IMPLEMENTASI STRATEGI KUALITAS PELAYANAN JASA DROPSHIPING DALAM MENENTUKAN KEPERCAYAAN KONSUMEN

William Wijaya, 1116051085 (2015) IMPLEMENTASI STRATEGI KUALITAS PELAYANAN JASA DROPSHIPING DALAM MENENTUKAN KEPERCAYAAN KONSUMEN. Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Lampung.

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Abstrak

ABSTRAK Dalam memberikan pelayanan, kita harus mengetahui apa yang dibutuhkan oleh pelanggan, ini bearti pelayanan jasa yang diberikan untuk pelanggan adalah penting. pertumbuhan teknologi informasi memiliki implikasi jauh dalam semua aspek bidang, termasuk dropshiping. Tujuan dari penelitian ini adalah untuk mengusulkan dan menguji model integratif proses pengembangan kepercayaan dengan konseptualisasi bahwa aspek multi-dimensi kualitas retail berpengaruh terhadap kepercayaan.Penelitian ini menggunakan lima variabel, yaitu desain website, reliabilitas, privasi, layanan pelanggan, dan kepercayaan konsumen. Setelah dilakukan tinjauan pustaka dan penyusunan hipotesis, data dikumpulkan melalui metode kuesioner yang disebar kepada 100 responden yang pernah berbelanja online di website Waroeng Musik. Analisis dilakukan dengan pengolahan data menggunakan SPSS 20 yang dijalankan dengan media komputer. Penelitian ini menggunakan teknik pengolahan data dengan pengujian hipotesis. Dari keempat hipotesis hasil penelitian ini menunjukkan bahwa privasi tidak berpengaruh signifikan terhadap keprecayaan konsumen. Dengan demikian, pelaku usaha harus dapat memperhatikan kekurangan tersebut, agar dapat memperbaikinya. Penemuan ini mempunyai implikasi penting dalam hal manajerial. Kata Kunci : E-commerce, Dropshiping, E-trust, Etail Quality ABSTRACT In providing services, we must know which customer needs, the means by which these services are brought to the customer is important. The growing IT applications have had far reaching implications for the mode of operation in all sectors, including Dropshipping. The purpose of this study is to propose and test an integrative model of e-trust development process by conceptualizing that multidimensional aspects of etail quality is influenced by e-trust . In order to capture the full picture of etail quality, we attempt to cover the complete purchase experience by focusing on four dimensions of etail quality that go beyond website functionality or system quality aspects: fulfillment/reliability, website design, security/privacy and responsiveness. From the 100 consumer of waroeng music, these data use SPSS 20 and proceed with computer. The results indicate that the e-trust development process is influenced by etail quality. The relationship between e-trust and eatil quality is found to be significant as well. Components of privacy has a negative effect on e-trustHowever, contrary to our expectation, responsiveness affects neither e-satisfaction nor e-trust. Managerial implications are provided following presentation of the findings. Keywords: E-commerce, Dropshiping, E-trust, Etail quality

Tipe Karya Ilmiah: Skripsi
Subyek: H Ilmu Sosial = Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Program Studi: Fakultas ISIP > Prodi Administrasi Bisnis
Depositing User: 2523019 . Digilib
Date Deposited: 30 Apr 2015 08:36
Last Modified: 30 Apr 2015 08:36
URI: http://digilib.unila.ac.id/id/eprint/9566

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