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ANALISIS PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN PELANGGAN ONLINE SHOP

THERESA, SHEARLY (2013) ANALISIS PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN HARGA TERHADAP KEPUASAN PELANGGAN ONLINE SHOP. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

It is known that the quality of service, product, and price are the important factors for the customers of online shop. This studyaims to finud out the effect of quality of service, quality of products, and price on the customers’ satisfaction of online shop. The research method used in this research is descriptive-quantitative with the population of online shop customers. The sample consists of 30 respondents of the online shop in which they were taken by non-random sampling technique and accident sampling. The data were taken by using questionnaires whilethe data ananalisis was done by multiple linear regressions. The results showedthat the three factors: the quality of service, the quality of products, and price have significant effect on the online shop customers’ satisfaction. The most dominant one is the quality ofservicewith the significance score of 25.13. This means that the three factors above are important for improving the customers’ satisfaction for online shop. Keywords: Customer Satisfaction, Quality of Service, price.

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.151 1 - MANAGEMENT ACCOUNTING
Divisions: Bachelor of Accountancy
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 20 Jun 2017 09:49
Last Modified: 20 Jun 2017 09:49
URI: http://eprints.perbanas.ac.id/id/eprint/1453

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