Pengaruh Kualitas Layanan Elektronik terhadap Kepuasan Pelanggan, Kebahagiaan Pelanggan, Niat Beli Ulang pada Pelanggan Aplikasi Tokopedia
| ctrlnum |
10644 |
|---|---|
| fullrecord |
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<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><relation>http://eprints.perbanas.ac.id/10644/</relation><title>Pengaruh Kualitas Layanan Elektronik terhadap Kepuasan Pelanggan, Kebahagiaan Pelanggan, Niat Beli Ulang pada Pelanggan Aplikasi Tokopedia</title><creator>Windarsari, Gadis Dwi Ana</creator><subject>658.8 - MANAGEMENT OF MARKETING</subject><description>Researchers want to examine how involved Tokopedia application users are towards customer satisfaction, customer happiness and repurchase intention at Tokopedia. This study aims to analyze the significance of the effect, namely to analyze the effect of overall electronic service quality on customer satisfaction in the Tokopedia application users, to analyze the effect of customer satisfaction on customer happiness in the Tokopedia application users, and to analyze the effect of customer satisfaction on repurchase intention to Tokopedia application users. This type of research when viewed from the method of analysis, this research is included in survey research, by collecting data through questionnaires distributed to respondents via Google Form online. To measure the research instrument used a six-point Likert scale. This study used a sample of 200 respondents. The results of data processing from researchers show that electronic service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on customer happiness, and customer satisfaction has a positive effect on repurchase intentions of Tokopedia application customers in Surabaya and its surroundings.
Keywords: Tokopedia application, purchase intention, satisfaction, service quality.</description><date>2023</date><type>Thesis:Thesis</type><type>PeerReview:NonPeerReviewed</type><type>Book:Book</type><language>eng</language><identifier>http://eprints.perbanas.ac.id/10644/9/ARTIKEL%20ILMIAH.pdf</identifier><type>Book:Book</type><language>eng</language><identifier>http://eprints.perbanas.ac.id/10644/10/COVER.pdf</identifier><type>Book:Book</type><language>eng</language><identifier>http://eprints.perbanas.ac.id/10644/3/BAB%20I.pdf</identifier><type>Book:Book</type><language>eng</language><identifier>http://eprints.perbanas.ac.id/10644/4/BAB%20II.pdf</identifier><type>Book:Book</type><language>eng</language><identifier>http://eprints.perbanas.ac.id/10644/5/BAB%20III.pdf</identifier><type>Book:Book</type><language>eng</language><identifier>http://eprints.perbanas.ac.id/10644/6/BAB%20IV.pdf</identifier><type>Book:Book</type><language>eng</language><identifier>http://eprints.perbanas.ac.id/10644/51/BAB%20V.pdf</identifier><type>Book:Book</type><language>eng</language><identifier>http://eprints.perbanas.ac.id/10644/8/LAMPIRAN.pdf</identifier><identifier> Windarsari, Gadis Dwi Ana (2023) Pengaruh Kualitas Layanan Elektronik terhadap Kepuasan Pelanggan, Kebahagiaan Pelanggan, Niat Beli Ulang pada Pelanggan Aplikasi Tokopedia. Undergraduate thesis, Universitas Hayam Wuruk Perbanas Surabaya. </identifier><recordID>10644</recordID></dc>
|
| language |
eng |
| format |
Thesis:Thesis Thesis PeerReview:NonPeerReviewed PeerReview Book:Book Book |
| author |
Windarsari, Gadis Dwi Ana |
| title |
Pengaruh Kualitas Layanan Elektronik terhadap Kepuasan Pelanggan, Kebahagiaan Pelanggan, Niat Beli Ulang pada Pelanggan Aplikasi Tokopedia |
| publishDate |
2023 |
| topic |
658.8 - MANAGEMENT OF MARKETING |
| url |
http://eprints.perbanas.ac.id/10644/9/ARTIKEL%20ILMIAH.pdf http://eprints.perbanas.ac.id/10644/10/COVER.pdf http://eprints.perbanas.ac.id/10644/3/BAB%20I.pdf http://eprints.perbanas.ac.id/10644/4/BAB%20II.pdf http://eprints.perbanas.ac.id/10644/5/BAB%20III.pdf http://eprints.perbanas.ac.id/10644/6/BAB%20IV.pdf http://eprints.perbanas.ac.id/10644/51/BAB%20V.pdf http://eprints.perbanas.ac.id/10644/8/LAMPIRAN.pdf http://eprints.perbanas.ac.id/10644/ |
| contents |
Researchers want to examine how involved Tokopedia application users are towards customer satisfaction, customer happiness and repurchase intention at Tokopedia. This study aims to analyze the significance of the effect, namely to analyze the effect of overall electronic service quality on customer satisfaction in the Tokopedia application users, to analyze the effect of customer satisfaction on customer happiness in the Tokopedia application users, and to analyze the effect of customer satisfaction on repurchase intention to Tokopedia application users. This type of research when viewed from the method of analysis, this research is included in survey research, by collecting data through questionnaires distributed to respondents via Google Form online. To measure the research instrument used a six-point Likert scale. This study used a sample of 200 respondents. The results of data processing from researchers show that electronic service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on customer happiness, and customer satisfaction has a positive effect on repurchase intentions of Tokopedia application customers in Surabaya and its surroundings.
Keywords: Tokopedia application, purchase intention, satisfaction, service quality. |
| id |
IOS3648.10644 |
| institution |
Universitas Hayam Wuruk Perbanas |
| institution_id |
614 |
| institution_type |
library:university library |
| library |
Perpustakaan Universitas Hayam Wuruk Perbanas |
| library_id |
675 |
| collection |
Perbanas Institutional Repository |
| repository_id |
3648 |
| subject_area |
Banks/Bank, Perbankan Business/Bisnis Accounting/Akuntansi Financial Economics, Finance/Ekonomi Keuangan dan Finansial, Ekonomi Biaya dan Pembiayaan |
| city |
KOTA SURABAYA |
| province |
JAWA TIMUR |
| repoId |
IOS3648 |
| first_indexed |
2023-07-12T10:53:52Z |
| last_indexed |
2023-07-12T10:53:52Z |
| recordtype |
dc |
| _version_ |
1771219426743418880 |
| score |
17.610285 |