Pengaruh social media review dan channels availability terhadap customer satisfaction melalui service quality sebagai variabel intervening pada Tokopedia

Randika, Den Ayu (2018) Pengaruh social media review dan channels availability terhadap customer satisfaction melalui service quality sebagai variabel intervening pada Tokopedia. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh social media review dan channels availability terhadap service quality, service quality terhadap customer satisfaction, social media review dan channels availability terhadap customer satisfaction melalui service quality. Dalam penelitian ini, keempat variabel tersebut dianalisis menggunakan analisis SEM LISREL 9.30. Obyek penelitian ini adalah Tokopedia. Jumlah sampel yang digunakan dalam penelitian sebanyak 134 responden. Hasil penelitian menunjukkan bahwa model yang dibangun dapat memprediksi kepuasan konsumen secara terperinci hasil menjelaskan pada pengujian hipotesis pertama, social media review berpengaruh positif terhadap service quality. Selain itu hasil penelitian pada pengujian hipotesis kedua, menunjukkan bahwa channels availability berpengaruh positif terhadap service quality, hipotesis ketiga service quality berpengaruh positif terhadap customer satisfaction. Hasil penelitian pada pengujian hipotesis keempat menunjukkan bahwa social media review tidak berpengaruh positif terhadap customer satisfaction melalui service quality, dan hipotesis kelima menunjukkan bahwa channels availability berpengaruh positif terhadap customer satisfaction melalui service quality.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Social Media Review, Channels Availability, Service Quality, Customer Satisfaction
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Users 5343 not found.
Date Deposited: 02 Feb 2018 03:20
Last Modified: 02 Feb 2018 03:20
URI: http://repository.ukwms.ac.id/id/eprint/13860

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