NUGRAHA, Yoga Dwi (2018) The Influence of Layout Design and Website Characteristic on Consumer Satisfaction and Revisit Intention (Study of Tokopedia Consumers). Skripsi thesis, Universitas Jenderal Soedirman.

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Abstract

The rapid development of technology led to significant lifestyle changes. Previously more likely to be offline, but now more likely to be online. These changes include transactions, exchanging information, searching for goods and services, and so on. Internet that plays an important role in these lifestyle changes, this makes many emerging companies with Internet-based. Looking at internet and mobile usage, by 2016, internet users in Indonesia have reached about 132.7 million or increased 51.8% from 2014. Followed by potential startup growth, according to research institute CHGR uploaded by Beritasatu.com stated that the amount startup in Indonesia is projected to grow to 6.5 fold to around 13,000 by 2020. The growth indicates that more and more marketplace players in Indonesia are competing, and one that is already known is Tokopedia. Tokopedia ranked 28th in the world and ranked 1st in Indonesia according to startuprangking.com (2017), the score reflects the importance of a startup on the internet and its social impact. Tokopedia's success as a market leader brings Tokopedia to face new challenges that is to maintain its position as a market leader. Therefore, Tokopedia need to further examine what factors can increase customer satisfaction and successfully invite customers to Tokopedia revisit. This research was conducted to examine the important factors that can increase customer satisfaction on Tokopedia website. The research model in this research examines the influence of variable layout design, website characteristic, customer satisfaction, and revisit intention. The research methodology used for this study is quantitatively exclusive using a survey research approach. Convenience sampling technique comes from non probability sampling technique used for sample selection. The sample of this study amounted to 120, originated from consumers in Purwokerto who had visited the Tokopedia website at least once. SPSS statistical software, AMOS is used to analyze data. This study has implications for managers; because they can formulate marketing strategies based on research findings. Due to the researcher's limitations, this study can not cover the whole of Indonesia.

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