KEGAGALAN DAN PEMULIHAN BELANJA ONLINE; SAAT MATERI KESALAHAN (ANALISIS MULTI KELOMPOK)

service technology inventions after failing and return them to an online shopping experience, satisfaction, and pleasure to buy back. This study discusses two groups of customers, the group that thinks about becoming their own responsibility and the online shopping website responsibility. Research data were collected using a self-administered questionnaire, which was taken by 200 respondents, taken by the mall interception method. The analytic method of structural equation modeling used is structural equation modeling. Findings - The main findings of this study are the quality of self-service technology after failure and the Return of self-service technology affect the online shopping experience and satisfaction. Another finding is a shopping experience that gives satisfaction. The practical implications of the findings of this study have implications for online shopping on company websites such as developing service improvement strategies, to improve the quality of self-service technology and customer experience. Originality / Value of this study uses the theory of expectation confirmation and attribution theory on the influence of the quality of self-service technology after failure and its recovery on two groups of customers, which are erequested on the attribution of the locus of responsibility

1.  UEU-Master-17106-Cover.Image.Marked.pdf - 137 KB
2.  UEU-Master-17106-Halaman pengesahan.Image.Marked.pdf - 343 KB
3.  UEU-Master-17106-Halaman persetujuan publikasi.Image.Marked.pdf - 1857 KB
4.  UEU-Master-17106-Halaman orisinalitas.Image.Marked.pdf - 1306 KB
5.  UEU-Master-17106-Abstrak.Image.Marked.pdf - 179 KB
6.  UEU-Master-17106-Kata pengntar.Image.Marked.pdf - 2262 KB
7.  UEU-Master-17106-Daftar isi.Image.Marked.pdf - 323 KB
8.  UEU-Master-17106-Daftar pustaka.Image.Marked.pdf - 333 KB
9.  UEU-Master-17106-Lampiran.Image.Marked.pdf - 237 KB
10.  UEU-Master-17106-Bab1.Image.Marked.pdf - 239 KB

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