Skripsi S1

Pengaruh Perceived Value dan E-Service Quality Terhadap Switching Cost dan Customer Loyalty (Studi Pada Pengguna Tokopedia Kebumen)

---

Abstrak
Tujuan penelitian ini adalah untuk mengetahui pengaruh perceived value dan e-service quality terhadap switching cost dan customer loyalty. Sampel penelitian ini yaitu pengguna Tokopedia yang telah melakukan transaksi minimal 1 kali dalam satu bulan terakhir di Kebumen sebanyak 100 responden. Teknik pengambilan sampel menggunakan teknik nonprobability sampling, yaitu purposive sampling. Metode pengambilan data menggunakan kuesioner, studi pustaka dan wawancara. Analisis data yang digunakan yaitu uji instrument validitas dan reliabilitas, uji asumsi klasik, uji hipotesis dan analisis jalur dengan menggunakan program SPSS 22 for windows. Hasil penelitian ini menunjukkan bahwa semua item setiap variabel valid dan reliable. Kedua model struktural memenuhi kriteria uji asumsi klasik dengan tidak tidak terdapat multikolonieritas, heterokedastisitas, dan memenuhi asumsi normalitas. Berdasarkan hasil uji t menunjukan bahwa variabel perceived value dan e-service quality berpengaruh signifikan terhadap switching cost, perceived value tidak berpengaruh terhadap customer loyalty, e-service quality berpengaruh signifikan terhadap customer loyalty, switching cost berpengaruh signifkan terhada customer loyalty.
Kata kunci: perceived value, e-service quality, switching cost, dan customer loyalty
Abstract
The purpose of this study was to determine the effect of perceived value and e-service quality on switching costs and customer loyalty. The sample of this study is Tokopedia users who have made at least 1 transaction in the past month in Kebumen totaling 100 respondents. The sampling technique uses nonprobability sampling technique, namely purposive sampling. Methods of data collection using questionnaires, literature studies and interviews. Analysis of the data used is the instrument validity and reliability test, the classic assumption test, hypothesis testing and path analysis using the SPSS 22 program for windows. The results of this study indicate that all items of each variable are valid and reliable. Both structural models meet the classic assumption test criteria with no multicollinearity, heterokedasticity, and normality assumptions. Based on the results of the t test showed that the variable perceived value and e-service quality significantly influence the switching cost, perceived value does not affect customer loyalty, e-service quality has a significant effect on customer loyalty, switching cost has a significant effect on customer loyalty.
Keywords: perceived value, e-service quality, switching cost, and customer loyalty

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

658.81 Aju 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

Ajun Baroroh

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar