Electronic Theses and Dissertation

Abstrak penelitian ini bertujuan untuk menganalisis pengaruh e-service quality terhadap e-customer loyalty melalui e-customer satisfaction sebagai variabel intervening pada pengguna ruang guru di banda aceh. teknik pengambilan sampel dalam penelitian ini menggunakan teknik non-probability sampling yakni saturatioin sampling. pengumpulan data dilakukan dengan menyebarkan kuesioner kepada 90 pelanggan ruang guru yang telah berlangganan minimal selama 3 kali dalam 3 bulan berturut-turut. kuesioner yang digunakan memiliki 23 item pernyataan. hasil kuesioner kemudian dianalisis dengan menggunakan partial least square-path modeling dengan smartpls 3.0 software. hasil dari penelitian ini menunjukkan terdapat pengaruh e-service quality terhadap e-customer satisfaction serta e-customer loyalty. penelitian ini juga menemukan pengaruh e-service quality terhadap e-customer loyalty melalui e-customer satisfaction. kata kunci: e-service quality, e-customer satisfaction, e-customer loyalty

ABSTRACT This study aims to analyze the Effect of E-Service Quality on E-Customer Loyalty through E-Customer Satisfaction as an Intervening Variable in Ruang Guru Users in Banda Aceh. The sampling technique in this study uses a non- probability sampling technique, namely Saturatioin Sampling. Data collection was carried out by distributing questionnaires to 90 Ruang Guru customers who had subscribed at least 3 times in 3 consecutive months. The questionnaire used had 23 statement items. The questionnaire results were then analyzed using Partial Least Square-Path Modeling with SmartPLS 3.0 software. The results of this study show that there is an influence of e-service quality on e-customer satisfaction and e-customer Loyalty. This study also found the effect of e-service quality on e-customer Loyalty through e-customer satisfaction. Keywords: E-Service Quality, E-Customer Satisfaction, E-Customer Loyalty