Vanesa, Noviana Sofyani (2024) PENGARUH SERVICE QUALITY DAN ON TIME DELIVERY TERHADAP KEPUTUSAN PENGGUNAAN JASA EKSPEDISI SHOPEE EXPRESS DI BANDAR LAMPUNG DENGAN CUSTOMER EXPERIENCE SEBAGAI VARIABEL MEDIASI DALAM PERSPEKTIF BISNIS ISLAM (Studi Pada Pengguna Shopee Express Di Bandar Lampung). Diploma thesis, UIN Raden Intan Lampung.
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Abstract
ABSTRAK Penelitian ini dilatarbelakangi oleh perkembangan teknologi yang erat kaitannya dengan dunia internet. Salah satunya dibidang bisnis e- commerce. Shopee merupakan salah satu e-commerce yang dikenal oleh masyarakat luas. Namun, dengan pesatnya perkembangan platform e-commerce harus dapat bersaing dan berinovasi seperti e- commerce shopee dengan cara mendirikan layanan ekspedisi sendiri yang dikenal dengan Shopee Express. Rumusan masalah dalam penelitian ini adalah, apakah Service Quality dan On Time Delivery dapat mempengaruhi Keputusan Penggunaan Jasa Ekspedisi Shopee Express dengan Customer Experience Sebagai Variabel Mediasi Dalam Perspektif Bisnis Islam? Hasil penelitian yang diperoleh secara langsung setiap variabel yaitu Service Quality (X1) berpengaruh positif dan Signifikan terhadap Customer Experience,(Z), On Time Delivery (X2) berpengaruh positif dan signifikan terhadap terhadap Customer Experience (Z), Customer Experience (Z) berpengaruh positif dan signifikan terhadap terhadap Keputusan Penggunaan (Y), Service Quality (X1) berpengaruh positif dan signifikan terhadap Keputusan Penggunaan (Y), On Time Delivery (X2) Bepengaruh positif dan tidak signifikan terhadap Keputusan Penggunaan (Y), dan untuk uji hasil mediasi diperoleh bahwa Customer Experience (Z) memediasi Service Quality (X1)terhadap Keputusan Penggunaan (Y) secara Parcial Mediasi, Customer Experience (Z) memediasi On Time Delivery (X2) Terhadap Keputusan Penggunaan (Y) secara Full Mediasi. Dalam pandangan islam seorang muslim haruslah menekankan sikap Kesopanan dan Keramahan (Tabligh), Jujur (sidiq), Amanah, Profesional (Fathanah) dalam berbisnis sehingga kita bisa dijauhkan dari sifat yang dzolim. Kata Kunci: Keywords: Service Quality, On Time Delivery, Customer Experience, Keputusan Penggunaan. ABSTRACT This research is motivated by the development of technology that is closely related to the internet world. One of them is in the field of e-commerce business. Shopee is one of the e-commerce that is widely known by the public. However, with the rapid development of e commerce platforms, they must be able to compete and innovate like e commerce shopee by establishing their own expedition service known as Shopee Express. The formulation of the problem in this study is, can Service Quality and On Time Delivery influence the Decision to Use Shopee Express Expedition Services with Customer Experience as a Mediating Variable in an Islamic Business Perspective? The results of the study obtained directly each variable namely Service Quality (X1) has a positive and significant effect on Customer Experience, (Z), On Time Delivery (X2) has a positive and significant effect on Customer Experience (Z), Customer Experience (Z) has a positive and significant effect on the Decision to Use (Y), Service Quality (X1) has a positive and significant effect on the Decision to Use (Y), On Time Delivery (X2) has a positive and insignificant effect on the Decision to Use (Y), and for the mediation test results obtained that Customer Experience (Z) mediates Service Quality (X1) on the Decision to Use (Y) in Partial Mediation, Customer Experience (Z) mediates On Time Delivery (X2) on the Decision to Use (Y) in Full Mediation. In the view of Islam, a Muslim must emphasize the attitude of Politeness and Friendliness (Tabligh), Honest (sidiq), Trustworthy, Professional (Fathanah) in doing business so that we can be kept away from the nature of tyranny. Keywords:Keywords: Service Quality, On Time Delivery, Customer Experience, Usage Decision.
Item Type: | Thesis (Diploma) |
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Subjects: | Manajemen Bisnis Syariah |
Divisions: | Fakultas Ekonomi dan Bisnis Islam > Manajemen Bisnis Syariah |
Depositing User: | LAYANAN PERPUSTAKAAN UINRIL REFERENSI |
Date Deposited: | 27 Dec 2024 03:20 |
Last Modified: | 27 Dec 2024 03:20 |
URI: | https://repository.radenintan.ac.id/id/eprint/36788 |
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