PERAN MEDIASI COSTUMER VALUE PADA PENGARUH E-SATISFACTION, E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY PENGGUNA E-COMMERCE DI INDONESIA

Apriansyah, Roky and Johannes, Johannes and yacob, syahmardi and Junaidi, Junaidi (2023) PERAN MEDIASI COSTUMER VALUE PADA PENGARUH E-SATISFACTION, E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY PENGGUNA E-COMMERCE DI INDONESIA. S3 thesis, Universitas Jambi.

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Abstract

ABSTRAK Roky Apriansyah. 2023. Peran Mediasi Costumer Value Pada Pengaruh ESatisfaction, E-Service Quality Dan E-Trust Terhadap E-Loyalty Pengguna ECommerce Di Indonesia. Disertasi. Di bawah bimbingan Johanes, Syahmardi Yacob, Junaidi. Penelitian ini bertujuan untuk mengembangkan dan menguji Peran Mediasi Costumer Value Pada Pengaruh E-Satisfaction, E-Service Quality dan E-Trust Terhadap E-Loyalty Pengguna E-Commerce di Indonesia. Metodologi penelitian mencakup survei kuesioner skala tujuh item terdiri dari 384 sampel pengguna ecommerce di Indonesia. Pendekatan yang dilakukan dalam penelitian ini adalah pendekatan kuantitatif. Teknik pengumpulan data dilakukan dengan kuesioner. Analisis data pada penelitian ini dilakukan dengan menggunakan SEM-PLS dengan bantuan WarpPLS. Temuan dalam penelitian ini yaitu 1) E-Satisfaction berpengaruh secara langsung dan signifikan terhadap Costumer Value; 2) EService Quality berpengaruh secara langsung dan signifikan terhadap Costumer Value; 3) E-trust berpengaruh secara langsung dan signifikan terhadap Costumer Value; 4) E-Satisfaction berpengaruh secara langsung dan signifikan terhadap ELoyalty; 5) E-Service Quality berpengaruh secara langsung dan signifikan terhadap E-Loyalty; 6) E-trust berpengaruh secara langsung dan signifikan terhadap E-Loyalty; 7) E-Satisfaction berpengaruh secara tidak langsung dan signifikan terhadap E-Loyalty dengan mediasi Costumer Value; 8) Costumer Value tidak memediasi pengaruh E-Service Quality terhadap E-Loyalty; 9) Costumer Value tidak memediasi pengaruh E- Trust terhadap E-Loyalty.; 10) terdapat pengaruh E-Satisfaction, E-service quality, dan E-Trust terhadap Costumer Value; 11) terdapat pengaruh E-Satisfaction, E-service quality,E-Trust dan Costumer Value terhadap E-Loyalty. Implikasinya adalah E-Loyalty dan customer value sangat penting tidak hanya karena alasan efisiensi tetapi juga untuk keefektifan dari penjualan suatu perusahaan yang akan memudahkan perusahaan dalam melakukan kegiatan sehari-hari. Novelty pada penelitian ini yaitu peran mediasi costumer value pada pengaruh e-satisfaction, e-service quality dan e-trust terhadap e-loyalty pengguna e-commerce di Indonesia Kata Kunci: Costumer Value, E-Satisfaction, E-Service Quality, E-Trust, ELoyalty, E-Commerce ABSTRACT Rocky Apriansyah. 2023. The Role of Costumer Value Mediation on the Effect of E-Satisfaction, E-Service Quality and E-Trust on E-Loyalty of E-Commerce Users in Indonesia. Dissertation. Doctoral Program in Economics, Faculty of Economics and Business, Jambi University. Under The Guidance Of Johanes, Syahmardi Yacob, Junaidi. This research aimed to develop and test the mediating role of customer value on the influence of E-Satisfaction, E-Service Quality and E-Trust on E-Loyalty of ECommerce Users in Indonesia. The methodology of the research includes a seven-item scale questionnaire survey consisting of 384 samples of e-commerce users in Indonesia. The approach taken in this research is a quantitative approach. The data collection technique was carried out by questionnaire. Data analysis in this study was conducted using SEM-PLS with the help of WarpPLS. The findings in this study are 1) E-Satisfaction has a direct and significant effect on Customer Value; 2) E-Service Quality has a direct and significant effect on Costumer Value; 3) E-trust has a direct and significant effect on Costumer Value; 4) E-Satisfaction has a direct and significant effect on E-Loyalty; 5) EService Quality has a direct and significant effect on E-Loyalty; 6) E-trust has a direct and significant effect on E-Loyalty; 7) E-Satisfaction has an indirect and significant effect on E-Loyalty with Costumer Value mediation; 8) Costumer Value does not mediate the effect of E-Service Quality on E-Loyalty; 9) Costumer Value does not mediate the effect of E-Trust on E-Loyalty; 10) there is an influence of E-Satisfaction, E-service quality, and E-Trust on Costumer Value; 11) there is an influence of E-Satisfaction, E-service quality, E-Trust and Costumer Value on E-Loyalty. Implications this research is E-Loyalty and customer value are very important not only for efficiency reasons but also for the effectiveness of a company's sales which will facilitate the company in carrying out its daily activities. Novelty in this study is the mediating role of costumer value on the influence of e-satisfaction, e-service quality and e-trust on e-loyalty of e-commerce users in Indonesia. Keywords: Costumer Value, E-Satisfaction, E-Service Quality, E-Trust, ELoyalty, E-Commerce

Type:	Thesis (S3)
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HG Finance
Depositing User:	APRIANSYAH
Date Deposited:	13 Jun 2023 06:41
Last Modified:	13 Jun 2023 06:41
URI:	https://repository.unja.ac.id/id/eprint/49954

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