Kurniawan, I Komang Kevin (2024) PENGARUH E-COMMERCE INNOVATION DAN E-SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI MEDIASI PADA PELANGGAN SHOPEE DI JAKARTA. Skripsi thesis, Universitas Tarumanagara.

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Abstract

(A) I Komang Kevin Kurniawan (115200292)
(B) THE INFLUENCE OF E-COMMERCE INNOVATION AND E-SERVICE
QUALITY ON CUSTOMER LOYALTY WITH CUSTOMER SATISFACTION AS A
MEDIATOR IN SHOPEE CUSTOMERS IN JAKARTA
(C) XIV + 73 Pages + 32 Tables + 8 Pictures + 4 Attachments
(D) MARKETING MANAGEMENT
(E) Abstract: This study examines the influence of e-commerce innovation and e-
service quality on customer loyalty, with customer satisfaction as a mediator,
among Shopee users in Jakarta. Data were collected from 112 respondents which
were overall data responden, through an online questionnaires and analyzed using
Partial Least Squares Structural Equation Modeling (PLS-SEM). Quantitative
research is preferred due to the fact that this methodology involves the systematic
collection, interpretation, and presentation of data using numerical values. These
Shopee customers are considered as subjects who can provide valuable insights
and information related to the objectives of the research being carried out. The
results show that e-commerce innovation and e-service quality positively influence
customer loyalty, both directly and indirectly through customer satisfaction.
Customer satisfaction partially mediates the influence of e-commerce innovation
and e-service quality on customer loyalty. These findings highlight the importance
of innovation and service quality in building and maintaining customer loyalty on
e-commerce platforms.
(F) Keywords: E-commerce, Innovation, Service Quality, Customer Satisfaction,
Customer Loyalty.
(G) Reference list: 58 (1991-2024)
(H) Dr. Tommy Setiawan Ruslim, S.E., M.M.

(A) I Komang Kevin Kurniawan (115200292)
(B) PENGARUH E-COMMERCE INNOVATION DAN E-SERVICE QUALITY
TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION
SEBAGAI MEDIASI PADA PELANGGAN SHOPEE DI JAKARTA
(C) XIV + 73 Halaman + 32 Tabel + 8 Gambar + 4 Lampiran
(D) MANAJEMEN PEMASARAN
(E) Abstrak: Penelitian ini bertujuan untuk menguji pengaruh inovasi e-commerce
dan kualitas e-service terhadap loyalitas pelanggan dengan kepuasan pelanggan
sebagai mediasi pada pengguna Shopee di Jakarta. Data dikumpulkan dari 112
responden yang merupakan data secara keseluruhan responden, melalui kuesioner
daring dan dianalisis menggunakan Partial Least Squares Structural Equation
Modeling (PLS-SEM). Penelitian kuantitatif disukai karena fakta bahwa
metodologi ini melibatkan pengumpulan sistematis, interpretasi, dan penyajian
data yang menggunakan nilai numerik. Para pelanggan Shopee ini dianggap
sebagai subyek yang dapat memberikan wawasan dan informasi yang berharga
terkait dengan tujuan penelitian yang sedang dilaksanakan. Hasil penelitian
menunjukkan bahwa inovasi e-commerce dan kualitas e-service berpengaruh
positif terhadap loyalitas pelanggan, baik secara langsung maupun melalui mediasi
kepuasan pelanggan. Kepuasan pelanggan terbukti memediasi sebagian pengaruh
inovasi e-commerce dan kualitas e-service terhadap loyalitas pelanggan. Hasil ini
menggaris bawahi pentingnya inovasi dan kualitas layanan dalam membangun dan
mempertahankan loyalitas pelanggan di platform e-commerce.
(F) Kata Kunci: E-commerce, Inovasi, Kualitas Layanan, Kepuasan Pelanggan,
Loyalitas pelanggan.
(G) Daftar Pustaka: 58 (1991-2024)
(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: 25 Jun 2025 06:33
Last Modified: 25 Jun 2025 06:33
URI: https://repotest.untar.ac.id/id/eprint/47348

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