The Effect of Service Quality on Customer Satisfaction and Trust in Using Tokopedia Services

About Us

Ipmi Repository is an online archive service which is managed by IPMI Library - Learning Resource Center. Established for collecting, managing, saving, preserving and disseminating digital copies of intellectual output of IPMI International Business School such as academic journal, books, theses, Group Field Project, Community Involvement Project, Case Study, conference paper, and other types of research publication. The main objective of this repository is to provide long-term, public, open access and easily retrieve to the digital collection to support teaching-learning process.

"Knowledge without observation is nil"

Juliani, Devi (2019) The Effect of Service Quality on Customer Satisfaction and Trust in Using Tokopedia Services. Undergraduate thesis, Sekolah Tinggi Manajemen IPMI.

Text
THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND TRUST--151.pdf - Submitted Version
Restricted to Registered users only
Download (2MB)

Abstract

Purposes – The aim of this study is to investigate the effect of service quality on customer satisfaction, service quality on customer trust, and customer satisfaction on customer trust in using Tokopedia services. Design/methodology/approach – This study used a quantitative approach focusing on cause and effect relationship among variables. The study involved 100 Tokopedia users as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS program. Findings – The results indicated that Service Quality has a positive effect on Customer Satisfaction, Service Quality has a positive effect on Customer Trust, and Customer Satisfaction has a positive effect on Customer Trust. Significance of the study – The study of “The Effect of Service Quality on Customer Satisfaction and Trust in using Tokopedia Services” should be beneficial for future researchers to design their investigation on similar study. Moreover, the finding could help Tokopedia and other online marketplace to improve their service quality. Keywords: Service Quality, Customer Satisfaction, Customer Trust, SEM, PLS

Item Type:	Thesis (Undergraduate)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HF Commerce
Divisions:	Thesis > Bachelor of Business Administration
Depositing User:	Hasna Salsabila
Date Deposited:	17 Jan 2020 01:53
Last Modified:	17 Jan 2020 03:12
URI:	http://repository.ipmi.ac.id/id/eprint/312

Actions (login required)

View Item