PERSEPSI KUALITAS PELAYANAN ELEKTRONIK DAN eWOM PADA ONLINE SHOP TOKOPEDIA BERDASARKAN GENDER

Atty Erdiana, Lestari -

Abstract


Peneitian ini bertujuan untuk  menguji perbedaan  persepsi kualitas pelayanan elektronik dan  menguji perbedaan persepsi electronic word of mouth pada konsumen pria dan wanita dalam berbelanja di online shop Tokopedia pada mahasiswa Fakultas Ekonomi Dan Bisnis Universitas Wijaya Kusuma Surabaya. Populasi dalam penelitian adalah para mahasiswa Fakultas Ekonomi dan Bisnis Universitas Wijaya Kusuma Surabaya yang pernah berbelanja di online shop Tokopedia. Pemilihan sampel penelitian menggunakan teknik purposive sampling, dengan kriteria mahasiswa yang masih aktif dan pernah melakukan pembelian minimal satu kali di online shop Tokopedia dalam kurun waktu setahun terakhir ini. Untuk menguji ada tidaknya perbedaan persepsi dari sampel yang diteliti digunakan tehnik Independent sample t test.

Hasil penelitian menunjukkan bahwa tidak terdapat perbedaan persepsi yang signifikan antara konsumen pria dan wanita dalam menilai tentang kualitas pelayanan elektronik di online shop Tokopedia, tetapi terdapat perbedaan yang signifikan antara konsumen pria dan wanita dalam melakukan Electronic Word of Mouth di online shop Tokopedia. Perbedaan kemungkinan karena konsumen pria dan wanita mempunyai perilaku dan karekteristik emosional yang berbeda.


Keywords


Kualitas pelayanan elektronik, Electronic Word of Mouth, Gender

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References


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DOI: http://dx.doi.org/10.36467/jmm.v7i1.1493

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