Electronic Theses and Dissertation
Universitas Syiah Kuala
SKRIPSI
PENGARUH ONLINE SHOPPING EXPERIENCE TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION DAN PERCEIVED PRICE SEBAGAI VARIABEL MEDIASI PADA PENGGUNA PRODUK WARDAH DI BANDA ACEH
Pengarang
JIHAN RAMADHANI - Personal Name;
Dosen Pembimbing
Sulaiman - 196710181994031002 - Dosen Pembimbing I
Sayed Mahdi - 198009112005011001 - Dosen Pembimbing II
Halimatussakdiah - 197010301998032003 - Penguji
Rizki Amalia - 198307112006042002 - Penguji
Nomor Pokok Mahasiswa
2201102010098
Fakultas & Prodi
Fakultas Ekonomi dan Bisnis / Manajemen (S1) / PDDIKTI : 61201
Subject
Kata Kunci
Penerbit
Banda Aceh : Fakultas Ekonomi dan Bisnis Manajemen., 2026
Bahasa
No Classification
-
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ABSTRAK
Penelitian ini bertujuan untuk menganalisis pengaruh online shopping
experience terhadap customer loyalty dengan customer satisfaction dan perceived
price sebagai variabel mediasi pada pengguna produk Wardah di Kota Banda Aceh.
Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei melalui
penyebaran kuesioner kepada 136 responden yang pernah membeli produk Wardah
secara online di Banda Aceh. Teknik pengambilan sampel menggunakan purposive
sampling. Analisis data dilakukan menggunakan Structural Equation
Modeling berbasis Partial Least Square(SEM-PLS) melalui aplikasi SmartPLS.
Analisis menunjukkan bahwa online shopping experience berpengaruh positif dan
signifikan terhadap customer loyalty, customer satisfaction, dan perceived price.
Selain itu, customer satisfaction dan perceived price juga berpengaruh positif dan
signifikan terhadap customer loyalty, serta memediasi secara parsial
pengaruh online shopping experience terhadap customer loyalty. Hal ini
menunjukkan bahwa pengalaman berbelanja online yang baik dapat meningkatkan
loyalitas pelanggan, baik secara langsung maupun melalui peningkatan kepuasan
pelanggan dan persepsi harga yang positif.
Kata kunci: online shopping experience, customer satisfaction, perceived
price, customer loyalty, Wardah, SEM-PLS
.
ABSTRACT The influence of online shopping experience on customer loyalty, with customer satisfaction and perceived price as mediating variables, was examined among Wardah product users in Banda Aceh. A quantitative approach was employed using a survey method, with data collected through questionnaires from 136 respondents who had previously purchased Wardah products online. The respondents were selected using purposive sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS software. The findings indicate that online shopping experience has a positive and significant effect on customer loyalty, customer satisfaction, and perceived price. In addition, both customer satisfaction and perceived price have positive and significant effects on customer loyalty and partially mediate the relationship between online shopping experience and customer loyalty. These results suggest that a positive online shopping experience enhances customer loyalty both directly and indirectly through increased customer satisfaction and more favorable price perceptions.. Keywords: online shopping experience, customer satisfaction, perceived price, customer loyalty, Wardah, SEM-PLS .
PENGARUH CUSTOMER VALUE DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI OLEH CUSTOMER SATISFACTION PADA KAFE UNIVERSITAS KOPI DI BANDA ACEH (SALSABILA DARA JALITA, 2025)
PENGARUH PERCEIVED OMNICHANNEL CUSTOMER EXPERIENCE, PRODUCT ASSORTMENT, DAN MEMBERSHIP PROGRAM TERHADAP CUSTOMER SATISFACTION DAN DAMPAKNYA PADA CUSTOMER LOYALTY KOTTY KOSMETIK BANDA ACEH (Raissa Camilla, 2025)
PENGARUH CUSTOMER SATISFACTION DAN CUSTOMER PERCEIVED VALUE TERHADAP CUSTOMER LOYALTY YANG DIMEDIASI OLEH CUSTOMER RELATIONSHIP MANAGEMENT PADA PENGGUNA M-BANKING BANK SYARIAH INDONESIA DI BANDA ACEH (AYU ANISSA FITRI, 2023)
PENGARUH PERCEIVED PRICE JUSTICE DAN PERCEIVED RNSERVICE QUALITY TERHADAP CUSTOMER LOYALTY YANG RNDIMEDIASI OLEH CUSTOMER SATISFACTION PELANGGAN RNTOKO KOPI KIRI KOTA BANDA ACEH (T M GHAZY MUYASSAR, 2024)
PENGARUH CUSTOMER EXPERIENCE TERHADAP CUSTOMER EWOM YANG DIMEDIASI OLEH MEMORABLE CUSTOMER EXPERIENCE DAN CUSTOMER SATISFACTION PADA LAYANAN TRANSPORTASI ONLINE DI KOTA BANDA ACEH (PUTRI NURMALA, 2024)