Analisis Loyalitas Pelanggan Tokopedia Berdasarkan Pendekatan Stimulus – Organism – Response (SOR)

Latansyah, Cindy Berliana (2025) Analisis Loyalitas Pelanggan Tokopedia Berdasarkan Pendekatan Stimulus – Organism – Response (SOR). Undergraduate thesis, Universitas Pembangunan Nasional "Veteran" Jawa Timur.

	Text (Cover) 21082010196-cover.pdf Download (525kB)
	Text (bab 1) 21082010196-bab1.pdf Download (484kB)
	Text (bab 2) 21082010196-bab2.pdf Restricted to Repository staff only until 19 June 2027. Download (743kB) \| Request a copy
	Text (bab 3) 21082010196-bab3.pdf Restricted to Repository staff only until 19 June 2027. Download (756kB) \| Request a copy
	Text (bab 4) 21082010196-bab4.pdf Restricted to Repository staff only until 19 June 2027. Download (807kB) \| Request a copy
	Text (bab 5) 21082010196-bab5.pdf Download (291kB)
	Text (daftar pustaka) 21082010196-daftarpustaka.pdf Download (334kB)
	Text (lampiran) 21082010196-lampiran.pdf Restricted to Repository staff only until 19 June 2027. Download (684kB) \| Request a copy

Abstract

Tokopedia is one of the largest E-commerce platforms in Indonesia that faces challenges in maintaining customer loyalty amidst increasing digital market competition. Several problems found, such as late delivery, system failure when using vouchers, and slow customer service response, can affect user experience and the level of trust in the application. To understand the factors that influence customer loyalty, this thesis integrates the Stimulus Organism Response (SOR) approach with the Unified Theory of Acceptance and Use of Technology (UTAUT) model. This study uses a quantitative method by distributing questionnaires to 384 active Tokopedia user respondents who have made transactions in the last six months. The analysis technique used is Partial Least Squares Structural Equation Modeling (PLS-SEM) with the help of SmartPLS 4 software. The results of the study show that Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, and Price Value have a significant effect on Trust Toward the App with a p value <0.05 and T-statistic ≥ 1.96. Furthermore, Trust Toward the App has also been shown to have a significant influence on Customer Loyalty. The results of the analysis show that ease of use, performance expectations, social influence, availability of facilities, and perceived price value have an important role in forming trust, which in turn drives customer loyalty towards Tokopedia.

Item Type:

Thesis (Undergraduate)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
Thesis advisor	Safitri, Eristya Maya	NIP199303162019032020	maya.si@upnjatim.ac.id
Thesis advisor	Rinjeni, Tri Puspa	NIP199602032024062001	puspa.rinjeni.fasilkom@upnjatim.ac.id

Subjects:

Q Science > Q Science (General)
T Technology > T Technology (General)
T Technology > T Technology (General) > T58.6-58.62 Management Information Systems

Divisions:

Faculty of Computer Science > Departemen of Information Systems

Depositing User:

Cindy Berliana Latansyah

Date Deposited:

20 Jun 2025 01:25

Last Modified:

20 Jun 2025 01:25

URI:

https://repository.upnjatim.ac.id/id/eprint/38727