PENGARUH E-SERVICE QUALITY DAN USER EXPERIENCE TERHADAP KEPUASAN PELANGGAN PADA APLIKASI FORE COFFEE DI SURABAYA

Fananiti, Edelweis Heta (2026) PENGARUH E-SERVICE QUALITY DAN USER EXPERIENCE TERHADAP KEPUASAN PELANGGAN PADA APLIKASI FORE COFFEE DI SURABAYA. Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

The growth of digitalization in the food and beverage industry is driving companies to offer app-based services that provide the best possible customer experience. Fore Coffee, as one of the local app-based coffee brands, faces the challenge of maintaining customer satisfaction amid increasingly fierce competition. Various user reviews indicate that there are still complaints regarding system reliability, payment processes, service responsiveness, and the ease of using the app. Therefore, this study aims to analyze the influence of e-service quality and user experience on customer satisfaction with the Fore Coffee app in Surabaya. This study employed a quantitative approach using the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method via the SmartPLS software. The study population consisted of users of the Fore Coffee app in Surabaya. The sampling technique used was purposive sampling, with a sample size of 112 respondents. The variables studied consist of e-service quality and user experience as independent variables and customer satisfaction as the dependent variable. The results show that e-service quality has a positive and significant effect on customer satisfaction, and that user experience also has a positive and significant effect on customer satisfaction with the Fore Coffee app in Surabaya. These findings indicate that the better the e-service quality and user experience perceived by customers, the higher the level of satisfaction. This study is expected to provide insights for Fore Coffee in improving e-service quality, enhancing user experience, and strengthening customer satisfaction. Keywords: E-Service Quality, User Experience, Customer Satisfaction, Fore Coffee

Item Type:	Thesis (Undergraduate)
Contributors:	Contribution Contributors NIDN/NIDK Email Thesis advisor Fitriyah, Zumrotul NIDN/0718128001 zumrotulfitriyah.mnj@upnjatim.ac.id
Subjects:	H Social Sciences > HC Economics
Divisions:	Faculty of Economic and Business > Departement of Management
Depositing User:	Edelweis Heta Fananiti
Date Deposited:	28 Jul 2026 07:04
Last Modified:	28 Jul 2026 07:04
URI:	https://repository.upnjatim.ac.id/id/eprint/58216

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