Pengaruh E-Servicescape Dalam Meningkatkan Loyalitas Pelanggan Melalui Kepercayaan Dan Perceived Value Sebagai Variabel Mediasi  (Studi Pada Pengguna Shope Di Jawa Tengah)

Sri Ramlah; Tiyan Fatkhurrokhman; Siti Barokah; Wilson Chandra Teguh Pratama; Wisanggeni Bagus Anggoro

doi:10.55338/jeama.v2i1.56

Penulis

Sri Ramlah Universitas Muhammadiyah Gombong, Jawa Tengah
Tiyan Fatkhurrokhman Universitas Muhammadiyah Gombong, Jawa Tengah
Siti Barokah Universitas Muhammadiyah Gombong, Kebumen, Jawa Tengah
Wilson Chandra Teguh Pratama Universitas Muhammadiyah Gombong, Kebumen, Jawa Tengah
Wisanggeni Bagus Anggoro Universitas Muhammadiyah Gombong, Kebumen, Jawa Tengah

DOI:

https://doi.org/10.55338/jeama.v2i1.56

Kata Kunci:

e-servicescape, Kepercayaan, perceived value, loyalitas pelanggan.

Abstrak

Penelitian ini menguji pengaruh e-servivescape terhadap loyalitas pelanggan dan untuk menguji peran mediasi dari kepercayaan dan perceived value dalam hubungan antara e-servivescape terhadap loyalitas pelanggan. Riset ini melakukan survey kepada 110 pengguna marketplace Shopee di jawa tengah. Data penelitian dianalisis dengan Partial Least Square yang dioperasikan melalui program SmartPLS. Hasil analisis menunjukkan bahwa e-servivescape memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan, e-servivescape memiliki pengaruh positif dan signifikan terhadap kepercayaan, e-servivescape memiliki pengaruh positif dan signifikan terhadap perceived value, kepercayaan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan, perceived value memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Analisis mediasi mengungkapkan bahwa kepercayaan dan perceived value memainkan peran dalam memediasi hubungan e- servivescape terhadap loyalitas pelanggan.

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http://repository.unisma.ac.id/bitstream/handle/123456789/5434/S2_PASCASARJANA_MANAJEMEN_22002081039_FAHRUL%20ULUM.pdf?sequence=2&isAllowed=y