Perpustakaan
DESKRIPSI DATA LENGKAP
JudulPengaruh E-Service Quality Terhadap Kepuasan Pelanggan Pengguna Shopee (Studi Pada Mahasiswa Psdku Universitas Tadulako)
Nama: NUR AFNI AMELIA
Tahun: 2025
Abstrak
This study aims to determine and analyze: (1) The significant influence of e-service quality consisting of efficiency, reliability, fulfillment, privacy, responsiveness, compensation, and contact on customer satisfaction of Shopee users, (2) The significant influence of efficiency on customer satisfaction of Shopee users, (3) The significant influence of reliability on customer satisfaction of Shopee users, (4) The significant influence of fulfillment on customer satisfaction of Shopee users, (5) The significant influence of privacy on customer satisfaction of Shopee users, (6) The significant influence of responsiveness on customer satisfaction of Shopee users, (7) The significant influence of compensation on customer satisfaction of Shopee users, (8) The significant influence of contact on customer satisfaction of Shopee users. The type of research used is quantitative. The population of this study were active students of the 2021-2024 intake of the Management Economics Study Program at PSDKU Tadulako University. The sampling technique in this study used purposive sampling, with a sample size of 85 respondents. Data collection used online and offline questionnaires that had been tested for validity and reliability. The analysis method used multiple linear regression analysis. The results of the study show that, (1) E service quality consisting of efficiency, reliability, fulfillment, privacy, responsiveness, compensation, and contact has a simultaneous effect on customer satisfaction of Shopee users, (2) Efficiency has a partial effect on customer satisfaction of Shopee users, (3) Reliability has a partial effect on customer satisfaction of Shopee users, (4) Fulfillment has no partial effect on customer satisfaction of Shopee users, (5) Privacy has a partial effect on customer satisfaction of Shopee users, (6) Responsiveness has no partial effect on customer satisfaction of Shopee users, (7) Compensation has a partial effect on customer satisfaction of Shopee users, (8) Contact has a partial effect on customer satisfaction of Shopee users.

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