Martha Caroline Agatha Hasibuan, . (2025) ANALISIS PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-CUSTOMER LOYALTY MELALUI E-CUSTOMER SATISFACTION PADA KONSUMEN E-COMMERCE. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The growth of e-commerce in Indonesia, including Tokopedia, has created new challenges related to the quality of digital services and consumer trust electronically. Various user complaints regarding service reliability, transaction security, and problem handling demonstrates the importance of improving the quality of electronic services and strengthening trust in maintaining customer loyalty. This study aims to analyze the influence of e-service quality and e-trust on e-customer loyalty, with e-customer satisfaction as a mediating variable among Tokopedia consumers. The research method used a quantitative approach with a sample of 125 respondents and SEM-PLS analysis. The results showed that e-service quality and e-trust influenced e-customer satisfaction. In addition, e-service quality influenced e-customer loyalty, while e-trust did not directly influence e-customer loyalty. The e-customer satisfaction variable was proven to influence e-customer loyalty and mediate the relationship between e-service quality and e-trust on e-customer loyalty. These findings confirm that improving service quality and customer trust electronically are crucial factors in building e-customer satisfaction and e-customer loyalty among Tokopedia users.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 2210111071] [Pembimbing: Anastasia Bernadin Dwi Mardiatmi] [Penguji 1: Princhita Nabila Maram Pahlawan] [Ketua: Guntur Syahputra Saragih] |
| Uncontrolled Keywords: | E-Service Quality, E-Trust, E-Customer Loyalty, E-Customer Satisfaction, E-Commerce |
| Subjects: | H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory H Social Sciences > HF Commerce |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | MARTHA CAROLINE AGATHA HASIBUAN |
| Date Deposited: | 26 Mar 2026 07:41 |
| Last Modified: | 26 Mar 2026 07:41 |
| URI: | http://repository.upnvj.ac.id/id/eprint/41085 |
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