Analisa Pengaruh Pasca Pembelian Terhadap Pembelian Online di Masa Mendatang Melalui Kepuasan Pelanggan pada Mahasiswa di Kota Batam

Barahama, David Richardo (2020) Analisa Pengaruh Pasca Pembelian Terhadap Pembelian Online di Masa Mendatang Melalui Kepuasan Pelanggan pada Mahasiswa di Kota Batam. Undergraduate thesis, Universitas Internasional Batam.

Preview	Text s-1641072-cover.pdf Download (237kB) | Preview
Preview	Text s-1641072-abstract-en.pdf Download (1MB) | Preview
Preview	Text s-1641072-abstract-id.pdf Download (1MB) | Preview
Preview	Text s-1641072-chapter1.pdf Download (1MB) | Preview
Preview	Text s-1641072-chapter2.pdf Download (2MB) | Preview
	Text s-1641072-chapter3.pdf Restricted to Repository staff only Download (1MB) | Request a copy
	Text s-1641072-chapter4.pdf Restricted to Repository staff only Download (1MB) | Request a copy
Preview	Text s-1641072-chapter5.pdf Download (1MB) | Preview
Preview	Text s-1641072-bibliography.pdf Download (1MB) | Preview

Abstract

Penelitian dilakukan guna untuk mengetahui apakah faktor layanan dari pada logistic dapat mempengaruhi minat belanja online di masa mendatang melalui kepuasan pelanggan pada mahasiswa di Kota Batam. Customer service, shipping, tracking and return merupakan variabel independen, customer satisfaction merupakan variabel intervening dan purchase intention merupakan variabel dependen. Penelitian dilakukan dengan mengambil sampel mahasiswa-mahasiswa dari beberapa universitas yakni Universitas Internasional Batam, Universitas Batam, dan Universitas Putera Batam yang pernah melakukan transaksi berbelanja online di e-commerce. Data berhasil didapatkan dengan total 410 data dengan 400 sampel yang valid dan 10 sampel yang tidak dapat digunakan karena tidak kualifikasi dalam penelitian. Penelitian ini menggunakan aplikasi Smart PLS versi 3.0. Hasil dari penelitian yakni customer service, shipping, tracking dan return memilik pengaruh positif terhadap purchase intention. Penelitian ini membuktikan bahwa masyarakat Kota Batam menyadari dengan adanya beberapa layanan dalam pasca pembelian seperti layanan pelanggan, layanan pengiriman, layanan pelacakan, dan layanan pengembalian dapat meningkatkan minat beli di masa mendatang terhadap pembelian secara online. ---------------------------------------------------------------This study was conducted in order to determine whether service factors rather than logistics can affect future online shopping interest through customer satisfaction in students in the city of Batam. Customer service, shipping, tracking and return are independent variables, customer satisfaction is an intervening variable and purchase intention is the dependent variable. The research was conducted by taking samples of students from several universities, namely Batam International University, Batam University, and Putera Batam University who had done online shopping transactions in e-commerce. The data was successfully obtained with a total of 410 data with 400 valid samples and 10 samples that could not be used because they did not qualify in the study. This study uses the Smart PLS version 3.0 application. The results of the study, namely customer service, shipping, tracking and returns, have a positive effect on purchase intention. This research proves that the people of Batam are aware that the existence of several services in post-purchase such as customer service, shipping service, tracking service, and return service can increase future purchase interest in online purchases.

Actions (login required)

View Item