PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION PADA MARKETPLACE SHOPEE

Abstract

The purpose of this study was to determine the effect of electronic service quality on electronic customer satisfaction in the shopee marketplace. This type of research is quantitative associative research and its location is in Bima City. In selecting respondents, the researcher used purposive sampling technique. This obtaining a sample of 100 respondents. Research data collection techniques consist of observation, interviews, questionnaires/questionnaires, documentation and literature study. Then the research instrument will be tested using the instrument test validity and reliability test. The data analysis method in this study used simple linear regression, t test (partial), and f test (simultaneous). The results of the instrument test prove that all the instruments used can be declared valid and reliable or consistent. Then in this study it was found that the quality of electronic services had a positive and significant effect on electronic customer satisfaction.