Ramadhini, Nur Syafitri (2022) PENGARUH HARGA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN E-COMMERCE SHOPEE PADA JASA PENGIRIMAN BARANG SICEPAT HALU DI JAKARTA. Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STIE) Jakarta.
![[img]](http://repository.stei.ac.id/style/images/fileicons/text.png) |
Text (COVER + ABSTRAK)
(Cover + Abstrak).pdf Available under License Creative Commons Attribution Non-commercial. Download (266kB) |
|
Text (BAB 1)
(BAB 1).pdf Available under License Creative Commons Attribution Non-commercial. Download (235kB) |
|
Text (BAB 2)
(BAB 2).pdf Available under License Creative Commons Attribution Non-commercial. Download (204kB) |
|
Text (BAB 3)
(BAB 3).pdf Available under License Creative Commons Attribution Non-commercial. Download (195kB) |
|
Text (BAB 4)
(BAB 4).pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial. Download (323kB) | Request a copy |
|
Text (BAB 5)
(BAB 5).pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial. Download (97kB) | Request a copy |
|
Text (Daftar Referensi)
(Daftar Referensi).pdf Available under License Creative Commons Attribution Non-commercial. Download (165kB) |
|
Text (Lampiran)
(Lampiran).pdf Restricted to Repository staff only Download (388kB) | Request a copy |
Abstract
Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh harga dan kualitas pelayanan terhadap kepuasan pelanggan E-Commerce Shopee pada jasa pengiriman SiCepat HALU di Jakarta. Penelitian ini menggunakan jenis penelitian kuantitatif, dengan strategi penelitian asosiatif. Populasi dari penelitian ini adalah seluruh pelanggan E-Commerce Shopee di Jakarta yang pernah menggunakan jasa pengiriman barang melalui SiCepat HALU minimal 1 kali penggunaan. Sampel ditentukan berdasarkan metode Nonprobability Sampling, dengan jenis purposive sampling dengan jumlah sampel sebanyak 100 responden. Data yang digunakan dalam penelitian ini berupa data primer dan data sekunder. Teknik pengumpulan data primer diperoleh melalui penyebaran kuesioner menggunakan tautan (link) yang disebarkan melalui sosial media. Sedangkan pengumpulan data sekunder diperoleh dari buku-buku, jurnal terdahulu, website perusahaan dan artikel yang berhubungan dengan penelitian yang dilakukan. Analisis data yang dilakukan dengan menggunakan teknik analisis PLS (Partial Least Square) melalui software SmartPLS versi 3.3.5 dan aplikasi SPSS versi 26. Dimana secara parsial diolah dengan teknik analisis PLS, sedangkan secara simultan diolah dengan aplikasi SPSS. Hasil penelitian ini menunjukkan bahwa (1) harga berpengaruh positif dan signifikan terhadap kepuasan pelanggan sebesar 0,453 atau 45,3%, (2) kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan sebesar 0,424 atau 42,4%, (3) secara simultan (bersama-sama) harga dan kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan sebesar 89,836. This study aims to determine how much influence price and service quality have on E-Commerce Shopee customer satisfaction on the SiCepat HALU delivery service in Jakarta. This research uses this type of quantitative research, with associative research strategies. The population of this study is all Shopee E-Commerce customers in Jakarta who have used freight forwarding services through SiCepat HALU at least 1 time of use. Samples are determined based on the Nonprobability Sampling method, with purposive sampling type with a sample number of 100 respondents. The data used in this study is primary data and secondary data. Primary data collection techniques are obtained through the dissemination of questionnaires using links spread through social media. While secondary data collection is obtained from books, previous journals, company websites and articles related to research conducted. Data analysis was carried out using PLS (Partial Least Square) analysis techniques through SmartPLS software version 3.3.5 and SPSS application version 26. Where partially processed with PLS analysis techniques, while simultaneously processed with SPSS applications. The results of this study indicate that (1) price has a positive and significant effect on customer satisfaction by 0.453 or 45.3%, (2) service quality has a positive and significant effect on customer satisfaction by 0.424 or 42.4%, (3) simultaneously (together) price and service quality have a positive and significant effect on customer satisfaction by 89,836.
| Item Type: | Thesis (Skripsi) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Nur Syahfitri Ramadini | ||||||||
| Date Deposited: | 22 Mar 2022 06:26 | ||||||||
| Last Modified: | 22 Mar 2022 06:26 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/7345 |
Actions (login required)
 |
View Item |
