Rafinsyah, Achmad (2024) Analisis Pengaruh Kepercayaan, Pengalaman Pengguna, Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pengguna Shopee di Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This research aims to analyze and demonstrate the relationship between trust, user experience, and service quality with user satisfaction on the Shopee platform in Surabaya The research method employed is descriptive quantitative with a survey approach. The study uses purposive sampling with respondent criteria being residents of Surabaya who have used Shopee e-commerce at least once. The sampling technique was validated through a questionnaire distributed to 150 respondents, with the population being the 1.3 million active Shopee e-commerce users in Surabaya, based on review and rating data from the Appstore. Data analysis techniques in this study include data validity and reliability tests, supported by classical assumption tests encompassing normality tests, multicollinearity tests, and heteroscedasticity tests to ensure the data is suitable for research purposes. Multiple linear regression analysis was used as the data analysis technique to determine the relationship between each independent and dependent variable. The results of this study partially indicate that the trust variable does not have a significant effect on consumer satisfaction, while user experience and service quality variables have a significant effect on consumer satisfaction. Simultaneously, trust, user experience, and service quality significantly influence consumer satisfaction.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Rafinsyah Achmad | ||||||||
| Date Deposited: | 04 Jul 2024 08:36 | ||||||||
| Last Modified: | 04 Jul 2024 08:37 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/25494 |
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