Safira, Shahna Naila (2024) PENGARUH E-SERVICESCAPE, E-TRUST, DAN E-SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN PADA APLIKASI SHOPEE (Studi Pada Pengguna Shopee di Kota Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The emergence of the internet network is one of the impacts of current technological developments. E-commerce is one of the many current business transactions created using the benefits of internet technology. One example of e-commerce that is widely used today is Shopee. This study aims to evaluate the impact of e-servicescape, e-trust, and e-service quality on customer satisfaction for Shopee application users in Surabaya city. This research uses quantitative research type. Data collection in this study was carried out online by distributing questionnaires via google form. The population of this study are people who live in the city of Surabaya. The sample in this study amounted to 135 respondents who were carried out using purposive sampling technique. The methods used in this study are validity test analysis, reliability, classical assumptions, coefficient of determination, multiple linear regression, F test, and t test. The results showed that e-servicescape, e-trust, and e-service quality simultaneously had a significant effect on customer satisfaction. E-servicescape, e-trust, and e-service quality partially also have a significant effect on customer satisfaction with a significance level below 0.05. This shows that the better the e-servicescape, e-trust, and e-service quality services provided by Shopee, it will increase customer satisfaction when using the Shopee application.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | SHAHNA NAILA SAFIRA | ||||||||
| Date Deposited: | 20 Sep 2024 06:54 | ||||||||
| Last Modified: | 20 Sep 2024 06:54 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/29667 |
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