SKRIPSI MBS

PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY MELALUI E-SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PELANGGAN SHOPEE DI KABUPATEN KARANGANYAR

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ABSTRACT

This research aims to determine the effect of e-service quality and e-trust on
e-loyalty through e-satisfaction as an intervening variable for Shopee customers in
Karanganyar Regency.
This research uses quantitative methodology. In this research, the population
is Shopee customers in Karanganyar Regency and have made transactions on
Shopee at least twice. The sampling technique uses a non-probability sampling
technique with a purposive sampling method with a sample of 100 people. The data
collection technique used was an online questionnaire via Google Form. The data
analysis technique used is SEM-PLS via the SmartPLS 4.1.0.1 application.
The results of this research show: (1) there is a positive and significant direct
influence of e-service quality on e-satisfaction; (2) there is a positive and significant
direct influence of e-trust on e-satisfaction; (3) there is a positive and significant
direct influence of e-service quality on e-loyalty; (4) there is a positive and
significant direct influence of e-trust on e-loyalty; (5) there is a positive and
significant direct effect of e-satisfaction on e-loyalty; (6) there is a positive and
significant indirect effect of e-service quality on e-loyalty through e-satisfaction as

an intervening variable; (7) there is a positive and significant indirect effect of e-
trust on e-loyalty through e-satisfaction as an intervening variable.

Keywords: E-service quality, E-trust, E-satisfaction, E-loyalty

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Informasi Detail

Judul Seri

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No. Panggil

2X6.3 ELY p 24

Penerbit

SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said., 2024

Deskripsi Fisik

21 cm, 143 Halaman

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

2X6.3

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

-

Subjek

Manajemen Bisnis Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

ELYSA IKA NUR HALIMAH

Versi lain/terkait

Lampiran Berkas

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