THE IMPACT OF WEBSITE QUALITY ON CONSUMER SATISFACTION AND PURCHASE INTENTION (Study Case of E-Commerce Lazada Indonesia in Malang City) - M. Tantowi Jauhari; Andriani Kusumawati; Inggang Perwangsa Nuralam (Jurnal Administrasi Bisnis, 2019)
Penelitian ini bertujuan untuk (1) menjelaskan pengaruh Website Quality terhadap Consumer Satisfaction, (2) menjelaskan pengaruh Consumer Satisfaction terhadap Purchase Intention, (3) menjelaskan pengaruh Website Quality terhadap Purchase Intention. Jenis penelitian ini adalah eksplanatori (explanatory research) dengan pendekatan kuantitatif. Variabel pada penelitian ini terdiri dari Website Quality, Consumer Satisfaction, Purchase Intention. Kriteria populasi dalam penelitian ini adalah konsumen dengan usia diatas 18 tahun, konsumen yang pernah mengunjungi, dan telah melakukan pembelian produk di Lazada. Teknik pengambilan sampel yang digunakan adalah purposive sampling dan metode pengumpulan data melalui kuesioner secara online kepada 116 responden sesuai dengan kriteria populasi. Analisis data yang digunakan adalah analisis deskriptif dan analisis jalur (path analysis). Hasil penelitian menunjukkan bahwa Website Quality berpengaruh secara signifikan terhadap Consumer Satisfaction, Website Quality memiliki pengaruh signifikan terhadap Purchase Intention, Consumer Satisfactions berpengaruh signifikan terhadap Purchase Intention. Berdasarkan hasil penelitian, Sebaiknya Lazada meningkatkan kualitas website serta meningkatkan kualitas layanan, kualitas dari website Lazada seperti kegunaan, informasi dan servis konsumen mendapatkan kepuasan dalam berbelanja. karena website yang semakin baik dan mempunyai kualitas yang bagus dapat berpengaruh besar dalam minat beli konsumen Lazada. Kаtа Kunci: Website Quality, Consumer Satisfaction, Purchase Intention, Online Shopping, E-Commerce ABSTRACT This study aims to (1) explain the influence of Website Quality on Consumer Satisfaction, (2) explain the influence of Consumer Satisfaction on Purchase Intention, (3) explain the influence of Website Quality on Purchase Intention. This type of research is explanatory research with a quantitative approach. The variables in this study consisted of Website Quality, Consumer Satisfaction, Purchase Intention. The criteria of the population in this study are consumers with age above 18 years, consumers who have visited, and have purchased products at Lazada. The sampling technique used purposive sampling and the method of collecting data through online questionnaires to 116 respondents who were in accordance with the criteria of the population. Data analysis used is descriptive analysis and path analysis. The results showed that Website Quality had a significant effect on Consumer Satisfaction, Website Quality had a significant influence on Purchase Intention, Consumer Satisfaction had a significant effect on Purchase Intention. Based on the results of research, Lazada should improve the quality of the website and improve the quality of service, so that the quality of the Lazada website such as usability, information and service so consumers can get satisfaction in online shopping. because websites that are getting better and have good quality have a big influence on Lazada's consumer Purchase Intention. Kеywords: Website Quality, Consumer Satisfaction, Purchase Intention, Online Shopping, E-Commerce