Aurellia, Audrey (2024) PENGARUH INFORMATION QUALITY, PRIVACY, SECURITY DAN DELIVERY TERHADAP CUSTOMER LOYALTY PADA SHOPEE DI JAKARTA DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI. Skripsi thesis, Universitas Tarumanagara.
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Abstract
(A) AUDREY AURELLIA (115210241)
(B) THE INFLUENCE OF INFORMATION QUALITY, PRIVACY, SECURITY, AND
DELIVERY ON SHOPEE CUSTOMER LOYALTY IN JAKARTA WITH
CUSTOMER SATISFACTION AS A MEDIATING VARIABLE
(C) XIX + 197 Pages + 45 Tables + 14 Pictures + 6 Attachments
(D) MARKETING MANAGEMENT
(E) Abstract: This study analyzes the influence of information quality, privacy,
security, and delivery on customer loyalty to Shopee in Jakarta, with customer
satisfaction as a mediating variable. The sample consists of 241 Shopee customers
in Jakarta, collected through an online questionnaire using the purposive
sampling method. Data were analyzed using the PLS-SEM method with software
version 4.1.0.8. The results indicate that information quality, security, and
delivery have a positive and significant effect on customer loyalty, while privacy
has a positive but not significant effect. All exogenous variables (information
quality, privacy, security, and delivery) have a positive and significant effect on
customer satisfaction. Additionally, information quality, security, and delivery
also have a positive and significant effect on customer loyalty through customer
satisfaction as a mediator, while privacy has a positive but not significant effect
on customer loyalty through customer satisfaction as a mediating variable
(F) Keywords: Information Quality, Privacy, Security, Delivery, Customer
Satisfaction, Customer Loyalty
(G) Reference list: 114 (1980-2024)
(H) Dr. Tommy Setiawan Ruslim, S.E., M.M.
(A) AUDREY AURELLIA (115210241)
(B) PENGARUH INFORMATION QUALITY, PRIVACY, SECURITY DAN
DELIVERY TERHADAP CUSTOMER LOYALTY PADA SHOPEE DI JAKARTA
DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI
(C) XIX + 197 Halaman + 45 Tabel + 14 Gambar + 6 Lampiran
(D) MANAJEMEN PEMASARAN
(E) Abstrak: Penelitian ini menganalisis pengaruh information quality, privacy,
security, dan delivery terhadap customer loyalty Shopee di Jakarta, dengan
customer satisfaction sebagai variabel mediasi. Sampel terdiri dari 241 pelanggan
Shopee di Jakarta yang dikumpulkan melalui Google Forms menggunakan
metode purposive sampling. Data dianalisis menggunakan PLS-SEM dengan
software versi 4.1.0.8. Hasil penelitian menunjukkan bahwa information quality,
security, dan delivery berpengaruh positif dan signifikan terhadap customer
loyalty, sedangkan privacy tidak memberikan pengaruh yang signifikan. Semua
variabel eksogen (information quality, privacy, security, dan delivery)
berpengaruh positif dan signifikan terhadap customer satisfaction. Selain itu,
information quality, security, dan delivery juga memiliki pengaruh positif dan
signifikan terhadap customer loyalty melalui customer satisfaction sebagai
mediasi, sementara privacy tidak memberikan pengaruh yang signifikan terhadap
customer loyalty melalui customer satisfaction sebagai variabel mediasi.
(F) Kata kunci: Information Quality, Privacy, Security, Delivery, Customer
Satisfaction, Customer Loyalty
(G) Daftar Pustaka: 114 (1980-2024)
(H) Dr. Tommy Setiawan Ruslim, S.E., M.M.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 10 Jun 2025 01:57 |
| Last Modified: | 10 Jun 2025 01:57 |
| URI: | https://repotest.untar.ac.id/id/eprint/46992 |
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