Sari, Sindi Kurnia (2022) Pengaruh Kualitas Pelayanan Terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen Sebagai Variabel Intervening Pada Tokopedia (Studi Kasus Pada Pengguna Tokopedia Di Surabaya). Undergraduate thesis, UPN "Veteran" Jawa Timur.
|
Text (Cover)
18042010110.-cover.pdf Download (581kB) | Preview |
|
|
Text (BAB I)
18042010110.-bab1.pdf Download (225kB) | Preview |
|
![[img]](http://repository.upnjatim.ac.id/style/images/fileicons/text.png) |
Text (BAB II)
18042010110.-bab2.pdf Restricted to Registered users only until 26 March 2024. Download (496kB) |
|
|
Text (BAB III)
18042010110.-bab3.pdf Restricted to Registered users only until 26 March 2024. Download (467kB) |
|
|
Text (BAB IV)
18042010110.-bab4.pdf Restricted to Registered users only until 26 March 2024. Download (530kB) |
|
|
Text (BAB V)
18042010110.-bab5.pdf Download (9kB) | Preview |
|
|
Text (DAFTAR PUSTAKA)
18042010110.-daftarpustaka.pdf Download (534kB) | Preview |
|
|
Text (LAMPIRAN)
18042010110.-lampiran.pdf Restricted to Registered users only until 26 March 2024. Download (934kB) |
Abstract
Currently, business development is leading to the digital economy, many e-commerce have emerged that support shopping activities. Indonesia is the country that uses the highest e-commerce in the world in April 2021. One of the e-commerce sites with the highest number of visits is Tokopedia. This study was used to determine the effect of service quality on consumer loyalty through customer satisfaction as an intervention variable for Tokopedia consumers in Surabaya. This research is a type of quantitative research with a survey method. Sampling is done by purposive sampling which is based on certain characteristics and has characteristics that are in accordance with the known population. The number of samples in this study were 100 respondents. The data collection technique used an online questionnaire. Data analysis using Partial Leas Square (PLS) method. The results showed that: (1) The quality of customer service has a positive and significant impact on Tokopedia's consumer satisfaction in Surabaya. (2) The quality of customer service has a positive and significant effect on Tokopedia consumer loyalty in Surabaya. (3) consumer goals have a positive and significant effect on Tokopedia consumer loyalty in Surabaya. (4) Service quality has a positive effect on consumer loyalty through consumer satisfaction as an intervention. Keywords: Service Quality, Consumers, Consumer Loyalty
| Item Type: | Thesis (Undergraduate) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Sindi Kurnia Sari | ||||||||
| Date Deposited: | 28 Mar 2022 02:19 | ||||||||
| Last Modified: | 30 Mar 2022 02:45 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/5560 |
Actions (login required)
 |
View Item |