Influence E-Service Quality, Brand Image, Brand Trust on Customer Satisfaction in Store Online Shopee to Students of the Faculty of Economics and Business University of Jember

Abstract

This research aims to find out whether service quality, brand image, and brand trust have significantly affected customer satisfaction. This research uses an explanatory research approach and a quantitative approach. The data source comes from distributing questionnaires online. The sampling method is purposive sampling with the criteria of students and students from the Faculty of Economics and Business, University of Jember, who are consumers and have transacted at the shop online Shopee. The sample used was 100 respondents. The research results show that service quality, brand image, and brand trust significantly influence customer satisfaction.