FAKTOR - FAKTOR KUALITAS ESERVICE YANG BERPENGARUH TERHADAP PERCEIVED VALUE PADA WEBSITE ECOMMERCE LAZADA.CO.ID (Studi Pada Warga Lingkungan Rw. 3 Kelurahan Dinoyo Kecamatan Lowokwaru Kota Malang)
Abstract
This study aims to determine whether there is a relationship eService quality dimensions which include reliability, website design, security, and customer service to the perceived value on eCommerce website lazada.co.id either jointly or individually. This type of research is explanatory research or research with a quantitative approach explanations. Location of research conducted in the RW. 3 Dinoyo Lowokwaru District Malang using lazada.co.id eCommerce website as an object of research. Collecting data using questionnaires given to 62 respondents from users lazada.co.id eCommerce website in the RW. 3 Dinoyo Lowokwaru District Malang. Data analysts technique used is multiple linear regression. The results of the study explained that the eService quality dimensions which include reliability, website design, security, and customer service have positive and significant effect together against perceived value. The results also showed a positive and significant effect independently of reliability, website design, security, and customer service variable against perceived value. Website design variable is the dominant variable affecting the perceived value.
Key Word : reliability, website design, security, customer service and perceived value
Abstrak
Penelitian ini bertujuan untuk mengetahui apakah terdapat hubungan dimensi eService quality yang meliputi reliability, website design, security, dan customer service terhadap perceived value pada website lazada.co.id baik secara bersama-sama maupun secara sendiri-sendiri. Jenis penelitian yang digunakan adalah explanatory research atau penelitian penjelasan dengan pendekatan kuantitatif. Lokasi penelitian dilakukan di warga lingkungan RW. 3 Kelurahan Dinoyo Kecamatan Lowokwaru Kota Malang dengan menggunakan website lazada.co.id sebagai objek penelitian. Pengumpulan data menggunakan kuesioner yang diberikan kepada 62 orang responden dari pengguna website eCommerce lazada.co.id di warga lingkungan RW. 3 Kelurahan Dinoyo Kecamatan Lowokwaru Kota Malang. Teknik analis data yang digunakan adalah regresi linier berganda. Hasil dari penelitian menjelaskan bahwa dimensi eService quality yang meliputi reliability, website design, security, dan customer service berpengaruh positif dan sinifikan secara bersama-sama terhadap perceived value. Hasil penelitian juga menunjukan adanya pengaruh positif dan signifikan secara sendiri-sendiri dari variabel reliability, website design, security, dan customer service terhadap perceived value. Variabel website design merupakan variabel dominan mempengaruhi perceived value.
Kata Kunci : reliability, website design, security, customer service dan perceived value
