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2.2.1 Definisi Pengaruh ............................................................................ 16

2.2.2 Definisi Kepuasan Pelanggan ......................................................... 16

2.2.3 Definisi Pengaruh Kepuasan Pelanggan ......................................... 17

2.2.4 Loyalitas Pelanggan ........................................................................ 18

2.3 Konsep E-commerce ............................................................................... 20

2.3.1 Pengertian E-commerce .................................................................. 20

2.3.2 Bentuk Interaksi E-commerce ......................................................... 21

2.3.3 Klasifikasi E-commerce .................................................................. 22

2.3.4 E-commerce di Indonesia ................................................................ 25

2.4 Expectation Confirmation Theory (ECT) ............................................... 26

2.5 Penelitian Kuantitatif .............................................................................. 31

2.6 Pengelompokan Data .............................................................................. 32

2.7 Metode Pengumpulan Data .................................................................... 34

2.8 Skala Likert ............................................................................................. 35

2.9 Populasi dan Sampel .............................................................................. 36

2.10 Metode Slovin ........................................................................................ 39

2.11 Metode Perhitungan ............................................................................... 41

2.11.1 Pengujian Validitas ......................................................................... 41

2.11.2 Pengujian Reliabilitas...................................................................... 42

2.12 Partial Least Square - Structural Equation Modelling (PLS-SEM) ...... 42

2.12.1 Structural Equation Modelling ....................................................... 42

2.12.2 Partial Least Square ....................................................................... 43

2.12.3 Evaluasi Model PLS ........................................................................ 44

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