Pengaruh Logistics Service Quality (LSQ) terhadap Customer Trust dan Customer Satisfaction serta Dampaknya terhadap Repurchase Intention dan Electronic Word of Mouth pada Pengguna Tokopedia

Avandel, Cindy (2026) Pengaruh Logistics Service Quality (LSQ) terhadap Customer Trust dan Customer Satisfaction serta Dampaknya terhadap Repurchase Intention dan Electronic Word of Mouth pada Pengguna Tokopedia. Bachelor Thesis, Universitas Multimedia Nusantara.

	PDF HALAMAN_AWAL.pdf Restricted to Registered users only Download (10MB)
	PDF BAB_I.pdf Download (6MB)
	PDF BAB_II.pdf Download (5MB)
	PDF BAB_III.pdf Restricted to Registered users only Download (6MB)
	PDF BAB_IV.pdf Restricted to Registered users only Download (13MB)
	PDF BAB_V.pdf Restricted to Registered users only Download (1MB)
	PDF DAFTAR_PUSTAKA.pdf Restricted to Registered users only Download (1MB)
	PDF LAMPIRAN.pdf Restricted to Registered users only Download (37MB)
	Archive (ZIP) 00000074834_2521_LembarPengesahan.pdf Restricted to Registered users only Download (64kB)

Abstract

Penelitian ini menganalisis pengaruh Logistics Service Quality terhadap Customer Trust dan Customer Satisfaction serta dampaknya terhadap Repurchase Intention dan Electronic Word of Mouth pada pengguna Tokopedia. Penelitian ini menggunakan pendekatan kuantitatif dengan kuesioner skala Likert 1 sampai 5 kepada pengguna Tokopedia yang pernah membeli produk fisik dalam enam bulan terakhir. Dari 345 responden, 300 responden memenuhi kriteria dan dianalisis menggunakan PLS-SEM melalui SmartPLS 4 dengan Disjoint Two-Stage Approach. Hasil penelitian menunjukkan bahwa seluruh hipotesis diterima. Logistics Service Quality berpengaruh positif dan signifikan terhadap Customer Trust dan Customer Satisfaction. Customer Trust dan Customer Satisfaction berpengaruh positif terhadap Repurchase Intention dan Electronic Word of Mouth, serta Repurchase Intention berpengaruh positif terhadap Electronic Word of Mouth. Temuan ini menegaskan pentingnya Logistics Service Quality, terutama timeliness, personal contact quality, order accuracy, order condition, order discrepancy handling, dan convenience of return dalam membangun Customer Trust, Customer Satisfaction, Repurchase Intention, dan Electronic Word of Mouth positif pada pengguna Tokopedia.

Item Type:	Thesis (Bachelor Thesis)
Creators:	Avandel, Cindy (00000074834)
Contributors:	Dwi Susmantoro, Thomas (0306037103)
Keywords:	Customer Satisfaction, Customer Trust, Electronic Word of Mouth, Logistics Service Quality, Repurchase Intention, Tokopedia
Subjects:	600 Technology (Applied Sciences) > 650 Management and Public Relations > 658 General management (Risk Management, Profit and Loss, Logistics)
Divisions:	Faculty of Business > Management
Date Deposited:	07 Jul 2026 08:02
URI:	https://kc.umn.ac.id/id/eprint/47145

Actions (login required)

View Item