Relationship Customer Loyalty, Customer Satisfaction, Customer Trust, and Service Quality in E-Commerce Setting (Case: Lazada)

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Prasetyo, Arief Wiratama (2018) Relationship Customer Loyalty, Customer Satisfaction, Customer Trust, and Service Quality in E-Commerce Setting (Case: Lazada). Undergraduate thesis, Sekolah Tinggi Manajemen IPMI.

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Abstract

Purposes – The aim of this study is to confirming the theory of empirical study of Loyalty in E-Commerce Settings by Ribbink et al. (2004) with case study: LAZADA Indonesia. Design/methodology/approach – This study is using Covariance-Based Structural Equation Modelling, and the variable are adopted by the study of Ribbink et al. (2004), which see the relationship of each dimension of Service Quality to Customer Satisfaction and Customer Trust, Customer Satisfaction to Customer Customer Trust and Customer Loyalty, and Customer Trust to Customer Loyalty. This study is focus on Jakarta Millennial generation. Findings – The study found Website Design, Responsiveness, and Assurance has significant effect to Customer Satisfaction, Customization and Assurance has significant effect to Customer Trust, Customer Satisfaction has significant effect to Customer Trust and Customer Loyalty, and Customer Trust has significant effect to Customer Loyalty. Keywords: Customer Loyalty, Service Quality, Customer Satisfaction, Customer Trust, LAZADA, Business to Consumer E-Commerce

Item Type:	Thesis (Undergraduate)
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HF Commerce H Social Sciences > HG Finance
Divisions:	Thesis > Bachelor of Business Administration
Depositing User:	Indriana Apriyanti
Date Deposited:	16 Jan 2020 07:43
Last Modified:	17 Jan 2020 02:17
URI:	http://repository.ipmi.ac.id/id/eprint/224

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