Pengaruh E-Service Quality Dan Logistics Service Quality Terhadap Customer Satisfaction Dan Customer Loyalty Pada Konsumen Tokopedia

Wijaya, Teddy and Widjaja, Fitri Novika and Megawati, Veny (2020) Pengaruh E-Service Quality Dan Logistics Service Quality Terhadap Customer Satisfaction Dan Customer Loyalty Pada Konsumen Tokopedia. In: Seminar Nasional Manajemen 5 : Strategi Bisnis di Tengah Pandemi dan Pasca Pandemi Covid-19, 5 Oktober 2020, Unesa : Zoom Video Conferencing.

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Abstract

E-commerce technology is a lifestyle in shopping that is increasingly developing today, especially during a pandemic where all activities should be done from home. Tokopedia is Indonesia's largest e-commerce giant. This study aims to determine whether there is an influence between e-service quality, logistics service quality on customer satisfaction and customer loyalty in e-commerce Tokopedia. This research uses measurement model test as part of SEM modeling. The sampling technique used non-probability sampling, from 4 variables in this study there were 66 questions that would be asked of respondents in the form of an online questionnaire with a sample size of 200 people. The results of this study. The mean on each variable, namely e-service quality, logistics service quality, customer satisfaction, and customer loyalty is perceived as relatively positive. The results of hypothesis testing using the Structural Equation Model (SEM) with AMOS 24.0 software, it can be concluded that of the 9 hypotheses tested gave significant results with positive effects. This means that it has been proven that e-service quality, logistics service quality has a positive influence on customer satisfaction and customer loyalty on Tokopedia e-commerce in Indonesia. Keywords : E-Service Quality, Logistics Service Quality, Costumer Satisfaction, Costumer Loyalty

Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	E-Service Quality, Logistics Service Quality, Costumer Satisfaction, Costumer Loyalty
Subjects:	H Social Sciences > H Social Sciences (General)
Depositing User:	Fitri Novika Widjaja 3194
Date Deposited:	31 May 2021 15:23
Last Modified:	31 May 2021 15:23
URI:	http://repository.ubaya.ac.id/id/eprint/39567

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