Nggai, Nensi Laurence and Anandya, Dudi (2020) The Influence of Utilitarian Value, Hedonic Value, and Perceived Risk on Customer Satisfaction and Customer Loyalty to Shopee Customers in Surabaya. In: 2nd the International Conference of Business and Banking Inovations (ICOBBI 2020), 14-15 Agustus 2020, Media Zoom (Magister Manajemen STIE Perbanas Surabaya). (Submitted)
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Abstract
This study aims to determine and analyze the effect of utilitarian value, hedonic value, and perceived risk on customer satisfaction and customer loyalty to Shopee customers in Surabaya. The data used in this study are primary data obtained from questionnaires. Respondents in this study were 200 respondents who had shopped at Shopee. The sampling technique for this research is non-probability sampling. This research uses a quantitative approach through statistical testing. The analysis in this study uses the Structural Equation Modeling (SEM) model and is processed using SPSS 18 and Amos 22 software to test measurement models and structural models. The results of this study indicate that utilitarian value and hedonic value have a significant effect on customer satisfaction with Shopee customers in Surabaya. Meanwhile, utilitarian value and hedonic value do not have a significant effect on customer loyalty to Shopee customers in Surabaya, while perceived risk does not have a significant effect on customer satisfaction.
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Uncontrolled Keywords: | Utilitarian Value, Hedonic Value, Perceived Risk, Customer Satisfaction, Customer Loyalty |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Postgraduate Programs > Master Program in Management |
| Depositing User: | Ester Sri W. 196039 |
| Date Deposited: | 31 Aug 2020 02:35 |
| Last Modified: | 28 Mar 2022 04:59 |
| URI: | http://repository.ubaya.ac.id/id/eprint/38042 |
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