PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY (Survei terhadap Pengguna Aplikasi Blibli.com)

Wiwi Agustina Sitanggang, - (2020) PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY (Survei terhadap Pengguna Aplikasi Blibli.com). S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Teknologi dan informasi telah berkembang pesat. Salah satunya adalah internet yang sukses membawa perubahan pada masyarakat dalam berbagai aspek dalam kehidupan sehari-hari. Proses jual-beli yang dulunya mengharuskan untuk bertatap muka, sekarang hanya menjadi sebatas klik di gawai yang terintegrasi dengan teknologi internet. E-commerce merupakan kegiatan melakukan transaksi bisnis secara online melalui media internet dan perangkat-perangkat yang terintregasi dengan internet. Solusi utama yang harus dilakukan perusahaan adalah dengan meningkatkan pelayanan terhadap pelanggan dan memperhatikan ulasan terhadap perusahaan. Jenis penelitian yang digunakan adalah deskriptif verifikatif, dan metode yang digunakan adalah metode survei dengan teknik simple random sampling dengan jumlah sampel 200 responden. Hasil menggunakan metode penelitian analisis jalur (path) mengungkapkan bahwa e-service quality memiliki pengaruh positif terhadap e-loyalty pada pengguna aplikasi Blibli.com. Hal ini menunjukkan e-service quality sebagai pemicu yang cukup baik secara simultan terhadap e-loyalty. Semakin baik e-service quality, semakin baik pula e-loyalty pada pengguna aplikasi Blibli.com. Untuk meningkatkan e-loyalty, pihak perusahaan perlu meningkatkan pelayanan Efficiency, Fulfillment, System Availability, dan Privacy. E-service quality dan e-loyalty sebagai variabel yang berpengaruh dominan harus tetap dapat dikendalikan secara langsung oleh perusahaan. Technology and information have developed rapidly. One of them is a successful internet that brings changes to society in various aspects of daily life. The buying and selling process which used to require face-to-face meeting, now only becomes limited to clicks on gadgets that are integrated with internet technology. E-commerce is an activity of conducting business transactions online through internet media and devices integrated with the internet. The main solution that companies must do is to improve customer service and pay attention to company reviews. This study aims to determine the level of e-service quality in Blibli.com application users and to know the level of e-loyalty on Blibli.com application users and to find findings of the influence of e-service quality on e-loyalty levels on Blibli.com application users .The type of research used is descriptive and verification. The method used is explanatory survey with quota sampling technique and a total sample of 200 respondents. The results of the study using path analysis revealed that e-service quality had a positive influence on e-loyalty in Blibli.com application users. This indicates e-service quality as a good trigger for e-loyalty. The better the quality of e-service quality, the better the e-loyalty of Blibli.com application users. For the effort to improve e-loyalty, the company must always improve their Efficiency, Fulfillment, System Availability, and Privacy services. E-service quality and e-loyalty as the dominant influential variable must still be directly controlled by the company. In an effort to increase customer loyalty, companies must always increase customer satisfaction and trust in the company through e-service quality.

Item Type:	Thesis (S1)
Additional Information:	No Panggil : S MBS WIW p-2020; NIM :1507220
Uncontrolled Keywords:	E-Commerce, E-Service Quality, E-Loyalty, Blibli.com.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management L Education > L Education (General)
Divisions:	Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Manajemen Bisnis
Depositing User:	Wiwi Agustina Sitanggang
Date Deposited:	22 Sep 2020 06:31
Last Modified:	22 Sep 2020 06:31
URI:	http://repository.upi.edu/id/eprint/54042

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