PENGARUH E-SERVICE QUALITY TERHADAP REPURCHASE INTENTION PADA PELANGGAN SHOPEEFOOD DI PT SHOPEE INTERNATIONAL INDONESIA: Survei Terhadap Followers Instagram @shopeefood_id

Danis Pasha Khairunnisa, - (2024) PENGARUH E-SERVICE QUALITY TERHADAP REPURCHASE INTENTION PADA PELANGGAN SHOPEEFOOD DI PT SHOPEE INTERNATIONAL INDONESIA: Survei Terhadap Followers Instagram @shopeefood_id. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Era globalisasi telah mengubah pola hidup dari offline ke online dalam banyak aktivitas, yang tentunya tidak bisa dipisahkan dari penggunaan teknologi digital yang menjadi kebutuhan pokok setiap orang. Dalam transformasi digital ini, manusia dituntut untuk mengikuti gaya hidup modern dengan menggunakan produk dan layanan yang praktis dan efisien, seperti layanan pemesanan makanan secara online. Shopee adalah platform yang menyediakan berbagai layanan, salah satunya adalah ShopeeFood, yang memudahkan proses pemesanan dan pengiriman makanan melalui aplikasi mobile. ShopeeFood bekerja sama dengan berbagai restoran di sekitar pelanggan yang terdaftar sebagai mitra.Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan elektronik (E-service quality) terhadap niat pembelian ulang (repurchase intention). Pendekatan yang digunakan adalah kuantitatif, dengan jenis penelitian deskriptif dan verifikatif menggunakan metode explanatory survey melalui form survey. Desain penelitian yang digunakan adalah desain kausal. Data primer dikumpulkan melalui penyebaran kuesioner kepada responden serta wawancara kepada 15 responden, sementara data sekunder diperoleh dari studi pustaka seperti buku, internet, jurnal, makalah, artikel, dan sumber lainnya. Pengambilan sampel dilakukan dengan metode non-probability sampling, khususnya purposive sampling, dengan populasi dan sampel adalah followers akun Instagram @shopeefood_id. Teknik analisis data yang digunakan adalah analisis regresi sederhana. Hasil penelitian ini mengatakan bahwa teradapat pengaruh antara e-service quality terhadap repurchase intention dengan nilai r square sebesar 60,7%. Harapannya hasil penelitian ini diharapkan dapat memberikan kontribusi terhadap peningkatan layanan ShopeeFood dan meningkatkan persentase penjualan fitur ShopeeFood. The era of globalization has changed the pattern of life from offline to online in many activities, which of course cannot be separated from the use of digital technology which has become a basic need for everyone. In this digital transformation, humans are required to follow a modern lifestyle by using practical and efficient products and services, such as online food ordering services. Shopee is a platform that provides various services, one of which is ShopeeFood, which facilitates the process of ordering and delivering food through a mobile application. ShopeeFood collaborates with various restaurants around customers who are registered as partners. This study aims to analyze the effect of E-service quality on repurchase intention. The approach used is quantitative, with descriptive and verification type of research using explanatory survey method through survey form. The research design used is a causal design. Primary data was collected through distributing questionnaires to respondents and interviews to 15 respondents, while secondary data was obtained from literature studies such as books, internet, journals, papers, articles, and other sources. Sampling was carried out by non-probability sampling method, specifically purposive sampling, with the population and sample being followers of the @shopeefood_id Instagram account. The data analysis technique used is simple regression analysis. The results of this study say that there is an influence between e-service quality on repurchase intention with an r square value of 60.7%. It is hoped that the results of this study are expected to contribute to improving ShopeeFood services and increasing the percentage of sales of ShopeeFood features.

Item Type: Thesis (S1)
Additional Information: https://scholar.google.com/citations?hl=id&user=VN0FtlwAAAAJ&authuser=1&scilu=&scisig=AJY4_hMAAAAAZvLb04S3xMiHaNSXNWg7lYW1u78&gmla=ALUCkoWyGDKKdV2Cuz8cFA8KzOpIcuT1oXohmA0iJknwNR6E2YSkO4CH60Pws1KsDH80mHi9JuRLQP_bauSq4xP5wnNv2n2Til2E9-r9w3HwhOsSh3oFECjmFCqjTQ&sciund=10741228897041327707 ID SINTA Dosen Pembimbing Ayu Krishna Yuliawati: 5977407 Arief Budiman: 5992927
Uncontrolled Keywords: E-service quality, repurchase intention, kualitas layanan, pelanggan ShopeeFood, pesan-antar makanan E-service quality, repurchase intention, service quality, ShopeeFood customers, online food delivery
Subjects: H Social Sciences > HF Commerce
Divisions: Fakultas Pendidikan Ekonomi dan Bisnis > Manajemen (non kependidikan)
Depositing User: Danis Pasha Khairunnisa
Date Deposited: 27 Sep 2024 08:07
Last Modified: 27 Sep 2024 08:07
URI: http://repository.upi.edu/id/eprint/126301

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