LOYALTY INTENTIONS: ANALISIS BERDASARKAN E-SERVICE QUALITY, INFORMATION QUALITY, DAN THRESHOLD FREE SHIPPING POLICY TERHADAP VALUE

R MULTI K ADIMAN S, Dr. Sumiyana, Akt., M.Si.

2023 | Tesis | MAGISTER SAINS AKUNTANSI

Terdapat peralihan peminatan metode perbelanjaan yang terjadi pada individu saat ini disertai dengan peningkatan akses jaringan dan kemajuan teknologi internet/web. Teknologi saat ini telah memfasilitasi pesatnya pertumbuhan e-commerce. Penelitian ini bertujuan untuk menguji pengaruh situs web dari segi layanan dan informasi, jika dilengkapi dengan threshold free shipping policy terhadap perceived value yang pada akhirnya dapat mempengaruhi loyalty intentions. Pendekatan yang digunakan dalam penelitian ini adalah pendekatan kuantitatif dengan data primer melalui survei online. Penelitian ini menggunakan sampel sebanyak 300 peserta yang pernah bertransaksi pada aplikasi Shopee, Tokopedia, Grabfood, dan Gofood. Hipotesis dalam penelitian ini diuji menggunakan analisis statistik SEM-PLS. Hasil penelitian ini menunjukkan bahwa efficiency, system availability, privacy, fulfillment berpengaruh positif terhadap perceived e-service quality. Perceived e-service quality dan perceived information quality berpengaruh positif terhadap perceived value. Perceived threshold dan delivery timeliness tidak berpengaruh positif terhadap perceived value. Relevance, Understandability, reliability, adequacy, dan usefulness berpengaruh positif terhadap perceived information quality. Perceived value berpengaruh positif terhadap loyalty intentions.

There is a shift in interest in shopping methods that occurs in individuals at this time accompanied by increased network access and advances in internet/web technology. Today's technology has facilitated the rapid growth of e-commerce. This study aims to examine the effect of a website in terms of services and information, if it is equipped with a threshold free shipping policy on perceived value which in turn can affect loyalty intentions. The approach used in this study is a quantitative approach with primary data through an online survey. This study uses a sample of 300 participants who have transacted on the Shopee, Tokopedia, Grabfood, and Gofood applications. The hypotheses in this study were tested using SEM-PLS statistical analysis. The results of this study indicate that efficiency, system availability, privacy, fulfillment have a positive effect on perceived e-service quality. Perceived e-service quality and perceived information quality have a positive effect on perceived value. Perceived threshold and delivery timeliness have no positive effect on perceived value. Relevance, Understandability, reliability, adequacy, and usefulness have a positive effect on perceived information quality. Perceived value has a positive effect on loyalty intentions.

Kata Kunci : There is a shift in interest in shopping methods that occurs in individuals at this time accompanied by increased network access and advances in internet/web technology. Today's technology has facilitated the rapid growth of e-commerce. This study aims to