Sanny, Wachlia Muthia (1552246) (2019) Analisa Pengalaman Berbelanja Terhadap Kepuasan Pelanggan Bisnis Online (studi kasus Bisnis Online Shopee). Undergraduate thesis, Universitas Kristen Maranatha.
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Abstract
Perkembangan teknologi turut serta mempengaruhi gaya hidup masyarakat Indonesia melalui perilaku berbelanja online. Berbelanja online melalui aplikasi/ platform bisnis ritel online mulai banyak digunakan oleh masyarakat dalam berbelanja berbagai kebutuhan, mulai dari customer’s goods, electronic goods hingga buku bahkan pakaian. Penelitian ini dilakukan untuk menguji pengalaman berbelanja terhadap kepuasan pelanggan online shop Shopee dengan sub variabel pengujian Effort Expectancy, Performance Expectancy, Self Efficacy dan Trust. Pengumpulan data dilakukan menggunakan kuesioner. Terhadap 190 sampel Mahasiswa/i Manajemen Universitas Kristen Maranatha. Dari ke empat sub variabel yang dilakukan pengujian secara partial hanya variabel Self Efficacy yang tidak berpengaruh terhadap kepuasan pelanggan. Hasil pengujian secara simultan menunjukkan Effort Expectancy, Performance Expectancy, Self-Efficacy dan Trust berpengaruh sebesar 53,3% terhadap kepuasan pelanggan.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | Pengalaman, Effort Expectancy, Performance Expectancy, Self Efficacy Trust, Kepuasan Pelanggan |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Faculty of Economics > 52 Management Department |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 03 May 2019 07:22 |
| Last Modified: | 03 May 2019 07:22 |
| URI: | http://repository.maranatha.edu/id/eprint/26534 |
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