PENGARUH E-SERVICE QUALITY DAN E-RECOVERY SERVICE QUALITY TERHADAP E-SATISFACTION PADA PENGGUNA SITUS DAN APLIKASI TOKOPEDIA (Studi Kasus: Mahasiswa Universitas Bung Hatta)
Keywords:
E-Service Quality, E-Recovery Service Quality, E-SatisfactionAbstract
This study aims to prove how Tokopedia consumers respond to Bung Hatta University students, through electronic satisfaction. This empirical study was conducted to determine the relationship between e-service quality and e-recovery service quality on e-satisfaction. Esatisfaction consists of four factors, consumer perception, merchandizing, design or form and security. Quantitative analysis techniques were used to test two hypotheses through a survey using a five-point Likert scale. The sampling technique in this research is purposive sampling. Data were obtained from 150 respondents who directly used the Tokopedia website and application for Bung Hatta University students. Online questionnaire via google forms link was used to collect data. The influence between the determinants was analyzed using SPSS 16.0. The results showed that e-service quality had a positive effect on e-satisfaction and e-recovery service quality had a positive effect on e-satisfaction.
References
Adi, D., Tama, W., Hayuhardhika, W., Putra, N., & Wardani, N. H. (2019). Pengaruh E-Service Quality Dan ERecovery Service Quality Melalui Perceived Value Terhadap Loyalty
Intentions ( Studi Kasus : Pengguna Aplikasi Traveloka ). Jurnal Pengembangan Teknologi Informasi Dan Ilmu Komputer, 3(6), 5282– 5290.
Ashoer, M. (2019). Pengaruh EService Quality Terhadap ESatisfaction Pada Pelanggan Situs Toko Online Brodo. Jbmi (Jurnal Bisnis, Manajemen, Dan Informatika), 15(3), 238–251. Https://Doi.Org/10.26487/Jbmi.V15i3 .4543
Berliana, M., & Zulestiana, D. A. (2020). Pengaruh E-Service Quality Terhadap Customer Satisfaction Dan Loyalty Pada Pengguna Gopay Di Indonesia. Remik (Riset Dan E-Jurnal Manajemen Informatika Komputer), 4(2), 11. Https://Doi.Org/10.33395/Remik.V4i2.10532
Iprice. (2018). Peta E-Commerce Indonesia. Dipetik oktober 2, 2020, dari Iprice.insights: https://www.google.com/amp/s/ipric e.co.id/insights/mapofecommerce/
Prasetyo, N. L. (2019). Pengaruh EService Quality Dan E-Recovery Terhadap E-Loyalty Dan Dampaknya Pada Online Repurchase Intention. 53(9), 1689 – 1699.
