DAMPAK KEGAGALAN LAYANAN TERHADAP MINAT BELI ULANG DAN KEPUASAN PELANGGAN SHOPEE XPRESS BANDUNG RAYA

    Azbi Ziesha Saprudin, - and Mumu Komaro, - and Aulia Zikri Rahman, - (2025) DAMPAK KEGAGALAN LAYANAN TERHADAP MINAT BELI ULANG DAN KEPUASAN PELANGGAN SHOPEE XPRESS BANDUNG RAYA. S1 thesis, Universitas Pendidikan Indonesia.

    Abstract

    Penelitian ini bertujuan untuk menganalisis pengaruh kegagalan layanan dan pemulihan layanan terhadap kepuasan pelanggan dan minat beli ulang pengguna Shopee Xpress di wilayah Bandung Raya. Menggunakan metode kuantitatif dengan pendekatan PLS-SEM melalui SmartPLS, data diperoleh dari 150 responden yang aktif menggunakan layanan. Hasil menunjukkan bahwa kegagalan layanan dan pemulihan layanan memiliki pengaruh signifikan terhadap kepuasan pelanggan, namun tidak berpengaruh langsung terhadap minat beli ulang. Kepuasan pelanggan terbukti berpengaruh kuat dan signifikan terhadap minat beli ulang, serta memediasi hubungan antara variabel kegagalan dan pemulihan layanan terhadap minat beli ulang. Temuan ini menekankan pentingnya peningkatan kualitas layanan dan strategi pemulihan yang responsif untuk membangun loyalitas pelanggan dalam industri logistik e-commerce yang kompetitif di Indonesia. This study aims to analyze the effects of service failure and service recovery on customer satisfaction and repurchase intention among Shopee Xpress users in the Greater Bandung area. Using a quantitative approach with PLS-SEM via SmartPLS, data were collected from 150 active users. Results show that both service failure and service recovery significantly affect customer satisfaction but do not directly influence repurchase intention. Customer satisfaction has a strong and significant effect on repurchase intention and mediates the relationship between service failure and recovery toward repurchase behavior. These findings highlight the importance of service quality improvement and responsive recovery strategies to build customer loyalty in Indonesia’s competitive e-commerce logistics sector.

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    Official URL: https://repository.upi.edu
    Item Type: Thesis (S1)
    Additional Information: https://scholar.google.com/citations?hl=en ID SINTA Dosen Pembimbing: Mumu Komaro: 5993878 Aulia Zikri Rahman: 6745855
    Uncontrolled Keywords: Kegagalan layanan, Pemulihan layanan, Kepuasan pelanggan, Minat beli ulang, Shopee Xpress Service failure, Service recovery, Customer satisfaction, Repurchase intention, Shopee Xpress
    Subjects: L Education > L Education (General)
    T Technology > T Technology (General)
    Divisions: Fakultas Pendidikan Teknik dan Industri > Teknik Logistik - S1
    Depositing User: Azbi Ziesha Saprudin
    Date Deposited: 06 Oct 2025 05:47
    Last Modified: 06 Oct 2025 05:47
    URI: http://repository.upi.edu/id/eprint/142223

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