PENGARUH KUALITAS LAYANAN ELEKTRONIK, KUALITAS INFORMASI, DAN HARGA TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN

Azrina Zahra Fabianti, . (2024) PENGARUH KUALITAS LAYANAN ELEKTRONIK, KUALITAS INFORMASI, DAN HARGA TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Declining consumer loyalty is a major challenge in Indonesia's e-commerce industry, characterized by switching user preferences between platforms. Despite Shopee's user dominance, complaints related to e-service quality, information quality, and pricing indicate potential consumer dissatisfaction. This phenomenon is exacerbated by digital era consumers who tend to easily switch platforms or are now called zero consumers, one of which is zero loyalty. This study aims to analyze the effect of electronic service quality, information quality, and price on consumer loyalty, both directly and through customer satisfaction. The research uses quantitative methods with primary data collected from 163 Shopee users in the DKI Jakarta area. The sampling technique used purposive sampling method, with data collected through an online questionnaire using Google Form which was distributed via social media. The results showed that price has a significant effect on consumer loyalty, while information quality and electronic service quality have no direct effect on consumer loyalty. However, indirectly, e-service quality, information quality, and price affect customer loyalty through customer satisfaction.

Item Type:	Thesis (Skripsi)
Additional Information:	[No. Panggil: 2110111022] [Pembimbing: Miguna Astuti] [Penguji 1: Supriyono] [Penguji 2: Dienni Ruhjatini Sholihah]
Uncontrolled Keywords:	E-Service Quality, Information Quality, Price, Customer Satisfaction, Customer Loyalty
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HF Commerce
Divisions:	Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User:	AZRINA ZAHRA FABIANTI
Date Deposited:	17 Jan 2025 04:07
Last Modified:	17 Jan 2025 04:07
URI:	http://repository.upnvj.ac.id/id/eprint/34656

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