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Analisis Pengaruh Kualitas Layanan E-Commerce Shopee terhadap Kepuasan Konsumen Shopee di Surabaya

Faryadi, Firmanto Dwilaksono (2021) Analisis Pengaruh Kualitas Layanan E-Commerce Shopee terhadap Kepuasan Konsumen Shopee di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

This study aims to analyze the quality of Shopee's e-commerce services with dimensions of Efficient, Fullfilment, Reliability, Privacy, Responsiveness, Compensation, and Contact. on consumer satisfaction at Shopee. The approach used in this study is to use the E-SERVQUAL method developed by Parasurman, Zeithamal, and Berry (1990), which consists of seven dimensions, namely Efficient, Fullfilment, Reliability, Privacy, Responsiveness, Compensation, and Contact. The sample in this study was 125 consumers who used the Shopee application in Surabaya. Data was collected by distributing questionnaires using google form media to 125 respondents. This study uses a non-probability sampling technique as a sample analysis. The method of data collection was carried out by means of field research with surveys using questionnaires. The data analysis tool used is SPSS Version 21.0. The results in this study indicate that. Keywords: Service Quality, E-SERVQUAL Method, Efficiency, Fulfillment, Reliability, Privacy, Responsiveness, Compensation, and Contact, Customer Satisfaction.

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: FIRMANTO DWILAKSONO FARYADI
Date Deposited: 22 Jun 2021 08:52
Last Modified: 22 Jun 2021 08:52
URI: http://eprints.perbanas.ac.id/id/eprint/7993

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