Pengaruh Kualitas Layanan Elektronik terhadap Kepuasan Pelanggan, Kebahagiaan Pelanggan, Niat Beli Ulang pada Pelanggan Aplikasi Tokopedia
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Windarsari, Gadis Dwi Ana
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2023-05-15 08:18:45
Abstract :
Researchers want to examine how involved Tokopedia application users are towards customer satisfaction, customer happiness and repurchase intention at Tokopedia. This study aims to analyze the significance of the effect, namely to analyze the effect of overall electronic service quality on customer satisfaction in the Tokopedia application users, to analyze the effect of customer satisfaction on customer happiness in the Tokopedia application users, and to analyze the effect of customer satisfaction on repurchase intention to Tokopedia application users. This type of research when viewed from the method of analysis, this research is included in survey research, by collecting data through questionnaires distributed to respondents via Google Form online. To measure the research instrument used a six-point Likert scale. This study used a sample of 200 respondents. The results of data processing from researchers show that electronic service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on customer happiness, and customer satisfaction has a positive effect on repurchase intentions of Tokopedia application customers in Surabaya and its surroundings. Keywords: Tokopedia application, purchase intention, satisfaction, service quality.
Researchers want to examine how involved Tokopedia application users are towards customer satisfaction, customer happiness and repurchase intention at Tokopedia. This study aims to analyze the significance of the effect, namely to analyze the effect of overall electronic service quality on customer satisfaction in the Tokopedia application users, to analyze the effect of customer satisfaction on customer happiness in the Tokopedia application users, and to analyze the effect of customer satisfaction on repurchase intention to Tokopedia application users. This type of research when viewed from the method of analysis, this research is included in survey research, by collecting data through questionnaires distributed to respondents via Google Form online. To measure the research instrument used a six-point Likert scale. This study used a sample of 200 respondents. The results of data processing from researchers show that electronic service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on customer happiness, and customer satisfaction has a positive effect on repurchase intentions of Tokopedia application customers in Surabaya and its surroundings. Keywords: Tokopedia application, purchase intention, satisfaction, service quality.
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