Attirafi, Hirzy (2025) Pengaruh Pengalaman dan Keamanan Pelanggan terhadap Kepuasan Pelanggan pada Aplikasi Mobile E-Commerce Shopee di Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Along with the rising in mobile device usage, mobile applications have become crucial in enhancing the e-commerce ecosystem. Shopee is one of the most popular e-commerce platforms among Indonesian users. This study seeks to explore how the quality of customer experience and security affects customer satisfaction. Employing a quantitative survey approach, data were gathered from 88 respondents chosen through purposive sampling. Partial Least Square (PLS) analysis was applied to assess validity, reliability, and test the hypotheses. Findings reveal that both customer experience and security significantly and positively impact customer satisfaction. A better customer experience typically leads to greater satisfaction, and higher customer security elevates customer satisfaction when shopping on Shopee.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products H Social Sciences > HF Commerce > HF5415.5 Customer services |
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| Divisions: | Faculty of Economic and Business > Departement of Management | ||||||||
| Depositing User: | Hirzy Attirafi | ||||||||
| Date Deposited: | 20 Nov 2025 03:35 | ||||||||
| Last Modified: | 20 Nov 2025 03:35 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/46876 |
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