eprintid: 142192 rev_number: 20 eprint_status: archive userid: 219901 dir: disk0/00/14/21/92 datestamp: 2025-10-07 01:35:27 lastmod: 2025-10-07 01:35:27 status_changed: 2025-10-07 01:35:27 type: thesis metadata_visibility: show creators_name: Rafifa Zahra Kinanti, - creators_name: Purnawan, - creators_name: Pebi Yuda Pratama, - creators_nim: NIM2104215 creators_nim: NIDN0011117303 creators_nim: NIDN0002029205 creators_id: rafifazk@upi.edu creators_id: purnawan@upi.edu creators_id: pebi_yuda@upi.edu contributors_type: http://www.loc.gov/loc.terms/relators/THS contributors_type: http://www.loc.gov/loc.terms/relators/THS contributors_name: Purnawan, - contributors_name: Pebi Yuda Pratama, - contributors_nidn: NIDN0011117303 contributors_nidn: NIDN0002029205 contributors_id: purnawan@upi.edu contributors_id: pebi_yuda@upi.edu title: ANALISIS PENGARUH WAKTU, KECEPATAN, DAN TRANSPARANSI PROSES RETUR TERHADAP KEPUASAN PELANGGAN DI E-COMMERCE BLIBLI ispublished: pub subjects: HF subjects: L1 divisions: TLog_S1 full_text_status: restricted keywords: e-commerce, faktor pengaruh, kepuasan pelanggan, retur. customer satisfaction, e-commerce, influence factor, return. note: https://scholar.google.com/citations?hl=en&user=oZHr5vIAAAAJ ID SINTA Dosen Pembimbing: Purnawan: 5976918 Pebi Yuda Pratama: 6745867 abstract: Perkembangan era digital yang terus berkembang, pengalaman pelanggan menjadi salah satu kunci utama dalam membangun loyalitas, terutama pada layanan e-commerce. Salah satu aspek dalam menciptakan kepuasan tersebut adalah efektivitas proses retur, yang sering kali menjadi penentu pengalaman berbelanja. Permasalahan penelitian berangkat dari meningkatnya jumlah pengguna e-commerce yang mulai memperhatikan pentingnya proses retur, terutama pada aspek waktu, kecepatan, dan transparansi yang berdampak pada kepuasan dan loyalitas pelanggan. Penelitian ini bertujuan untuk menganalisis pengaruh waktu, kecepatan, dan transparansi dalam proses retur terhadap kepuasan pelanggan di platform e-commerce Blibli. Metode penelitian ini kuantitatif desain survei kuesioner berbasis skala Likert. Sampel terdiri dari 100 responden pengguna aktif Blibli di Kota Bandung dan pernah melakukan retur produk minimal satu kali dalam satu tahun terakhir. Data yang diperoleh dianalisis menggunakan regresi linear berganda agar mengetahui hubungan pengaruh antar variabel. Hasil penelitian memperlihatkan bahwa secara bersama-sama, ketiga variabel independen berpengaruh signifikan terhadap kepuasan pelanggan. Namun secara parsial, variabel kecepatan tidak berpengaruh signifikan, sementara transparansi menjadi faktor paling dominan. Maka perbaikan pada aspek kejelasan prosedur, kecepatan pelayanan, dan ketepatan waktu retur dapat meningkatkan kepuasan pelanggan, serta mendorong pembelian ulang dan loyalitas terhadap e-commerce Blibli. In the evolving landscape of digital era, customer experience has become a key determinant of loyalty, particularly in e-commerce services. One crucial aspect in achieving customer satisfaction is the effectiveness of the return process, which often shapes the overall shopping experience. The issue addressed in this research arises from the increasing number of e-commerce users who have begun to prioritize the importance of the return process, especially in terms of time, speed, and transparency which significantly affect customer satisfaction and loyalty. This study aims to analyze the influence of time, speed, and transparency in the return process on customer satisfaction on the Blibli e-commerce platform. The research employed a quantitative method with a survey design using Likert-scale questionnaires. The sample consisted of 100 active Blibli users in Bandung who had returned a product at least once within the past year. The data were analyzed using multiple linear regression to examine the relationships and influence between variables. The results show that collectively, all three independent variables significantly affect customer satisfaction. However, partially, speed was not a significant factor, while transparency emerged as the most dominant influence. Therefore, improvements in return procedure clarity, service speed, and processing time can enhance customer satisfaction and foster repeat purchases and loyalty toward the Blibli e-commerce platform. date: 2025-07-24 date_type: published institution: Universitas Pendidikan Indonesia department: KODEPRODI63315#Teknik Logistik_S1 thesis_type: other thesis_name: other official_url: https://repository.upi.edu/ related_url_url: https://perpustakaan.upi.edu/ related_url_type: org citation: Rafifa Zahra Kinanti, - and Purnawan, - and Pebi Yuda Pratama, - (2025) ANALISIS PENGARUH WAKTU, KECEPATAN, DAN TRANSPARANSI PROSES RETUR TERHADAP KEPUASAN PELANGGAN DI E-COMMERCE BLIBLI. S1 thesis, Universitas Pendidikan Indonesia. document_url: http://repository.upi.edu/142192/1/S_TL_2104215_Title.pdf document_url: http://repository.upi.edu/142192/2/S_TL_2104215_Chapter1.pdf document_url: http://repository.upi.edu/142192/3/S_TL_2104215_Chapter2.pdf document_url: http://repository.upi.edu/142192/4/S_TL_2104215_Chapter3.pdf document_url: http://repository.upi.edu/142192/5/S_TL_2104215_Chapter4.pdf document_url: http://repository.upi.edu/142192/6/S_TL_2104215_Chapter5.pdf document_url: http://repository.upi.edu/142192/7/S_TL_2104215_Appendix.pdf