Skripsi S1

Pengaruh E-Service Quality Dan Website Quality Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Intervening

---

Penelitian ini dilakukan berdasarkan fenomena, dan didukung jurnal yang ada, sehingga peneliti
tertarik melakukan penelitian tentang pengaruh e-service quality dan website quality terhadap repurchase
intention dengan customer satisfaction sebagai variabel intervening. Tujuan penelitian ini adalah menganalisis
dan menjelaskan pengaruh antara variabel independen, variabel intervening dan variabel dependen.
Populasi penelitian ini yaitu konsumen toko online Lazada di kecamatan kebumen yang pernah
berbelanja menggunakan website. Sampel dalam penelitian ini sebanyak 100 orang. Teknik pengambilan sampel
yang digunakan adalah purposive sampling. Metode pengumpulan data dengan kuesioner. Sikap responden
diukur dengan skala likert 4 tingkatan dan data yang diperoleh diolah dengan analisis SPSS (Statistical Product
and Service Solution) for windows versi 24.0. Analisis data menggunakan analisis deskriptif, dan analisis statistik
(analisis jalur).
Hasil penelitian menunjukkan bahwa terdapat pengaruh signifikan antara variabel e-service quality
terhadap customer satisfaction, selanjutnya website quality berpengaruh signifikan terhadap customer
satisfaction, e-service quality tidak berpengaruh terhadap repurchase intention, website quality berpengaruh
signifikan terhadap repurchase intention, serta customer satisfaction berpengaruh signifikan terhadap repurchase
intention.
Kata Kunci: E-Service Quality, Website Quality, Customer Satisfaction, Repurchase Intention.
Abstract
This Research is based on phenomena and supported by existing journals, so researchers are interested
in conducting research on the effect of e-service quality and website quality on repurchase intention with
customer satisfaction as an intervening variable. The purpose of this research is to analyze and explain the
influence between independent variables, intervening variables and dependent variables.
The population of this consumers online store Lazada in kebumen sub-district who have shopped using a
website. Samples in this study were 100 people. This sampling technique used was purposive sampling.
Methods of collecting data with a questionnaire. Respondents’ attitudes were measured by a 4 likert scale and
the obtained was processed by SPSS analysis(Statistical Product and Service Solution) for windows versi
24.0. Data analysis used descriptive analysis and statistical analysis (path analysis).
The results showed that there was a significan effect between the variable e-service quality on
customer satisfaction, then website quality had a significant effect on customer satisfaction, e-service quality had
no effect on repurchase intention, website quality had a significant effect on repurchase intention, and customer
satisfaction had a significant effect on repurchase intention.
Keywords : E-Service Quality, Website Quality, Customer satisfaction, Repurchase Intention.

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

658.81 Izm p c.

Penerbit

Kebumen : STIE Putra Bangsa., 2019

Deskripsi Fisik

-

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

658.81

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

-

Info Detail Spesifik

-

Pernyataan Tanggungjawab

Izma Qunita

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar