Pengaruh E-Service Quality terhadap E-Loyalty dengan E-Satisfaction sebagai Variabel Mediasi (Survei pada Nasabah Sekuritas Online Trading di Indonesia)

Rihanil Jannah Edi, - (2022) Pengaruh E-Service Quality terhadap E-Loyalty dengan E-Satisfaction sebagai Variabel Mediasi (Survei pada Nasabah Sekuritas Online Trading di Indonesia). S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Rihanil Jannah Edi (1705502), “Pengaruh E-Service Quality terhadap E-Loyalty dengan E-Satisfaction sebagai Variabel Mediasi (Survei pada Nasabah Sekuritas Online Trading di Indonesia)”. Dibawah bimbingan Prof. Dr. Hj. Ratih Hurriyati, M.P. dan Dr. Dita Amanah, MBA. Tujuan dari penelitian ini adalah menganalisis pengaruh serta gambaran dari eservice quality terhadap e-loyalty dengan e-satisfaction sebagai variabel mediasi pada nasabah sekuritas online trading di Indonesia. Penelitian ini menggunakan pendekatan kuantitatif dengan metode deskriptif dan verifikatif. Sampel penelitian berjumlah 240 responden yang merupakan nasabaah sekuritas online trading. Teknik analisis yang digunakan yaitu analisis Structure Equation Model (SEM). Berdasarkan pengolahan data, hasil penelitian ini menunjukan bahwa gambaran pada e-service quality, e-satisfaction, dan e-loyalty berada pada kategori baik. Eservice quality berpengaruh langsung dan signifikan terhadap e-satisfaction, esatisfaction berpengaruh langsung dan signifikan dengan e-loyalty, serta e-service quality tidak berpengaruh secara langsung terhadap e-loyalty. Hasil temuan tersebut dapat diketahui bahwa penerapan e-service quality yang baik dengan melalui esatisfaction akan memberikan pengaruh terhadap e-loyalty pada nasabah sekuritas online trading di Indonesia. Sekuritas online trading dengan biaya transaksi yang telah ditetapkan perlu lebih meningkatkan fitur-fitur yang dapat memenuhi keinginan serta kebutuhan nasabah dalam mengakses pada website serta aplikasinya seperti rekomendasi saham, face.id ketika login, dan kanal pengetahuan untuk mempermudah nasabah pemula sehingga memberikan kepuasan selama bertransaksi dan menciptakan loyalitas nasabah pada sekuritas online trading. Kata kunci: E-Service Quality, E-Satisfaction, E-Loyalty Rihanil Jannah Edi (1705502), “The Effect of E-Service Quality on E-Loyalty with E-Satisfaction as a Mediation Variable (Survey on Online Trading Securities Customers in Indonesia)”. Under guidance of Prof. Dr. Hj. Ratih Hurriyati, M.P. dan Dr. Dita Amanah, MBA. The purpose of this study is to analyze the influence and picture of e-service quality on e-loyalty with e-satisfaction as a mediation variable for online trading securities customers in Indonesia. This research uses a quantitative approach with descriptive and verifiable methods. The study sample numbered 240 respondents who were online trading securities. The analysis technique used is the Structure Equation Model (SEM) analysis. Based on data processing, the results of this study show that the picture of e-service quality, e-satisfaction, and e-loyalty is in the good category. E-service quality has a direct and significant effect on e-satisfaction, e-satisfaction has a direct and significant effect on e-loyalty, and e-service quality does not have a direct effect on e-loyalty. The findings can be seen that the implementation of good e-service quality through e-satisfaction will have an influence on e-loyalty to online trading securities customers in Indonesia. Online securities trading predetermined transaction fees needs to further improve features that can meet the wishes and needs of customers in accessing the website and applications such as stock recommendations, face. Id when logging in, and knowledge channels to make it easier for the novice customers to provide satisfaction during transactions and create customer loyalty to online securities trading. Keyword: E-Service Quality, E-Satisfaction, E-Loyalty

Item Type: Thesis (S1)
Additional Information: ID SINTA Dosen Pembimbing : Ratih Hurriyati : 5984336 Dita Amanah : 5976422
Uncontrolled Keywords: E-Service Quality, E-Satisfaction, E-Loyalty
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: Rihanil Jannah Edi
Date Deposited: 16 Sep 2022 04:34
Last Modified: 16 Sep 2022 04:34
URI: http://repository.upi.edu/id/eprint/80594

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