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Customer Loyalty In E-commerce

Customer Loyalty In E-commerce. Journal of the Association for Information Systems Volume 3 tahun 2002 Oleh : David Gefen. KELOMPOK 68. Dennita (1201000318) Liza (1201000636) Renny (1201000881). PENDAHULUAN. Kualitas Pelayanan  Kesetiaan Konsumen

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Customer Loyalty In E-commerce

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  1. Customer Loyalty In E-commerce Journal of the Association for Information Systems Volume 3 tahun 2002 Oleh : David Gefen

  2. KELOMPOK 68 • Dennita (1201000318) • Liza (1201000636) • Renny (1201000881)

  3. PENDAHULUAN • Kualitas Pelayanan Kesetiaan Konsumen • Kepercayaan Konsumen  Kesetiaan Konsumen

  4. SERVQUAL METHOD • Tangibles • Reliability • Responsiveness • Assurance • Empathy

  5. PENELITIAN • Amazon.com • 160 Responden usia 20-34 tahun • Kuesioner

  6. HASIL PENELITIAN • pelayanan dapat diandalkan, responsif, aman, nyata, dan menunjukkan empati. • Percaya dan tetap akan menggunakan Amazon.com.

  7. BATASAN DAN SARAN • data-data hanya berasal dari satu online vendor saja • Bidang usaha yang juga spesifik, yaitu Amazon.com yang menjual buku-buku secara online • vendor-vendor di bidang online industry yang lain • vendor-vendor yang kurang terkenal dibandingkan dengan amazon.com

  8. KESIMPULAN • Pelanggan yang setia merupakan sumber pemasukan yang penting bagi vendor online. • Konsentrasi dalam menciptakan suatu hubungan yang baik dengan pelanggan.

  9. TERIMA KASIH Q & A

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