Angellina Putri, Levia (2024) PERAN E-TRUST DAN E-SATISFACTION DALAM MEMEDIASI HUBUNGAN ANTARA E-SERVICE QUALITY DENGAN E-LOYALTY (Studi Pada Pengguna E-Commerce Tokopedia di Kota Tangerang). S1 thesis, Universitas Sultan Ageng Tirtayasa.
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Abstract
This study aims to determine the role of e-trust and e-satisfaction in mediating the relationship between e-service quality and e-loyalty in Tokopedia e-commerce users in Tangerang City. This research uses quantitative methods with a descriptive approach. The population in this study were Tokopedia e-commerce users who live in Tangerang City. The sample in this study amounted to 105 respondents with purposive sampling. The data analysis method used is Structural Equation Modeling (SEM) with the SmartPLS 4.0 analysis tool. The results of this study indicate that: (1) E-Service Quality has a positive and significant effect on E- Loyalty. (2) E-Service Quality has a positive and significant effect on E-Trust. (3) E-Service Quality has a positive and significant effect on E-Satisfaction. (4) E-Trust has a positive but not significant effect on E-Loyalty. (5) E-Satisfaction has a positive and significant effect on E-Loyalty. (6) E-Trust is unable to mediate the relationship between E-Service Quality and E-Loyalty. (7) E-Satisfaction is able to mediate the relationship between E-Service Quality and E-Loyalty.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini bertujuan untuk mengetahui peran e-trust dan e-satisfaction dalam memediasi hubungan antara e-service quality dengan e-loyalty pada pengguna e- commerce Tokopedia di Kota Tangerang. Penelitian ini menggunakan metode kuantitatif dengan pendekatan deskriptif. Populasi dalam penelitian ini adalah pengguna e-commerce Tokopedia yang berdomisili di Kota Tangerang. Sampel dalam penelitian ini berjumlah 105 responden dengan penarikan purposive sampling. Metode analisis data yang digunakan adalah Structural Equation Modelling (SEM) dengan alat analisis SmartPLS 4.0. Hasil penelitian ini menunjukkan bahwa: (1) E-Service Quality berpengaruh positif dan signifikan terhadap E-Loyalty. (2) E-Service Quality berpengaruh positif dan signifikan terhadap E-Trust. (3) E-Service Quality berpengaruh positif dan signifikan terhadap E-Satisfaction. (4) E-Trust berpengaruh positif namun tidak signifikan terhadap E- Loyalty. (5) E-Satisfaction berpengaruh positif dan signifikan terhadap E-Loyalty. (6) E-Trust tidak mampu memediasi hubungan antara E-Service Quality dengan E- Loyalty. (7) E-Satisfaction mampu memediasi hubungan antara E-Service Quality dengan E-Loyalty. | |||||||||
| Uncontrolled Keywords: | E-Service Quality, E-Trust, E-Satisfaction, E-Loyalty E-Service Quality, E-Trust, E-Satisfaction, E-Loyalty | |||||||||
| Subjects: | Communication > Science Journalism | |||||||||
| Divisions: | 05-Fakultas Ekonomi dan Bisnis > 61201-Program Sarjana Manajemen 05-Fakultas Ekonomi dan Bisnis |
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| Depositing User: | Levia Angellina Putri Riadi | |||||||||
| Date Deposited: | 13 Dec 2024 15:16 | |||||||||
| Last Modified: | 03 Jan 2025 12:03 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/44496 |
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