Peran kepercayaan pelanggan dalam memediasi pengaruh kualitas website terhadap loyalitas pelanggan online shop

  • Muhammad Fahmi Universitas Muhamamdiyah Sumatera Utara
  • Muhammad Andi Prayogi Program Studi Manajemen, Universitas Muhammadiyah Sumatera Utara
  • Jufrizen Jufrizen Program Studi Manajemen, Universitas Muhammadiyah Sumatera Utara

Abstract


  • Purposes -   This research aims to know the influence of the quality of the website's response to customer trust Online Shop, knowing the quality of the website's influence toward customer loyalty Online Shop, know how the trust of customer loyalty Online Shop, know how the quality of the website and the trust of customer loyalty Online Shop and to analyse the influence of indirect customer satisfaction toward customer loyalty through trust Online Shop

  • Methods -   The approach used in this study is the associative approach. Meanwhile, in the associative approach where the trend data used in quantitative methods.  The location of this research in the city of Medan Medan city community with subject matter that are already doing regular online shop in Lazada, Tokopedia, Bukalapak, Shopee and others. The source of the data collected to support the variables examined are the primary data and secondary data.

  • Findings - Quality of the website a positive and significant effect against customer trust Online Shop, the quality of the website is also positive and significant effect toward customer loyalty Online Shop, customer trust and positive effect significantly to loyalty customer's Online Shop. The role of consumer trust is significantly mediated influence the quality of the website's response to customer loyalty Online Shop in Medan

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Published
2018-08-31
How to Cite
FAHMI, Muhammad; PRAYOGI, Muhammad Andi; JUFRIZEN, Jufrizen. Peran kepercayaan pelanggan dalam memediasi pengaruh kualitas website terhadap loyalitas pelanggan online shop. Jurnal Riset Sains Manajemen, [S.l.], v. 2, n. 3, p. 121-130, aug. 2018. ISSN 2597-4726. Available at: <http://ejurnal.id/index.php/jsm/article/view/191>. Date accessed: 19 nov. 2018.
Section
Articles