PENGARUH E-SERVICE QUALITY, E-RECOVERY DAN E-TRUST TERHADAP RELATIONSHIP COMMITMENT PADA PENGGUNA MARKETPLACE BUKALAPAK

SAFIRA, DIANA and Fitrianto, Mohammad Eko (2025) PENGARUH E-SERVICE QUALITY, E-RECOVERY DAN E-TRUST TERHADAP RELATIONSHIP COMMITMENT PADA PENGGUNA MARKETPLACE BUKALAPAK. Undergraduate thesis, Sriwijaya University.

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Abstract

The drastic decline in the number of visitors and the high number of consumer complaints against the Bukalapak marketplace indicate serious challenges in building and maintaining long-term relationships with users amid intense competition. This study aims to determine the influence of E-Service Quality, E-Recovery, and E-Trust on Relationship Commitment among Bukalapak marketplace users. Using a quantitative research design, data were collected through questionnaires from 100 respondents using the non-probability sampling technique. Data analysis was conducted using multiple linear regression with SPSS v.29 for Windows. The partial results of the study indicate that the variables E-Service Quality (X1), E-Recovery (X2), and E-Trust (X3) have a significant influence on Relationship Commitment (Y). Keywords: E-Service Quality, E-Recovery, E-trust, Relationship Commitment, Marketplace, Bukalapak

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	E-Service Quality, E-Recovery, E-Trust, Marketplace, Bukalapak, Relationship Commitment
Subjects:	H Social Sciences > HF Commerce > HF1-6182 Commerce
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Diana Safira
Date Deposited:	09 Sep 2025 04:17
Last Modified:	09 Sep 2025 04:17
URI:	http://repository.unsri.ac.id/id/eprint/183713

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