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Analisis pengaruh kepuasan layanan website terhadap loyalitas pelanggan e-commerce Blibli.com = Analysis of the effect of website service satisfaction on Blibli.com e-commerce customer loyalty

Ronald Wilson Lainardi; Yadrifil, supervisor; Arian Dhini, examiner; Irvanu Rahman, examiner (Fakultas Teknik Universitas Indonesia, 2020)

 Abstract

Blibli.com adalah salah satu e-Commerce di Indonesia yang menyediakan platform jual beli secara online untuk para konsumen yang ingin membeli dagangan yang dijual oleh UKM atau penjual. Penelitian ini bertujuan untuk mengidentifikasi karakteristik konsumen, menganalisis seberapa besar tingkat kepuasan pelanggan Blibli.com, menganalisis pengaruh kepuasan pelanggan terhadap performa layanan website dengan loyalitas pelanggan di e-Commerce Blibli.com. Penelitian ini memiliki jumlah sampel sebanyak 70 orang, dan Teknik pengumpulan data yang menggunakan metode purposive sampling. Penelitian ini menggunakan metode analisis data berupa analisis deskriptif, importance performance analysis (IPA), customer satisfaction index (CSI), dan partial least square (PLS). Hasil penelitian menunjukan bahwa pelanggan Blibli.com berada pada tingkat yang “Puas”. Loyalitas konsumen dipengaruhi secara positif signifikan oleh service interaction.

Blibli.com is one of the e-Commerce in Indonesia that provides an online buying and selling platform for consumers who want to buy merchandise sold by SMEs or sellers. This study aims to identify consumer characteristics, analyze how much the level of customer satisfaction Blibli.com, analyze the effect of customer satisfaction on the performance of website services with customer loyalty in e-Commerce Blibli.com. This study has a total sample of 70 people, and data collection techniques using purposive sampling methods. This study uses data analysis methods in the form of descriptive analysis, importance performance analysis (IPA), customer satisfaction index (CSI), and partial least square (PLS). The results showed that Blibli.com customers were at the "Satisfied" level. Consumer loyalty is significantly positively influenced by service interaction.

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 Metadata

Collection Type : UI - Skripsi Membership
Call Number : S-pdf
Main entry-Personal name :
Additional entry-Personal name :
Additional entry-Corporate name :
Study Program :
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Publishing : Depok: Fakultas Teknik Universitas Indonesia, 2020
Cataloguing Source LibUI ind rda
Content Type text
Media Type computer
Carrier Type online resource
Physical Description xiii, 35 pages : illustration ; appendix
Concise Text
Holding Institution Universitas Indonesia
Location Perpustakaan UI
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S-pdf 14-22-71285642 TERSEDIA
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No review available for this collection: 20504481
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