ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS WEBSITE, DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN SERTA DAMPAKNYA TERHADAP LOYALITAS KONSUMEN (Studi pada Konsumen E-commerce B2C Berrybenka di Semarang)

NABILAH, Beby Pamungkas and SUTOPO , Sutopo (2018) ANALISIS PENGARUH KUALITAS PRODUK, KUALITAS WEBSITE, DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN SERTA DAMPAKNYA TERHADAP LOYALITAS KONSUMEN (Studi pada Konsumen E-commerce B2C Berrybenka di Semarang). Undergraduate thesis, Fakultas Ekonomika dan Bisnis.

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Abstract

This research aimed to examine the effect of product quality, website quality, and service quality to customer satisfaction and its impact on customer loyalty. This research was conducted at e-commerce B2C Berrybenka site. The sample of this research is 100 respondents who had ever done purchase transaction on e-commerce B2C Berrybenka site at least 2 times and stay in Semarang. This research consisted of 5 variables, 19 indicators, and 5 hypothesis. The analysis instrument used was SPSS 22 with multiple linear regression and sobel test as analysis methods to examine the indirect effect of independent variables to dependent variable through intervening variable. The result of this research showed that product quality has positive and significant effect on customer satisfaction, website quality has positive and significant effect on customer satisfaction, and service quality has positive and significant effect on customer satisfaction with result Y1= 0,360X1 + 0,263X2 + 0,348X3. Customer satisfaction has positive and significant effect on customer loyalty with result Y2= 0,896Y1. The result of sobel test showed that product quality, website quality, and service quality have indirect effect on customer loyalty through customer satisfaction.

Item Type:Thesis (Undergraduate)
Additional Information:Product Quality, Website Quality, Service Quality, Customer Satisfaction, Customer Loyalty
Uncontrolled Keywords:Product Quality, Website Quality, Service Quality, Customer Satisfaction, Customer Loyalty
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:60967
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:22 Feb 2018 10:18
Last Modified:22 Feb 2018 10:18

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