Pengaruh Perceived Value dan E-Service Quality Terhadap Kepuasan Konsumen pada Marketplace Shopee (Studi Kasus di Desa Suka Makmur Dusun II Kecamatan Delitua)

Abstract

The aim of this research is to determine the effect of perceived value and e-service quality on consumer satisfaction in the Shopee marketplace (case study in Suka Makmur Village, Dusun II, Delitua District) partially and simultaneously. This research is quantitative research, with a population of 1228 people and a sample of 93 respondents using the Slovin formula, simple random sampling technique and data collection through observation and questionnaires. The research results show that perceived value has a positive and significant effect on consumer satisfaction, e-service quality has a positive and significant effect on consumer satisfaction. The results of the F test show that perceived value and e-service quality simultaneously have a positive and significant effect on consumer satisfaction. The R-Square value shows that the coefficient of determination is 0.627 or 62.7% of the consumer satisfaction variable can be explained by the perceived value and e-service quality variables, while the remaining 37.3% is influenced by other variables not included in this research.