Pengaruh Interaction Quality, Content Quality, Service Quality terhadap Customer Loyalty melalui Customer Satisfaction pada Pelanggan Lazada di Surabaya
Abstract
E-commerce market in Indonesia began to increase along with the times and
this caused inter-e-commerce companies in Indonesia to compete to achieve
Customer Loyalty. One of the e-commerce companies that achieve customer loyalty
is Lazada. This is evidenced by the achievement of Lazada in 2017 that reaches
visitors per month higher than competitors ie Tokopedia and Elevania. This study
aimed to analyze the influence of Interaction Quality, Content Quality, Service
Quality to Customer Loyalty and mediated by Customer Satisfaction. The data used
is data collected in 2018. Data collection by distributing questionnaires. The number
of respondents in this study is 100 respondents who are used as a sample in this study
by using non-probability sampling with snowball sampling method. This research
uses quantitative approach with multiple regression analysis technique and SPSS 16
program. The result of this research indicates that Interaction Quality and Service
Quality variables significantly influence Customer Satisfaction while Content Quality
variable has no significant effect on Customer Satisfaction. Variable Customer
Satisfaction have significant effect to Customer Loyalty
Collections
Related items
Showing items related by title, author, creator and subject.
-
Analisis pengaruh technical quality, procedural quality, infrastructural quality, interactional quality, personnel quality, dan social support quality terhadap patient satisfaction dan behavioral intention penyintas covid-19 pada 13 Rumah Sakit Tipe B di Surabaya
Pangemanan, Belina Antoinete Nelly (Universitas Pelita Harapan Surabaya - Department Of Business School - Faculty Of Management, 2021-08-27)Dalam satu negara, pembangunan dalam sektor kesehatan merupakan salah satu bagian dari pembangunan nasional yang krusial. Rumah Sakit merupakan salah satu industri pelayanan kesehatan dalam pembangunan sektor kesehatan ... -
Analisis pengaruh service quality dan experience quality terhadap customer loyalty melalui perceived value dan attitude pada pelanggan Djournal coffee di Surabaya
Carrayanta, Verren (Universitas Pelita Harapan Surabaya - Department Of Business School - Faculty Of Management, 2020-09-14)Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh Service quality dan Experience quality terhadap Customer loyalty melalui Perceived value dan Attitude. Manfaat yang diharapkan dari penelitian ini adalah seberapa ... -
Analisis pengaruh faktor-faktor yang mempengaruhi usefulness, user satisfaction, dan customer loyalty dari pelanggan Zalora Di Surabaya
Lala, Hilkia (Universitas Pelita Harapan Surabaya - Department Of Business School - Faculty Of Management, 2020-09-14)Pertumbuhan industri E-commerce Indonesia sangatlah pesat karena beberapa hal, seperti kondisi ekonomi masyarakat kelas menengah ke atas dan adanya pergeseran pola penggunaan. Dapat dikatakan bahwa ZALORA adalah salah satu ...