Estetika Desain, Kualitas Pelayanan, Pembayaran Elektronik Mempengaruhi Kepuasan Pelanggan Tokopedia Di Surabaya

Andani, Amanda Tri (2019) Estetika Desain, Kualitas Pelayanan, Pembayaran Elektronik Mempengaruhi Kepuasan Pelanggan Tokopedia Di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

According to iprice insights (2018) in the third quarter, Tokopedia is a marketplace with an average of 153,639,700. The increasing internet usage and online shopping in the city of Surabaya presents a very big prospect in the e-commerce industry. This study aims to assess the level of design aesthetics, electronic service quality, and electronic payments to influence customer satisfaction with electronic commerce in the Tokopedia application market business model in Surabaya. To achieve this goal, a questionnaire was developed with item size that captured the construct in the variable. In the study of 104 respondents, assessment of reliability and validity was done to validate constructs and multiple linear regression was conducted to test hypotheses with SPSS software. The results of the study indicate that design aesthetics, electronic service quality and electronic payments have a simultaneously significant positive effect on customer satisfaction. Therefore, the results can help identify effective factors of customer satisfaction and in turn provide competitive advantages for this and similar companies, and will help marketers to formulate and implement effective online marketing strategies. Key words : E-Commerce, Customer Satisfaction

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 04 Oct 2019 01:54
Last Modified: 04 Oct 2019 01:54
URI: http://eprints.perbanas.ac.id/id/eprint/4862

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