An Analysis of the Effect of Utilitarian Values on Shopee E-Commerce Satisfaction and Loyalty with SEM-PLS

This research examines Shopee consumers who have shopped at least once and are students in the Department of Accounting, Faculty of Economics, Pamulang University. The method used was the Structural Equation Modeling-Partial Least Square (SEM-PLS). The purpose of this research was to examine the direct effect of utilitarian values on satisfaction, examine the direct effect of satisfaction on loyalty, and examine the indirect effect of utilitarian values on loyalty. Based on the results of the research, it can be concluded that there was a significant influence on satisfaction and loyalty, utilitarian values, and satisfaction, as well as utilitarian values and loyalty. There was a significant influence of Utilitarian values and loyalty with satisfaction as an intervening variable

Pengaruh E-Servicescape dan Gamifikasi Terhadap Loyalitas Pelanggan Tokopedia (Studi Pada Pelanggan Tokopedia di Kota Surabaya)

E-commerce companies are increasingly competitive along with the growing use of e-commerce in Indonesia. As a result, maintaining customer loyalty is an important task for companies. The purpose of this research is to find out how the e-servicescape and gamification influence the loyalty of Tokopedia customers in the city of Surabaya. The research method used is quantitative, with a sample of 100 respondents based on sample criteria. Sampling using purposive sampling approach and non-probability sampling technique. The population in this study are customers on the Tokopedia application in the city of Surabaya. Approach to data analysis using SMART PLS software. The results showed that both e-servicescape and gamification had a positive effect on consumer loyalty. Other findings showed that Tokopedia had layout and functionality as the best e-servicescape aspect while entertainment was the best gamification aspect. Keywords: E-Servicescape; Gamification; Customer Loyalty; E-Commerc

INVESTIGASI LOYALITAS PELANGGAN KA BANDARA RAILINK KUALANAMU MEDAN

ABSTRAK Ghiffary Ramadhan Syahzan, 2021; Investigasi Loyalitas Pelanggan KA Bandara Railink Kualanamu Medan Skripsi Jakarta:Konsentrasi Manajemen Pemasaran, Program Studi S1 Manajemen, Fakultas Ekonomi, Universitas Negeri Jakarta. Tim Pembimbing: Agung Kresnamurti Rivai P, ST, M.M. & Dra Basrah Saidani, M.Si Penelitian ini bertujuan untuk mengetahui pengaruh service quality terhadap customer satisfaction, perceived value terhadap customer satisfaction, customer satisfaction terhadap customer loyalty, service quality terhadap customer loyalty, perceived value terhadap customer loyalty, service quality terhadap customer loyalty melalui customer satisfaction sebagai intervening, perceived value terhadap customer loyalty melalui customer satisfaction sebagai intervening, Pengumpulan data dilakukan dengan metode survei, dan instrumen yang digunakan berupa kuesioner. Jumlah sampel yang digunakan pada penelitian ini sebanyak 311 responden berupa penumpang yang menggunakan KA Bandara Railink Kualanamu. Analisis data menggunakan teknik SPSS versi 24 dan LISREL versi 8.9 untuk mengolah data hasil penelitian. Maka, penelitian mengungkap bahwa service quality dan perceived value secara positif dan signifikan berpengaruh terhadap customer satisfaction. Service quality, perceived value dan customer satisfaction berpengaruh terhadap customer loyalty, service quality dan perceived value berpengaruh positif dan signifikan terhadap customer loyalty melalui variabel customer satisfaction sebagai intervening. Kata Kunci: Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty, KA Bandara Railink Kualanamu ABSTRACT Ghiffary Ramadhan Syahzan, 2021; Investigating the Customer Loyalty KA Bandara Railink Kualanamu Medan. Jakarta Thesis: Concentration in Marketing Management, S1 Management Study Program, Faculty of Economics, Jakarta State University. Advisory Team: Agung Kresnamurti Rivai P, ST, M.M. & Dra Basrah Saidani, M.Si This study aims to determine the effect of service quality on customer satisfaction, perceived value on customer satisfaction, customer satisfaction on customer loyalty, service quality on customer loyalty, perceived value on customer loyalty, service quality on customer loyalty via intervening variable, perceived value on customer loyalty via intervening variable, Data collection is done with survei methods, and the instruments used were questionnaires. The number of samples used in this study were 311 respondents in the form of customers which using KA Bandara Railink Kualanamu. Data analysis uses SPSS version 24 and LISREL version 8.9 techniques to process the research data. Then, the study revealed that service quality and perceived value positively and significantly influence customer satisfaction. Customer Satisfaction, service quality and perceived value affect the customer loyalty, service quality and perceived value have a positive and significant effect on customer loyalty via customer satisfaction as an intervening variable. Keywords: Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty, KA Bandara Railink Kualanam

PENGARUH E-SERVICESCAPE TERHADAP LOYALITAS PELANGGAN E-COMMERCE DENGAN E-SHOPPING VALUESEBAGAI VARIABEL MEDIATOR

Perkembangan transaksi jual beli secara daring atau e-commerce membuat semakin ketatnya persaingan antara perusahaan e-commerce, dan membuat pentingnya untuk menganalisa faktor yang mempengaruhi loyalitas pembeli. Penelitian ini bertujuan untuk menganalisa pengaruh e-servicescape terhadap loyalitas dengan e-shopping value sebagai variabel mediatornya. Data dikumpulkan menggunakan survey berbasis kuesioner dan disebarkan secara daring, pengumpulan sampel dengan metode purposive sampling dan didapatkan 245 sampel. Teknik analisis data menggunakan model persamaan struktural (SEM) dan dengan estimasi maximum likelihood. Berdasarakan hasil analisis data ditemukan bahwa e-servicescape terbukti berpengaruh secara positif dan signifikan terhadap loyalitas dengan e-shopping value sebagai variabel mediatornya. Hasil penelitian ini dapat digunakan pemasar ecommerce untuk dapat memberi perhatian lebih dalam tentang pengaruh dari dimensi e-servicescape agar dapat menghadapai persaiangan

PENGARUH SUASANA KAFE, KUALITAS MAKANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN MASALALU CAFE JAKARTA

Penelitian ini bertujuan untuk menganalisis pengaruh antara suasana kafe dengan kepuasan pelanggan, kualitas makanan dengan kepuasan pelanggan, suasana kafe dengan loyalitas pelanggan, kualitas makanan dengan loyalitas pelanggan serta kepuasan pelanggan dengan loyalitas pelanggan pada pengunjung Masalalu Café Jakarta. Metode yang digunakan dalam pengumpulan data adalah dengan menyebarkan kuesioner kepada setiap pengunjung dan sampel penelitian ini ialah sebanyak 200 responden. Peneliti menggunakan software SPSS versi 26 dan Lisrel versi 8.8 untuk mengolah dan menganalisis data penelitian. Hasil penelitian ini menunjukkan adanya pengaruh yang positif dan signifikan antara suasana kafe dengan kepuasan pelanggan. Kualitas makanan juga berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Tetapi suasana kafe dan kualitas makanan tidak berpengaruh secara signifikan terhadap loyalitas pelanggan. Walau begitu, kepuasan pelanggan berpengaruh secara positif dan signifikan terhadap loyalitas pelanggan. Kata kunci: suasana kafe, kualitas makanan, kepuasan pelanggan, loyalitas pelanggan, Masalalu Café. The purpose of this research is to determine the impact between cafe atmosphere and customer satisfaction, food quality and customer satisfaction, cafe atmosphere and customer loyalty, food quality and customer loyalty and between customer satisfaction and customer loyalty of Masalalu Café Rawa Domba Jakarta customers. This research used questionnaire form to collect data and the sample of this research is 200 respondents. To cultivate and analyze data, researcher used SPSS version 26 and Lisrel version 8.8. The results of this research show cafe atmosphere and food quality have positive and significant impact to customer satisfaction. But the cafe atmosphere and food quality have no significant impact to customer loyalty. Even though, customer satisfaction has a positive and significant impact to customer loyalty. Keywords: cafe atmosphere, food quality, customer satisfaction, customer loyalty, Masalalu Café

Analisis Faktor-Faktor yang Memengaruhi Sikap Konsumen dalam Berbelanja Online di Shopee

Increasing the relevance of e-commerce as consumers continue to switch to digital channels. The need to cope with and meet these changes in the market has become a concern for businesses. Identifying the factors that significantly influence online shopping behavior is essential to better understand consumer behavior in this market transition. The purpose of this study was to determine the factors that influence online shopping activities. Quantitative descriptive research method is a type of research applied to this research. The population of this study covers all regions of Indonesia and does not have specific regional characteristics. Purposive sampling is the sampling technique used in this study. The data collection tool used an online questionnaire which was distributed to 150 respondents. The data analysis technique used is statistical analysis, namely multiple linear regression analysis. The results of the analysis show that relative advantage has a positive and significant influence on online shopping attitude. e-WOM has a positive and significant influence on online shopping attitude. Promotion has a positive and significant influence on online shopping attitude. And trust has a positive and significant influence on online shopping attitude. So it can be concluded that relative advantage, e-WOM, promotions, and trust are some of the factors that have an influence on online shopping attitude at Shope

Factors Affecting Customer Loyalty: Testing the Effect of E-Servicescape and Trust

Customer loyalty is a very crucial issue for business continuity. The purpose of this study was to examine the role of trust in mediating e-servicescape relationships on customer loyalty. Data collection was carried out by distributing questionnaires to 200 respondents in East Java who made online purchases using Shopee for at least the last 3 months. Then, the hypothesis was tested using Partial Least Squares (PLS). The research findings revealed that e-servicescape had a significant direct effect on customer loyalty, e-servicescape had a significant effect on trust, the trust had a significant effect on customer loyalty and trust was able to mediate the relationship of e-servicescape on customer loyalty. This study also proposed a marketplace to improve the e-servicescape that was implemented in its online marketplace to gain consumer trust and increase customer loyalty

ANALYSIS EFFECT OF PRODUCT QUALITY, PRICE PERCEPTION, AND CUSTOMER LOYALTY TO SAMSUNG MOBILE PHONE PURCHASE DECISIONS ON SINAR MAS CELL IN SEMARANG CITY

The tighter the competition between similar products, companies compete with each other for consumers. The purpose of this study was to find out whether Product Quality, Price Perception, Customer Loyalty to Samsung Mobile Purchase Decisions on Sinar Mas Mobile in Semarang City.The population in this study was all customers or consumers who used or made mobile phone purchase decisions at sinar mas cells that found 185 customers. The purpose of sampling is the selection of samples based on the specific characteristics of 100 respondents. Data analysis methods use multiple linear regressions, coefficients of determination and hypothesis tests.The results of this study showed that with a product quality regression co-effectiveness meaning the quality of the product had a positive and significant effect on purchasing decisions. Variable the price perception has a positive and significant effect on the purchasing decision. Wheres variable customer loyalty has a positive and significant effect on purchasing decisions. Product Quality, Price Perception and Customer Loyalty together both positively and significantly affect purchasing decisions, this is evidenced in the F test.Based on the results of research that the decision to purchase Samsung phones on Sinar Mas phones in Semarang City in the medium category, and it is advisable to improve the Quality of Products offered, so that consumers against samsung phone brands in the cell space in Semarang City

Peran servicescape terhadap trust dan dampaknya pada minat beli yang dimoderasi oleh personal selling pada live streaming produk tas di facebook

This study aims to examine the effect of servicescape and trust on interest in buying bags moderated by personal selling. This research was conducted in the Greater Jakarta area. The sampling technique used purposive sampling method. This research data is primary data collected by distributing questionnaires to consumers using live streaming on Facebook. Hypothesis testing was carried out using the PLS data analysis method. based on statistical tests, the results of the study show that servicescape has a positive and significant effect on trust and significantly on buying interest. While personal selling moderation has no significant effect on buying interes

Comparison of Factors that Influence Customer Loyalty in Sharia and Conventional Banks

Penelitian ini bertujuan untuk membandingkan faktor-faktor yang mempengaruhi loyalitas nasabah pada bank syariah dan konvensional. Variabel bebas yang diteliti adalah reputasi bank dan nilai pelanggan. Data dikumpulkan menggunakan kuesioner dan diolah menggunakan analisis regresi linier berganda. Hasil penelitian menemukan bahwa reputasi perusahaan berpengaruh positif dan signifikan untuk nasabah bank syariah, namun untuk nasabah bank konvensional pengaruh reputasi perusahaan terhadap loyalitas nasabah ditemukan positif tetapi tidak signifikan. Selanjutnya, nilai pelanggan berpengaruh positif dan signifikan terhadap loyalitas nasabah baik pada nasabah bank syariah maupun konvensional. Kontribusi reputasi perusahaan dan nilai pelanggan pada bank konvensional menunjukkan persentase yang lebih tinggi dibandingkan pada bank syariah