ANALISIS E-SERVICE QUALITY TERHADAP KEPUASAN KONSUMEN PADA I AM GEPREK BENSU

TRIANA, JESSICA and Rosa, Aslamia (2023) ANALISIS E-SERVICE QUALITY TERHADAP KEPUASAN KONSUMEN PADA I AM GEPREK BENSU. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to analyze the effect of e-service quality on customer satisfaction at I Am Geprek Bensu Palembang through the ShopeeFood channel at least I time in the last 4 months (January-April 2023) partially and simultaneously, and to determine the e-service quality variable that has a dominant influence on customer satisfaction at I Am Geprek Bensu Palembang. The sampling technique used in this research is non-probability sampling with purposive sampling method and using multiple linear regression analysis with the help of SPSS 23 software. The method used for data collection, namely questionnaires with a Likert scale totaling 140 respondents. The results of this study indicate that the partial test (t test) of e-service quality variables in the dimensions of efficiency (X1), fulfillment (X2), privacy (X4). responsiveness (X5), compensation (X6) has a positive and significant effect on customer satisfaction. The simultaneous test (F test) proves that the dimensions of efficiency (X1), fulfillment (X2). system availability (X3), privacy (X4). responsiveness (X5), compensation (X6), and contact (X7) have an effect on the dependent variable, namely customer satisfaction (Y).

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	E-Service Quality, Kepuasan Konsumen, Efficiency, Fulfillment, System Availability, Privacy, Responsiveness, Compensation, Contact
Subjects:	H Social Sciences > HB Economic Theory > HB1-3840 Economic theory. Demography H Social Sciences > HB Economic Theory > HB615-715 Entrepreneurship. Risk and uncertainty. Property H Social Sciences > HB Economic Theory > HB801-843 Consumption. Demand
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Jessica Triana
Date Deposited:	21 Jul 2023 07:09
Last Modified:	21 Jul 2023 07:09
URI:	http://repository.unsri.ac.id/id/eprint/119365

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