PENGARUH KUALITAS LAYANAN PADA KEPUASAN DAN LOYALITAS KONSUMEN DALAM PEMBELANJAAN TERHUBUNG DENGAN KETERLIBATAN PRODUK SEBAGAI PEMODERASI
The objective of this study is to examine the effect of e-service quality that consists of six dimensions: website design, reliability, customer service, security/privacy, personalization, and enjoyment, on consumer satisfaction and loyalty in online shopping. This study also seeks to verify the mod...
| Main Authors: | , |
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: |
| _version_ | 1797034520736694272 |
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| author | , CEMPAKA PARAMITA , Dr. Sahid Susilo Nugroho, M.Sc |
| author_facet | , CEMPAKA PARAMITA , Dr. Sahid Susilo Nugroho, M.Sc |
| author_sort | , CEMPAKA PARAMITA |
| collection | UGM |
| description | The objective of this study is to examine the effect of e-service quality that
consists of six dimensions: website design, reliability, customer service,
security/privacy, personalization, and enjoyment, on consumer satisfaction and
loyalty in online shopping. This study also seeks to verify the moderating role of
product involvement in the relationship between dimensions of e-service quality and
consumer satisfaction. This study reached 198 respondents by offline and online
survey. Simple, multiple, and hierarchical regression analyses were employed to test
the proposed hypotheses.
Findings of the study indicate that reliability and security/privacy dimensions
of e-service quality are the strongest predictors of consumer satisfaction, whereas
website design, customer service, personalization, and enjoyment dimensions of eservice
quality have no positive effect on consumer satisfaction. It is confirmed that
consumer satisfaction has positive effect on consumer loyalty. Consumer satisfaction
also mediates the positive effect of reliability and security/privacy on consumer
loyalty. This study reveals that product involvement has no moderating role in the
relationship between e-service quality dimensions and consumer satisfaction. |
| first_indexed | 2024-03-13T23:13:00Z |
| format | Thesis |
| id | oai:generic.eprints.org:126182 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T23:13:00Z |
| publishDate | 2013 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1261822016-03-04T08:28:39Z https://repository.ugm.ac.id/126182/ PENGARUH KUALITAS LAYANAN PADA KEPUASAN DAN LOYALITAS KONSUMEN DALAM PEMBELANJAAN TERHUBUNG DENGAN KETERLIBATAN PRODUK SEBAGAI PEMODERASI , CEMPAKA PARAMITA , Dr. Sahid Susilo Nugroho, M.Sc ETD The objective of this study is to examine the effect of e-service quality that consists of six dimensions: website design, reliability, customer service, security/privacy, personalization, and enjoyment, on consumer satisfaction and loyalty in online shopping. This study also seeks to verify the moderating role of product involvement in the relationship between dimensions of e-service quality and consumer satisfaction. This study reached 198 respondents by offline and online survey. Simple, multiple, and hierarchical regression analyses were employed to test the proposed hypotheses. Findings of the study indicate that reliability and security/privacy dimensions of e-service quality are the strongest predictors of consumer satisfaction, whereas website design, customer service, personalization, and enjoyment dimensions of eservice quality have no positive effect on consumer satisfaction. It is confirmed that consumer satisfaction has positive effect on consumer loyalty. Consumer satisfaction also mediates the positive effect of reliability and security/privacy on consumer loyalty. This study reveals that product involvement has no moderating role in the relationship between e-service quality dimensions and consumer satisfaction. [Yogyakarta] : Universitas Gadjah Mada 2013 Thesis NonPeerReviewed , CEMPAKA PARAMITA and , Dr. Sahid Susilo Nugroho, M.Sc (2013) PENGARUH KUALITAS LAYANAN PADA KEPUASAN DAN LOYALITAS KONSUMEN DALAM PEMBELANJAAN TERHUBUNG DENGAN KETERLIBATAN PRODUK SEBAGAI PEMODERASI. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=66380 |
| spellingShingle | ETD , CEMPAKA PARAMITA , Dr. Sahid Susilo Nugroho, M.Sc PENGARUH KUALITAS LAYANAN PADA KEPUASAN DAN LOYALITAS KONSUMEN DALAM PEMBELANJAAN TERHUBUNG DENGAN KETERLIBATAN PRODUK SEBAGAI PEMODERASI |
| title | PENGARUH KUALITAS LAYANAN PADA KEPUASAN DAN
LOYALITAS KONSUMEN DALAM PEMBELANJAAN TERHUBUNG
DENGAN KETERLIBATAN PRODUK SEBAGAI PEMODERASI |
| title_full | PENGARUH KUALITAS LAYANAN PADA KEPUASAN DAN
LOYALITAS KONSUMEN DALAM PEMBELANJAAN TERHUBUNG
DENGAN KETERLIBATAN PRODUK SEBAGAI PEMODERASI |
| title_fullStr | PENGARUH KUALITAS LAYANAN PADA KEPUASAN DAN
LOYALITAS KONSUMEN DALAM PEMBELANJAAN TERHUBUNG
DENGAN KETERLIBATAN PRODUK SEBAGAI PEMODERASI |
| title_full_unstemmed | PENGARUH KUALITAS LAYANAN PADA KEPUASAN DAN
LOYALITAS KONSUMEN DALAM PEMBELANJAAN TERHUBUNG
DENGAN KETERLIBATAN PRODUK SEBAGAI PEMODERASI |
| title_short | PENGARUH KUALITAS LAYANAN PADA KEPUASAN DAN
LOYALITAS KONSUMEN DALAM PEMBELANJAAN TERHUBUNG
DENGAN KETERLIBATAN PRODUK SEBAGAI PEMODERASI |
| title_sort | pengaruh kualitas layanan pada kepuasan dan loyalitas konsumen dalam pembelanjaan terhubung dengan keterlibatan produk sebagai pemoderasi |
| topic | ETD |
| work_keys_str_mv | AT cempakaparamita pengaruhkualitaslayananpadakepuasandanloyalitaskonsumendalampembelanjaanterhubungdenganketerlibatanproduksebagaipemoderasi AT drsahidsusilonugrohomsc pengaruhkualitaslayananpadakepuasandanloyalitaskonsumendalampembelanjaanterhubungdenganketerlibatanproduksebagaipemoderasi |