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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