PENGARUH KEPERCAYAAN DAN KEPUASAN PELANGGAN … · PELANGGAN TERHADAP NIAT PEMBELIAN ULANG...
Transcript of PENGARUH KEPERCAYAAN DAN KEPUASAN PELANGGAN … · PELANGGAN TERHADAP NIAT PEMBELIAN ULANG...
PENGARUH KEPERCAYAAN DAN KEPUASAN
PELANGGAN TERHADAP NIAT PEMBELIAN ULANG
(REPURCHASE INTENTION) ONLINE SHOP DI FACEBOOK
SKRIPSI
Untuk Memenuhi Salah Satu Persyaratan Mencapai
Derajad Sarjana Ekonomi
Oleh :
VIAJENG PURNAMA PUTRI
201110160311346
FAKULTAS EKONOMI DAN BISNIS
UNIVERSITAS MUHAMMADIYAH MALANG
2015
PENGARUH KEPERCAYAAN DAN KEPUASAN
PELANGGAN TERHADAP NIAT PEMBELIAN ULANG
(REPURCHASE INTENTION) ONLINE SHOP DI FACEBOOK
SKRIPSI
Untuk Memenuhi Salah Satu Persyaratan Mencapai
Derajad Sarjana Ekonomi
Oleh :
VIAJENG PURNAMA PUTRI
201110160311346
FAKULTAS EKONOMI DAN BISNIS
UNIVERSITAS MUHAMMADIYAH MALANG
2015
Surat Pernyataan
Yang bertanda tangan dibawah ini :
Nama : Viajeng Purnama Putri
NIM : 201110160311346
Jurusan : Manajemen
Fakultas : Ekonomi
Universitas Muhammadiyah Malang
Dengan ini Menyatakan yang sebenar-benarnya bahwa :
1. Tugas Akhir dengan Judul “Pengaruh Kepercayaan Dan Kepuasan
Pelanggan Terhadap Niat Pembelian Ulang (Repurchase Intention) Online
Shop Di Facebook ” Adalah hasil karya saya, dalam naskah tugas akhir ini
tidak terdapat karya ilmiah yang pernah diajukan oleh orang lain untuk
memperoleh gelar akademik di suatu perguruan tinggi, dan tidak terdapat
karya atau pendapat yang pernah ditulis atau diterbitkan orang lain, baik
sebagian ataupun keseluruhan, kecuali yang secara tertulis dikutip dalam
naskah ini disebutkan dalam sumber kutipan daftar pustaka.
2. Apabila ternyata di dalam tugas akhir ini dapat dilakukan unsur unsur
PLAGIASI saya bersedia TUGAS AKHIR INI DIGUGURKAN dan
GELAR AKADEMIK YANG TELAH SAYA PEROLEH DIBATALKAN.
Serta diproses sesuai dengan ketentuan hukum yang berlaku.
3. Tugas akhir ini dapat dijadikan sumber pustaka yang merupakan HAK
BEBAS ROYALTI NON EKSKLUSIF.
Demikian pernyataan saya buat dengan sebenar – benarnya untuk digunakan
sebagaimana mestinya.
Malang, 18 Maret 2015
Yang Menyertakan
Viajeng Purnama Putri
201110160311346
KATA PENGANTAR
Assalamualaikum Wr. Wb.
Segala puji syukur kehadirat Allah SWT yang telah melimpahkan rahmat
serta hidayat-Nya, sehingga penulis dapat menyelesaikan skripsi ini tepat pada
waktunya. Skripsi yang berjudul “Pengaruh Kepercayaan dan Kepuasan pelanggan
Terhadap Niat Pembelian Ulang (Repurchase intention) Online Shop di Facebook”
disusun untuk memenuhi serta melengkapi syarat memperoleh gelar Kesarjanaan
di bidang Ekonomi, program studi Manajemen pada Universitas Muhammadiyah
Malang. Skripsi ini tidak akan terselesaikan tanpa adanya bantuan serta dukungan
dari berbagai pihak. Pada kesempatan ini penulis menyampaikan penghargaan dan
ucapan terima kasih kepada:
1. Prof. Dr. H. Muhadjir Effendy M.AP, selaku Rektor Universitas Muhammadiyah
Malang.
2. Dr. Nazaruddin Malik, M.Si, selaku Dekan Fakultas Ekonomi dan Bisnis Universitas
Muhammadiyah Malang
3. Dr. Marsudi, M.Si, selaku Ketua Program Studi Manajemen Fakultas Ekonomi dan
Bisnis Universitas Muhammadiyah Malang
4. Dr. Rohmat Dwi Jatmiko, M.M selaku Dosen Pembimbing pertama yang telah
meluangkan waktunya untuk mengoreksi serta memberikan petunjuk yang
sangat bermanfaat guna penyusunan skripsi ini.
5. Drs. Rahmad Wijaya, M.M, selaku Dosen Pembimbing kedua yang penuh
kesabaran telah memberikan bimbingan serta petunjuk hingga selesainya
penulisan skripsi ini.
6. Dra. Sandra Irawati, M.M, selaku Dosen Wali kelas G Angkatan 2011 Jurusan
Manajemen Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Malang.
7. Bapak dan Ibu Dosen beserta staf pengajar Program Studi Manajemen Fakultas
Ekonomi dan Bisnis Universitas Muhammadiyah Malang.
8. Ayah Purnomo dan Bunda Siti Aminah yang selama ini telah membesarkan dan
mendidik saya dengan penuh kasih sayang tanpa lelah bekerja dan berdoa demi
keberhasilan anak-anaknya serta memberikan seluruh kasih sayang. Menjadi
pahlawan dan inspirator terhebat yang selalu mendukung saya menjadi individu
terbaik dalam mengarungi hidup.
9. Kakak yang selalu mendukung dan memberi motivasi yang selalu memberikan
doa, semangat, dan dukungan.
10. Bhaskara. K pendamping terhebat dalam meraih berbagai prestasi dan
pencapaian selama ini, terima kasih.
11. Resti Yuliana sahabat tercinta dan teman-teman Manajemen G yang luar biasa,
terima kasih untuk kekompakan kalian.
12. Semua pihak yang telah memberikan sumbangan tenaga dan pikiran dalam
penyelesaian skripsi ini yang tidak bisa penulis sebutkan satu persatu, terima kasih
bantuannya.
Penulis berterima kasih atas semua yang mereka berikan, semoga mendapat
limpahan rahmad dari Allah SWT. Peneliti menyadari bahwa penulisan skripsi ini jauh
dari kesempurnaan. Hal ini karena terbatasnya kemampuan penulis sehingga penulis
mengharapkan kritik dan saran yang dapat membangun demi kesempurnaan skripsi ini.
Semoga skripsi ini dapat bermanfaat bagi pembaca.
Wassalamualaikum Wr. Wb.
Malang, 27 Januari 2014
Penulis
DAFTAR ISI
Halaman
ABSTRAK .............................................................................................................
................................................................................................................................ i
KATA
PENGANTAR .......................................................................................................
.............................................................................................................................. iii
DAFTAR
ISI ...........................................................................................................................
............................................................................................................................... v
DAFTAR
GAMBAR...............................................................................................................
............................................................................................................................. vii
DAFTAR
TABEL ...................................................................................................................
............................................................................................................................ viii
DAFTAR
LAMPIRAN ...........................................................................................................
.............................................................................................................................. ix
I. PENDAHULUAN ..................................................................................................
........................................................................................................................ 1
A. Latar Belakang
Masalah ..............................................................................................................
.......................................................................................................................... 1
B. Perumusan
Masalah ..............................................................................................................
.......................................................................................................................... 8
C. Tujuan
Penelitian ............................................................................................................
.......................................................................................................................... 8
D. Kegunaan
Penelitian ............................................................................................................
.......................................................................................................................... 9
II. TINJAUAN PUSTAKA DAN KERANGKA
KONSEPTUAL .....................................................................................................
.......................................................................................................................10
A. Landasan Penelitian
Terdahulu ............................................................................................................
........................................................................................................................ 10
B. Landasan
Teori ....................................................................................................................
........................................................................................................................ 10
1. Niat Pembelian
Ulang ............................................................................................................
.................................................................................................................. 12
2. Kepuasan
Pelanggan .....................................................................................................
.................................................................................................................. 15
3. Kepercayaan .................................................................................................
.................................................................................................................. 17
4. Hubungan antara kepercayaan dan niat pembelian
ulang .............................................................................................................
.................................................................................................................. 19
5. Hubungan Antara Kepuasan pelanggan dan niat pembelian
ulang .............................................................................................................
.................................................................................................................. 19
6. Hubungan antara kepuasan pelanggan dan
kepercayaan .................................................................................................
.................................................................................................................. 20
C. Kerangka
Pikir .....................................................................................................................
........................................................................................................................ 21
D. Hipotesis .............................................................................................................
........................................................................................................................ 22
III. METODE
PENELITIAN ........................................................................................................
.......................................................................................................................23
A. Definisi
operasional .........................................................................................................
........................................................................................................................ 23
B. Desain
Penelitian ............................................................................................................
........................................................................................................................ 24
C. Populasi dan
Sampel ................................................................................................................
........................................................................................................................ 24
D. Metode dan Prosedur Pengumpulan
Data ....................................................................................................................
........................................................................................................................ 26
E. Teknik Pengukuran
Variabel ...............................................................................................................
........................................................................................................................ 27
F. Teknik Analisis
Data ....................................................................................................................
........................................................................................................................ 27
1. Uji
Validitas ........................................................................................................
.................................................................................................................. 27
2. Uji
Reliabilitas.....................................................................................................
.................................................................................................................. 28
3. Analisis
Data ..............................................................................................................
.................................................................................................................. 29
A. Analisis
Diskriptif ...........................................................................................
..................................................................................................... 29
B. Analisis
Jalur .................................................................................................
..................................................................................................... 30
4. Uji
Hipotesis ......................................................................................................
................................................................................................................. 31
IV. HASIL PENELITIAN DAN
PEMBAHASAN ...................................................................................................
.......................................................................................................................33
A. Gambaran Umum
Responden ..........................................................................................................
........................................................................................................................ 33
B. Gambaran Umum Karakteristik
Responden ..........................................................................................................
........................................................................................................................ 33
1. Karakteristik Responden Berdasarkan Jenis
Kelamin .........................................................................................................
.................................................................................................................. 33
2. Karakteristik Responden Berdasarkan
Usia ...............................................................................................................
.................................................................................................................. 34
3. Karakteristik Responden Berdasarkan Uang
Saku ..............................................................................................................
.................................................................................................................. 35
C. Uji
Instrumen ...........................................................................................................
........................................................................................................................ 36
1. Uji
Validitas ........................................................................................................
.................................................................................................................. 36
2. Uji
Reliabilitas ....................................................................................................
.................................................................................................................. 38
3. Deskripsi Jawaban 100
Responden ....................................................................................................
.................................................................................................................. 40
D. Tehnik Analisis
Data ....................................................................................................................
........................................................................................................................ 43
1. Analisis
Jalur ..............................................................................................................
.................................................................................................................. 43
2. Uji
Hipotesa .......................................................................................................
.................................................................................................................. 48
a. Uji
F ...........................................................................................................
.......................................................................................................... 48
b. Uji
t ................................................................................................................................
............................................................................................................................. 49
E. Pembahasan .......................................................................................................
........................................................................................................................ 50
V. KESIMPULAN DAN
SARAN ...............................................................................................................
.......................................................................................................................54
..........................................................................................................................
A. Kesimpulan .........................................................................................................
........................................................................................................................ 54
B. Saran ...................................................................................................................
........................................................................................................................ 56
DAFTAR
PUSTAKA ..............................................................................................................
............................................................................................................................. 58
LAMPIRAN ...........................................................................................................
............................................................................................................................. 60
DAFTAR GAMBAR
No Judul Halaman
1. Gambar 2.1. The Theory of Reasoned Action is visually
conceptualized
........................................................................................................
13
2. Gambar 2.2. Kerangka Konsep
penelitian
.....................................................................................
21
3. Gambar 4.1. Hubungan Antar Variabel
.....................................................................................
45
4. Gambar 4.2. Hubungan antara kepuasan dan kepercayaan
.....................................................................................
46
5. Gambar 4.3. Sobel Test
.....................................................................................
47
DAFTAR TABEL
No Judul Halaman
1. Tabel 2.1. Definisi Operasional
.................................................................................................
23
2. Tabel 2.2. Nilai Index
.................................................................................................
30
3. Tabel 4.1. Responden Berdasarkan Jenis Kelamin
...............................................................................................
34
4. Tabel 4.2. Responden Berdasarkan Usia
.................................................................................................
34
5. Tabel 4.3. Responden Berdasarkan Uang Saku
....................................................................................................................
35
6. Tabel 4.4. Uji Validitas
....................................................................................................................
37
7. Tabel 4.5. Uji Reliabilitas
.................................................................................................
38
8. Tabel 4.6. Persentase Kepercayaan
....................................................................................................................
40
9. Tabel 4.7. Persentase Kepuasan
.................................................................................................
41
10. Tabel 4.8. Persentase Niat Pembelian Ulang
....................................................................................................................
42
11. Tabel 4.9. Hasil Analisis Jalur
.................................................................................................
44
12. Tabel 4.10. Mediasi
....................................................................................................................
46
13. Tabel 4.11. Hasil Sobel
Test
.................................................................................................
47
14. Tabel 4.12. Anova
....................................................................................................................
49
DAFTAR LAMPIRAN
No Judul Halaman
1. Lampiran I Kuisioner........................................................................ 62
2.
3.
4.
5.
6.
Lampiran II Hasil Jawaban 100 Responden.....................................
Lampiran III Hasil Uji Validitas.......................................................
Lampiran VI Hasil Uji Reliabilitas....................................................
Lampiran V Hasil Analisis Jalur.......................................................
Lampiran VI Nilai Index...................................................................
66
71
74
77
79
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