Pengaruh Kualitas Pelayanan, Kepercayaan, dan Kepuasan Pelanggan terhadap Minat Beli Ulang di E-Commerce Shopee

Wahyudi, Aldi (2023) Pengaruh Kualitas Pelayanan, Kepercayaan, dan Kepuasan Pelanggan terhadap Minat Beli Ulang di E-Commerce Shopee. Sarjana (S1) thesis, Universitas Islam "45" Bekasi.

	Text PENDAHULUAN- Aldi wahyudi (1).pdf Download (4MB)
	Text BAB 1_ Aldi Wahyudi 41183402160122-(E-commerce Shopee) (1)-16-24 (1).pdf Download (318kB)
	Text BA2 _ Aldi Wahyudi 41183402160122-(E-commerce Shopee) (1)-25-36 (1).pdf Restricted to Repository staff only Download (235kB) | Request a copy
	Text BAB 3_ Aldi Wahyudi 41183402160122-(E-commerce Shopee) (1)-37-50 (1).pdf Restricted to Repository staff only Download (464kB) | Request a copy
	Text BAB 4_ Aldi Wahyudi 41183402160122 commerce Shopee) (1)-51-87.pdf Restricted to Repository staff only Download (471kB) | Request a copy
	Text BAB5_Aldi Wahyudi 41183402160122-(E-commerce Shopee) (1)-88-90 (1).pdf Download (165kB)
	Text DAFTAR PUSTAKA _ Aldi Wahyudi 41183402160122-(E-commerce Shopee) (1)-91-96 (1).pdf Download (288kB)

Abstract

The purpose of this study was to find out whether service quality, trust and customer satisfaction affect consumer repurchase intention at E-Commerce Shopee. The population of this study is someone who actively uses Shopee. The sample of this research is someone who actively uses the shop, which is 100 people. This research uses descriptive-associative method. Data collection techniques were carried out by means of interviews, observation, and distributing questionnaires. Determination of the sample using Purposive Sampling method. For data analysis using statistical tests and multiple regression analysis. The results of the study showed that there was a significant positive effect on service quality, trust and customer satisfaction on repurchase intention at Shopee. The results of the t test (partially) show that service quality (X1) has a positive effect and significance on repurchase intention as evidenced by the t test results obtained by t-count β1 of 0.141 with a significance of 0.003 smaller than the standard error set at 0.05 then Ho is rejected and Ha is accepted. meaning that there is a significant positive effect between service quality on repurchase intention. Trust (X2) has a positive and significant effect on repurchase intention with the results of the t test obtained t-count β2 is 0.225 with a significance of 0.000 smaller than the standard error set at 0.05 then Ho is rejected and Ha is accepted. meaning that there is a significant positive effect between trust and repurchase intention. Meanwhile, customer satisfaction (X3) has a positive and significant effect on repurchase intention with the results of the t test obtained t-count β3 is 0.204 with a significance of 0.000 less than the standard error set at 0.05 then Ho is rejected and Ha is accepted. meaning that there is a significant positive effect between customer satisfaction on repurchase intention. The coefficient of determination (Adjusted R square) for the effect of service quality, trust and customer satisfaction on repurchase intention is 0.510 or 51%. While the remaining 49% is influenced by variables or other factors not examined in this study. Keywords: Service Quality, Trust, Customer Satisfaction, Repurchase Intention

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