PENGARUH E-SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP E-TRUSTDENGAN E-SATISFACTION SEBAGAI VARIABEL MEDIASI (STUDI PADA PELANGGAN YANG BELANJA ONLINE DI APLIKASI SHOPEE SELAMA PENDEMICCOVID-19 DI INDONESIA)

YEFRINAL, ANDRA (2021) PENGARUH E-SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP E-TRUSTDENGAN E-SATISFACTION SEBAGAI VARIABEL MEDIASI (STUDI PADA PELANGGAN YANG BELANJA ONLINE DI APLIKASI SHOPEE SELAMA PENDEMICCOVID-19 DI INDONESIA). Masters thesis, Universitas Andalas.

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Abstract

PENGARUH E-SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP E-TRUST DENGAN E-SATISFACTION SEBAGAI VARIABEL MEDIASI (Studi pada pelanggan yang belanja online di aplikasi Shopee selama pendemic Covid-19 di Indonesia). Thesis Oleh Yefrinal Andra Pembimbing 1 : Dr Verinita, SE, M.Si Pembimbing 2 : Dr. Eri Besra, SE, MM Penelitian ini bertujuan untuk menguji pengaruh e-service quality dan perceived value terhadap e-trust dengan e-Satisfaction sebagai variabel mediasi (Studi pada pelanggan yang belanja online di aplikasi Shopee selama pendemic Covid-19 di Indonesia. Dengan pengolahan data penelitian dilakukan melalui Smart PLS 3.3. Teknik pengambilan sampel menggunakan purposive sampling dengan jumlah sampel 400 sampel. Hasil penelitian menunjukkan bahwa E-service quality berpengaruh positif dan signifikan terhadap E-satisfaction. Perceived value berpengaruh positif dan signifikan terhadap E-satisfaction. E-satisfaction tidak berpengaruh terhadap E-trust. E-service quality berpengaruh positif dan signifikan terhadap E-trust. Perceived value berpengaruh positif dan signifikan terhadap E-trust. E-service quality berpengaruh positif dan tidak signifikan terhadap E-trust melalui E-satisfaction sebagai variabel mediasi. Perceived value berpengaruh positif dan tidak signifikan terhadap E-trust melalui E-satisfaction sebagai variabel mediasi. Kata Kunci : e-service quality, perceived value, e-trust, e-satisfaction EFFECT OF E-SERVICE QUALITY AND PERCEIVED VALUE ON E-TRUST WITH E-SATISFACTION AS A MEDIATION VARIABLE (Study on customers who shop online on the Shopee application during the Covid-19 pandemic in Indonesia). Thesis by Yefrinal Andra Advisor 1 : Dr Verinita, SE, M.Si Advisor 2 : Dr. Eri Besra, SE, MM ABSTRACT This study aims to examine the effect of e-service quality and perceived value on e-trust with e-Satisfaction as a mediating variable (Study on customers who shop online on the Shopee application during the Covid-19 pandemic in Indonesia. With data processing the research was carried out through Smart PLS 3.3. The sampling technique used purposive sampling with a sample of 400 samples. The results showed that E-service quality had a positive and significant effect on E-satisfaction. Perceived value had a positive and significant effect on E-satisfaction. E-satisfaction had no effect on E-satisfaction. trust E-service quality has a positive and significant effect on E-trust Perceived value has a positive and significant effect on E-trust E-service quality has a positive and insignificant effect on E-trust through E-satisfaction as a mediating variable Perceived value has an effect positive and insignificant to E-trust through E-sati sfaction as a mediating variable. Keywords: e-service quality, perceived value, e-trust, e-satisfaction

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