Detail Service quality dan kepuasan konsumen: studi empiris dan implikasinya pada toko online (artikel MIX: Jurnal Ilmiah Manajemen, Vol.6, No.2, Juni 2016) Bibliografi Author: Setiyaningrum, Ari ; HERLIN HIDAYAT Topik: service quality; empathy; consumer satisfaction; online shop; JABFUNG-FEB-ARI-2020-06 Bahasa: (ID )     Penerbit: Program Pascasarjana Universitas Mercu Buana     Tempat Terbit: Jakarta    Tahun Terbit: 2016     Jenis: Article - diterbitkan di jurnal ilmiah nasional Fulltext: 06-878-2048-1-SM.pdf (308.19KB; 7 download) [Informasi yang berkaitan dengan koleksi ini di internet] Abstract The purpose of this study is to analyze the effects of service quality dimensions namely tangible, reliability, responsiveness, assurance, and empathy on consumer satisfaction in the context of online shop. The primary data collection was conducted by survey method through distributing the questionnaries to 117 consumers. Nonprobability sampling method with snowball sampling technique be used in this study to recruit the respondents. By using the structural equation modelling with AMOS statistical software, this study indicated that empathy dimension was identified as the main determinant of consumer satisfaction toward online shop, while tangible, reliability, and responsiveness dimensions was not influenced consumer satisfaction toward online shop. This study also indicated that assurance dimension has a negative effect on consumer satisfaction toward online shop. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

Copyright © 2006, 2007 Unika Atma Jaya, all rights reserved