ANALISIS PENGARUH KUALITAS PELAYANAN WEBSITE E-COMMERCE TERHADAP KEPUASAN KONSUMEN DAN NIAT BERPERILAKU LOYAL (STUDI KASUS PADA PERUSAHAAN ARISTYA SILVER, PENDAHULUAN E-commerce merupakan suatu tindakan melakukan transaksi bisnis secara elektronik den

Abstract

The purpose of this research is to know if there is any effect of the service
quality website E-commerce upon the consumers satisfaction. Next, is that to know
whether not there is an effect upon the consumers behavioural loyalty intentions,
and to know if there is also an effect in the service quality of the E-commerce website
upon the consumers behavioural loyalty intentions to the Aristya Silver company.
population in this research is that the online/E-customers, themselves, who have
accessed the Aristya Silver comapany’s website (http://www.aristya-silver.com).
Samples have been determinded by using a metode called purposive sampling. The
samples, moreover, have been chosen by 200 people. Hypotheis has been observed
using Structural Equation modelling (SEM) with an istalled application tool called
analysis of Moment Structure (AMOS) version 18. The result of the research shows
that: (1) the service and quality of the E-commerce website significant positively
effects the consumers’ satisfaction. (2) the satisfaction significant positively effects
upon the loyalty. (3) the service and quality of the E-commerce website significant
positively effects the consumers’ loyalty. (4) There’s indirect connection between
exogenous variabel (E-servqual) and endogenous variabel (behavioral loyalty
intentions) through interviening variabel which is consumer’s satisfaction. This
also interpreted that consumer’s satisfaction hasn’t intervene behavioral loyalty
intention.