Suryadi, Edwin and Mawardi, Izhari (2018) The Importance Of Customer Satisfaction Of E-Commerce With The Changes Of Company Revenue, Case Study Of Company X In Tokopedia. Bachelor thesis, Swiss German University.

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Abstract

E-commerce has been growing for the past 5 years in Indonesia which make this industry have a good prospect. In every business it need customers to maintain their business, one of the way to measure company performance is from their customer satisfaction and their satisfaction can generate loyalty which enable to retain their customer. Retaining customer have more financial benefit than its counterpart finding new consumer. Obtaining customer satisfaction need an understanding of how customer mind work and what is their preferences. This research seeks to understand what are the relationships between variables used which are Price, Product Quality, Deliver and Customer Service towards Customer Satisfaction and Loyalty and their financial benefit. The data is obtained from result of questionnaire that are distributed to the consumer of Company X. The data will be processed using SPSS to make sure the data and question is valid, reliable and to see their relationship between each variable. The result are that 6 hypothesis is accepted which are Price, Product Quality, Deliver and Customer Service have direct relationship with Satisfaction even though the relationship is weak. Satisfaction have direct relationship with Loyalty. Satisfaction and Loyalty have impact on increase in revenue.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	E-Commerce; Customer Satisfaction; Customer Loyalty; Retaining Customer Financial Benefit; Business
Subjects:	H Social Sciences > HF Commerce > HF5415 Consumer Behavior H Social Sciences > HF Commerce > HF5548 Electronic commerce H Social Sciences > HJ Public Finance > HJ2240 Revenue. Taxation. Internal revenue
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Astuti Kusumaningrum
Date Deposited:	19 May 2020 02:52
Last Modified:	19 May 2020 02:52
URI:	http://repository.sgu.ac.id/id/eprint/546

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