title: PENGARUH E-SERVICE QUALITY, PERCEIVED RISK DAN CUSTOMER    TRUST TERHADAP REPURCHASE INTENTION  (Studi pada Pengguna E-Commerce Shopee Indonesia)
creator: Gita , Adelian  	
subject: 330 Ekonomi
description: Shopee menjadi e-commerce yang sering digunakan oleh konsumen saat  berbelanja secara online. Sebagai e-commerce, Shopee masih memiliki  permasalahan pada service dan risk. E-service quality dan perceived risk pada  transaksi yang dilakukan pengguna Shopee dapat menimbulkan customer trust  sehingga dapat dijadikan pertimbangan dalam repurchase intention.  Penelitian ini bertujuan untuk mengetahui pengaruh e-service quality dan  perceived risk terhadap repurchase intention yang dimediasi oleh customer trust  pada pengguna e-commerce Shopee. Pengumpulan data dilakukan menggunakan  metode penyebaran kuesioner secara online dengan teknik purposive sampling.  Sampel penelitian berjumlah 264 responden dengan karakteristik minimal berusia  17 tahun yang mengetahui dan pernah berbelanja di Shopee. analisis data  menggunakan SEM dengan bantuan software LISREL (Linear Structural Relation).  Hasil penelitian menunjukkan dari tujuh hipotesis yang diajukan dan semua  hipotesis diterima. E-service quality terbukti memiliki pengaruh positif terhadap  customer trust dan repurchase intention serta e-service quality juga memiliki  pengaruh positif secara tidak langsung terhadap repurchase intention yang  dimediasi oleh customer trust. Percived risk memiliki pengaruh negatif secara  langsung terhadap customer trust dan repurchase intention. Selain itu, perceived  risk juga memiliki pengaruh negative secara tidak langsung terhadap repurchase  intention. Customer trust terbukti memiliki pengaruh positif terhadap repurchase  intention yang artinya semakin besar customer trust terhadap Shopee maka dapat  meningkatkan repurchase intention.    Kata Kunci: Shopee, E-Commerce, E-Service Quality, Perceived Risk, Customer  Trust, Repurchase Intention    Shopee is an e-commerce that is often used by consumers when shopping  online. As e-commerce, Shopee still has problems with service and risk. E-service  quality and perceived risk in transactions made by Shopee users can generate  customer trust so that it can be taken into consideration in repurchase intention.  This research aims to determine the influence of e-service quality and    perceived risk on repurchase intention mediated by customer trust in Shopee e-  commerce users. Data collection was carried out using the online questionnaire    distribution method with purposive sampling technique. The research sample  consisted of 264 respondents with characteristics of at least 17 years of age who  knew and had shopped at Shopee. data analysis using SEM with the help of LISREL  (Linear Structural Relation) software.  The research results show that seven hypotheses were proposed and all  hypotheses were accepted. E-service quality is proven to have a positive influence  on customer trust and repurchase intention and e-service quality also has an  indirect positive influence on repurchase intention which is mediated by customer  trust. Perceived risk has a direct negative influence on customer trust and  repurchase intention. Apart from that, perceived risk also has an indirect negative  influence on repurchase intention. Customer trust is proven to have a positive  influence on repurchase intention, which means that the greater customer trust in  Shopee can increase repurchase intention.    Keywords: Shopee, E-Commerce, E-Service Quality, Perceived Risk, Customer Trust,  Repurchase Intention
date: 2024-05-30
type: Tesis
type: NonPeerReviewed
format: text
identifier: http://digilib.unila.ac.id/85815/1/ABSTRAK%20-%20Gita%20Adelian.pdf
format: text
identifier: http://digilib.unila.ac.id/85815/2/TESIS%20FULL%20-%20Gita%20Adelian.pdf
format: text
identifier: http://digilib.unila.ac.id/85815/3/TESIS%20TANPA%20BAB%20PEMBAHASAN%20-%20Gita%20Adelian.pdf
identifier:   Gita , Adelian   (2024) PENGARUH E-SERVICE QUALITY, PERCEIVED RISK DAN CUSTOMER TRUST TERHADAP REPURCHASE INTENTION (Studi pada Pengguna E-Commerce Shopee Indonesia).  Masters thesis, UNIVERSITAS LAMPUNG.   
relation: http://digilib.unila.ac.id/85815/