PENGARUH E REVERSE LOGISTICS SERVICE QUALITY TERHADAP REPURCHASE INTENTION PADA KONSUMEN E-COMMERCE DENGAN CUSTOMER SATISFACTION DAN TRUST SEBAGAI VARIABEL MEDIASI (STUDI KASUS PENGGUNA SHOPEE GENERASI Z)

Handayani, Titi (2026) PENGARUH E REVERSE LOGISTICS SERVICE QUALITY TERHADAP REPURCHASE INTENTION PADA KONSUMEN E-COMMERCE DENGAN CUSTOMER SATISFACTION DAN TRUST SEBAGAI VARIABEL MEDIASI (STUDI KASUS PENGGUNA SHOPEE GENERASI Z). Skripsi thesis, Universitas BPD.

[img] Text
DAFTAR PUSTAKA-12242253-Titi Handayani.pdf
Download (206kB)
[img] Text
Skripsi 12242253-Titi Handayani bab 123.pdf
Download (518kB)

Abstract

This study aims to analyze the effect of e-reverse logistics service quality on repurchase intention among Generation Z Shopee users in Semarang City, with customer satisfaction and customer trust as mediating variables. This study used a quantitative, survey-based approach. Data were collected through an online questionnaire and analyzed using Structural Equation Modeling Partial Least Squares (SEM-PLS). The results showed that e-reverse logistics service quality had a positive and significant effect on customer satisfaction and customer trust. Customer trust had a significant positive effect on repurchase intention, while customer satisfaction had no significant effect. The mediation test showed that customer trust, but not customer satisfaction, mediated the effect of e-reverse logistics service quality on repurchase intention. The results of this study are expected to provide managerial input in the marketing field, particularly regarding reverse logistics service quality in e-commerce. Keywords: E-Reverse Logistics Service Quality, Customer Satisfaction, Customer Trust, Repurchase Intention.

Item Type: Thesis (Skripsi)
Additional Information: Penelitian ini bertujuan untuk menganalisis pengaruh e reverse logistics service quality terhadap repurchase intention pada pengguna shopee generasi z di Kota Semarang dengan customer satisfaction dan customer trust sebagai variabel mediasi. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data dikumpulkan melalui kuesioner online dan dianalisis menggunakan metode SEM-PLS. Hasil penelitian menunjukkan bahwa e reverse logistics service quality berpengaruh positif dan signifikan terhadap customer satisfaction dan customer trust, customer trust berpengaruh positif signifikan terhadap repurchase intention, customer satisfaction tidak berpengaruh signifikan. Pengujian mediasi menunjukkan bahwa customer trust memediasi pengaruh e reverse logistics service quality terhadap repurchase intention, customer satisfaction tidak berperan sebagai variabel mediasi. Hasil penelitian ini diharapkan dapat memberikan masukan bagi manajerial dalam bidang pemasaran khususnya terkait kualitas layanan reverse logistics dalam e-commerce Kata kunci: E-Reverse Logistics Service Quality, Customer Satisfaction, Customer Trust, Repurchase Intention.
Uncontrolled Keywords: E-Reverse Logistics Service Quality, Customer Satisfaction, Customer Trust, Repurchase Intention.
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HF Commerce
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Depositing User: Wisudawan S1
Date Deposited: 19 Mar 2026 04:35
Last Modified: 19 Mar 2026 04:35
URI: http://eprints.stiebankbpdjateng.ac.id/id/eprint/3143

Actions (login required)

View Item View Item
Test Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.