. This research uses the Tokopedia marketplace as an object which is a marketplace website with the most visitors in 2018 based on the iPrice.co.id version. This research method uses a survey of 157 respondents wich is filtered into 152 respondents who had purchased products on the tokopedia website in the last 3 months. The collected data was analyzed using Structural Equation Modeling (SEM) using AMOS 22.0 and SPSS 20.0. The results of this study found that e-service quality has a significant influence on perceived service value, as well as perceived service value for customer satisfaction, while e-service quality on customer satisfaction on Tokopedia does not have a direct influence but must be through perceived service value first.
| Item Type: | Undergraduate thesis |
|---|---|
| Uncontrolled Keywords: | E-Service quality, customer satisfaction, perceived service value, customer value, tokopedia |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management |
| Divisions: | Faculty of Business and Economic > Department of Management |
| Depositing User: | Masyhur 196042 |
| Date Deposited: | 19 Jul 2019 02:15 |
| Last Modified: | 19 Jul 2019 02:15 |
| URI: | http://repository.ubaya.ac.id/id/eprint/35133 |
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