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Pengaruh E-Commerce dan Logistic Provider Service, ECommerce Return Motivation dan Flexibility Terhadap Product Return Behavior (Studi Pada Online Shop Di Indonesia)

This study aims to see the influence of the relationship factors between the quality of e-commerce services, the quality of service logistics providers, the flexibility of e-commerce returns and e-commerce return motivation on product return behavior mediated by customer satisfaction and product return intentions and this research was conducted in Indonesia, to be more precise in Jabodetabek. This study uses primary data from a questionnaire with a Likert scale of 1-6, sampling using convenience sampling, by filtering e-commerce customers who have made an increase in goods. This study found that the quality of e-commerce services and service quality of logistics providers have a significant positive effect on customer satisfaction. E-commerce return motivation and e-commerce return flexibility have a significant positive effect on product return interest. Customer satisfaction has no significant and negative effect on product return behavior. The intention to return the product has a significant positive effect on product return behavior. This study uses the Structural Equation Method (SEM) processed with AMOS 24.0 software.Ada Tabel

Ketersediaan

Call NumberLocationAvailable
12621PSB lt.2 - Karya Akhir1
Penerbit Depok Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Indonesia.,
Edisi -
Subjek Commerce
E
Customer Satisfaction
Product Return Behavior
commerce Service
Logistic Provider Service
ISBN/ISSN -
Klasifikasi -
Deskripsi Fisik xii, 156 p. ; diagr. ; 30 cm
Info Detail Spesifik -
Other Version/Related Tidak tersedia versi lain
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