ANALISA KEPUASAN PELANGGAN TERHADAP IMPLEMENTASI E-CRM PADA PT. BHINNEKA MENTARI DIMENSI

ANALISA KEPUASAN PELANGGAN TERHADAP IMPLEMENTASI E-CRM PADA PT. BHINNEKA MENTARI DIMENSI

SKRIPSI

Oleh : Sandy Nugraha / 1100028731 Ferrary Pratama / 1100033145 Denis Herpin / 1100033183 Kelas/Kelompok : 07PAM/02

PROGRAM STUDI SISTEM INFORMASI BINA NUSANTARA UNIVERSITY JAKARTA 2011

ANALISA KEPUASAN PELANGGAN TERHADAP IMPLEMENTASI E-CRM PADA PT. BHINNEKA MENTARI DIMENSI

SKRIPSI diajukan sebagai salah satu syarat untuk gelar kesarjanaan pada Jurusan Sistem Informasi Jenjang Pendidikan Strata-1 Oleh : Sandy Nugraha / 1100028731 Ferrary Pratama / 1100033145 Denis Herpin / 1100033183 Kelas/Kelompok : 07PAM/02

PROGRAM STUDI SISTEM INFORMASI BINA NUSANTARA UNIVERSITY JAKARTA 2011

ANALISA KEPUASAN PELANGGAN TERHADAP IMPLEMENTASI ECRM PADA PT. BHINNEKA MENTARI DIMENSI

SKRIPSI

Disusun oleh :

Sandy Nugraha 1100028731

Ferrary Pratama 1100033145

Disetujui oleh :

Pembimbing

Meyliana,S.Kom.MM. Kode dosen : D1702

Universitas Bina Nusantara Jakarta 2011

Denis Herpin 1100033183

Contoh Halaman Pemberian Hak Cipta Non Eksklusif dari Mahasiswa ke Universitas Bina Nusantara PERNYATAAN Dengan ini kami Nama : Sandy Nugraha NIM : 1100028731 Nama : Ferrary Pratama NIM : 1100033145 Nama : Denis Herpin NIM : 1100033145 Judul skripsi : ANALISA KEPUASAN PELANGGAN TERHADAP IMPLEMENTASI ECRM PADA PT. BHINNEKA MENTARI DIMENSI Memberikan kepada Universitas Bina Nusantara hak non-eksklusif untuk menyimpan, memperbanyak, dan menyebarluaskan skripsi karya kami, secara keseluruhan atau hanya sebagian atau hanya ringkasannya saja, dalam bentuk format tercetak dan atau elektronik. Menyatakan bahwa kami, akan mempertahankan hak exclusive kami, untuk menggunakan seluruh atau sebagian isi skripsi kami, guna pengembangan karya di masa depan, misalnya bentuk artikel, buku, perangkat lunak, ataupun sistem informasi.

Jakarta, tanggal ……

Sandy Nugraha

Ferrary Pratama

Denis Herpin

PRAKATA Puji dan syukur kami panjatkan kepada Tuhan YME atas berkat dan rahmat-Nya sehingga kami dapat menyelesaikan SKRIPSI dengan sebaik-baiknya dan tepat pada waktu yang telah ditentukan. Laporan SKRIPSI ini dibuat untuk memenuhi nilai serta mengetahui apakah mahasiswa mengerti tugas yang diberikan. Disadari kami tidak dapat menyelesaikan SKRIPSI tanpa bantuan dari berbagai pihak,sehingga kami ingin mengucapkan terima kasih kepada: • Prof. Dr. Ir. Harjanto Prabowo, MM selaku Rektor Universitas Bina Nusantara • Ir. Sablin Yusuf, M.Sc.,M.Comp.Sc. selaku Dekan Fakultas Ilmu Komputer • Johan, S.Kom,MM.Selaku Kepala Jurusan Sistem Informasi • Meyliana,S.Kom,MM sebagai dosen pembimbing SKRIPSI sehingga kami dapat menyelesaikan SKRIPSI tepat pada waktu yang telah ditentukan • Keluarga yang mendukung kami untuk menyelesaikan SKRIPSI • Teman-teman yang selalu memberikan dukungan dan semangat • Dan juga kepada para mahasiswa yang telah meluangkan waktunya untuk mengisi kuesioner Kami menyadari bahwa SKRIPSI ini jauh dari kata sempurna. Oleh karena itu kami dengan lapang dada menerima kritik dan saran yang membangun demi kesempurnaan SKRIPSI.

iv

Akhir kata kami mengucapkan terima kasih kepada pembaca yang telah meluangkan waktunya untuk membaca penelitian ini. Kami meminta maaf bila ada kalimat yang tidak berkenan dihati para pembaca.

Jakarta,27 Januari 2011 Penyusun

(Kelompok 2/ 07PAM)

v

DAFTAR ISI Halaman Judul Dalam ...................................................................................................... i Halaman Persetujuan Soft Cover ...................................................................................ii ABSTRAK ....................................................................................................................... iii PRAKATA ........................................................................................................................ iv DAFTAR ISI ..................................................................................................................... vi DAFTAR TABEL .......................................................................................................... xiii DAFTAR GAMBAR ...................................................................................................... xvi DAFTAR LAMPIRAN ..................................................................................................xxii BAB 1 PENDAHULUAN ................................................................................................ 1 1.1. Latar Belakang Permasalahan ................................................................................. 1 1.2.Rumusan Permasalahan ............................................................................................ 2 1.3.Ruang Lingkup ......................................................................................................... 2 1.4.Tujuan dan Manfaat .................................................................................................. 3 1.4.1.Tujuan ................................................................................................................ 3 1.4.2.Manfaat .............................................................................................................. 3 1.5.Metodologi Penelitian .............................................................................................. 4 1.6.Sistematika Penulisan ............................................................................................... 4 BAB 2 LANDASAN TEORI ........................................................................................... 6 2.1. Teori Umum ............................................................................................................ 6 2.1.1. Populasi dan Sampel ........................................................................................ 6 2.1.1.1. Populasi ...................................................................................................... 6 2.1.1.2. Sampel ........................................................................................................ 7 vi

vii

2.2. Teori Khusus ........................................................................................................... 8 2.2.1.Traditional CRM ................................................................................................ 8 2.2.2 Social CRM ....................................................................................................... 8 2.2.3. Manfaat CRM ................................................................................................... 9 2.2.4. E-CRM ............................................................................................................ 10 2.2.5. Manfaat e-CRM .............................................................................................. 11 2.2.6. Faktor Penentu Keberhasilan e-CRM ............................................................. 12 2.2.7.CRM ................................................................................................................ 12 2.2.8 Komponen CRM .............................................................................................. 14 2.2.9. Analisa kuantitatif, regresi berganda .............................................................. 15 2.2.10. Uji Validitas .................................................................................................. 15 2.2.11. Uji Reliabilitas .............................................................................................. 17 2.2.12. Pre-Purchase ............................................................................................... 18 2.2.13. At-Purchase ................................................................................................. 21 2.2.14. Post-Purchase ............................................................................................... 23 2.2.15. E-Satisfaction ................................................................................................ 24 2.2.16. E-Trust .......................................................................................................... 25 2.2.17. E-Loyalty...................................................................................................... 27 2.2.18. Teknik Pengumpulan Data ........................................................................... 28 2.2.19. Metode Analisis ............................................................................................ 28 BAB 3 METODOLOGI PENELITIAN ....................................................................... 29 3.1 Kerangka Berpikir .................................................................................................. 29 3.2 Latar Belakang Perusahaan .................................................................................... 30 3.3 Waktu dan Tempat ................................................................................................. 32

viii

3.4 Metode Pengumpulan Data .................................................................................... 33 3.4.1 Populasi dan Sampel ........................................................................................ 33 3.4.2. Teknik Pengumpulan Data.............................................................................. 33 3.5 Metode Analisis ...................................................................................................... 34 3.5.1 Model Penelitian .............................................................................................. 35 3.5.2 Variabel Penelitian........................................................................................... 36 3.6 Hipotesa .................................................................................................................. 37 3.6.1 Hipotesa berdasarkan Analisa Korelasi ........................................................... 37 3.6.2 Hipotesa berdasarkan Analisa Regresi Berganda ............................................ 40 BAB 4 HASIL PENELITIAN ....................................................................................... 43 4.1. Responden Kuesioner ............................................................................................ 43 4.2. Analisis Validitas dan Reliabilitas......................................................................... 48 4.2.1. Daftar Pertanyaan pada Kuesioner.................................................................. 49 4.2.2. Uji Validitas terhadap Variabel Pre-Purchase (A)......................................... 50 4.2.2.1.Uji Validitas Kepentingan Variabel Pre-Purchase (A) ............................ 50 4.2.2.2.Uji Validitas Kinerja Variabel Pre-Purchase (A)..................................... 51 4.2.3. Uji Validitas terhadap Variabel At-Purchase (B) ........................................... 51 4.2.3.1.Uji Validitas Kepentingan Variabel At-Purchase (B)............................... 51 4.2.3.2.Uji Validitas Kinerja Variabel At-Purchase (B) ....................................... 52 4.2.4. Uji Validitas terhadap Variabel Post-Purchase (C) ....................................... 52 4.2.4.1.Uji Validitas Kepentingan Variabel Post-Purchase (C) ........................... 52 4.2.4.2. Uji Validitas Kinerja Variabel Post-Purchase (C)................................... 53 4.2.5. Uji Validitas terhadap Variabel E-Trust (D)................................................... 53 4.2.5.1.Uji Validitas Kepentingan Variabel E-Trust (D) ...................................... 53 4.2.5.2.Uji Validitas Kinerja Variabel E-Trust (D)............................................... 54

ix

4.2.6. Uji Validitas terhadap Variabel E-Satisfaction (E)......................................... 54 4.2.6.1.Uji Validitas Kepentingan Variabel E-Satisfaction (E) ............................ 54 4.2.6.2.Uji Validitas Kinerja Variabel E-Satisfaction (E) ..................................... 55 4.2.7. Uji Validitas terhadap Variabel E-Loyalty (F) ............................................... 55 4.2.7.1.Uji Validitas Kepentingan Variabel E-Loyalty (F) ................................... 55 4.2.7.2.Uji Validitas Kinerja Variabel E-Loyalty (F)............................................ 56 4.2.8. Uji Reliabilitas terhadap Variabel Pre-Purchase (A) ..................................... 56 4.2.8.1.Uji Reliabilitas Kepentingan Variabel Pre-Purchase (A) ........................ 56 4.2.8.2.Uji Reliabilitas Kinerja Variabel Pre-Purchase (A) ................................. 57 4.2.9. Uji Reliabilitas terhadap Variabel At-Purchase (B) ....................................... 57 4.2.9.1.Uji Reliabilitas Kepentingan Variabel At-Purchase (B) ........................... 57 4.2.9.2.Uji Reliabilitas Kinerja Variabel At-Purchase (B).................................... 58 4.2.10. Uji Reliabilitas terhadap Variabel Post-Purchase (C) .................................. 58 4.2.10.1.Uji Reliabilitas Kepentingan Variabel Post-Purchase (C) ..................... 58 4.2.10.2.Uji Reliabilitas Kinerja Variabel Post-Purchase (C) .............................. 58 4.2.11. Uji Reliabilitas terhadap Variabel E-Trust (D) ............................................. 59 4.2.11.1.Uji Reliabilitas Kepentingan Variabel E-Trust (D) ................................ 59 4.2.11.2.Uji Reliabilitas Kinerja Variabel E-Trust (D) ......................................... 60 4.2.12. Uji Reliabilitas terhadap Variabel E-Satisfaction (E) ................................... 60 4.2.12.1.Uji Reliabilitas Kepentingan Variabel E-Satisfaction (E) ...................... 60 4.2.12.2.Uji Reliabilitas Kinerja Variabel E-Satisfaction (E) ............................... 61 4.2.13. Uji Reliabilitas terhadap Variabel E-Loyalty (F) .......................................... 61 4.2.13.1.Uji Reliabilitas Kepentingan Variabel E-Loyalty (F).............................. 61 4.2.13.2.Uji Reliabilitas Kinerja Variabel E-Loyalty (F) ...................................... 62 4.3 Analisis Korelasi .................................................................................................... 63 4.3.1 Korelasi Variabel Pre-Purchase (A) terhadap Variabel Inertia (E1) .............. 64 4.3.2 Korelasi Variabel At-Purchase (B) terhadap Variabel Inertia (E1) ................ 65

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4.3.3 Korelasi Variabel Post-Purchase (C) terhadap Variabel Inertia (E1)............. 65 4.3.4 Korelasi Variabel Pre-Purchase (A) terhadap Variabel Convenience Motivation (E2) ......................................................................................................... 66 4.3.5 Korelasi Variabel At-Purchase (B) terhadap Variabel Convenience Motivation (E2) ........................................................................................................................... 67 4.3.6 Korelasi Variabel Post-Purchase (C) terhadap Variabel Convenience Motivation (E2) ......................................................................................................... 68 4.3.7 Korelasi Variabel Pre-Purchase (A) terhadap Variabel Perceive Value (E3) 69 4.3.8 Korelasi Variabel At-Purchase (B) terhadap Variabel Perceive Value (E3) ... 70 4.3.9 Korelasi Variabel Post-Purchase (C) terhadap Variabel Perceive Value (E3)70 4.3.10 Korelasi Variabel E-Trust (D) terhadap Variabel Inertia (E1) ...................... 71 4.3.11 Korelasi Variabel E-Trust (D) terhadap Variabel Convenience Motivation (E2) ........................................................................................................................... 72 4.3.12 Korelasi Variabel E-Trust (D) terhadap Variabel Perceive Value (E3) ........ 72 4.3.13 Korelasi Variabel E-Trust (D) terhadap Variabel E-Loyalty (F) ................... 73 4.3.14 Korelasi Variabel E-Satisfaction (E) terhadap Variabel E-Loyalty (F) ......... 73 4.4 Analisis Regresi ...................................................................................................... 74 4.4.1 Regresi Variabel Pre-Purchase (A) terhadap Variabel Inertia (E1) .............. 74 4.4.2 Regresi Variabel At-Purchase (B) terhadap Variabel Inertia (E1).................. 76 4.4.3 Regresi Variabel Post-Purchase (C) terhadap Variabel Inertia (E1) .............. 77 4.4.4 Regresi Variabel Pre-Purchase (A) terhadap Variabel Convenience Motivation (E2) ......................................................................................................... 78 4.4.5 Regresi Variabel At-Purchase (B) terhadap Variabel Convenience Motivation (E2) ........................................................................................................................... 80 4.4.6 Regresi Variabel Post-Purchase (C) terhadap Variabel Convenience Motivation (E2) ......................................................................................................... 81 4.4.7 Regresi Variabel Pre-Purchase (A) terhadap Variabel Perceive Value (E3) .. 82

xi

4.4.8 Regresi Variabel At-Purchase (B) terhadap Variabel Perceive Value (E3) .... 84 4.4.9 Regresi Variabel Post-Purchase (C) terhadap Variabel Perceive Value (E3). 85 4.4.10 Regresi Variabel E-Trust (D) terhadap Variabel Inertia (E1) ....................... 86 4.4.11 Regresi Variabel E-Trust (D) terhadap Variabel Convenience Motivation (E2) ........................................................................................................................... 88 4.4.12 Regresi Variabel E-Trust (D) terhadap Variabel Perceive Value (E3).......... 89 4.4.13 Regresi Variabel E-Trust (D) terhadap Variabel E-Loyalty (F) .................... 90 4.4.14 Regresi Variabel E-Satisfaction (E) terhadap Variabel E-Loyalty (F) .......... 91 4.5 Gap Analisis ........................................................................................................... 93 4.5.1 Gap antara Kepentingan dan Kinerja untuk Variabel pre-purchase (A) ........ 94 4.5.2 Gap antara Kepentingan dan Kinerja untuk Variabel at-purchase (B) ........... 96 4.5.3 Gap antara Kepentingan dan Kinerja untuk Variabel post-purchase (C) ....... 98 4.5.4 Gap antara Kepentingan dan Kinerja untuk Variabel e-trust (D) ................. 100 4.5.5 Gap antara Kepentingan dan Kinerja untuk Variabel e-satisfaction (E) ...... 102 4.5.6 Gap antara Kepentingan dan Kinerja untuk Variabel e-loyalty (F) .............. 104 4.6 Analisa Deskriptif................................................................................................. 110 4.6.1 General Information....................................................................................... 110 4.6.2 Korelasi .......................................................................................................... 110 4.6.3 Regresi ........................................................................................................... 118 4.7. Rekomendasi ....................................................................................................... 124 BAB 5 SIMPULAN DAN SARAN .............................................................................. 127 5.1 Simpulan ............................................................................................................... 127 5.2 Saran ..................................................................................................................... 129 Daftar Pustaka.............................................................................................................. 132

xii

Riwayat Hidup.............................................................................................................. 134 Lampiran ....................................................................................................................... L1 Surat Survey

DAFTAR TABEL Halaman Tabel 2.1

Variabel Pre-Purchase

18

Tabel 2.2

Variabel At-Purchase

20

Tabel 2.3

Variabel Post-Purchase

22

Tabel 3.1

Tabel Jadwal Kegiatan

30

Tabel 3.2

Variabel Penelitian yang digunakan

34

Tabel 4.1

Responden

43

Tabel 4.3

Daftar Pertanyaan kuesioner

48

Tabel 4.4

Uji Validitas Kepentingan Variabel Pre-Purchase (A)

49

Tabel 4.5

Uji Validitas Kinerja Variabel Pre-Purchase (A)

50

Tabel 4.6

Uji Validitas Kepentingan Variabel At-Purchase (B)

50

Tabel 4.7

Uji Validitas Kinerja Variabel At-Purchase (B)

51

Tabel 4.8

Uji Validitas Kepentingan Variabel Post-Purchase (C)

51

Tabel 4.9

Uji Validitas Kinerja Variabel Post-Purchase (C)

52

Tabel 4.10

Uji Validitas Kepentingan Variabel E-Trust (D)

52

Tabel 4.11

Uji Validitas Kinerja Variabel E-Trust (D)

53

Tabel 4.12

Uji Validitas Kepentingan Variabel E-Satisfaction (E)

53

Tabel 4.13

Uji Validitas Kinerja Variabel E-Satisfaction (E)

54

Tabel 4.14

Uji Validitas Kepentingan Variabel E-Loyalty (F)

54

Tabel 4.15

Uji Validitas Kinerja Variabel E-Loyalty (F)

55

Tabel 4.16

Uji Reliabilitas Kepentingan Variabel Pre-Purchase (A)

55

Tabel 4.17

Uji Reliabilitas Kinerja Variabel Pre-Purchase (A)

56

Tabel 4.18

Uji Reliabilitas Kepentingan Variabel At-Purchase (B)

56

Tabel 4.19

Uji Reliabilitas Kinerja Variabel At-Purchase (B)

57

Tabel 4.20

Uji Reliabilitas Kepentingan Variabel Post-Purchase (C)

57

Tabel 4.21

Uji Reliabilitas Kinerja Variabel Post-Purchase (C)

58

Tabel 4.22

Uji Reliabilitas Kepentingan Variabel E-Trust (D)

58

Tabel 4.23

Uji Reliabilitas Kinerja Variabel E-Trust (D)

59

Tabel 4.24

Uji Reliabilitas Kepentingan Variabel E-Satisfaction (E)

59

vi

Tabel 4.25

Uji Reliabilitas Kinerja Variabel E-Satisfaction (E)

60

Tabel 4.26

Uji Reliabilitas Kepentingan Variabel E-Loyalty (F)

60

Tabel 4.27

Uji Reliabilitas Kinerja Variabel E-Loyalty (F)

61

Tabel 4.28

Korelasi

62

Tabel 4.29

Regresi Variabel Pre-Purchase (A) terhadap Inertia (E1)

74

Tabel 4.30

Regresi Variabel At-Purchase (B) terhadap Inertia (E1)

75

Tabel 4.31

Regresi Variabel Post-Purchase (C) terhadap Inertia (E1)

76

Tabel 4.32

Regresi Variabel Pre-Purchase (A) terhadap Convenience

78

Motivation (E2) Tabel 4.33

Regresi Variabel At-Purchase (B) terhadap

Convenience

79

Regresi Variabel Post-Purchase (C) terhadap Convenience

81



Regresi Variabel Pre-Purchase (A) terhadap Perceive Value

82

(E3) Tabel 4.36

Regresi Variabel At-Purchase (B) terhadap Perceive Value (E3)

83

Tabel 4.37

Regresi Variabel Post-Purchase (C) terhadap Perceive Value

84

(E3) Tabel 4.36

Regresi Variabel E-Trust (D) terhadap Inertia (E1)

86

Tabel 4.37

Regresi Variabel E-Trust (D) terhadap Convenience Motivation

87

(E2) Tabel 4.38

Regresi Variabel E-Trust (D) terhadap Perceive Value (E3)

88

Tabel 4.39

Regresi Variabel E-Trust (D) terhadap E-Loyalty (F)

89

vii

Tabel 4.42

Regresi Variabel E-Satisfaction (E) terhadap E-Loyalty (F)

90

Tabel 4.43

Customer Satisfaction Map Variabel Pre-Purchase (A)

92

Tabel 4.44

Tabel Keterangan Pembagian Kuadran Gap Variabel Pre-

93

Purchase (A) Tabel 4.45

Customer Satisfaction Map Variabel At-Purchase (B)

94

Tabel 4.46

Tabel Keterangan Pembagian Kuadran Gap Variabel At-

94

Purchase (B) Tabel 4.47

Customer Satisfaction Map Variabel Post-Purchase (C)

96

Tabel 4.48

Tabel Keterangan Pembagian Kuadran Gap Variabel Post-

96

Purchase (C) Tabel 4.49

Customer Satisfaction Map Variabel E-Trust (D)

98

Tabel 4.50

Tabel Keterangan Pembagian Kuadran Gap Variabel E-Trust (D)

99

Tabel 4.51

Customer Satisfaction Map Variabel E-Satisfaction (E)

100

Tabel 4.52

Tabel Keterangan Pembagian Kuadran Gap Variabel E-

101

Satisfaction (E) Tabel 4.53

Customer Satisfaction Map Variabel E-Loyalty (F)

102

Tabel 4.54

Tabel Keterangan Pembagian Kuadran Gap Variabel E-Loyalty

103

(F) Tabel 4.55

Tabel Rata – rata Semua Variabel

viii

104

DAFTAR GAMBAR Halaman Gambar 2.1

Rumus Korelasi Pearson

15

Gambar 2.2

Rumus Uji Reliabilitas

16

Gambar 3.1

Kerangka Berpikir

27

Gambar 3.2

Model Penelitian

33

Gambar 4.1

Responden Berdasarkan Jenis Kelamin

44

Gambar 4.2

Responden Berdasarkan Umur

45

Gambar 4.3

Responden Berdasarkan Angkatan / BINUSIAN

46

Gambar 4.4

Responden Berdasarkan Program Studi

47

Gambar 4.5

Korelasi Variabel Pre-Purchase (A) terhadap Inertia (E1)

63

Gambar 4.6

Korelasi Variabel At-Purchase (B) terhadap Inertia (E1)

64

Gambar 4.7

Korelasi Variabel Post-Purchase (C) terhadap Inertia (E1)

64

Gambar 4.8

Korelasi Variabel Pre-Purchase (A) terhadap Convenience

65

Motivation (E2) Gambar 4.9

Korelasi Variabel At-Purchase (B) terhadap Convenience

66


Korelasi Variabel Post-Purchase (C) terhadap Convenience

67


Korelasi Variabel Pre-Purchase (A) terhadap Perceive Value

68

(E3) Gambar 4.12

Korelasi Variabel At-Purchase (B) terhadap Perceive Value

69

(E3) Gambar 4.13

Korelasi Variabel Post-Purchase (C) terhadapPerceive Value

69

(E3) Gambar 4.14

Korelasi Variabel E-Trust (D) terhadap Inertia (E1)

70

Gambar 4.15

Korelasi Variabel E-Trust (D) terhadap Convenience

71

ix


Korelasi Variabel E-Trust (D) terhadap Perceive Value (E3)

71

Gambar 4.17

Korelasi Variabel E-Trust (D) terhadap E-Loyalty (F)

72

Gambar 4.18

Korelasi Variabel E-Satisfaction (E) terhadap E-Loyalty (F)

73

Gambar 4.19

Regresi Variabel Pre-Purchase (A) terhadap Inertia (E1)

74

Gambar 4.20

Regresi Variabel At-Purchase (B) terhadap Inertia (E1)

75

Gambar 4.21

Regresi Variabel Post-Purchase (C) terhadap Inertia (E1)

76

Gambar 4.22

Regresi Variabel Pre-Purchase (A) terhadap Convenience

77


Regresi Variabel At-Purchase (B) terhadap Convenience

79


Regresi Variabel Post-Purchase (C) terhadap Convenience

80


Regresi Variabel Pre-Purchase (A) terhadap Perceive Value

81

(E3) Gambar 4.26

Regresi Variabel At-Purchase (B) terhadap Perceive Value

83

(E3) Gambar 4.27

Regresi Variabel Post-Purchase (C) terhadap Perceive Value

84

(E3) Gambar 4.38

Regresi Variabel E-Trust (D) terhadap Inertia (E1)

85

Gambar 4.39

Regresi Variabel E-Trust (D) terhadap Convenience

87


Regresi Variabel E-Trust (D) terhadap Perceive Value (E3)

x

88

Gambar 4.41

Regresi Variabel E-Trust (D) terhadap E-Loyalty (F)

89

Gambar 4.32

Regresi Variabel E-Satisfaction (E) terhadap E-Loyalty (F)

90

Gambar 4.33

Pembagian Kuadran Gap Berdasarkan Nilai Rata-rata Hasil

93

Pengukuran Kepentingan dan Kinerja Variabel Pre-Purchase (A) Gambar 4.34


95

Pengukuran Kepentingan dan Kinerja Variabel At-Purchase (B) Gambar 4.35

Pembagian Kuadran Gap Berdasarkan Nilai Rata-rata

97

HasilPengukuran Kepentingan dan Kinerja Variabel PostPurchase (C) Gambar 4.36

Pembagian Kuadran GapBerdasarkan Nilai Rata-rata Hasil

99

Pengukuran Kepentingan dan Kinerja Variabel E-Trust (D) Gambar 4.37


101

Pengukuran Kepentingan dan Kinerja Variabel E-Satisfaction (E) Gambar 4.38

Pembagian Kuadran GapBerdasarkan Nilai Rata-rata Hasil

103

Pengukuran Kepentingan dan Kinerja Variabel E-Loyalty (F) Gambar 4.39

Grafik Variabel

105

Gambar 4.40

Summary Data Penelitian

106

Gambar 4.41

Hubungan Korelasi Variabel Pre-Purchase (A) terhadap

107

Inertia (E1)

xi

Gambar 4.42

Hubungan Korelasi variabel At-Purchase (B) terhadap Inertia

108

(E1) Gambar 4.43

Hubungan Korelasi Variabel Post-Purchase (C) terhadap

109

Inertia (E1) Gambar 4.44

Hubungan Korelasi Variabel Pre-Purchase (A) terhadap

109

Convenience Motivation (E2) Gambar 4.45

Hubungan Korelasi variabel At-Purchase (B) terhadap

110


Hubungan Korelasi variabel Post-Purchase (C) terhadap

110


Hubungan Korelasi variabel Pre-Purchase (A) terhadap

111

Perceive Value (E3) Gambar 4.48

Hubungan Korelasi variabel At-Purchase (B) terhadap

112


Hubungan Korelasi variabel Post-Purchase (C) terhadap

112


Hubungan Korelasi variabel E-Trust (D) terhadap Inertia

113

(E1) Gambar 4.51

Hubungan Korelasi variabel E-Trust (D) terhadap

113


Hubungan Korelasi variabel E-Trust (D) terhadap Perceive Value (E3)

xii

114

Gambar 4.53

Hubungan Korelasi variabel E-Trust (D) terhadap E-Loyalty

115

(F) Gambar 4.54

Hubungan Korelasi variabel E-Satisfaction (E) terhadap E-

115

Loyalty (F) Gambar 4.55

Hubungan Regresi Variabel Pre-Purchase (A) terhadap

115


Hubungan Regresi variabel At-Purchase (B) terhadap Inertia

116

(E1) Gambar 4.57

Hubungan Regresi variabel Post-Purchase (C) terhadap

116



117


Hubungan Regresi variabel At-Purchase (B) terhadap

117



118



118


Hubungan Regresi variabel At-Purchase (B) terhadap

119



119


Hubungan Regresi variabel E-Trust (D) terhadap Inertia (E1)

xiii

120

Gambar 4.65

Hubungan Regresi variabel E-Trust (D) terhadap

120


Hubungan Regresi variabel E-Trust (D) terhadap Perceive

121

Value (E3) Gambar 4.67

Hubungan Regresi variabel E-Trust (D) terhadap E-Loyalty

122

(F) Gambar 4.68

Hubungan Regresi variabel E-Satisfaction (E) terhadap ELoyalty (F)

xiv

123

DAFTAR LAMPIRAN

Lampiran A (Kuesioner) .............................................................................................. ..L1 Lampiran B (Data Interval) ......................................................................................... ..L4 Lampiran C (Data Korelasi) ........................................................................................ ..L5 Kinerja variabel Pre-Purchase (A) ................................................................................L5 Kinerja variabel At-Purchase (B) ..................................................................................L6 Kinerja variabel Post-Purchase (C)............................................................................. ..L7 Kinerja variabel E-Satisafaction (E) ............................................................................ ..L8 Kinerja variabel E-Trust (D) ........................................................................................ ..L9 Kinerja variabel E-Loyalty (F) ..................................................................................... L10 Kepentingan variabel Pre-Purchase (A) ..................................................................... L11 Kepentingan variabel At-Purchase (B) ........................................................................L12 Kepentingan variabel Post-Purchase (C) .................................................................... L13 Kepentingan variabel E-Satisafaction (E) ................................................................... L14 Kepentingan variabel E-Trust (D) .............................................................................. L15 Kepentingan variabel E-Loyalty (F) ........................................................................... L16 Lampiran C (Data Reliabilitas) ................................................................................... L17 Kepentingan variabel Pre-Purchase (A) ..................................................................... L17 Kepentingan variabel At-Purchase (B) ........................................................................L17 Kepentingan variabel Post-Purchase (C) .................................................................... L17 Kepentingan variabel E-Trust (D) .............................................................................. L17 Kepentingan variabel E-Satisafaction (E) ................................................................... L18 Kepentingan variabel E-Loyalty (F) ........................................................................... L18 xxii

Kinerja variabel Pre-Purchase (A) ..............................................................................L18 Kinerja variabel At-Purchase (B) ................................................................................L18 Kinerja variabel Post-Purchase (C)............................................................................. L18 Kinerja variabel E-Satisafaction (E) ............................................................................ L19 Kinerja variabel E-Trust (D) ........................................................................................ L19 Kinerja variabel E-Loyalty (F) ..................................................................................... L19 Lampiran D (Korelasi) ................................................................................................. L20 Lampiran D (Regresi) .................................................................................................. L21 Regresi variabel Pre-Purchase (A) terhadap variabel Inertia (E1) ............................. L21 Regresi variabel At-Purchase (B) terhadap variabel Inertia (E1) ............................... L22 Regresi variabel Post-Purchase (C) terhadap variabel Inertia (E1) ............................ L23 Regresi variabel Pre-Purchase (A) terhadap variabel Convenience Motivation (E2) L24 Regresi variabel At-Purchase (B) terhadap variabel Convenience Motivation (E2) ... L25 Regresi variabel Post-Purchase (C) terhadap variabel Convenience Motivation (E2) L26 Regresi variabel Pre-Purchase (A) terhadap Perceive Value (E3) ............................. L27 Regresi variabel At-Purchase (B) terhadap Perceive Value (E3) ................................ L28 Regresi variabel Post-Purchase (C) terhadap Perceive Value (E3) ............................ L29 Regresi variabel E-Trust (D) terhadap Inertia (E1) .................................................... L30 Regresi E-Trust (D) terhadap Convenience Motivation (E2) ...................................... L31 Regresi E-Trust (D) terhadap Perceive Value (E3) ..................................................... L32 Regresi varibel E-Trust (D) terhadap E-Loyalty (F) .................................................... L33 Regresi variabel E-Satisfaction (E) terhadap E-Loyalty (F) ........................................ L34 Lampiran E (Tabel Sampel)......................................................................................... L35 Lampiran E (Tabel R) .................................................................................................. L36 xxiii

ANALISA KEPUASAN PELANGGAN TERHADAP IMPLEMENTASI E-CRM PADA PT. BHINNEKA MENTARI DIMENSI

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