Image of Implikasi Kualitas Layanan Logistik pada Customer Satisfaction dan Hubungan Pelanggan Jangka Panjang dalam Belanja Daring di Indonesia

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Implikasi Kualitas Layanan Logistik pada Customer Satisfaction dan Hubungan Pelanggan Jangka Panjang dalam Belanja Daring di Indonesia

With e-commerce experiencing a very high growth peak in Indonesia, Indonesia has become one of the countries in Southeast Asia with a large market in the recent economic sector. The results of this development also bring new opportunities and challenges for e-commerce logistics management, especially with the logistics sector that has become the backbone of ecommerce activities. Service quality has become a priority theme in marketing and logistics research, in line with interests in quality, quality management, and satisfaction in companies. This study aims to examine the application of quality management in logistics services (information quality, order quality, delivery quality, shipping prices, and customer service) in online shopping in Indonesia to build long-term relationships with customers through repurchase intention and loyalty variables with customer satisfaction mediation, where research is focused on the online fashion industry which is now rising globally and contributes significantly to the national creative economy. A survey of 202 respondents was conducted and tested using the Partial Least Squares - Structural Equation Modeling (PLS-SEM) method. The results showed that the quality of orders, quality of delivery, price of delivery, and customer service affect customer satisfaction except for the relationship of information quality. Then customer satisfaction also has a significant relationship with repurchase intention and loyalty.Ada Tabel

Ketersediaan

Call NumberLocationAvailable
12638PSB lt.2 - Karya Akhir1
Penerbit Depok Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Indonesia.,
Edisi -
Subjek Commerce
E
Quality management
Online shopping
Customer Satisfaction
Loyalty
Logistics Service Quality
ISBN/ISSN -
Klasifikasi -
Deskripsi Fisik xiv, 86 p. ; diagr. ; 30 cm
Info Detail Spesifik -
Other Version/Related Tidak tersedia versi lain
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