PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER LOYALTY DENGAN E-CUSTOMER TRUST SEBAGAI VARIABEL MEDIASI (Survei pada pengguna aplikasi DANA di Daerah Istimewa Yogyakarta)

Maulana, Randy Lugista (2023) PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER LOYALTY DENGAN E-CUSTOMER TRUST SEBAGAI VARIABEL MEDIASI (Survei pada pengguna aplikasi DANA di Daerah Istimewa Yogyakarta). Other thesis, UPN "Veteran" Yogyajarta.

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Abstract

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ABSTRAK
PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER LOYALTY
DENGAN E-CUSTOMER TRUST SEBAGAI VARIABEL MEDIASI
(Survei pada pengguna aplikasi DANA di Daerah Istimewa Yogyakarta)
RANDY LUGISTA MAULANA
141190052
Mahasiswa Program Studi Manajemen
Fakultas Ekonomi dan Bisnis UPN “Veteran” Yogyakarta
randylugista1@Gmail.com
ABSTRAK
Penelitian ini bertujuan untuk mengetahui pengaruh E-Service Quality Terhadap E-Customer
Loyalty dimediasi oleh E-Customer Trust. Teknik sampel yang digunakan dalam penelitian ini
adalah teknik nonprobability sampling yaitu purposive sampling. Pengambilan data dalam
penelitian ini menggunakan metode kuesioner yang diberikan kepada 203 responden yang
memenuhi kriteria. Teknik analisis data dalam penelitian ini dilakukan dengan Structural Equation
Model (SEM) yang berbasis Partial Least Square (PLS) dengan menggunakan Software SmartPLS
4.0. Hasil penelitian ini menunjukkan bahwa : (1) Terdapat pengaruh positif dan signifikan e-
service quality terhadap E-Customer Loyalty, (2) Terdapat pengaruh positif dan signifikan e-
service quality terhadap E-Customer Trust, (3) Terdapat pengaruh positif dan signifikan E-
Customer Trust terhadap E-Customer Loyalty, (4) E-Customer Trust memediasi hubungan antara
e-service quality dan E-Customer Loyalty.
Kata Kunci : E-Service-Quality, E-Customer Trust, E-Customer Loyalty.
ix
ABSTRACT
This research aims to determine the influence of E-Service Quality on E-Customer Loyalty
mediated by E-Customer Trust. The sampling technique used in this research is a nonprobability
sampling technique, namely purposive sampling. Data collection in this research used a
questionnaire method given to 203 respondents who met the criteria. The data analysis technique
in this research was carried out using a Structural Equation Model (SEM) based on Partial Least
Square (PLS) using SmartPLS 4.0 software. The results of this research show that: (1) There is a
positive and significant influence of e-service quality on E-Customer Loyalty, (2) There is a
positive and significant influence of e-service quality on E-Customer Trust, (3) There is a positive
and significant influence E-Customer Trust towards E-Customer Loyalty, (4) E-Customer Trust
mediates the relationship between e-service quality and E-Customer Loyalty.
Key Word : E-Service-Quality, E-Customer Trust, E-Customer Loyalty.

Item Type: Thesis (Other)
Uncontrolled Keywords: E-Service-Quality, E-Customer Trust, E-Customer Loyalty.
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Depositing User: Eko Yuli
Date Deposited: 09 Nov 2023 06:52
Last Modified: 09 Nov 2023 06:52
URI: http://eprints.upnyk.ac.id/id/eprint/38122

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