YULIANTO, ALBERTHUS CHRISTIAN (2020) PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN SERTA DAMPAKNYA TERHADAP LOYALITAS KONSUMEN MARKETPLACE TOKOPEDIA DI SURABAYA. Diploma thesis, STIE MAHARDHIKA SURABAYA.
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Abstract
Marketplace is an electronic trading activity that includes the process of selling, purchasing, exchanging information and products through computernetworks including the internet. Tokopedia still ranks first this yearas the mostaccessed marketplace. The purpose of this study was to analyze the effect of product quality, service quality and price on consumer satisfaction and it simpacton consumer loyalty Tokopedia marketplace in Surabaya.This type of research is a quantitative study with a sample of all Tokopedia customers in Surabaya, amounting to 60 respondents. Analysis of the data used is the validity andreliability test, the classic assumption test and multiple linear regression analysis.Results showed that there was an influence of product quality on consumer satisfaction marketplace Tokopedia in Surabaya with a tcount of 4.782 and a significance value of 0.000. There is an influence of service quality on Tokopedia marketplace consumer satisfaction in Surabaya with a tcount of 6.925 and asignificance value of 0.000. There is a price effect on Tokopediamarketplaceconsumer satisfaction in Surabaya with a tcount of 2.970 and a significance valueof 0.004. There is an effect of customer satisfaction on Tokopediamarketplaceconsumer loyalty in Surabaya with a tcount of 12,137 and a significance value of0,000. There is an influence of product quality, service quality and price oncustomer satisfaction and the impact on Tokopediamarketplaceconsumer loyaltyin Surabaya with an F-count value of 199.189 and a significance level of 0,000.
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Product Quality, Service Quality, Price, Consumer Satisfaction, Consumer Loyalty |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 20 Oct 2020 08:54 |
| Last Modified: | 11 Jan 2023 04:05 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/1735 |
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