DETAIL KOLEKSI

Anteseden Ccustomer Satisfaction


Oleh : Vallerian Gusti Putra

Info Katalog

Nomor Panggil : 2018_TA_MJ_022131029

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2018

Pembimbing 1 : Willy Arafah

Subyek : Customer satisfaction;Marketing management

Kata Kunci : customer satisfaction, website functionality, TAM, perceived usability, perceived usefulness.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2018_TA_MJ_022131029_Halaman-Judul.pdf 1157.42
2. 2018_TA_MJ_022131029_Bab-1.pdf 502.93
3. 2018_TA_MJ_022131029_Bab-2.pdf 627.85
4. 2018_TA_MJ_022131029_Bab-3.pdf 1432.27
5. 2018_TA_MJ_022131029_Bab-4.pdf 745.84
6. 2018_TA_MJ_022131029_Bab-5.pdf 522.16
7. 2018_TA_MJ_022131029_Daftar-Pustaka.pdf 578.22
8. 2018_TA_MJ_022131029_Lampiran.pdf 3656.26

P Penelitian ini bertujuan untuk menganalisis pengaruh signifikan website functionality, perceived usability, dan perceived usefulness terhadap customer satisfaction. Rumusan masalah diteliti adalah apakah terdapat pengaruh positif website functionality, perceived usability, dan perceived usefulness terhadap customer satisfaction pada kostumer online retail. Metode pengambilan sampel yang digunakan dalam penelitian ini adalah dengan menggunakan metode non probability sampling, yaitu dengan teknik purposive sampling. Sampel yang digunakan dalam penelitian ini adalah konsumen online retail yang berbelanja minimal satu hingga dua produk dalam satu bulan terakhir. Jumlah sampel yang diambil sebanyak 169 responden. Alat analisis yang digunakan dalam penelitian ini adalah menggunakan Structural Equation Model (SEM) dengan bantuan software AMOS. Hasil analisa menunjukan bahwa terdapat pengaruh positif website functionality dan perceived usefulness terhadap customer satisfaction, sedangkan perceived usability tidak berpengaruh positif terhadap customer satisfaction.

T This study aims aims to analyze the significant impact of website functionality, perceived usability, and perceived usefulness on customer satisfaction. The problem formulation examined is whether there is impact of website functionality, perceived usability, and perceived usefulness towards customer satisfaction to online retailer customers. The sampling method used in this research is to use non-probability sampling method, namely by using purposive sampling. The sample used in this study is the online retail consumers who bought once or twice in the last one months, in marketplace. The number of samples was 169 respondents.The analytical tool used in this research is Structural Equation Model (SEM) with AMOS softwae assistance. Results of the analysis showed that there is positive effect of website functionality and perceived usefulness toward customer satisfaction. Meanwhile, perceived usability has no positive effect on customer satisfaction.

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