Zein, Shavira Rasyida (2023) Memahami Niat Kelanjutan Pelanggan Terhadap Toko Online: Perpsektif Kualitas Layanan Logistik, Perceived Agility, Dan Reputasi Perusahaan. Masters thesis, Institut Teknologi Sepuluh Nopember.
![[thumbnail of 6010201002-Master_Thesis.pdf]](http://repository.its.ac.id/style/images/fileicons/text.png) |
Text
6010201002-Master_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 April 2025. Download (2MB) | Request a copy |
Abstract
Mempertahankan niat kelanjutan pelanggan sangat penting bagi sebuah layanan toko online. Penggunaan berkelanjutan pelanggan adalah bentuk loyalitas pelanggan terhadap perusahaan. Memahami faktor-faktor yang mampu mempengaruhi niat pelanggan untuk berkelanjutan menggunakan layanan akan memberikan sejumlah manfaat bagi perusahaan. Kepuasan telah diakui sebagai anteseden yang kuat dari niat kelanjutan pelanggan. Namun, baru-baru ini topik keterlibatan pelanggan juga semakin banyak ditemukan dalam penelitian. Penelitian ini mengidentifikasi peran kualitas layanan logistik, perceived agility, dan reputasi perusahaan dalam niat keberlanjutan pelanggan toko online, dengan mempertimbangkan keterlibatan pelanggan. Metode analisis Structural Equation Modeling (SEM) digunakan karena dianggap tepat dalam memberikan ukuran untuk menjelaskan hubungan antar variabel yang saling terkait. Sebanyak 224 pelanggan toko online berpartisipasi dalam penelitian ini. Hasil penelitian menunjukkan bahwa kualitas layanan logistik secara operasional dan relasional memberikan kontribusi penting terhadap perceived agility pelanggan toko online. Di sisi lain, reputasi perusahaan dan perceived agility merupakan faktor yang mampu memotivasi pelanggan untuk terlibat dengan toko online, sehingga mendorong niat penggunaan yang berkelanjutan di masa depan. Dengan demikian, dapat disimpulkan bahwa penting bagi bisnis online untuk memperhatikan aspek reputasi dan perceived agility karena berpengaruh terhadap keterlibatan pelanggan. Terakhir, kualitas layanan logistik operasional dan relasional disebut sebagai faktor yang dapat meningkatkan perceived agility pelanggan terhadap toko online.
==============================================================================================================================
Maintaining customer continuance intention is very important for online shop. Customers' continued use is a form of their loyalty to the service. Understanding the factors that influence customer continuance intentions will provide a number of benefits for companies. Satisfaction has been recognized as a strong antecedent of customer continuance intentions. However, recently the topic of customer engagement has also been increasingly found in research. This study identifies the role of logistics service quality, perceived agility, and corporate reputation in online shop customer continuance intentions, considering customer engagement. The Structural Equation Modeling (SEM) analysis method was used because it is considered appropriate in providing a measure to explain the relationship between multirelated variables. 224 online shop customers participated in this study. The results showed that logistics service quality operationally and relationally made important contributions to the perceived agility of online shop customers. In addition, company reputation and perceived agility are factors that are able to motivate customers to engage with online shop, thereby encouraging their continued use intentions in the future. Thus, it can be concluded that it is important for online businesses to pay attention to the aspects of reputation and perceived agility due to their influence on customer engagement. Finally, the quality of operational and relational logistics services is cited as a factor that can increase customers' perceived agility towards online shop.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Customer engagement, company reputation, continuance intention, logistics service quality, online shop services, perceived agility, keterlibatan pelanggan, reputasi perusahaan, niat kelanjutan, kualitas layanan logistik, layanan toko online |
| Subjects: | H Social Sciences > HF Commerce > HF5548.32 Electronic commerce. T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5105.5956 Quality of service. Reliability Including network performance |
| Divisions: | Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26101-(S2) Master Thesis |
| Depositing User: | Shavira Rasyida Zein |
| Date Deposited: | 06 Feb 2023 05:09 |
| Last Modified: | 06 Feb 2023 05:09 |
| URI: | http://repository.its.ac.id/id/eprint/96242 |
Actions (login required)
 |
View Item |