62
Source: Processed primary Data by SPSS 21 Based on the figure 4.3 there is no clear pattern and the points
spread above and below the 0 on the Y axis, then it can be said there is no heteroscedasticity.
Table 4.7 Heteroscedasticity Test
Coefficients
a
Model Unstandardized Coefficients
Standardized Coefficients
t Sig.
B Std. Error
Beta 1
Constant -,021
,620 -,034
,973 Service Quality
,002 ,011
,027 ,230
,819 Promotion
,054 ,041
,156 1,322
,189 a. Dependent Variable: res_2
Source: Processed primary Data by SPSS 21 From the figure above the significance level is 0.05, it can be said
regression model does not contain any heteroscedasticity.
3. Descriptive Analysis
a. Service Quality
1 Efficiency a This website makes it easy to find what I need
63
Table 4.8
Question 1
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
1 1,0
1,0 1,0
3,00 59
59,0 59,0
60,0 4,00
33 33,0
33,0 93,0
5,00 7
7,0 7,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table shows that 1.0
disagrees, and 59.0 neutral, 33.0 agree and 7.0 strongly agree. Then it can be concluded that the
majority of respondent’s neutral that this website
makes it easy to find what i need. b It makes easy to get anywhere on the website
Table 4.9
Question 2
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
1 1,0
1,0 1,0
3,00 52
52,0 52,0
53,0 4,00
46 46,0
46,0 99,0
5,00 1
1,0 1,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table shows that 1.0
disagrees, and 52.0 neutral, 46.0 agree and 1.0 strongly agrees. Then it can be concluded that the
64
majority of respondent’s neutral that it makes easy to get anywhere on the website.
c Information at this website is well organized Table 4.10
Question 3
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
1 1,0
1,0 1,0
3,00 54
54,0 54,0
55,0 4,00
43 43,0
43,0 98,0
5,00 2
2,0 2,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table shows that 1.0
disagrees, and 54.0 neutral, 43.0 agree and 2.0 strongly agrees. Then it can be concluded that the
majority of respondent’s neutral that information at this website is well organized.
d The website is simple to use Table 4.11
Question 4
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
1 1,0
1,0 1,0
3,00 27
27,0 27,0
28,0 4,00
67 67,0
67,0 95,0
5,00 5
5,0 5,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015
65
The result from the table shows that 1.0 disagrees, and 27.0 neutral, 67.0 agree and 5.0
strongly agrees. Then it can be concluded that the majority of respondent’s agree that the website is
simple to use. 2 Fulfillment
e It delivers the most relavant result as specified
Table 4.12
Question 5
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
4 4,0
4,0 4,0
3,00 47
47,0 47,0
51,0 4,00
45 45,0
45,0 96,0
5,00 4
4,0 4,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table shows that 4.0
disagrees, and 47.0 neutral, 45.0 agree and 4.0 strongly agrees. Then it can be concluded that the
majority of respondent’s neutral that it delivers the most relavant result as specified.
f It quickly delivers the job results
66
Table 4.13
Question 6
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
4 4,0
4,0 4,0
3,00 60
60,0 60,0
64,0 4,00
32 32,0
32,0 96,0
5,00 4
4,0 4,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table shows that 4.0
disagrees, and 60.0 neutral, 32.0 agree and 4.0 strongly agrees. Then it can be concluded that the
majority of respondent’s neutral that it quicly delivers the job results.
g It is truthful about its service Table 4.14
Question 7
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
5 5,0
5,0 5,0
3,00 49
49,0 49,0
54,0 4,00
37 37,0
37,0 91,0
5,00 9
9,0 9,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table shows that 5.0
disagrees, and 49.0 neutral, 37.0 agree and 9.0 strongly agrees. Then it can be concluded that the
67
majority of respondent’s neutral that it is truthful about its service.
h It makes accurate the promises about the delivery of services
Table 4.15
Question 8
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
4 4,0
4,0 4,0
3,00 34
34,0 34,0
38,0 4,00
51 51,0
51,0 89,0
5,00 11
11,0 11,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table shows that 4.0
disagrees, and 34.0 neutral, 51.0 agree and 11.0 strongly agrees. Then it can be concluded that the
majority of respondent’s agree that it makes accurate the promise about the delivery of services.
3 Reliability a The security policy is accessible of this
website
68
Table 4.16
Question 9
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
4 4,0
4,0 4,0
3,00 40
40,0 40,0
44,0 4,00
56 56,0
56,0 100,0
Total 100
100,0 100,0
Source: Primary data process 2015 The result from the table shows that 4.0
disagrees, and 40.0 neutral and 56.0 agree. Then it can be concluded that
the majority of respondent’s agree that the security policy is accessible of this
website. b The privacy policy is accesible of this
website Table 4.17
Question 10
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
4 4,0
4,0 4,0
3,00 51
51,0 51,0
55,0 4,00
45 45,0
45,0 100,0
Total 100
100,0 100,0
Source: Primary data process 2015 The result from the table shows that 4.0
disagrees, and 51.0 neutral and 45.0 agree. Then it
69
can be concluded that the majority of respondent’s
neutral that the privacy policy is accessible of this website.
c The website contains enough company details
Table 4.18
Question 11
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
9 9,0
9,0 9,0
3,00 53
53,0 53,0
62,0 4,00
35 35,0
35,0 97,0
5,00 3
3,0 3,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015
The result from the table shows that 9.0 disagrees, and 53.0 neutral, 35.0 agree and 3.0
strongly agree. Then it can be concluded that the majority of respondent’s neutral that the website
contains enough company details. d The brand images are always maintain this
website
70
Table 4.19
Quesation 12
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
4 4,0
4,0 4,0
3,00 45
45,0 45,0
49,0 4,00
41 41,0
41,0 90,0
5,00 10
10,0 10,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table shows that 4.0
disagrees, and 45.0 neutral, 41.0 agree and 10.0 strongly agree. Then it can be concluded that the
majority of respondent’s neutral that the brand images are always maintain this website.
4 Privacy e It protects information about my web-job
searching behavior Table 4.20
Question 13
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
1 1,0
1,0 1,0
3,00 60
60,0 60,0
61,0 4,00
35 35,0
35,0 96,0
5,00 4
4,0 4,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015
71
The result from the table shows that 1.0 disagrees, and 60.0 neutral, 35.0 agree and 4.0
strongly agree. Then it can be concluded that the majority of respondent’s neutral that it protects
information about my web-job searching behavior. f
It doesn’t share my personal information with other websites
Table 4.21
Question 14
Frequency Percent
Valid Percent Cumulative
Percent
Valid 1,00
2 2,0
2,0 2,0
2,00 1
1,0 1,0
3,0 3,00
37 37,0
37,0 40,0
4,00 46
46,0 46,0
86,0 5,00
14 14,0
14,0 100,0
Total 100
100,0 100,0
Source: Primary data process 2015 The result from the table 4.21 shows that 2.0
strongly disagree, 1.0 disagrees, 37.0 neutral, 46.0 agree and 14.0 strongly agree. Then it can be
concluded that the majority of respondent’s agree that
it doesn’t share my personal information with other websites.
g It doesn’t share my personal information
about my credit card
72
Table 4.22
Question 15
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
1 1,0
1,0 1,0
3,00 45
45,0 45,0
46,0 4,00
33 33,0
33,0 79,0
5,00 21
21,0 21,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table 4.22 shows that 1.0
disagrees, 45.0 neutral, 33.0 agree and 21.0 strongly agree. Then it can be concluded that the
majority of respondent’s neutral that it doesn’t share my personal information about my credit card.
h I don’t worry about the product quality on
this website Table 4.23
Question 16
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
14 14,0
14,0 14,0
3,00 34
34,0 34,0
48,0 4,00
35 35,0
35,0 83,0
5,00 17
17,0 17,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table 4.23 shows that
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14.0 disagrees, 34.0 neutral, 35.0 agree and 17.0 strongly agree. Then it can be concluded that
the majority of respondent’s agree that i don’t worry about the product quality on this website.
5 Responsiveness i It easy to get in contact with Lazada
Indonesia Table 4.24
Question 17
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
7 7,0
7,0 7,0
3,00 49
49,0 49,0
56,0 4,00
37 37,0
37,0 93,0
5,00 7
7,0 7,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table 4.24 shows that 7.0
disagrees, 49.0 neutral, 37.0 agree and 7.0 strongly agree. Then it can be concluded that the
majority of respondent’s neutral that it easy to get in contact with Lazada Indonesia.
j Lazada Indonesia is interested in feedback
74
Table 4.25
Question 18
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
10 10,0
10,0 10,0
3,00 46
46,0 46,0
56,0 4,00
38 38,0
38,0 94,0
5,00 6
6,0 6,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table 4.25 shows that
10.0 disagrees, 46.0 neutral, 38.0 agree and 6.0 strongly agree. Then it can be concluded that the
majority of respondent’s neutral that Lazada Indonesia is interested in feedback.
k Lazada Indonesia is quickly replies to requests
Table 4.26
Question 19
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
10 10,0
10,0 10,0
3,00 69
69,0 69,0
79,0 4,00
16 16,0
16,0 95,0
5,00 5
5,0 5,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table 4.26 shows that
75
10.0 disagrees, 69.0 neutral, 16.0 agree and 5.0 strongly agree. Then it can be concluded that the
majority of respondent’s neutral that Lazada Indonesia is quickly replies to requests.
b. Promotion
1 Sales Promotion a Lazada Indonesia gave a clear information about sales
promotion discount, bonus, etc Table 4.27
Question 20
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
13 13,0
13,0 13,0
3,00 49
49,0 49,0
62,0 4,00
26 26,0
26,0 88,0
5,00 12
12,0 12,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table 4.27 shows that
13.0 disagrees, and 49.0 neutral, 26.0 agree and 12.0 strongly agree. Then it can be concluded that
the majority of respondent’s neutral that Lazada Indonesia gave a clear information about sales
promotion discount, bonus, etc. b The sales promotion of Lazada Indonesia is attractive
76
Table 4.28
Question 21
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
14 14,0
14,0 14,0
3,00 46
46,0 46,0
60,0 4,00
35 35,0
35,0 95,0
5,00 5
5,0 5,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table 4.28 shows that
14.0 disagrees, and 46.0 neutral, 35.0 agree and 5.0 strongly agree. Then it can be concluded that the
majority of respondent’s neutral that the sales promotion of Lazada Indonesia is attractive.
2 Advertising a Lazada Indonesia used an attractive of board and signs
Table 4.29
Question 22
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
8 8,0
8,0 8,0
3,00 59
59,0 59,0
67,0 4,00
30 30,0
30,0 97,0
5,00 3
3,0 3,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table 4.29 shows that 8.0
77
disagrees, and 59.0 neutral, 30.0 agree and 3.0 strongly agree. Then it can be concluded that the
majority of respondent’s neutral that Lazada Indonesia used an attractive of board and signs.
b Lazada Indonesia appropriately distributed the attractive brochures
Table 4.30
Question 23
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
18 18,0
18,0 18,0
3,00 51
51,0 51,0
69,0 4,00
20 20,0
20,0 89,0
5,00 11
11,0 11,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table 4.30 shows that
18.0 disagrees, and 51.0 neutral, 20.0 agree and 11.0 strongly agree. Then it can be concluded that
the majority of respondent’s neutral that Lazada Indonesia appropriately distributed the attractive
brochures.
c. Consumer Satisfaction
3 Consumer E-Satisfaction a I am satisfaied with Lazada
website’s related to business process
78
Table 4.31
Question 24
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
3 3,0
3,0 3,0
3,00 60
60,0 60,0
63,0 4,00
37 37,0
37,0 100,0
Total 100
100,0 100,0
Source: Primary data process 2015 The result from the table 4.31 shows that 3.0
disagrees, and 60.0 neutral, 37.0 agree. Then it can be concluded that
the majority of respondent’s neutral that they are satisfied
with Lazada Indonesia website’s related to business process.
b I like the content and layout of Lazada Indonesia website Table 4.32
Question 25
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
9 9,0
9,0 9,0
3,00 55
55,0 55,0
64,0 4,00
29 29,0
29,0 93,0
5,00 7
7,0 7,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015 The result from the table 4.32 shows that 9.0
disagrees, and 55.0 neutral, 29.0 agree and 7.0 strongly agree. Then it can be concluded that the
79
majority of respondent’s neutral that they like the
content and layout of Lazada Indonesia website. c Holistically spreaking, I am satisfied with Lazada
web site’s service level
Table 4.33
Question 26
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2,00
6 6,0
6,0 6,0
3,00 56
56,0 56,0
62,0 4,00
33 33,0
33,0 95,0
5,00 5
5,0 5,0
100,0 Total
100 100,0
100,0
Source: Primary data process 2015
The result from the table 4.33 shows that 6.0 disagrees, and 56.0 neutral, 33.0 agree and 5.0
strongly agree. Then it can be concluded that the majority of respondent’s neutral that they are satisfied
with Lazada website’s service level.
80
4. Hypothesis Test
