THE EFFECT OF AFTER-SALES SERVICES QUALITY, CUSTOMER RATINGS AND REVIEWS TOWARDS CUSTOMER PURCHASE INTENTION THROUGH CUSTOMERS SATISFACTION AS INTERVENING VARIABLE (CASE OF TOKOPEDIA E-COMMERCE PLATFORM IN MANAGEMENT DEPARTMENT IN NAROTAMA UNIVERSITY SURABAYA INDONESIA)

MOHAMMED FATEH ALRAHMAN ALI RABBAD, 01218148 (2022) THE EFFECT OF AFTER-SALES SERVICES QUALITY, CUSTOMER RATINGS AND REVIEWS TOWARDS CUSTOMER PURCHASE INTENTION THROUGH CUSTOMERS SATISFACTION AS INTERVENING VARIABLE (CASE OF TOKOPEDIA E-COMMERCE PLATFORM IN MANAGEMENT DEPARTMENT IN NAROTAMA UNIVERSITY SURABAYA INDONESIA). Undergraduate thesis, Universitas Narotama.

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Abstract

E-commerce shopping means that customers cannot see the goods directly, which leads to the receipt of some goods by customers that are not compatible with the pictures posted on in the online platform. This has an effect on customer dissatisfaction due to the difference in the product received. This study aims to determine the effect of after sale service quality, customer rating and review on customer purchase intention through customer satisfaction as intervening variable. Analysis of the data used in this study using quantitative descriptive analysis techniques. This study uses the Structural method Equation Modeling (SEM) with 152 respondents from Students of the Faculty of Economy in Narotama University Surabaya who are customers at Tokopedia. The results obtained from this study are that there is a significant effect of after sales service quality, rating and customer reviews on customer purchase intention through customer satisfaction as intervening variable. Keywords : after sales service quality, rating and customer reviews, customer purchase intention, customer satisfaction

Item Type:	Thesis (Undergraduate)
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HF Commerce
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	Repository Administrator
Date Deposited:	19 Apr 2023 03:43
Last Modified:	19 Apr 2023 03:43
URI:	http://repository.narotama.ac.id/id/eprint/1531

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