PENGARUH E-SERVICE QUALITY TERHADAP KEPUASAN KONSUMEN PENGGUNA SHOPEE DI KOTA PALEMBANG

BASITH, KGS. M. IQBAL AL and Wahab, Zakaria and Yunita, Dessy (2021) PENGARUH E-SERVICE QUALITY TERHADAP KEPUASAN KONSUMEN PENGGUNA SHOPEE DI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to determine the influence of E-Service Quality which is consist of dimensions : Reliability / Fulfilment, Responsiveness, Ease of Use / Usability, Privacy / Security, Web Design and Information Quality / Benefit on Consumer Satisfaction. The scope of study only discusses about the influence of E-Service Quality on Customer Satisfaction of Shopee User in Palembang City. The design of study is a causality that explains cause-and-effect relationship between the independent variable (X) E-Service Quality with dependent variable (Y) Consumer Satisfaction. The used data of the study are primary data and supported by secondary data as well. The method of collecting data of the study is through the questionnaire. The sampling method is non-probability sampling by purposive sampling technique. Based on test results, simultaneously the results show that there is an influence of E-Service Quality on Costumer Satisfaction. Partially, the results show that Responsiveness, Ease of Use / Usability, Privacy / Security and Information Quality / Benefit dimension have an influence on Consumer Satisfaction, meanwhile Reliability / Fulfilment and Web Design don’t have an influence on Consumer Satisfaction.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	E-Service Quality, Kepuasan Konsumen
Subjects:	H Social Sciences > HF Commerce > HF5410-5417.5 Marketing. Distribution of products > HF5415.126.R38 Database marketing--Statistical methods. Data mining--Statistical methods. Big data--Statistical methods.
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	KGS. M. IQBAL AL BASITH
Date Deposited:	14 Sep 2021 02:19
Last Modified:	14 Sep 2021 02:19
URI:	http://repository.unsri.ac.id/id/eprint/53884

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