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All Journal Jurnal Bina Bangsa Ekonomika Economics Business Finance and Entrepreneurship
Ayu Nanda Amalia
Universitas Muhammadiyah Surakarta
Economics, Econometrics & Finance

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ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI PRODUCT UNCERTAINTY YANG DIMEDIASI OLEH SELLER UNCERTAINTY PADA SOCIAL COMMERCE Ayu Nanda Amalia; Soepatini Soepatini
Jurnal Bina Bangsa Ekonomika Vol. 17 No. 1 (2024): Jurnal Bina Bangsa Ekonomika (JBBE)
Publisher : LP2M Universitas Bina Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46306/jbbe.v17i1.513

Abstract

This study examines the analysis of factors that affect product uncertainty mediated by seller uncertainty in social commerce. The population in this study were individuals who had an online shopping experience through social media platforms (Facebook and Instagram). The sample of this study was 203 respondents. Structured Equation Modeling (SEM) is the research methodology used in this study. Applications such as SmartPLS 3.0 are used in data processing. The result of this study is that Seller uncertainty  is negatively and insignificantly affected by return policy leniency. Product uncertainty is positively and significantly influenced by the variables return policy leniency, information quality, seller reputation, and seller uncertainty. Seller uncertainty is positively and significantly influenced by information quality, seller reputation, and the number of positive comments. Product uncertainty is positively and insignificantly influenced by the number of positive comments. Seller uncertainty is negatively and insignificantly affected by seller popularity. Product uncertainty is negatively and significantly influenced by Seller popularity.  Return policy leniency and seller popularity have a negative and insignificant effect on product uncertainty mediated by seller uncertainty. Information quality, seller reputation, and the number of positive comments have a positive and significant effect on product uncertainty mediated by seller uncertainty
Pengaruh Kualitas Layanan, Kepuasan Pelanggan, dan Nilai Pelanggan terhadap Loyalitas Pelanggan pada Dealer Motor yang Dimediasi oleh Kualitas CRM Tian Alkhana Syaifudin; Ayu Nanda Amalia
Economics Business Finance and Entrepreneurship 2023: Economics Business Finance and Entrepreneurship
Publisher : Universitas Muhammadiyah Surakarta

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Abstract

Penelitian ini memiliki tujuan untuk membuktikan bahwa kualitas layanan, kepuasan pelanggan dan nilai pelanggan mempengaruhi loyalitas pelanggan. sampel yang telah diambil yaitu 98 responden dengan teknik pengambilan sampel menggunakan teknik purposive sampling. hasil dari penelitian dianalisis dengan menggunakan analisis inner model dan outer model dengan bantuan dari SmartPLS 4.0. Hasil menunjukkan bahwa pertama, kualitas layanan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Kedua, kepuasan pelanggan memiliki pengaruh negative dan tidak signifikan terhadap loyalitas pelanggan. Ketiga, Nilai pelanggan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan. Terakhir, kualitas layanan, kepuasan pelanggan, dan nilai pelanggan memiliki pengaruh positif dan signifikan terhadap loyalitas pelanggan pada dealer motor yang dimediasi oleh kualitas CRM.
Co-Authors Soepatini Tian Alkhana Syaifudin