PENGARUH KEPERCAYAAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PENYEDIA JASA E-COMMERCE BUKALAPAK (Studi Kasus Pelanggan Bukalapak UPN”Veteran” Jawa Timur)

Saputra R.S, Gabriel Jaya (2020) PENGARUH KEPERCAYAAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA PENYEDIA JASA E-COMMERCE BUKALAPAK (Studi Kasus Pelanggan Bukalapak UPN”Veteran” Jawa Timur). Other thesis, UPN Veteran Jawa Timur.

[img]
Preview
Text (Cover)
a.pdf

Download (2MB) | Preview
[img]
Preview
Text (Bab 1)
b.pdf

Download (608kB) | Preview
[img] Text (Bab 2)
c.pdf
Restricted to Repository staff only

Download (738kB)
[img] Text (Bab 3)
d.pdf
Restricted to Repository staff only

Download (534kB)
[img] Text (Bab 4)
e.pdf
Restricted to Repository staff only

Download (774kB)
[img]
Preview
Text (Bab 5)
f.pdf

Download (213kB) | Preview
[img]
Preview
Text (Daftar Pustaka)
g.pdf

Download (435kB) | Preview
[img] Text (Lampiran)
h.pdf
Restricted to Repository staff only

Download (584kB)

Abstract

The purpose of this study was to determine the effect of Trust and Quality of Service on Customer Loyalty on Bukalapak e-commerce service providers in this case the researchers took samples in the UPN "Veteran of East Java. This type of research is a descriptive study with a quantitative approach. Data collection techniques through the distribution of questionnaires to respondents. The population in this study is Bukalapak.com Consumers. The sampling technique uses purposive sampling method. the sampling technique with the characteristics of consumers who have made purchases on Bukalapak.com Online Shop 3 times. Data analysis techniques in this study used descriptive analysis techniques per variable and multiple linear regression analysis. Based on the results of the analysis using the t test, it is concluded that the variable Trust has a partial effect on the Customer Loyalty variable. Based on the results of the analysis using the t test, it is concluded that the Service Quality variable has a partial effect on the Customer Loyalty variable. Based on the results of the analysis using the F test, the Trust and Quality of Service variables are jointly (simultaneously) influential and significant on Customer Loyalty to Bukalapak.com e-Commerce service providers. Keywords: Trust, Service Quality, Customer Loyalty

Item Type: Thesis (Other)
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorHidayat, RusdiNIDN0824126101UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products
Divisions: Faculty of Social and Political Sciences > Departement of Business Administration
Depositing User: Ananta Prathama
Date Deposited: 05 Nov 2020 07:24
Last Modified: 05 Nov 2020 07:24
URI: http://repository.upnjatim.ac.id/id/eprint/444

Actions (login required)

View Item View Item