CD Skripsi

Pengaruh E-Service Quality Dan E-Trust Terhadap E-Satisfaction Yang Berdampak Pada E-Loyalty Pada Pengguna Marketplace Shopee Di Kota Pekanbaru

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E-Commerce is growing rapidly in Indonesia. Some E-commerce companies provide space for other businesses to display their products on the E-commerce platform. This led to the creation of an electronic market known as Marketplace. The existence of Marketplace is very profitable for businesses, especially small and medium-sized businesses because Marketplace makes it very easy for businesses to do business rationally. One of them is Shopee Marketplace. The competition is so tight that marketplace players are competing to become the best online shopping platform. Therefore, the marketplace players certainly must be unique to become a consumer choice. One of the things that the players must have is the quality of service and also good trust to create customers’ satisfaction and loyalty in using their services. This research aimed to explain how the influence of e-Service Quality and e-Trust on the e-Satisfaction and its impact on e-Loyalty of Shopee users in Pekanbaru. This research used a quantitative approach. The sample of this research was 155 users of Shopee in Pekanbaru on the condition that they had made shopping transactions through Shopee. The sample of this research was chosen by using the non-probability sampling method and purposive sampling technique. The instrument used in this research was the questionnaires that analyzed using Warp-PLS 7.0. The findings of the research showed that: 1) e-Service Quality has a positive and significant impact on e-Satisfaction of the Shopee users in Pekanbaru, 2) e-Trust has a positive and significant impact on e-Satisfaction of the Shopee users in Pekanbaru, 3) e-Service Quality has a positive and significant impact on e-Loyalty of the Shopee users in Pekanbaru, 4) e-Trust has a positive and significant impact on e-Loyalty of the Shopee users in Pekanbaru, 5) e-Satisfaction has a positive and significant impact on e-Loyalty of the Shopee users in Pekanbaru, 6) e-Service Quality has a positive and significant impact on e-Loyalty through e-Satisfaction of the Shopee users in Pekanbaru, 7) e-Trust has a positive and significant impact on e-Loyalty through e-Satisfaction of the Shopee users in Pekanbaru.
Keywords: e-Commerce, Marketplace, e-Service Quality, e-Trust, e-Satisfaction, e-Loyalty, amd Shopee

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02. 121 (0047)

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen., 2021

Deskripsi Fisik

xii, 29 hlm.; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

02 02. 121 (0047)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

Daus

Versi lain/terkait

Lampiran Berkas

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