Skripsi S1

Pengaruh Perceived Value dan E-Service Quality terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening (Studi pada Pengguna Fitur Go-Food di Kecamatan Kebumen)

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Abstrak
Penelitian ini bertujuan untuk mengetahui pengaruh perceived value dan e-service quality terhadap customer loyalty melalui customer satisfaction sebagai variabel intervening. Populasi dalam penelitian ini adalah masyarakat di Kecamatan Kebumen yang pernah menggunakan layanan Go-Food. Sampel penelitian sebanyak 100 orang dengan metode accidentiial sampling. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif. Analisis data mengunakan analisis jalur dengan progam SPSS 25 dan sobel test. Hasil penelitian ini menunjukan bahwa perceived value dan e-service quality berpengaruh terhadap customer satisfactions. Selanjutnya perceived value tidak berpengaruh terhadap customer loyalty, sedangkan e-service quality dan customer satisfaction berpengaruh dan signifikan terhadap customer loyalty. Serta customer satisfaction dapat memediasi antara variabel perceived value dan e-service quality terhadap customer loyalty.
Kata kunci: perceived value, e-service quality, customer satisfaction, customer loyalty
Abstract
This study aims to determine the effect of perceived value and e-service quality on customer loyalty through customer satisfaction as an intervening variable. The population in this study are people in Kebumen District who have used Go-Food services. The research sample was 100 people with accidentiial sampling method. The method used in this research is quantitative method. Data analysis used path analysis with the SPSS 25 program and the sobel test. The results of this study indicate that perceived value and e-service quality have an effect on customer satisfactions. Furthermore, perceived value has no effect on customer loyalty, while e-service quality and customer satisfaction have a significant and significant effect on customer loyalty. And customer satisfaction can mediate between perceived value and e-service quality variables on customer loyalty.
Keywords: perceived value, e-service quality, customer satisfaction, customer loyalty.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.81 Ani p c.

Penerbit

Kebumen : STIE Putra Bangsa., 2020

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

658.81

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

Anissa Aprelita

Versi lain/terkait

Lampiran Berkas

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